Talkdesk Call Center Software


 

Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) and skills-based routing, callers are routed to the agent who is most qualified to meet the needs based on customizable data.

Talkdesk 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.

The system integrates with several different programs including InfusionSoft, Salesforce, Desk.com, Zendesk and Shopify. Price is per rep per month. Support is offered via knowledge base, email and phone.

 

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

108 Reviews of Talkdesk Call Center

 

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Software Advice Reviews (7)
More Reviews (101)

Showing 1-7 of 7

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.

 
 

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.

 
 

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 101


November 2018

November 2018

Smile and Dial

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

Easy to use and setup integration and google chrome extension. Makes clicking to dial super quick and easy. Dial out time is very minimal so there is no time lost when dialing from talk desk. Call forwarding to my cell also works very well. Overall very happy and have ever run into an issue

Cons

The dial sound is different than most which sometimes annoys me.

Review Source: Capterra
 

Danielle from Roblox
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Talkdesk

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

This software was easy to install and the widgets integrate nicely with Zendesk. The call quality is good and our agents seem to have minimal issues with using it. It’s easy to generate reports.

Cons

Ithere is one truggle with be difficult the integration with our email platform and that is it’s hard to teach agents how to merge profiles. Some non-call impacting issues have taken longer than expected to resolve.

Review Source: Capterra
 

Josh from Checkr
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Easy agent admin and live insights but needs work on some basic functionality

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

Talkdesk has been good overall. We had a challenging implementation but once we got it up and running, it’s easy to get people setup, create new numbers and let other teams create their own phone experiences. If I have a question I know their support team will reply quickly and give me clear insight into my issue or question.

Pros

Easy to setup agents and get them live on the phone. Customer support is great! They are very helpful and can assist with complicated asks.

The live feature is very useful and we rely on it daily to allocate agents in different ring groups.

Cons

We struggle with some basic functionality, such as agents experiencing intermittent audio issues when all of their settings are correct. Also, the IVR could be more robust and allow us to test different call flow experiences.

Review Source: Capterra
 

Kate from Roblox
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Easy to use

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

The team is always helpful when questions arise.

Pros

The system is easy to set-up and train agents to use. The basic data is visually compelling.

Cons

The ability to modify and filter data more would be helpful.

Review Source: Capterra
 

Mark from SmithRx
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Talkdesk roadmap

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

Stellar - my company loves the decision I made to stand up Talkdesk!

Pros

Requires no engineering internal resources

Product releases

Cons

Old process to move to our AWS - but they fixed that.

Review Source: Capterra
 

Stephen from Proofpoint, Inc
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Customer Connection Simplification

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

Talkdesk helped us bridge the regional silos through a unified telephony solution.

Pros

Clean UI, flexible admin, click and point features, and most importantly, super easy to learn and train users to use and manage the solution.

Cons

Like more advanced features to customize reports.

Review Source: Capterra
 

Mandy from MWB
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Good product. Needs to improve Zendesk integration

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

Talkdesk does a good job in what it claims to do. It’s integration with Salesforce tracks all activities automatically and is very friendly but its integration with Zendesk can be bettered in terms of both event logging and agent onboarding process. Overall, I’d give it a good recommendation.

Pros

Easy to Install
Innovative product
Good integrations with Salesforce
Responsive customer service

Cons

integrations with Zendesk is unreliable and drops calls from time to time and then incorrectly tag these dropped calls as missed. The provisioning process also needs improvement to support Zendesk SSO more seamlessly by not having agents create Talkdesk accounts

Review Source: Capterra
 

Chris from Malwarebytes
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Great for growing contact centers

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

Easy to use. Easy to setup. Great for growing contact centers that just need a place to start. Easy to scale.

Cons

Reporting needs some work. For features are needed.

Review Source: Capterra
 


November 2018

November 2018

Great Product on its way up

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

Great product that is on its way up. API based platform integrates easily with other programs and has user friendly UI for agents and admins alike.

Cons

Still a relatively new company that is experiencing normal growing pains.

Review Source: Capterra
 

Haley from Upgrade
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Pretty good but some features missing

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

User friendly
Reliable
Nice aesthetics

Cons

Limited reporting features
Routing could be more granular

Review Source: Capterra
 

Jennifer from Merchant Advance
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Talkdesk

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

The on boarding is fantastic.

Pros

The ease of use to set up agents. The on boarding.

Cons

Some call quality problems. The support team has worked to resolve this with us.

Review Source: Capterra
 

Luis from Opentable
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Talkdesk mostly works

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

The people behind the product are amazing.
Voicemail to case is outstanding
Future features look promising

Cons

Delayed implementation with lots of bugs
Unable to trace calls with out of box configuration
Standard KPI definitions are wrong. A missed call is not a call answered in service level

Review Source: Capterra
 

Casey from PowerDMS
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Amazing product

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 went from from having no reporting and poor call quality to have awesome reporting and consistent call quality!

Pros

Allows you to recreate your support process. I would say you should give them a try!

Cons

Little pricey but worth it if you can afford it

Review Source: Capterra
 

Aaron from TaskRabbit
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Simplicity

Ease-of-use

Functionality

Product Quality

Value for Money

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

Talkdesk has been simple to integrate with our existing services and simple to setup for our teams.

Cons

Reporting services are limited for what we need.

Review Source: Capterra
 

Steven from PowerDMS
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Talkdesk review

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

Great customer service, easy to set up, questionable UI, excited for what is coming

Pros

Call quality, integrations, innovation and communication to customers.

Cons

Admin and call flow UI. A lot of options are too broad.

Review Source: Capterra
 

Brittany from Ethos
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Good reliable service and quick implementation

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

Reliability and uptime. For companies I’m US I found Talkdesk to be the most reliable provider.

Cons

Price. Per agent and annual pricing makes it pretty inflexible and costly for smaller teams.

Review Source: Capterra
 

Zack from Checkr
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Great product

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

Love the ease of use and integrations. Additionally, Talkdesk is the most advanced and user friendly contact center software I’ve ever used. Leveraging their platform allows us to focus on helping customers instead of worrying about the technology or tools. I would highly recommend Talkdesk.

Cons

The occasional downtime can be problematic, but with the new 100% SLA, I look forward to that changing

Review Source: Capterra
 

Robbie from Checkr
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Partnership

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

Ease of use - the software is very easy for new agents to learn

Cons

Looking forward to omnichannel for broader support options

Review Source: Capterra
 

Gaven from Consultant
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Amazing team, amazing solution

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

Scalable, flexible, great team, great support.

Cons

Still developing services but willing to wait as the solution is amazing

Review Source: Capterra
 

Ross from Shift
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2018

November 2018

Shift review

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

Started out bumpy, but it’s getting much better (better support, more features, etc.)

Pros

The fact that more and more features are being added. Ex: intelligent routing

Cons

Debugging can be a hassle. Especially bc I didn’t set it up.

Review Source: Capterra
 
 
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