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 ...


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Supported Operating System(s):

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

662 Reviews of Talkdesk Enterprise Cloud Contact Center

Average User Ratings

Overall

4.55 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(419)

419

4 stars

(203)

203

3 stars

(30)

30

2 stars

(4)

4

1 stars

(6)

6

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 662 results

November 2019

Cortney from BoomTown! ROI

Verified Reviewer

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

Verified Reviewer

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.

November 2020

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

5.0

Functionality

4.0

November 2020

An Easy Simple Phone Solution

Pros

One of my favorite features about this software is that it allows for a call bar option, alongside the desktop page. The Call Bar makes making and receiving calls over IP a breeze with its simple interface, quick action dropdowns and also allows for caller ID. You're also able to track your workforce/teams on the full desktop page, letting you know who's on which status, how long their calls have been, their answering rates, etc.

Cons

One thing I will note is that sometimes, two calls can come in at the same time when both the desktop platform and the Call Bar are open on different monitors. I'm not sure if this is a glitch on our end, but something worthing noting.