Talkdesk with Bayanda
October 01, 2024

Talkdesk with Bayanda

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

we use Talkdesk to communicate with our customers, whether it be receiving calls or making calls. Talkdesk makes it easy to get through to our customers which solves our problems should our customers not have access to their emails. we can still reach out to them by calling. QA also use our calls from Talkdesk and marks them according to a rubric or checklist to ensure quality.

Pros

  • quality of calls
  • lets you disposition & leave notes
  • keeps track of how much time you spend on status

Cons

  • too many system issues when calling & dispositioning
  • status stays for a very long time offline before you can change
  • calls to drop soon as you click end call
  • it has reduced Average Handle Time yes.
  • it helps agents meet daily targets of calls
  • it helps QA with recording and playing back calls to ensure quality calls
Talkdesk does a really good job in terms of receiving and making calls as well as the recording of each call. helping agents, TLs & QA assess calls and give reviews of agents' work throughout. The Talkdesk often has a lot of system issues which hinder meeting daily targets of some agents.
  • Talkdesk Agent Assist
  • 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

there are too many system issues on Talkdesk. Calls are not terminated in real-time as you have to wait a few seconds longer, this affects us in a way that as you end the call & the seller sees you still on the line and they speak to you but only for Talkdesk to send the call 2 seconds later.

Talkdesk Feature Ratings

6.9
Agent dashboard
7
Validate callers
9
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
7
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
5
8.4
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
9
Call analytics
8
Historical reporting
10
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented a year ago
    Thank you for sharing your experience with Talkdesk! We're thrilled to hear that our platform is facilitating communication with your customers and helping solve problems effectively. It’s great to know you’re benefiting from features like call quality, note-taking, and tracking your status. We appreciate your feedback regarding system issues and the delays in changing your status. We understand how frustrating this can be, and we’re actively working on improvements to enhance the overall reliability and performance of the system. Thank you again for your insights! If you have any further suggestions or need assistance, please feel free to reach out.

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