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.

Contact record view
Contact record view
Contact record view
Live real-time reporting
Live real-time reporting
Historical reporting
Historical reporting
Callbar
Callbar
Talkdesk for Salesforce
Talkdesk for Salesforce
Talkdesk for Zendesk
Talkdesk for Zendesk

Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8



74 Reviews of Talkdesk Call Center

Overall rating

4.0 / 5 stars

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Functionality

October 2018

TalkDesk Review

Overall talkdesk is a good system for any call center making calls. It does what it needs to do with minor inconveniences. When something does go wrong it does not take too long to fix on Talkdesks end

Pros

Click to dial function makes it easy to call out. Talkdesk allows you to call out by any phone number. East to use.

Cons

Connections drop. Calls can be static. Talkdesk does go down here and there. Sometimes it freezes so you would need to reboot it.

Dominic from Proofpoint

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Awesome Call Center Solution

Talkdesk is a great company with a great product. From the account team to the CSM, to support they're a great group of people to work with.

Pros

technology, reporting, ease of use, call quality

Cons

nothing stands out, the prodcut works like it's designed

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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

talkdesk review

The experience with talkdesk oversll has been positive, mostly due to the team at talkdesk. the product sometimes leaves something to be desired.

Pros

support and csms are great. very responsive and helpful

Cons

call reliabilty isn't great. call quality can also be spotty

LinkedIn icon
Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

solid tool in tough space

Pros

reasonable pricing model that supports our needs

Cons

unrelisble connection, calls dropped and not loggged

Michael from Cognosante

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Easy to deploy and scales!

Excellent! A great value for us.

Pros

It doesnt require any download or installs. Cloud based easy to use. We love the app connect experience to easily add new apps functions and features with just two clicks... seriously no IT support required.

Cons

Requires chrome browser or the download call bar. Doesnt work in IE if you are stuck using that.

Michael from SICOM Systems Inc

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

More Than a Service Provider....a Partner

Talkdesk truly is a partner. They developed a .rpm package of call bar specifically for us to use in our linux environment. They also implemented a fix to call bar, disabling the auto audio adjustment in chrome.

Pros

Ease of use and implementation. Flexibility to work from anywhere. integrates with Salesforce.

Cons

There is no skills based prioritization at this time, but is coming down the road.

Will from SI

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Talkdesk review

Pros

How easy it is to use and integrate with other software

Cons

I can't find anything I don't like about it

Alexandra from SimplyInsured

Number of employees:  11-50 employees

Ease-of-use

Functionality

September 2018

Great product!

Pros

Easy to use and integrate with CRM systems

Cons

The built-in reporting Talkdesk offers could be better

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Customer support

Functionality

September 2018

Strong, easy-to-use call center solution

Pros

It was easy to implement and has addressed all of the problems that we were having when we decided to look for a new solution.

Cons

I wish the built-in reporting and data was a little stronger.

Nora from SimplyInsured

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Talkdesk Review

Pros

Talkdesk is really user-friendly and makes it easy to categorize the types of customer emails we receive.

Cons

Our stats for the day, either ticket solves, CSAT etc do not update instantaneously.

Allison from SimplyInsured

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Love!

Pros

It is so easy to use! It integrates so well with our other CRM software too.

Cons

Sometimes the connection can be less than stellar and calls occasionally drop.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

August 2018

Great tool for general lines.

Pros

I like that voicemails are visible to everyone so people know and can resolve the voicemails. Call quality is clear.

Cons

There aren't many cons with the tool that I have noticed so far.

Alan from HCL Technologies

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

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

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.

Josh from Workfront

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

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

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.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Keep Shopping

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.

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Verified Reviewer

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

July 2018

Simple Calling Software with limited features

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.

Alexis from Beautylish

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

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

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.

LinkedIn icon
Verified Reviewer

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

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

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

Francesco from EF English Live

Ease-of-use

Value for money

Customer support

Functionality

June 2018

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

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

Yseult from EF English Live

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Easy to use

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.


Displaying 1 - 20 of 74 reviews