Ease and effectiveness!
Updated July 18, 2023

Ease and effectiveness!

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

Overall Satisfaction with Talkdesk

Talkdesk is used in some of our other departments. It's easy to use and provides a wide range of useful real-time data. This software provider helps agents who are not as tech-savvy. Personally, I love how Talkdesk allows me to view my other group/team members. I am better able to manage my calls now and the callback feature is great. At first I was worried it may be a bad upgrade but it wasn't, it actually helps me to be more organized and in control of my system.

Pros

  • Helps to improve customer satisfaction.
  • Ensures that we aren't losing calls.
  • Great at real time data.
  • Ease and effectiveness of use.

Cons

  • I found it really difficult at first to see real-time data re my live contacts.
  • Do more webinars or email correspondence about Talkdesk.
  • So far things are great.
  • Reduced handle times for agents.
  • More audible communication.
  • Manageable queues.
  • Easy to use dashboard and features.
Talkdesk is so easy to use, IT is not needed unless we run into an unknown error and once updated, issue is resolved. The only time that I have an issue with Talkdesk freezing is when a system update is needed and that is temporary. In my 1.5 years, I have not had a serious technical issue with Talkdesk that lasts longer than 2 hours.
I am satisfied with the software. Talkdesk is always upgrading so that users can be more flexible and efficient at what they do
I remember when Is started out with Talkdesk and was required to log all my calls/activities. I was still working my way around the system and procrastinated with my logging, back then I wasnt aware that talkdesk saved all my data/activities. I was extremely relived when I found my contact\s logged under my talkdesk activities
N/A
Talkdesk is so effective at real-time data and is hassle-free. It helps Companies and agents alike to reach their goals. It's a great software to use in businesses and large centers worldwide. There are other software out there that performs but Talkdesk is known for their ease and effectiveness.

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

This software is well suited in call centers. Talkdesk helps us to keep track of our communications and contacts. When I use Talkdesk, it's easy to log my calls as I can always go back to the information. I am confident because the system is easy to use and I now even show new hires how to use the features.

Talkdesk Feature Ratings

9.9
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
9
Interactive voice response
10
REST APIs
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
10.0
Inbound call routing
10
Omnichannel inbound routing
Not Rated
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

Using Talkdesk

5000 - Finance, marketing, production, sales etc
1000 - Effective communicators
  • Customer satisfaction
  • Agent efficiency
  • Ease of Business
  • Solve communication issues
  • Tracks call/callers
  • Fluency in business
  • Expended privacy
  • Network flexibility
  • Increased functionality
  • Device options
Because Talkdesk is very effective and I'd recommend to anyone whi wants something that works for them

Evaluating Talkdesk and Competitors

Yes - Avaya-Details were not shared
  • Other
Was not involved in the purchashing process
N/A

Talkdesk Implementation

  • Don't know
  • Was not involved in the process
  • Same as above
  • Same as above

Talkdesk Training

  • Online Training
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them

Configuring Talkdesk

I'd day its just right for this type of product.
Not at this time
Not at this time

Talkdesk Support

N/A
Ticker filed by upper management. Has never had direct support but issue is always resolved
ProsCons
None
None
N/A

Using Talkdesk

ProsCons
None
None
  • Calling a client
  • Checking dashboard
  • Tracking Stats
  • Someone unable to change aux
  • N/A
  • N/A

Talkdesk Reliability

The issues with talkdesk are minor and can be resolved with a restart of the app
Sometimes I have to restart to get to where I want to be on the app as refreshing doesn't work but great overall
I do not have any issues with performance once logged in successfully

Integrating Talkdesk

Relationship with Talkdesk

Was not a Part of the sales process
Was not involved in the sales process
N/A
N/A

Upgrading Talkdesk

Yes - Went smoothly. Possibly fixed a bug as previously it was lagging
  • No more latency
  • Auto offline aux was resolved
  • Continued smoothness
  • Currently doing great..any addition will be a bonus
  • Currently doing great..any addition will be a bonus
  • Currently doing great..any addition will be a bonus

Comments

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