Talkdesk Call Center Software


 

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.

 

Talkdesk Call Center  - Contact record view
 
  • Talkdesk Call Center  - Contact record view
    Contact record view
  • Talkdesk Call Center  - Live real-time reporting
    Live real-time reporting
  • Talkdesk Call Center  - Historical reporting
    Historical reporting
  • Talkdesk Call Center  - Callbar
    Callbar
  • Talkdesk Call Center  - Talkdesk for Salesforce
    Talkdesk for Salesforce
  • Talkdesk Call Center  - Talkdesk for Zendesk
    Talkdesk for Zendesk
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

74 Reviews of Talkdesk Call Center

 

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Software Advice Reviews (7)
More Reviews (67)

Showing 1-7 of 7

Alexander from CATERWINGS
Specialty: Food / Beverage
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Questionable business practices

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We have been using Talkdesk in connection with SF for a year. Despite user growth 10X, they tried to raise prices by more than 20% with us in an intransparent way shortly before the renewal of our contract.

Pros

Relatively stable call solution

Cons

SF Integration not working reliably,
Intransparent price increases,
Unresponsive customer service

Advice to Others

Don't go with this provider.

 
 

Joel from JKED, INC
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

After 1 month

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I highly recommend paying for implementation support. After 1 week of working through installation and integrating with our helpdesk, we were up and running smoothly. Metrics have lived up to hype. Real-time is awesome.

Pros

Ease of use, analytics

Cons

Hard to implement on your own

Advice to Others

Pay for implementation support

 
 

Jesse from Riskalyze
Specialty: Software / IT

September 2016

September 2016

Great product, but lacking some features we need.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

SUPPORT! Your support team was able to help me with my issues quickly and with a professionalism that I feel is almost unmatched. A breath of fresh air in an era of nightmarish phone menus. The software is intuitive and the ease of data input is also a big win for our organization.

Likes Least

The lack of features is really something that makes me weigh my options when it comes to Base vs other CRM's. It has proven difficult to scale as our business increases. So while Base has proved to have limitations in our situation, had we remained small, it might not have been such an issue?

Recommendations

Try to look at your future. Evaluate first how the software works as a standalone, and then how well it works with YOUR specific situation/process. Just because a hammer isn't ideal for opening a can of soup, doesn't mean it can't be the perfect tool for someone else. Try to judge it by those standards.

 
 

Adam from Riskalyze
Specialty: Other

September 2016

September 2016

Good idea, poor execution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

The thing that really drew us towards talk desk was the amount of softwares they integrated with. The sales person that onboarded us was extremely helpful and friendly. The site was very clean, and calls were very crisp and clear.

Likes Least

At all times there was 5 second delay, the integration with helpscout created more work than it alleviated. The fact that all call were recorded seemed to creep out our customers (I understand it can be turned off, but I'm not sure why we would pay for the software when we weren't going to use.) Most issues we had seemed unsolvable by the support team. having everything launched through browser was messy at times when we needed to clear caches or had internet crashes.

Recommendations

They offer demo periods where you can use credits, I would suggest you use this demo period.

 
 

Amber from Bellhops
Specialty: Other

July 2016

July 2016

Great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Easy to navigate, great customer support team, love the visibility for our agents and managers alike.

Likes Least

Onboarding was a bit lengthy, but other than that I would highly recommend!

Recommendations

I would definitely use Talkdesk if you're a data-driven company.

 
 

Sam from Smarking
Specialty: Software / IT

January 2016

January 2016

Easy to use, pain-free, amazing quality

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Easy to use, integrates with many different CRM's and help desk solutions, efficient

Likes Least

no power dialer, but they are looking into building this tool

Recommendations

Both support managers and support agents love how easy it is to use.

 
 

Miguel from Uniplaces
Specialty: Software / IT

July 2015

July 2015

Realiable & Flexible Software and Great Customer Service

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Great personalised customer service. Good integration with Zendesk. Custom reporting options are really amazing and can give great insights into the business

Likes Least

Pricing is not very straightforward, even though it is a great value for money. Default reporting could be improved

Recommendations

We tested several saas solutions (e.g. 8x8) and talkdesk was the best.

 
 
 
Showing 1-20 of 67


October 2018

October 2018

TalkDesk Review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 

Dominic from Proofpoint
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Awesome Call Center Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 


September 2018

September 2018

talkdesk review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 


September 2018

September 2018

solid tool in tough space

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

reasonable pricing model that supports our needs

Cons

unrelisble connection, calls dropped and not loggged

Review Source: Capterra
 

Michael from Cognosante
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Easy to deploy and scales!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Michael from SICOM Systems Inc
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

More Than a Service Provider....a Partner

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Will from SI
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Talkdesk review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

How easy it is to use and integrate with other software

Cons

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

Review Source: Capterra
 

Alexandra from SimplyInsured
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Great product!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Easy to use and integrate with CRM systems

Cons

The built-in reporting Talkdesk offers could be better

Review Source: Capterra
 


September 2018

September 2018

Strong, easy-to-use call center solution

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
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.

Review Source: Capterra
 

Nora from SimplyInsured
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Talkdesk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Allison from SimplyInsured
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Love!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


August 2018

August 2018

Great tool for general lines.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: Capterra
 

Alan from HCL Technologies
Number of employees: 10,000+ employees Employees number: 10,000+ employees

August 2018

August 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: GetApp
 

Josh from Workfront
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2018

August 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 


July 2018

July 2018

Keep Shopping

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 


July 2018

July 2018

Simple Calling Software with limited features

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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.

Review Source: GetApp
 

Alexis from Beautylish
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 


June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Francesco from EF English Live

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra
 

Yseult from EF English Live
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 
 
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