Talkdesk Call Center Software

Smile and Dial

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.

Talkdesk

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.

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

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.

Easy to use

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.

Talkdesk roadmap

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.

Customer Connection Simplification

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.

Good product. Needs to improve Zendesk integration

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

Great for growing contact centers

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.

Great Product on its way up

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.

Pretty good but some features missing

Pros

User friendly
Reliable
Nice aesthetics

Cons

Limited reporting features
Routing could be more granular

Talkdesk

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.

Talkdesk mostly works

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

Amazing product

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

Simplicity

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.

Talkdesk review

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.

Good reliable service and quick implementation

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.

Great product

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

Partnership

Pros

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

Cons

Looking forward to omnichannel for broader support options

Amazing team, amazing solution

Pros

Scalable, flexible, great team, great support.

Cons

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

Shift review

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.