Talkdesk

Talkdesk Cloud Contact Center


4.5 / 5
425 reviews

Who Uses This Software?

Our target market is customer-centric companies of all sizes looking to improve customer experiences through more personalized, data-driven customer interactions.


Average Ratings

425 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • Talkdesk
  • www.talkdesk.com/
  • Founded 2011
  • United States

About Talkdesk Cloud Contact Center

Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers.


Talkdesk Cloud Contact Center Features

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Archiving
  • Call Sharing
  • Distributed Call Recording
  • Event Triggered Recording
  • File Transfer
  • Instant Retrieval
  • On-Demand Recording
  • Recording Bookmarking
  • Scheduled Recording
  • Screen Activity Recording
  • Video Call Recording
  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail
  • Auto Dialer
  • Call Center Management
  • Call Monitoring
  • Contact Management
  • Inbound Reporting
  • IVR / Voice Recognition
  • Outbound Reporting
  • Predictive Dialer
  • Telemarketing Management
  • Voice & Data Integration
  • VoIP

Talkdesk Cloud Contact Center Reviews Recently Reviewed!


Easy to set up and feature full contact center

Mar 19, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Overall: 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.

The Best, Near Perfection Integration

Feb 28, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Overall: 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.

Fairly innovative company, not perfect but who is

Jan 19, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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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.

A fresh take on an old necessity

Jun 20, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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.

Talkdesk for call centre

Apr 08, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow.

Cons: I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it.

Overall: I was initially a customer experience agent. As an agent, I was using Talkdesk as a tool to communicate with customers and keep track of my performance.

I am now a manager and use Talkdesk daily in order to manage the workflow of my employees. Additionnally, I always use Talkdesk to have a detail view of the performance from the member on my team. Based on their data, I will be able to performing adequate coaching sessions.

Easy to navigate

Apr 17, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I would say the best thing is that it is really easy using the Callbar, reviewing calls, conference calls, transferring calls, etc. While working in Customer Service I used Talkdesk 8 hours a day and for that kind of job is very important to have a fast and easy way to reach out to the customers.

Being able to find previous calls in two clicks is the best thing ever. Yes, you have to put the number but that's about it. When you put the number it takes you to a site where you can check all the calls you made with that phone number, even years ago. I could've listened to a call that my colleagues made which help me perform better in my call.

Cons: So far, can't complain. There were times that the widget would not work but the web was always working as a backup plan.

Overall: Like mentioned before, working in customer service there is a lot of times where I had to speak with the customer call someone else at the moment. Putting the customer on hold and at the same moment calling at a different place was really helpful. Great service! Really satisfied.

User-friendly and easy to use

Mar 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

A painfree cloud contact center telephony solution

Mar 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Best feature ever!

Apr 17, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I am using TalkDesk for a while now and I am super satisfied! The benefits are countless. You can track basically everything! Since I'm working with business partners I often have to pull up reports to check my performance and I am amazed how much information I can get. I love the reports because I can see how much I was on the phone, how long I had a meeting, when did I go on my lunch break, etc. Another thing that I like is that I can re-listen all the calls that I've made, and I can even check how were my metrics for the whole month!! In our company, we use a lot of tools and the best thing about Talkdesk is that is integrated with Salesforce. It's fast, accurate, consistent and super user-friendly!!!!

Cons: To be honest, until now I've never had issues using it. It's always reliable and the connection is great!!

Overall: Using Talkdesc we always provide the best experience to our business partners. Whenever we have meetings for discussing metrics we always have the most accurate information because of Talkdesk and Salesforce. I love it!!

Easy and convinient

Mar 18, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

Helpful for a small-to-mid call center, could use better reporting.

Apr 10, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use and general aesthetics of the software. Everything looks clean and modern. Live dashboards look great, reports look great, the whole UI is beautiful. Generally speaking, it's very simple compared to other more complex legacy phone systems I've used. The process for setting up new agents is intuitive.

Cons: There is a lot to be desired about the flexibility of the reporting functions. For most of my more complex call center metrics, I have to export mass call data Excel then slice and dice from there. They have great basic reports out-of-the-box, but our call center has some nuances that their stock reports don't capture. I wanted to be able to take any field/metric in the system and build a report around it, but that's not possible, at least not yet. They have informed us that they will be rolling out brand new custom reporting features soon, I'm excited about. I only dock them one star for this, however, because the bottom line is that my data is in their system, which integrates with Salesforce. So, even though I can't get my metrics the way I want to from inside Talkdesk, I can still export or run in Salesforce just fine.

Overall: Before Talkdesk, we had a legacy PBX system that was old and clunky, to put it mildly. Talkdesk's implementation process was extremely smooth, and their implementation team was right there any time we hit a bump. Responsiveness did decrease SLIGHTLY post-implementation, but not to any concerning degree. Bottom line is that we are getting our phone calls and able to track them to improve processes and overall business function.

Why I love using Talkdesk

Mar 20, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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!!!!!!!!

Overall: 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.

Perfect tool for growing Support Team

Mar 24, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

The best experience using Talkdesk

Mar 26, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Talkdask is really fast and easy to use. It is very easy to install it and adapt to it. All the calls are recorded and you can pull out any reports you might need for inbound or outbound calls. This helps to keep a track on the progress of our everyday basis at work. We are using it at work to communicate with our customers and they can have our numbers and leave voicemails.

Cons: There is nothing to dislike regarding this amazing tool. I don't have any complaints. The only thing I would like to mention is more a suggestion than a complaint or dislike. It was going to be perfect if Talkdesk will be able to automatically recognize the country code of the phone number.

Overall: I am part of an SEO agency and it was going to be impossible to work without Talkdesk. We need to communicate with the customers on an everyday basis. Our managers can keep a track on our performance using the reports.

A fresh take on an old necessity

Jun 20, 2016
4/5
Overall

4 / 5
Ease of Use

3 / 5
Customer Support

5 / 5
Value for Money

Comments: 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.

A great VoIP phone system for your support team

Apr 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Talkdesk is super-easy to setup and use, from buying new phone numbers, to creating IVRs, configuring call routing, and answering the phone. Our clients love the queue callback feature. I like being able to make adjustments to the IVR quickly when we have a service outage with our product.

Cons: Their reporting suite has gotten better over the year, but we still need to export the data and manipulate in Excel to get the things we want done completed.

Overall: We were able to get away from a hosting situation where we didn't have control of our system and had to submit tickets for simple changes that come up on a daily basis. Talkdesk allows our team to make updates on the fly and turn on a dime when we need to.

Excellent product and experience!

Mar 29, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Talkdesk is super simple and easy to use and it allows for calls to be recorded, so there's no forgetting anything that happened and there is no misheard numbers and emails, since everything can be played back. The feature that allows trainers to be listening to calls while the calls are being made is also a great bonus when it comes to a rep's performance and feedback.

Cons: Sometimes when an inbound call comes through, and the rep is on another call, it doesn't notify you immediately that there is a call missed/waiting.

Overall: It allows us to do a lot of outreach both inbound as well as outbound. Then using the group call feature is a bomb.

Over 3 years of success with Talkdesk

Apr 11, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use, it is very easy to understand how Talkdesk works, which makes it easier when new members join the team

Cons: I don't have dislikes. I would suggest that they add an option where you can put the customer on hold and call another number using the same account.

Overall: Me and my team have been using Talkdesk for over 3 years now and we are more than happy with their service. Their customer support is always helpful, the service rarely has problems (once or twice a year) and is usually resolved quicker than a lot of bigger companies. The overall experience of using Talkdesk has been positive, they provide you with a lot of performance data which we find very useful. The website is made easy to navigate.

Worst experience we had

Nov 06, 2015
1/5
Overall

5 / 5
Ease of Use

1 / 5
Customer Support

1 / 5
Value for Money

Comments: 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

by Talkdesk on November 06, 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.

Good product. Needs to improve Zendesk integration

Nov 08, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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

Overall: 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.

User-friendly software

Mar 27, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Talkdesk has a stable experience and the call signal is very stable. Even with cross-border and inter-continental calls, the other side and I could always communicate clearly. I love its simple user page, which saves my daily office time per task. When there are new updates, just a click on the notification to complete.

Cons: Currently, my office is located in Europe. When I try to communicate with other countries using European routes, it is always smooth, however when I use the Chinese line to dial a Chinese number, sometimes it's unable to connect. We have contacted the customer service but the problem still exists.

Overall: Every day I have fast-paced connections with customers around the world. This software helps me to accomplish tasks efficiently and with high quality, and to solve customer problems in a targeted and effective way. Compared with mail communication, the use of office call software can better understand the customer's emotional appeal, find the problem faster, and improve customer satisfaction.

User friendly

Apr 27, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We have been using TalkDesk for over 6 years now and have always been supported. Our company started with only a few agents, and now we have over 80 agents and this is all thanks to the fact that we were well supported.

Cons: During some of our sales or hype launches, we have experienced some minor issues, which to us can be major issues, but they were always solved right away.

Overall: We have always had a positive experience with Talkdesk's support team and know that we can count on them at all times. We have referred them to other small businesses and will continue to work with them.

Ease of use

Apr 17, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use is unmatched by far. So easy to interact with our clients. I use Talkdesk every single day and basically handle almost my entire workflow through it. It supports call recordings which in our industry is absolutely vital for maximum issue handling.

Cons: There`s not much that i don`t like about Talkdesk. I get the occasional call drop but very rarely so maybe that.

Overall: It has been amazing so far. Used it for more than a year now and it really stands out. I have had the chance to use other similar products, but the quality of Talkdesk is unmatched. In my workflow we sometimes get to contact Google when handling Google My Business pages for our partners and the option for doing three way calls is so helpful. I can`t imagine using a different cloud call center.

The easiest way to reach your clients!

Apr 12, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I love that it's super easy to use, it literally took me a few minutes to learn how everything works. Plus the widget is amazing for quick calls.

Cons: The fact that the person on the other side of the line can sometimes not hear me well for the first few seconds of the call. I thought it was my headphones/microphone at first, but it's the same with a new pair. Not a dealbreaker though.

Overall: Surprisingly, very good! I was sceptical at first because I was so used to our old way of communicating with our customers, but now I can't imagine using anything else.

Talkdesk Review

Mar 27, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like the device compatibility, and consistent connection once sustained

Cons: Some of the visibility and navigation throughout the landing page is something to get used too, and sometimes hard to train people on. BUT once you get the hang of it, it's like riding a bike.

Overall: I've worked for Bellhops for 4 years within the Operations department and we've always used talkdesk as our main calling platform. I've tried out many other call-type services, but as far as quality of call and confidence of call-security, Talkdesk has definitely been the most consistent, in my opinion.

Great and Easy-To-Use Tool

Mar 01, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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.

Gets the job done, most of the time

Mar 20, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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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.

Overall: 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.

Talkdesk

Mar 27, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I enjoy how customizable the different views are throughout talkdesk. We have many types of Administrators and Shift Managers present on shift, that need to have the ability to customize and easily update all views, both for themselves and our customer representatives.

Cons: There are some issues that prevent calls from coming through. In my experience that status.talkdesk.com site does not always reflect when there is a system issue in real-time, and often, we have to call Support to understand if there is a site-wide issue.

Overall: I have always dealt with kind, courteous and informative representatives when contacting Talkdesk :)

Talkdesk solved our phone system

Mar 11, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

Great Product

Apr 15, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: The software is easy to use and easy to log into.

I can make outbound calls with the touch of a button and accept inbound calls just as easy.

The connection is great and the caller id is beneficial

Cons: The only real negative of the product is if you don't have internet connection, then you can't use it. Aside from that, there really isn't anything bad about the product. I haven't had any bad experiences.

Overall: I deal with multiple clients daily on multiple calls. The calls are always clear. They aren't broken up. Furthermore, I can use the software to listen in on live calls or listen to recorded calls for training purposes, which is a great tool to have.

Ease and Fluidity

Apr 09, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Talk Desk's ease of use is amazing and super intuitive. The product along with solid internet connection makes speaking with customers and partners easy but also very reliable. Teaching around this product is one of the most straight forward lessons and agents pick it up (literally) in seconds. Finally, the integration of this product and features make it super valuable to the user.

Cons: There are definitely instances of hardship where if you do not have super great internet, the call can be cloudy and wheels will spin (user error) otherwise the product is fantastic!

Overall: Absolutely Wonderful!

Perfect Software for our needs!

Jun 21, 2016
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Easy to use - Amazing customer service

Mar 26, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I found Talkdesk very easy to use for all my team and also the integration with our CRM software was smooth and fast.

But the best aspect to highlight is the support and help we received by the customer service any time we had an issue, a request or plainly a question about their product.

Cons: We experienced some problems of connectivity and delay in the voice returning in a few specific countries (Middle East ones, Russia).

Talkdesk for Customer Support

Apr 11, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's very robust and have all the features I could possibly need. I like that you can have many, customizable greetings and different settings for different phone numbers.

Cons: It is a little overwhelming to get set-up since it is so robust. Luckily Talkdesk has a great knowledge base that helps walk me through anything I am having trouble with though.

Overall: It's been great. I get timely responses and can tell their reps take the time to answer my quesstions.

Capterra loader

Great softphone \ telephony SaaS for SMBs and startups

Jan 28, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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)

Overall: 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.

Does what it needs

Mar 27, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: TalkDesk is easy to implement and easy to learn. Our team hit the ground running once the software was installed. It's a straightforward system that requires little in the ways of training.

Cons: The interface is still a little clunky, meaning you'll need the app and the website running if you wish to utilize the call bar and watch your teams service levels and availability in real time. While it is nice having the dual functionality of a call bar widget and the web app. Some functionality is limited in the web portal.

Overall: It's been a positive experience. Talkdesk's support team is top notch and has worked closely with our team leaders and agents to ensure our needs are met. While the software is great as it, it has the potential to be even better, and I look forward to seeing the changes to come.

Talkdesk

Nov 08, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Talkdesk Review

Mar 27, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It helps to easily track call times and availability; streamlines communication across our office here and overseas at the same time

Cons: Not really anything I can think of; sometimes we have to log out/log in to change statuses and when the pages are refreshed, we get put back on a preliminary shift status. Other than that, no issues

Overall: Personally, I've only ever had to contact them once, and they were polite, attentive and fun to work with.

Use talkdesk a lot with some issues, but mostly with ease

Apr 11, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: It seems to work when I need it.

Records calls when I want it to, but can be shut off when dealing with payment info.

Routes calls and voicemails efficiently.

Easy to use interface.

Cons: -Typically have to refresh the window several times throughout the week.

-Voicemail recordings can take a while to load.

-Doesn't work great with all headphone types.

Overall: Talkdesk is my primary tool to sell a ton of insurance. It does the job.

Capterra loader

Easy to use

Jun 19, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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

Implementation was really easy and reporting is easy.

Mar 11, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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

Great Platform!

Apr 05, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: What I really like the most would be the integration that the software has with Salesforce/ our ticketing system. Talkdesk is very easy to use and is lightweight. Updates are easy. The ability to have access to recorded calls has saved me on several occasions. Having the ability to log in remotely is very nice as well! There are many Configuration options to best suite every users needs.

Cons: Sometimes there are issues with Call Transfers and disconnects. But these are limited and I have noticed improvements with updates.

The perfect tool for customer support

May 06, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I'm part of the customer support team of an internet marketing and SEO software company. Talkdesk has been a great tool for our team as it's simple, easy and convenient to use. We're able to make international calls and track/log all phone interactions with clients. They even have a widget mode for effortless phone call monitoring! Highly recommend.

Cons: I wish there was an easier way to be notified of a missed call or voicemail assigned to you rather than refreshing the dashboard every time.

Overall: An effective and efficient call center solution.

Outstanding tool

Mar 04, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: TalkDest is very easy to use, it gives you an option to record your calls and it makes your job easier and faster.

Cons: I would like to be able to use it as an App on my phone.

Overall: I've been using TalkDesk for a few years now and I can say that it's very easy to learn it and use it, it's providing the option to record your calls, voicemails, and document everything from the moment you started using it. love it

The contact center solution that your company needs!

Mar 26, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Talkdesk is a great tool that makes making calls efficient and easy. I appreciate how Talkdesk and Salesforce migrate to allow me to log my calls, click to call and auto dial. Additionally, the voice drop feature makes my daily calls a lot less mundane. This platform's simple design makes it very user friendly.

Cons: I wish that there were a way to log notes from a call in Talkdesk and have that migrate into Salesforce under the customer's account. There are also some issues with the Google Chrome extension.

Overall: As our company grows, Talkdesk helps us to cater to a variety of markets. This tool allows me to work efficiently and monitor my performance both in the office and while working remotely.

Great App

Apr 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I really like being able to listen to my past conversations with customers. This is great for learning where I could do things different in future calls.

Cons: I wish the search feature was able to handle numbers and names without having to pick which one I am searching.

Overall: Its a really great tool for our business. I use it every single day and have not had any issues.

Very Efficient system

Apr 01, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: It allows our sales team to answer calls from wherever they are based. Often they are at venues or working remotely so we can still answer calls professionally and quickly with ability to track and record figures.

Cons: Calls can be missed if you forget to complete the disposition so it would be useful to be notified if a call is coming through even if you are on the line or completing the call information.

Overall: Call handling statistics are improved helping with sales and the overall customer service

We can now listen to calls to assist with training or issues within the team or from the customer

The system is integrated with out PMS which is Salesforce and this is very effective to log calls or see who is calling beforehand

Efficient for calling and reporting

May 13, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: My team liked the direct integration with salesforce for click to call as well as the different reports we were able to generate

Cons: Sometimes the calls would drop and get disconnected which was difficult for the team

Overall: Overall Talkdesk provided a helpful calling and tracking solution for our team. It helped with operational efficiency and tracking analytics of team members.

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

Aug 15, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Talkdesk is Great for all Users

Mar 27, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Talkdesk reports are easy to pull, metrics are accurate, dropped calls are few.

Cons: They could allow for better filtration on reports. I am left to run all of my filters to complete quality assurance of the team. Would be nice to not have to do this manually.

Overall: I have been using this software for nearly a year, and find as a user it is easy to use. Customer support is very timely in their response and very customer centric. Updates don't interfere with our job. It would be nice to have our internal programming be compatible with Talkdesk, but that's not on them