





Historical Reporting






Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8About Talkdesk Enterprise Cloud Contact Center
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 ...
Historical Reporting
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8Average User Ratings
Overall
Ease-of-use
4.5
Value for money
4.5
Customer support
4.5
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
November 2019
Cortney from BoomTown! ROI
Company Size: 201-500 employees
Industry: Real Estate
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
November 2019
TalkDesk is above the rest! - Cortney K
TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.
Pros
The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!
Cons
Sometimes the audio is best when connected via ethernet cable.
Reasons for Switching to Talkdesk Enterprise Cloud Contact Center
ShoreTel was unreliable and would be down for long periods of time.
August 2020
Anthony from John Paul
Company Size: 501-1,000 employees
Industry: Hospitality
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
August 2020
My Talkdesk experience
All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.
Pros
The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use
Cons
I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature
Reasons for Choosing Talkdesk Enterprise Cloud Contact Center
For the very good integration with Salesforce, and we had a better feeling with Talkdesk as we share the same values.
Reasons for Switching to Talkdesk Enterprise Cloud Contact Center
We move to talkdesk for PCI reasons, we had to work with a partner which have a global PCI DSS level 1 certification.
February 2021
Jessamine from DPG
Company Size: 51-200 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Customer support
4.0
Functionality
4.0
February 2021
Good Value
Overall, TalkDesk is a wonderful product. Its simplicity and ease of use at the user level makes it a great fit for our Contact Center. While I would like to see some changes to StudioFlow and other Administrator functions TalkDesk still offers one of the best VoIP systems currently available for the price.
Pros
The Talkdesk interface is a fairly easy system to navigate. From a user perspective, the software makes it simple to answer and transfer calls using a Web Widget. From a management/admin perspective, the software data analytics interface has become more robust in the last year which allows us to have more key insights into agent productivity and how we are interacting with our customer base.
Cons
The new studio flows are not user intuitive. I wanted to love them but the support guides for setting them up were not really helpful and it took hours of troubleshooting to get them going. There have also been more frequent outages with TalkDesk over the last couple of months. We have never had issues with downtime with TD prior to this.
November 2015
Anonymous
Company Size: 11-50 employees
Time Used: Less than 2 years
Review Source: GetApp
Ease-of-use
5.0
Value for money
1.0
Customer support
1.0
November 2015
Worst experience we had
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.
Response from Talkdesk
Replied November 2015
We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.
December 2020
Irina from Zetenta
Company Size: 11-50 employees
Industry: Marketing and Advertising
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
5.0
December 2020
Interacting with clients to build the best business relationships
We have had nothing but benefits from the implementation of Talkdesk to our work environment, our customer service has improved significantly and the results are seen in the satisfaction of our customers and the good relationships we have been able to establish with them. The communication with our customers has been the cause of an increase in trust with our clients and the productivity of the company. The willingness to interact with customers is a vital point to generate trust with them and maintain and increase the productivity of any type of business, something that a program like Talkdesk facilitates.
Pros
Talkdesk has been a solution for our support and customer service team, it is amazing how easy it is to provide a phone service and interact with our customers through this tool, which on top of that integrates perfectly with other programs and their support and customer service is always available to solve any mishap that may arise.
Cons
Being an online tool, it is essential to have a good Internet connection in order to take advantage of its resources. I have not experienced any dissatisfaction using Talkdesk.