TALKDESK
October 07, 2024

TALKDESK

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

Overall Satisfaction with Talkdesk

In our organisation, we use Talkdesk for call handling in the contact centre to provide quality customer service. It is a great tool to track our performance as agents. The product ensures that customer interaction is swift and its ability to drive excellent customer service ratings . We are part of a broad team whereby customers need to be transferred through different departments to ensure that the great customer service level is maintained.

Pros

  • Handing incoming call
  • Ability to change between different aux codes
  • Quick and efficient call tranfers

Cons

  • It has great potential to improve the level of voice recordings
  • Improve the ability to answer a call when it comes through whilst listen to voice recordings.
  • The product can sometimes freeze and needs a restart
  • It has impacted positively on service level agreement. We often look at the great reported stats which is all thanks to Talkdesk.
  • The number of incoming calls received has skyrocketed as customers trust in the fast call handling and overall great customer sales experience.
  • Since we are in the customer sales business, we have seen great returns economically and financially as we have produced successful selling and customer interactions.
Talkdesk is a great product within the contact centre business I would definitely, without any doubt, recommendit to any business that is destined for success. It is easy to work it , easy to track customer interactions and overall individual and team performance. It is user friendly and shows that it is for the people.
  • Talkdesk Agent Assist
  • Talkdesk Quality Management Assist
I have managed to be on top of my game ,tracking my performance and setting goals for myself towards greatness. My work is easy and everything is just a click away.

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?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Talkdesk is the best performance tracking tool in the contact centre industry. It is easy to use and any individual can easily manoeuvre through it. It also has the vital Talkdesk academy that can help expand opportunities and grow one's career. The greatness and efficiency of this product has more positives than negatives honestly and that is a great key indicator of the great experience one gets.

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
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
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 your review! We’re glad to hear that Talkdesk is helping your team provide quality customer service and efficiently handle calls. It’s great to know you appreciate the quick call transfers and the ability to manage different aux codes.

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