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.

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

62 Reviews of Talkdesk Call Center

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  • Alan from HCL Technologies

    Number of employees: 10,000+ employees

    August 2018

    An ideal cloud-based contact center application apt for businesses of all sizes.

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

    Talkdesk has a nice UI, very easy to use. It helps firms to personalize the conversation between their clients and prospects. Navigation through the software is simple. The sound quality is also great. The application has been very reliable especially in the beginning when we started encountering various odd bugs in the system. Their timely updates had helped us to fix a lot of issues. It makes digital calling very easy. As a call center, quality assurance is a big deal for us. It helps in making data-driven decisions and has helped in improving the productivity of our team. Using Talkdesk, we can easily track and record call that really helps us monitor the calls being made.

    Cons

    There have been downtimes which can be problematic for us. Hope they can do something to reduce or better stop it altogether. At times, the customer service isn't responsive.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Josh from Workfront

    Number of employees: 501-1,000 employees

    August 2018

    I have been using this for a little while now and it works... I don't love it but it works

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    This software works, but there are a couple of thing that really bother me about it.

    Pros

    I like that I am able to manage calls on my computer, and be able to use my nice headphones for my calls now instead of a phone headset.

    Cons

    One thing I really don't like about the product is there is no "re-dial" option, I have to add the number again and call once again, instead of looking through recent calls because it isn't there. This is the biggest complaint of mine.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Keep Shopping

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

    It is hard to find any positives about this platform. I mean, if I had to find a positive, it would be that it will make phone calls from time to time.

    Cons

    The big picture here is that this platform drops calls consistently. I don't trust it and have started using Google Voice (which isn't a good platform either). That should explain how bad Zoom really is.

    When you receive a voicemail, you have to wait for up to 10 minutes before you can even listen to it You receive a notification via email immediately, which doesn't help because you can't even listen to the flipping message! I end up calling the customer back and having them re-explain the same thing they said in the voicemail because I couldn't listen to it. Also, their softphone is a joke.

    Keep shopping, my friends.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    July 2018

    Simple Calling Software with limited features

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I like that the Talkdesk Dialer could be accessed throughout the computer, without being logged into the system.

    Cons

    I’d like to see some improvements to the integrations with HubSpot or Front - neither integration seemed to clearly and helpfully show the history behind the call/customer and connect it to additional emails or orders.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Alexis from Beautylish

    Number of employees: 51-200 employees

    July 2018

    Talkdesk is very easy to use but sometimes I wish it had more features.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I get to easily navigate the call bar widget.

    Pros

    Very easy to copy/paste phone number to search customer's information. I always have a clear connection. Easy to search for a call for follow ups.

    Cons

    Sometimes Talkdesk has connection issues. I'll log into the widget and it won't connect to my head piece for some reason.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    June 2018

    i use it since more than one year in my daily work as i work for a call center

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    the benefit is to have a software that improve your professional performance

    Pros

    its easy and fast to login moreover its very easy to integrate it in other software to improve quality work

    Cons

    can get slow if you dont manage well your computer, like cleaning cookies or updating well computer, but usualy its easy to solve

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Francesco from EF English Live

    June 2018

    I check all the activities of my sales team on a daily basis and check all different reports

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

    What I like the most about TalkDesk is that is really easy to use for calling using Salesforce as database

    Cons

    As Sales Manager what I like the least is that the "live" control is not as fast as it should be but I'm sure it will be implemented soon

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Yseult from EF English Live

    Number of employees: 501-1,000 employees

    June 2018

    Easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    June 2018

    Great phone system for startup support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    June 2018

    Barely gets the job done for quite a high cost

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    Works seamlessly with my other customer-facing software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jeffrey from Bizness Apps

    Number of employees: 51-200 employees

    June 2018

    Awesome Service and Outstanding Support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Taylor from Monsido, Inc.

    Number of employees: 11-50 employees

    June 2018

    Our organization uses Talkdesk as a main source for communication.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    April 2018

    Does what its supposed to do!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Keron from GLO Science Inc

    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
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Hector from Trolion

    April 2018

    Very Intuitive

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    March 2018

    Perfect tool for growing Support Team

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    January 2018

    Fairly innovative company, not perfect but who is

    Ease-of-use
    Functionality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Joel from foreUP

    January 2018

    We have Talkdesk hooked up into our Desk.com account

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Simon from Ytica

    Number of employees: 11-50 employees

    August 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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