Great and easy to use system, with fantastic support.
March 14, 2025

Great and easy to use system, with fantastic support.

Lauren Whalen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is a fantastic system that is much more streamlined and easier to use than our previous telephone provider. It is a straightforward and quick process if we need to make changes to advisers' lines of business. Live dashboards are great and can be tailored to what we need to see.

Pros

  • Live dashboards (monitoring live calls/chats/emails etc).
  • Creating and managing users.
  • Studio flows for telephony.

Cons

  • The reporting on explore can sometimes be very slow.
  • We do not have AWOL if an adviser goes over their break, as the break codes count up instead of down and does not go into an 'AWOL' status, doesn't flag up on dashboards so then has to be pulled via reporting.
  • Made it easier for us to manage our advisers.
  • Easier to manage live call volumes and reporting.
Very easy to use.
  • Talkdesk Knowledge Management
  • Talkdesk Guardian
  • Talkdesk AI Trainer
  • Talkdesk Interaction Analytics

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 a great and easy to use system and very user friendly Our CSM our representative is fantastic and is always available for support when needed - we had an outage recently and he was straight on the case and escalated it, to ensure it was resolved as quickly as possible - he also explains things very well in a simple way, so processes are easy to understand, I can't recommend them enough as a CSM.

Talkdesk Feature Ratings

8.6
Agent dashboard
10
Validate callers
Not Rated
Outbound response
9
Call forwarding
9
Warm transfer
5
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
9
Call scripts
Not Rated
Call tracking
9
Multichannel integration
9
CRM software integration
9
8.3
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
Not Rated
Call analytics
7
Historical reporting
7
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 8 months ago
    Thank you for the great feedback! We're glad to hear Talkdesk is streamlining your processes and that you’re finding value in live dashboards and user management. We appreciate you highlighting areas for improvement like reporting speed and AWOL tracking — we’ll share this with our team as we continue to enhance the platform.

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