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

55 Reviews of Talkdesk Call Center

 

Start your review of Talkdesk Call Center

Click to start
https://www.softwareadvice.com/call-center/talkdesk-review/
Software Advice Reviews (7)
More Reviews (48)

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 48

Yseult from EF English Live
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 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 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.

Review Source: Capterra
 


June 2018

June 2018

Great phone system for startup support

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

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.

Review Source: Capterra
 


June 2018

June 2018

Barely gets the job done for quite a high cost

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

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.

Review Source: Capterra
 


June 2018

June 2018

Works seamlessly with my other customer-facing software

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

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.

Review Source: Capterra
 

Jeffrey from Bizness Apps
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Awesome Service and Outstanding Support

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

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

Review Source: Capterra
 

Taylor from Monsido, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Our organization uses Talkdesk as a main source for communication.

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

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.

Review Source: Capterra
 


April 2018

April 2018

Does what its supposed to do!

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

- 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.

Review Source: Capterra
 

Keron from GLO Science Inc

April 2018

April 2018

I tested TalkDesk for about 8 months and found it to be great Great audio quality and customer support

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 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

Review Source: Capterra
 

Hector from Trolion

April 2018

April 2018

Very Intuitive

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

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.

Review Source: Capterra
 


March 2018

March 2018

Perfect tool for growing Support Team

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

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.

Review Source: Capterra
 


January 2018

January 2018

Fairly innovative company, not perfect but who is

Ease-of-use

Functionality

Product Quality

Customer Support

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

Review Source: Capterra
 

Joel from foreUP

January 2018

January 2018

We have Talkdesk hooked up into our Desk.com account

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

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.

Review Source: Capterra
 

Simon from Ytica
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Easy to use call center that is setup in under an hour

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

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.

Review Source: Capterra
 

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)

Review 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.

Review 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

Review 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.

Review 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.

Review 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.

Review 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.

Review Source: GetApp
 
 
Write a Review