The Talkdesk Analysis
September 10, 2024

The Talkdesk Analysis

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We use Talkdesk to take inbound calls from customers and make outbound calls to customers. Talkdesk is a reliable tool that addresses many problems in our company that are associated with customer interactions, customer experience, and call center management. The scope of the use includes being able to direct customer's requests to the relevant and qualified agents who could assist sellers. It also records the calls, which assists in quality management so that the agent can be evaluated regularly.

Pros

  • Reporting functions
  • Skill-based routing
  • Talkdesk provides IVR
  • Call conferencing

Cons

  • call update
  • speed
  • personalization
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
I give it a 10 because it is because Talkdesk has a huge impact on my work performance and develops my work skills as an agent which results in productivity. It has applications and features that give the best customer experience and empower the agent. It is easy to use, and it is reliable.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

It is suitable for tracking activities and provides evaluations through quality management. I have been able to track my work performance through Talkdesk as I am able to listen to calls after I was evaluated, read the feedback, and improve where I need to, which results in being the best agent. My performance has improved and the management is pleased.

Talkdesk Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
Call tracking
10
Multichannel integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented a year ago
    Thank you for taking the time to share your thoughts on Talkdesk! We are thrilled to hear it has had a huge impact on your performance at work. We have noted your feedback on call speed and personalization. We work to continuously improve Talkdesk to ensure you are able to provide the best possible customer experience.

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