Efficient easy to use and very much convenient communication within the customers and the agents.
June 27, 2025

Efficient easy to use and very much convenient communication within the customers and the agents.

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

Overall Satisfaction with Talkdesk

We use Talkdesk for making outbound and inbound calls. It also helps check and review relevant schedules as per Calabrio. It is the most convenient tool that holds the company together, making work easier as we communicate freely and easily with sellers and customers.

Pros

  • Receives calls immediately and connects well.
  • Making outbound calls and having Talkdesk display the name associated with the number.
  • Aux on break, lunch, or meeting, and it stays as it is and does not change status on its own.
  • Being able to check on colleagues on whether they are available.
  • Able to track your work for the day, the amount of calls you made and received.
  • Being able to check your Daily and monthly score from QA.

Cons

  • It could be better if Talkdesk could notify whenever you need to aux.
  • Talkdesk should integrate with Callabrio so it can track time for each agent or activity and notify when an agent exceeds their allocated time.
  • Talkdesk should also show the number of work done at the top so that you will be alerted on whether to work hard or relax.
  • Calls are warm and easy to interreacts.
  • The productivity is good as long as you manage calls correctly or answer immediately.
  • Customers are easy to interact and the network is easy.
It is much easier to use and does not have any complications.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk Quality Management Assist
Answer questions that seem to be hard to answer from sellers, and show hidden or hard information about the company that makes the seller skeptical.
Shows QA score.

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

Best suited to make and receive calls from clients or customers. Worst because it shows states or calls 2 hours behind, which sometimes confuses, and also sometimes does not notify when you receive a new QA score.

Talkdesk Feature Ratings

7.8
Agent dashboard
10
Validate callers
5
Outbound response
10
Call forwarding
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
9
REST APIs
6
Call tracking
7
Multichannel integration
2
CRM software integration
Not Rated
8.7
Inbound call routing
10
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
8
Historical reporting
6
Live reporting
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 5 months ago
    Thank you for your detailed review Were glad to hear Talkdesk is supporting your team with reliable call handling status tracking and performance visibility. Its great to know these features are making your daily work smoother and more efficient. We appreciate your suggestions around AUX notifications Calabrio integration real-time metrics and QA alerts. These are thoughtful insights and well share them with our product team as we continue improving the platform. If you experience ongoing delays or issues we encourage you to reach out to our support teamwere here to help

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