Talkdesk Call Center Software


 

Talkdesk is a browser-based call center software solution that helps growing businesses improve customer satisfaction while simultaneously reducing customer support costs. No hardware or downloads are required and the system integrates with several different programs, including InfusionSoft, Salesforce, Desk.com, Zendesk, and Shopify.

Using interactive voice response (IVR), automatic call distribution (ACD), and skills-based routing, callers are routed to the agent who is most qualified to meet their needs based on customizable data. Talkdesk then displays the caller's name, image, contact information, purchase history and contact history in the agent's browser in real-time so they can personalize their conversations. The system automates tasks so a new profile is created whenever a new contact calls. When a call is missed, Talkdesk sends an email containing call data, a voicemail recording and a transcription. Managers and agents are also able to make data-driven decisions with call monitoring, call recording, and real-time and historical reporting.

 

Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

6 Reviews of Talkdesk Call Center

Showing 1-6 of 6

 

from Riskalyze
Specialty: Software / IT
Number of employees: 100 to 249 employees Employees number: 100 to 249 employees

Great product, but lacking some features we need.

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Likes Best

SUPPORT! Your support team was able to help me with my issues quickly and with a professionalism that I feel is almost unmatched. A breath of fresh air in an era of nightmarish phone menus. The software is intuitive and the ease of data input is also a big win for our organization.

Likes Least

The lack of features is really something that makes me weigh my options when it comes to Base vs other CRM's. It has proven difficult to scale as our business increases. So while Base has proved to have limitations in our situation, had we remained small, it might not have been such an issue?

Recommendations

Try to look at your future. Evaluate first how the software works as a standalone, and then how well it works with YOUR specific situation/process. Just because a hammer isn't ideal for opening a can of soup, doesn't mean it can't be the perfect tool for someone else. Try to judge it by those standards.

 

from Riskalyze
Specialty: Other
Number of employees: 100 to 249 employees Employees number: 100 to 249 employees

Good idea, poor execution

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Likes Best

The thing that really drew us towards talk desk was the amount of softwares they integrated with. The sales person that onboarded us was extremely helpful and friendly. The site was very clean, and calls were very crisp and clear.

Likes Least

At all times there was 5 second delay, the integration with helpscout created more work than it alleviated. The fact that all call were recorded seemed to creep out our customers (I understand it can be turned off, but I'm not sure why we would pay for the software when we weren't going to use.) Most issues we had seemed unsolvable by the support team. having everything launched through browser was messy at times when we needed to clear caches or had internet crashes.

Recommendations

They offer demo periods where you can use credits, I would suggest you use this demo period.

 

from Riskalyze
Specialty: Software / IT
Number of employees: 100 to 249 employees Employees number: 100 to 249 employees

Phone Call Recording!

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Likes Best

This product has seamless call recording, which is why we initially tested this software out. We were also looking for a quality software that could stream in calls over the wifi in our office.

The reports are pretty impressive to. We really wanted something that would help our team gauge how many reps we needed on the phone to support the inflow of support calls.

Likes Least

The hardest piece for our team is the price point. The quality of the calls isn't that much greater to some of the competition and it's really hard to justify the cost for call recording. If more integration capabilities were added, the value add would increase exponentially!

Recommendations

Make sure your call center integrates with your CRM and Email client. Having every aspect of your customer communication end up in one place is key to make sure your team doesn't drop the ball!

Unless your team crucially needs to record calls for training purposes, you may avoid it, as the added feature may cost you.

 

from Bellhops
Specialty: Other
Number of employees: 100 to 249 employees Employees number: 100 to 249 employees

Great product

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Likes Best

Easy to navigate, great customer support team, love the visibility for our agents and managers alike.

Likes Least

Onboarding was a bit lengthy, but other than that I would highly recommend!

Recommendations

I would definitely use Talkdesk if you're a data-driven company.

 

from Smarking
Specialty: Software / IT

Easy to use, pain-free, amazing quality

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N/A

Likes Best

Easy to use, integrates with many different CRM's and help desk solutions, efficient

Likes Least

no power dialer, but they are looking into building this tool

Recommendations

Both support managers and support agents love how easy it is to use.

 

from Uniplaces
Specialty: Software / IT

Realiable & Flexible Software and Great Customer Service

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Likes Best

Great personalised customer service. Good integration with Zendesk. Custom reporting options are really amazing and can give great insights into the business

Likes Least

Pricing is not very straightforward, even though it is a great value for money. Default reporting could be improved

Recommendations

We tested several saas solutions (e.g. 8x8) and talkdesk was the best.

 
 
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