Best
March 07, 2025

Best

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

Overall Satisfaction with Talkdesk

We use Talkdesk to receive inbound Calls, Make outbound calls, disposition calls. add interaction remarks and receive Call Quality Evaluations. We als track and store evaluation data and are able to link customer profiles with contact details. Previous interactions and past data is also stored. We also use Talkdesk to swith between Aux Codes/States

Pros

  • Receive Inbound Calls
  • Call Quality
  • Data storage

Cons

  • Call Quality sometimes deteriorates
  • Profile customization
  • More detailed view of call details
  • Better SLA
  • Increase in overall agent productivity
  • Reduced AHT
Talkdesk is very user friendly and easy to navigate. Call dispositioning has been streamlined very well to accoumodate CRM profiles. Call alerts are very useful and efficient which helps us avoid any missed calls or interactions. Call evaluation data has been stored accuratley and updates in realtime whilst also providing access to quality evaluation data
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
Talkdesk is very efficient and intergrates interaction data very well

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

(EOL) Cisco Cloudcenter, Cisco Unified Border Element (Cube)
Talkdesk is best suited for receiving inbound calls, receiving any inbound calls and being able to correctly disposition them accordingly. It is also best suited for storing contact detail data and retrieving any past information like previous interactions. It is also best suited for transfers within departments as it provides an instant connection

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 8 months ago
    Thank you for your feedback! We're glad Talkdesk supports your team with inbound calls, call quality evaluations, and data storage. We appreciate your suggestions around call quality, profile customization, and detailed call views — valuable insights we’ll share with our team as we continue to improve.

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