Talkdesk.
January 16, 2025

Talkdesk.

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

Overall Satisfaction with Talkdesk

I use Talkdesk to create evaluation tickets for agents; Talkdesk allows us to be able to listen to previous calls as they are recorded on the system so we can be able to check what was communicated to the seller and if the agent was able to relay the correct information to the seller.

Pros

  • Create evaluations.
  • Monitoring performance.
  • Coaching
  • call recording.

Cons

  • Talkdesk has latency issues when logging in.
  • Sometimes, it automatically changes your status to offline, which affects your adherence.
  • To notify you when you are exceeding hold.
  • It has helped the evaluators access call history.
  • SLA Projections are easy to read.
I am rating it a 10 because it is easy to use as an evaluator as it allows you to evaluate an agent, and you are also able to keep track of the number of valuations you have done, which helps with keeping track of my daily and monthly targets.
  • Talkdesk Agent Assist
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
The call quality is great, the recordings are high quality, and the playback has no issues. Administrator features are well-designed. Talkdesk is a great platform for our Customer support. You can also change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.

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

Talkdesk is well suited when evaluating agents as it lets you advise them where they are lacking and where they need to improve to get a better score.

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
Interactive voice response
10
Call tracking
10
10.0
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 10 months ago
    Thank you for sharing your feedback! We’re glad to hear that Talkdesk’s call recording, evaluation, and performance monitoring features are helping you coach agents and ensure clear communication with sellers. We understand your concerns about latency, status changes, and hold time notifications. These insights are valuable, and we’ll pass them along to our team.

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