Talkdesk and its wide range of features.
September 20, 2024

Talkdesk and its wide range of features.

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

Overall Satisfaction with Talkdesk

In my organization, we used Talkdesk as an auto-dialer and reporting system. It's used to make and take customer calls and to report productivity and quality management. It allows easy access to quick live and historical data, allowing us to monitor and track organizational performance.

Pros

  • Talkdesk excels at reporting. It offers a wide range of reports, such as Aux, AHT, and productivity reports, which are great for monitoring performance.
  • Talkdesk has speech-to-text analytics. This is an AI transcript system. The AI detects speech and transcribes it.
  • Talkdesk is easy to integrate with other apps. Such as Calabrio and Zendesk.

Cons

  • Talkdesk has latency issues when loading large reports.
  • There is a lot of lag when moving from menu to menu. You often see a loading sign when opening the tab.
  • Talkdesk allows you to monitor agents. This has benefited the business by enabling us to identify issues immediately instead of waiting for historical data.
Talkdesk is easy to use; most menus are visible, but it has latency issues, drastically affecting its overall usability. Waiting for the system and reports to load predominantly affects productivity, as some updates are needed now. Waiting for tabs to load can become annoying when moving from menu to menu.
  • Talkdesk Workforce Management
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
Talkdesk's speech-to-text analytics allow me to have transcripts while listening to calls, saving time. This transcribes recorded calls. I can use this to coach my agents and find areas in which to improve my team's overall quality so that I can offer all customers truly better and great customer service.

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 does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.

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 tracking
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
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 8 months ago
    Thank you for your insightful review! We're thrilled to hear that you find our reporting capabilities, speech-to-text analytics, and integration options beneficial. We appreciate your feedback regarding latency issues when loading large reports and navigating the platform. We understand how these delays can impact productivity, and we’re actively working to enhance system performance. Your input is invaluable as we strive to improve the user experience. If you have any further suggestions or need assistance, please don't hesitate to reach out!

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