Talkdesk review.
August 26, 2024

Talkdesk review.

lindelwe judicious khuzwayo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well in terms of taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.

Pros

  • Tickets activities.
  • Empower agents.
  • Gives evaluation through quality management.
  • Automate customer self-service.
  • Provides faster and more frictionless customer experience.

Cons

  • Improve on providing accurate scores.
  • Improve on automated voice calls.
  • Customer not wait for too long on the queue.
  • Good for monitoring and quality checking.
  • Increased contact center-generated revenue.
  • Increased agent productivity.
It's good for monitoring and quality checking. Overall, I'm happy with Talk Desk. Call quality is great, recordings are high quality, and playback has no issues. Administrator features are well-designed. Talkdesk is a great platform for our Customer support. It has many features and is an omnichannel platform. I like the IVR design the most; it has a lot of functionality to customise interactions between agents and customers.
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Talkdesk works wonders as a mediator between customers and agents for the benefit of the business itself. It allows for faster communication and interaction. Talkdesk is used to manage call volumes, assess calls, and for inbound and outbound calling. It is also used for reporting to track behavior during the day. Talkdesk's disadvantage is that loading and connecting may take some time.

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 for the kind review of Talkdesk! We are thrilled to hear that it helps you with faster communication and interaction with your customers. We have noted your feedback on improving automated voice calls and will take this to the team for consideration.

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