Talkdesk

RATING:

4.5

(724)

About Talkdesk

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 mak...

Talkdesk Pricing

More information on pricing tiers can found at www.talkdesk.com/pricing

Starting price: 

$1.00 per month

Free trial: 

Not Available

Free version: 

Not Available

Talkdesk historical reporting
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Talkdesk Reviews

Overall Rating

4.5

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Talkdesk

1 - 5 of 719 Reviews

Bernard

Retail, 11 - 50 employees

Used less than 12 months

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

OVERALL RATING:

4

Reviewed May 2022

Good new solution but requires more integration

User Profile

Roman

Verified reviewer

Information Technology and Services, 201-500 employees

Used daily for more than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed April 2020

Talkdesk for users

overall, my experiences has been exemplary with talkdesk as we're able to integrate this with zendesk which is a huge plus

PROS

ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app

CONS

sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page

Reasons for switching to Talkdesk

Genesis was extremely clunky

Robert

Consumer Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed August 2019

Why we chose Talkdesk

Overall, it has been a positive and pleasant experience. They are always responsive, always open to feedback and will go the extra mile to assist with special requests.

PROS

Ease of setup, the support provided, constant updates and integrations with other software and services. Constant updates from their development team on new features and services.

CONS

Could use some additional features such as multiple dashboards to monitor multiple centers/ring groups

Reason for choosing Talkdesk

Features, service package and features in development

Reasons for switching to Talkdesk

Better performance, better features

Anonymous

11-50 employees

Used less than 2 years

Review Source: GetApp

OVERALL RATING:

1

EASE OF USE

5

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

Reviewed 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.

Vendor Response

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.

Replied November 2015

Enrico

Information Technology and Services, 51-200 employees

Used daily for less than 2 years

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

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed February 2024

The Ideal Call Center Management For Business

PROS

With Talkdesk, we have been able to monitor calls and the software makes handling customer service better From VoIP to call center management and call tracking, Talkdesk has it all and this makes it great.

CONS

With Talkdesk, we have nothing to complain about as it has always delivered.