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.

 

Talkdesk Call Center  - Contact record view
 
  • Talkdesk Call Center  - Contact record view
    Contact record view
  • Talkdesk Call Center  - Live real-time reporting
    Live real-time reporting
  • Talkdesk Call Center  - Historical reporting
    Historical reporting
  • Talkdesk Call Center  - Callbar
    Callbar
  • Talkdesk Call Center  - Talkdesk for Salesforce
    Talkdesk for Salesforce
  • Talkdesk Call Center  - Talkdesk for Zendesk
    Talkdesk for Zendesk
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

44 Reviews of Talkdesk Call Center

 

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Software Advice Reviews (9)
More Reviews (35)

Showing 1-9 of 9

Alexander from CATERWINGS
Specialty: Food / Beverage
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Questionable business practices

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have been using Talkdesk in connection with SF for a year. Despite user growth 10X, they tried to raise prices by more than 20% with us in an intransparent way shortly before the renewal of our contract.

Pros

Relatively stable call solution

Cons

SF Integration not working reliably,
Intransparent price increases,
Unresponsive customer service

Advice to Others

Don't go with this provider.

 
 

Brian from Keller
Specialty: Food / Beverage
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2016

November 2016

Works Great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The product functions as expected. Very satisfied!

Pros

Ease of use

Cons

Price

Advice to Others

Definitely recommend it!

 
 

Joel from JKED, INC
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

After 1 month

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I highly recommend paying for implementation support. After 1 week of working through installation and integrating with our helpdesk, we were up and running smoothly. Metrics have lived up to hype. Real-time is awesome.

Pros

Ease of use, analytics

Cons

Hard to implement on your own

Advice to Others

Pay for implementation support

 
 

Jesse from Riskalyze
Specialty: Software / IT

September 2016

September 2016

Great product, but lacking some features we need.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Adam from Riskalyze
Specialty: Other

September 2016

September 2016

Good idea, poor execution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Taylor from Riskalyze
Specialty: Software / IT

August 2016

August 2016

Phone Call Recording!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Amber from Bellhops
Specialty: Other

July 2016

July 2016

Great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

 
 

Sam from Smarking
Specialty: Software / IT

January 2016

January 2016

Easy to use, pain-free, amazing quality

Ease-of-use

Functionality

Product Quality

Customer Support
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.

 
 

Miguel from Uniplaces
Specialty: Software / IT

July 2015

July 2015

Realiable & Flexible Software and Great Customer Service

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 
 
Showing 1-20 of 35

Eric from kCura
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2017

May 2017

More features added consistently, great support and communication from staff

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

-No equipment necessary (other than computer and headphones)
-Great communication with our Product Manager, Tech Support
-Good knowledge base, training and tips online
-Once AppConnect releases, we will easily integrate WFM tools, etc.
-Constantly updating features

Cons

-Some back office features like call history, redial not yet available on the callbar (though in the pipeline)
-Wish for more granularity of permissions so various support teams could manage their own holiday hours, again these features are in the pipeline
-Wish for widget type mode for the Live View to create a wallboard type display for TV (in the pipeline)

Source: GetApp
 

chad from Kryterion Inc
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Awesome Salesforce Integration

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

We are currently testing out TalkDesk for our new softphone solution. We love how deeply it integrates into Salesforce. It's also convenient that there is a stand-alone application and a plugin that you can use while logged into Salesforce.

Pros

Great salesforce integration (workflows & triggers can be setup). It has a standalone app and salesforce app.

Cons

Pricing is based per user which can get expensive.

Source: Capterra
 

Eli from Payoff
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2016

June 2016

Good solution with a lot of potential.

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Our company transitioned from a very "traditional" telephony service to Talkdesk in the hopes that we'd be able to better integrate our telephony and other customer communication systems. So far the overall experience has been great, Talkdesk has proved to be more dependable and easier to use. For us those were 2 of the most important features we needed and from the setup to implementation to support we've been very pleased with Talkdesk.

Pros

• Integration options
• UI
• Ease of use
• Quality/Reliability

Cons

• Current reporting capabilities too basic
• Lack of live dashboard configuration options
• Ability to change detailed settings for specific agents
• Customizing business hours with corresponding greetings

Source: GetApp
 

Dachelle from imATHLETE
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2016

June 2016

Perfect Software for our needs!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We switched over to Talkdesk from a standard Voip provider and I couldn't be happier. We're a smaller company with several needs and we've been able to meet them all with Talkdesk. We searched a long time for a solution that would integrate with our systems and give us the freedom to customize greetings at the drop of a hat and to also give us comprehensive and easy to read reporting. I'm so glad we found Talkdesk.

Pros

It's easy to integrate into our ticketing system. Live calls and queues are easy to see so that we can modify available agents. Modifications to available agents, greetings, voicemails, extension routing as well as the way the systems are integrated are so simple and quick. Prompt and excellent customer service.

Our account manager is amazing as well.

Cons

Like with any software, there have been some glitches but they are corrected quickly.

Source: Capterra
 

Kenneth from WeGoLook, LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2016

June 2016

A fresh take on an old necessity

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult.

Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble.

As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Pros

1. A wide array of out of the box integrations with other widely used platforms
2. Great customer success management
3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
4. Lots of opportunities to share feedback and participate in new beta offerings
5. Good value for the price per seat
6. Effective as a cross-company phone solution, both for call center and non call center staff

Cons

1. An API to an API. Because Talkdesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities.
2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

Source: Capterra
 

Kenneth from WeGoLook
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2016

June 2016

A fresh take on an old necessity

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult.

Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble.

As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Pros

1. A wide array of out of the box integrations with other widely used platforms
2. Great customer success management
3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
4. Lots of opportunities to share feedback and participate in new beta offerings
5. Good value for the price per seat
6. Effective as a cross-company phone solution, both for call center and non call center staff.

Cons

1. An API to an API. Because TalkDesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities.
2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

Source: GetApp
 

Jim from Smartwaiver
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2016

March 2016

Great Tool for Easy Phone Deployment

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Our company was looking for an easy to manage phone solution as we look to scale our business. Our previous solution provided little flexibility for remote employees and hard to use data for measuring volume.

Talk Desk allowed us to deploy a valuable, long-term phone solution for our business in under month. We've been impressed with the ease of use and performance with Talk Desk.

Pros

Intuitive design makes navigation and setup extremely easy.
Real-time and historical data helps headcount forecasting.
Array of integration solutions with other support partners, such as Desk & Olark.

Cons

Initial Sales -

Despite the intuitive design, the implementation was made unnecessarily confusing by a lack of clarity around how to test the product. My initial sales rep was extremely vague about how to start using Talk Desk, so I contacted their Support channel, which gave me instructions for porting my existing public number. Once we waited 2 1/2 weeks for our number to be ported, we were only able to test for a day before they ended our trial and shut down our public number.

I would recommend Talk Desk work on the communication and visibility between their sales and support channels, so they don't run the risk of placing a public number offline, while a lead is exploring their product.

Source: GetApp
 

Philip from Scalus
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2016

March 2016

Talkdesk has been awesome

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We use talkdesk internally to communicate with a remote workforce as well as externally for outbound sales. The product is seamlessly integrated with salesforce and has been essential for our business.

Pros

Easy to use
Salesforce integration
Statuses

Cons

The only con I can think of is that ring-group's shared numbers sometimes only go to one person.

Source: GetApp
 

Trent from Scalus
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2016

March 2016

simple tech

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We've used TD for inbound, outbound, and logging calls into SFDC. What I mostly like about it is the ability to link it to my phone since I'm not always at my desk.

Pros

The ability to link it to my phone since I'm not always at my desk.

Cons

No mobile app that allows me to work only on my phone with my TD number.

Source: GetApp
 

Cole from Scalus
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2016

March 2016

Talkdesk is simple and easy to use!

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

I have used Talkdesk for my outbound sales calls as well as my internal use for communicating with customers. It is very easy to use and syncs to my Salesforce account so I can log all of my calls to Salesforce instantly after my call is over.

Pros

Talkdesk has a very simple setup and is easy to use. Integrating with Salesforce is one of the best features that I use daily.

Source: GetApp
 

Katrina from Scalus
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2016

March 2016

TalkDesk for sales

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

TalkDesk is a great solution for both inside and outside sales. Our reps love how easy it is to use TalkDesk and we see clear ROI. TalkDesk gives us everything we need and only that. There are not a lot of extra features that we don't need. The setup was also extremely straightforward and fast. I can't ask for a better call solution!

Pros

Easy of use
Price
Quick setup
Integration with Salesforce

Cons

Adding web conferencing would be great

Source: GetApp
 


November 2015

November 2015

Worst experience we had

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Pros

Nice app, nice design, easy to use, good quality of sound.

Cons

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Source: GetApp
 


August 2015

August 2015

Great Platform for Growing Business

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Great performance and tracking for managers !

The platform it's constantly upgraded, improved and has new features.

Pros

* Intuitive and friendly platform.

* Easy to set up and start using it.

Cons

* Only works with Chrome and doesn't have yet a mobile version.

Source: GetApp
 

Lissa D. from UrbanStems
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2015

August 2015

Five Stars!

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

I work for a budding flower-delivery tech startup with big goals for growth. When searching for a solution, we knew we needed a phone solution that could scale with us as we grow our team, while allowing our team to have the flexibility to work from anywhere with internet. Further, being in the flower industry, we need the flexibility to temporarily expand our call support around the big bloom-gifting holidays. Talkdesk is our solution.

We love that Talkdesk is a cost-effective, browser-based solution. It was quick and easy to set up and start taking calls. We love the ability to tag calls, which allow us to keep a good pulse on the customer experience, and the reports help us ensure our customer happiness team is providing the best possible care to our customers. Talkdesk's customer support team is amazing as well. Five stars overall!

Pros

browser-based, affordable, easy integrations, tagged calls, great reporting tools for easy analytics, excellent customer care

Cons

We'd love to be able to tag calls with multiple dispositions, and the ability to easily search for specific calls, specifically the ability to filter search by date, disposition (tag), etc.

Source: GetApp
 

Edward from DataRobot
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2015

August 2015

TalkDesk scales well and provides an easy integration.

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We are a startup and needed quick phone integration with Zendesk. The integration was a breeze and their support ensured it went smoothly.

Pros

I found the interactions to be collaborative and they UI on the site to record vm and download messages to be easy. I know it scales because a peer at another larger operation has a few hundred agents using it. The range in plans was also useful as we are going to scale.

Cons

I would like to see a salesforce integration but candidly didn't even look to see if one is possible...it probably is!

Source: GetApp
 


August 2015

August 2015

Great product

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Very easy to use and setup even without strong technical knowledge. Could definitely continue improving integration with Salesforce but they seem to be doing that based on a recent upgrade. Support is excellent in solving problems. Would highly recommend Talkdesk.

Pros

Easy setup
Ease of use
Scaling
Integrations

Cons

Extent of integrations

Source: GetApp
 

Dag

July 2015

July 2015

Talkdesk review

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

From start application was easy to use. Notes, editing profiles were just extra added value.
Telephone calls were clear and fast.

Cons

No cons. Program really works well.

Source: GetApp
 

Kevin

July 2015

July 2015

Simple, Reliable, and Cost Effective

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We were searching for a call center to layer on top of our existing basic VOIP PBX. We evaluated many options on the market and none combined our three most important attributes - simple, reliable, and cost effective other than Talkdesk. We needed a solution that we would implement internally without developers, including integration to Zendesk and we needed it to be manageable by non-techie call center managers. All while providing rock solid reliability. We had it fully implemented before the end of our trial. It was so intuitive that we really didn't even need much training to implement. Very happy with our choice!

Pros

Simple, reliable, cost effective. Built in integrations. Easily managed.

Cons

Could have more advanced features like caller ID routing but covers all the basics well and is a solid platform to layer more features on in the future.

Source: GetApp
 


July 2015

July 2015

great tool

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Works well, does its job great, exactly what we were looking for. Also Talkdesk Customer Support team is very helpful and efficient whenever we need their assistance.

Pros

everything gets logged and recorded, it is easy to find the call history and listen to call recordings. Notes can be added and that helps when the calls rings back and you need to know what they were speaking about with the previous CS advisor. Another good thing is that you can have several lines on the same account and you can close/open just one of them or all at the same time.

Cons

at times some calls drop but that doesn't happen very often. It is then hard to tell if it was due to a bad line or the other person hanging up on you

Source: GetApp
 

Eduardo from Blumpa
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2015

July 2015

Great app. Ease of use is incredible!

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Talkdesk in what in call in Brazil "a mão na roda". Easy to use and an affordable price in a market really hard to navigate if you are not from it.

Pros

Easiness, support, integrations

Cons

price for outbound calls, charging in US$ (currency is not good right now :( )

Source: GetApp
 
 
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