Talkdesk Call Center Software

The toolbar is really easy, you have it in a part of your screen and you can use it all the time, it's synchronized with salesforce so easy to just click on phones numbers

Pros

This software is really easy to use, there is two different part, the website where you can find all the reporting, infos about who is using, status of agent and of course the part to call. Had one issue and got a Talkdesk customer support who helped me in less than 15 minutes.

Cons

Some numbers may not be available at some times and it's not fixed really fast, the connectivity at some point is not the best also.

Pros

Talkdesk is easy to use and the features made calls every easy and managable for our smaller team. It also integrates with many of the CRM software we use so that ticket tracking is seamless.

Cons

Talkdesk crashes a lot. At least once or twice a day. It worked well when it works but there were are a lot of issues when we are having a very high call volume.

Pros

Not too much. Call quality is barely acceptable for a free to low cost option, let alone the premium pricing charged. It is entirely online based, which is great, allowing you to make calls from anywhere.

Cons

The incredibly high price for an entire team, in addition to the very low call quality. Call quality reports are asked for after every call, with no follow-up or action. Reporting interface appears to be in real time, but often omits large amounts of the team, and is not reliable to make any sort of staffing decisions.

Pros

It makes digital calling very easy and connects with my other customer service related systems for easy integration.

Cons

sometimes there are odd errors when trying to make a call, and sometimes calls won't come in even though my reps are available. This is rare though, and their customer support tends to be on the case quickly.

Pros

Plain and simple, this is an amazing service for those working in the call center type environments.

Cons

Downtimes! We've only ever had a few issues, but that really is the only thing negative I have to say

Very simple to use and when time is of the essence... Talkdesk is the solution

Pros

Talkdesk is great for tracking and recording phone calls to enhance quality assurance. It is also very simple to use!

Cons

Very rarely will you run into an outage. When you do, Talkdesk is quick to respond to resolve the issue.

Pros

- Integrates easily with salesforce reports
-you are able to do click to dial
- any phone number in emails automatically will connect to Talkdesk if the software is open

Cons

The software glitches. I can not tell if its due to the volume of sales reps we have using it under one roof, or if its the talkdesk themselves.

Pros

The detailed metrics. Call time, call volume, recording, easy dialing and it's plug and play for SalesForce.

Cons

Never really found anything wrong with TalkDesk. We decided to use another softphone software that was already built into SalesForce Lightening

Pros

I like that it encompasses all aspects of customer support, in one place. One thing that grabbed my attention about TalkDesk was the ability to listen in on calls in a muted mode, or in a coach mode to speak with your agent, and the customer not able to hear you.

Cons

I did not find enough reviews for company using the software long term for us to make the move from all of our systems on to the TalkDesk platform. We are however still in contact with TalkDesk and would consider the move in the future.

Pros

Very customizable. You're able to set up the tool to integrate with your other Support platforms very easily. Talkdesk call bar on the computer is also effective (i.e. it's easy for agents to know when a call is coming to them, when they've missed a call, etc.). You an set up almost any requirements that you want for how long to ring, how long to be on hold, etc.

Cons

Reporting isn't as strong as it should be. Talkdesk is gathering huge amounts of data about customers, call patterns, etc. I would love to see more predictive suggestions. For example, "This time last year you had a higher than normal call volume. We suggest you have more agents on standby." We have to export the data to Excel to analyze.

Pros

We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.

Cons

We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.

Pros

Customer Success and Sales use this product in our company. It records all of our calls and keeps our tree log clean for customers calling in. The reporting on it is great and very detailed

Cons

I wish the reporting went directly into Desk.com so we could see everything messed together but it's not killing us.

easy call center for inbound & outbound

Pros

Nice UI, it is visible that Talkdesk is constantly adding new features. Really easy setup and especially the AppConnect store for apps allows you to install many nice apps all with 30-day trial. The Salesforce.com integration is really nicely done.

Cons

The player for calls is rather simple - it does not show waveform or when agent and customers are speaking.

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)

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.

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

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.

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.

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.

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.