Talkdesk Call Center Software

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.

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.

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.

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.

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

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.

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.

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.

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!

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

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.

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.

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