Talkdesk Positive Review.
Updated September 14, 2024

Talkdesk Positive Review.

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

Overall Satisfaction with Talkdesk

We use the Talkdesk to evaluate calls and communicate feedback to employees regarding their performance. We also use it to track agent productivity and their status. Talkdesk helps us address productivity issues as we have a live view of everything and can address it simultaneously. We can also track performance feedback through the evaluation forms.

Pros

  • Live tracking of agent productivity.
  • Reporting of agent evaluations.
  • Text analyzing calls agents have taken.

Cons

  • They are reporting fulling through faster.
  • There are no other issues with the Talkdesk.
  • Increased Quality assurance scores.
  • Improved customer experience and trust in pilot reviews.
  • Improved training material.
  • Improved call handling time.
Talkdesk makes our lives easy in our organization as it's not only user-friendly but also has many functions that help make customers' lives easy and are not time-consuming. With these features, we have multiple features that help improve the quality of work, from calls to reporting of agent activity.

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 for a customer experience environment. We use this tool to track customer interaction and satisfaction and to report on the business's performance. I don't have cases where it's less appropriate.

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 2 years ago
    Thank you so much for taking the time to review Talkdesk! We are thrilled to hear it is helping you with agent productivity, reporting, and analyzing past calls.

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