Talkdesk Enterprise Cloud Contact Center Software

4.47 / 5 (198)

Our advisors have recommended this product 7 times in the last 30 days

About 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 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.



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Supported Operating System(s):

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

198 Reviews of Talkdesk Enterprise Cloud Contact Center

Average User Ratings

Overall

4.47 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(122)

4 stars

(59)

3 stars

(10)

2 stars

(2)

1 stars

(5)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 198 reviews

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March 2019

Valdrin from Slice

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

March 2019

Easy to set up and feature full contact center

Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Pros

The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves.

Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Cons

The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience.

The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

February 2019

Don from Zenwork

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

February 2019

The Best, Near Perfection Integration

We have been using both SalesForce and TalkDesk for more than a year now for our company and it could have never been easier compared to what we were using before, I am really thankful that our team have discovered this platform. We started using SalesForce first for a few weeks but then TalkDesk happened and it has never been this easy for me and my team, Calls logged automatically, Cases auto populate with the correct and necessary details which results in fast and efficient customer response and information backtracking. We can never ask for a better service, The Talkdesk Live at our dashboard was super helpful for managing our Agents and for tracking our service level rates which is very important if you are working for a customer driven company/job. The only hiccup that we have experienced overall is SF connector not linking properly to the TalkDesk widget in which we figured was caused by Internet fluctuations whenever the connection speed gets lost/slow but with coordinating this with the Talkdesk Team and our IT department we were able to fix the issue and it barely happens anymore and when it does occur it can be easily fixed by reloading SF. Such an awesome service.

Pros

Integration is a breeze, My team and I never encountered any issues with the integration and the information of any of our call logs getting lost/missing

Cons

Callbar integration would sometimes disconnect fail, there are times where the information takes minutes to get transferred to Salesforce which is detrimental to fast customer interaction

January 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

3 of 5

Functionality

4 of 5

January 2018

Fairly innovative company, not perfect but who is

Pros

We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.

Cons

We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.

June 2016

Kenneth from WeGoLook, LLC

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

4 of 5

June 2016

A fresh take on an old necessity

There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble. As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Pros

1. A wide array of out of the box integrations with other widely used platforms
2. Great customer success management
3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
4. Lots of opportunities to share feedback and participate in new beta offerings
5. Good value for the price per seat
6. Effective as a cross-company phone solution, both for call center and non call center staff

Cons

1. An API to an API. Because Talkdesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities.
2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

March 2019

Vladimir from Taulia

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2019

User-friendly and easy to use

It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.

Pros

The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.

Cons

Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.

March 2019

Ken from BetterDoctor

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2019

A painfree cloud contact center telephony solution

Our overall experience has been great. My managers are able to run their teams efficiently with real time dashboards, and I'm able to get the high level trends with scheduled reports.

Pros

There was a time when most tools like this were aggravating in so many ways from set up to lack of meaningful reporting. Talkdesk is the opposite. They focus on the core value their product provides (an easy to implement, scalable contact center solution) and and make it better constantly. This isn't a company that makes pointless cosmetic changes to their interface to make their UI/UX people feel valued. Instead, the keep improving what a call center manager needs: swift integration, customization options that don't take a programmer to set up, and solid reporting options. Keep up the great work, Talkdesk!

Cons

Although they offer a bevy of integrations with other tools there is not a lot of guidance when things get complicated. However, their knowledge base is quite extensive and the articles, unlike many "help" centers, are not 3,000 years old. Their customer support team is also top-notch and can handle most questions.

March 2019

Armend from Slice

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2019

Easy and convinient

Slice is the software which connects our company with thousands of customers on a daily basis and makes our business successful.

Pros

I have been using talkdesk for more than 3 years. It is part of my daily job now and without talk desk my job as a digital marketing rep is unimaginable. Talkdesk gives you the opportunity to reach out to your customers and partners in a very easy way, the quality of the voice is great and you never have any kind of issues with the voice. Talkdesk is very easy to use and timesaving I don't think that there is any better product than talkdesk. Keep up the great work guys.

Cons

So far everything is great using this software and it has been more than 3 years now. It gets updated and improved all the time. My suggestion for this software is if there is any possibility to change the tones when you dial.

March 2019

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2019

Why I love using Talkdesk

Using Talkdesk we as a company, are helping our partner with their daily issues or concerns. Our Customer service is glad that has this software on disposal because we don't want to provide our partners with a negative experience. It doesn't matter if we are on the phone for 5 or 50 minutes, the quality of the call is always to a high level.

Pros

I love using Talkdesk mostly because is fast and I never had an issue with it. We are constantly doing outbound calls and receive inbound calls. It's perfect for online ordering companies. The calls will never drop and it supports our offices on a daily basis. Talkdesk statuses help us stay organized and know what people are working on throughout the day. Transferring calls is made easy with the warm transfer option and it's very cool and fast. Also, records contact names and voice recordings. But one of the best things is that can be integrated with Salesforce.

Cons

From my personal experience, until now I've never faced an issue using the Talkdesk and that's why I don't have any least favorite features about this software. I honestly love it!!!!!!!!

March 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

March 2018

Perfect tool for growing Support Team

Pros

Very customizable. You're able to set up the tool to integrate with your other Support platforms very easily. Talkdesk call bar on the computer is also effective (i.e. it's easy for agents to know when a call is coming to them, when they've missed a call, etc.). You an set up almost any requirements that you want for how long to ring, how long to be on hold, etc.

Cons

Reporting isn't as strong as it should be. Talkdesk is gathering huge amounts of data about customers, call patterns, etc. I would love to see more predictive suggestions. For example, "This time last year you had a higher than normal call volume. We suggest you have more agents on standby." We have to export the data to Excel to analyze.

June 2016

Kenneth from WeGoLook

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

June 2016

A fresh take on an old necessity

There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble. As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Pros

1. A wide array of out of the box integrations with other widely used platforms
2. Great customer success management
3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
4. Lots of opportunities to share feedback and participate in new beta offerings
5. Good value for the price per seat
6. Effective as a cross-company phone solution, both for call center and non call center staff.

Cons

1. An API to an API. Because TalkDesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities.
2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

November 2015

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

1 of 5

Customer support

1 of 5

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 of Talkdesk, Inc.

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.

November 2018

Mandy from MWB

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

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

March 2019

Ria from Perkville

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2019

Great and Easy-To-Use Tool

Easy, clear contact with prospects and customers. The click-to-dial function in Salesforce has definitely helped our sales team reach more clients with less effort.

Pros

Talkdesk provides a user-friendly interface for our sales, support, and customer success teams to take and receive calls from customers, all from remote locations. It has been reliable over the last 2 years we've been using it with no major issues.

I love the integration with Salesforce for logging calls and taking notes. Also, I like that all calls are recorded for training and customer support purposes.

Cons

Sometimes, but rarely, the connection is bad. In these cases, I can redial and that usually fixes it.

March 2019

Charlotte from Opendoor

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

3 of 5

Functionality

3 of 5

March 2019

Gets the job done, most of the time

It's great for day to day work, but technically/functionally, speaking, there is much to be desired. It's mostly unreliable for anything except the very basic function of taking and placing calls.

Pros

It's very easy to grasp and use, very fluid and simple. If you need a call center system, here's a good starter.

Cons

The call quality is passable on the best days. Also, it's measurement of metrics and call distribution always have something bugged or wrong with it. My team uses Talkdesk paired with the Callbar widget, and when the widget stopped working all customer support did was cycle me through three different service people with the same non-answers. Turn it on and off again and such.

March 2019

Logan from Kelly Klee

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2019

Talkdesk solved our phone system

We have solved long call queues, process inefficiencies, missed calls, after hours calls, marketing tracking, legal compliance all with Talkdesk.

Pros

Talkdesk integrated parts of our business that never before received interactions from a phone line. The live reporting, call recording and affordable numbers help close the loop on daily activities from marketing to sales to customer service. We would be the same company without Talkdesk.

Cons

Call quality issues are difficult to diagnose.

June 2016

Dachelle from imATHLETE

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2016

Perfect Software for our needs!

We switched over to Talkdesk from a standard Voip provider and I couldn't be happier. We're a smaller company with several needs and we've been able to meet them all with Talkdesk. We searched a long time for a solution that would integrate with our systems and give us the freedom to customize greetings at the drop of a hat and to also give us comprehensive and easy to read reporting. I'm so glad we found Talkdesk.

Pros

It's easy to integrate into our ticketing system. Live calls and queues are easy to see so that we can modify available agents. Modifications to available agents, greetings, voicemails, extension routing as well as the way the systems are integrated are so simple and quick. Prompt and excellent customer service.

Our account manager is amazing as well.

Cons

Like with any software, there have been some glitches but they are corrected quickly.

January 2019

Max from Geenio

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

January 2019

Great softphone \ telephony SaaS for SMBs and startups

Great option for multi-line multi-lang customer service, sales and tech support lines. One-stop-shop that includes landline numbers provider, traffic and the softphone solution.

Pros

– Ability to add numbers from various countries
– Visual IVR builder
– Decent audio quality
– Lots of features

Cons

– It's not that easy to integrate Talkdesk into existing ecosystem (e.g. to make IVR pass digits to an in-house solution and then make a transition based on that system's response)

November 2018

Danielle from Roblox

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

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.

June 2018

Yseult from EF English Live

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

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.

March 2019

Rodrigo from Hoteltonight

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2019

Implementation was really easy and reporting is easy.

Is being great! great tool, great support, great features, overall great decision!

Pros

Talkdesk is a great tool, intuitive and easy to use. Coming from complicated platforms like Avaya and Five9, Talkdesk is really ahead of the competition. From the reporting easiness and the trouble-free implementation, I have no issues recommending it to anyone.

Cons

Reporting may include more options for power users.