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

108 Reviews

  • 4 / 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

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 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 Reviews Recently Reviewed!


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.

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.

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.

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.

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.

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.

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

TalkDesk - a Call Centre in the Cloud

Mar 30, 2015
4/5
Overall

Comments: SmartCloud (www.smartcloud.ie) is an cloud services provider, we resell a portfolio of cloud based business solutions, primarily in the area of Google Apps and CRM. Internally we have integrated Talkdesk with our Nimble CRM database. This integration with its click-to-dial functionality has dramatically increased call volumes from our outbound sales team. As call dispositions in TalkDesk (and recordings of the call itself) are automatically recorded as a note against the contact record in Nimble we have a complete record of who said what to whom and when - vital for getting a 360 degree view of the customer. Integration of TalkDesk into the Nimble Gmail extension means that agents now have complete access to CRM information in their inbox plus the convenience of click-to-dial functionality in Gmail as well as in the CRM itself - a dramatic increase in convenience and productivity.

Pros: We have been working with TalkDesk since they appeared in Beta, well before the product was commercially available. I have always found the TalkDesk support team to be really proactive both in implementing improvements which we suggested (like the click-to-call functionality in the Nimble extension for Gmail) as well as resolving the inevitable minor issues you get when setting up any new system for the first time.

Cons: Very few cons to be honest. I would like to see a native mobile app, but other than that our experience has been very positive.

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.

Capterra loader

Easy to deploy and scales!

Sep 27, 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: 10.0/10 Not
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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.

Overall: Excellent! A great value for us.

Solid Reporting

Nov 07, 2018
4/5
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: I like the reporting tool and the interface that we can share with the team.

Cons: Not being able to customize reports. Calls drop from time to time and the app can crash.

Overall: We've been using Talkdesk for the last year or so. It's better than ring central but we do have connection issues from time to time (calls dropping). I really like the reporting but I would love the ability to customize my own reports instead of picking from a handle full of premade ones. Additionally, we've struggled to integrate zendesk's reporting perfectly with Talkdesk, so we had to pull data separately.

Works seamlessly with my other customer-facing software

Jun 14, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It makes digital calling very easy and connects with my other customer service related systems for easy integration.

Cons: sometimes there are odd errors when trying to make a call, and sometimes calls won't come in even though my reps are available. This is rare though, and their customer support tends to be on the case quickly.

More features added consistently, great support and communication from staff

May 25, 2017
5/5
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: -No equipment necessary (other than computer and headphones) -Great communication with our Product Manager, Tech Support -Good knowledge base, training and tips online -Once AppConnect releases, we will easily integrate WFM tools, etc. -Constantly updating features

Cons: -Some back office features like call history, redial not yet available on the callbar (though in the pipeline) -Wish for more granularity of permissions so various support teams could manage their own holiday hours, again these features are in the pipeline -Wish for widget type mode for the Live View to create a wallboard type display for TV (in the pipeline)

Functional, reliable, cost effective!

Nov 07, 2018
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: Ease of use and training new personnel. Great reporting tools.

Cons: I wish it were more "smart device" friendly. iOS and Android. Definitely strong on pc or laptop, but would be nice if I could easily use as an app or on a browser. It would also be nice to auto plan/schedule weekly/monthly reports.

Overall: Zero issues.

Great product and great service

Nov 07, 2018
4/5
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: Ease of use and ability to pivot quickly based on the needs of the day/week/month.

Cons: We have a huge seasonal swing with customer growth and not having seasonal licenses has been a challenge.

Overall: Talkdesk has enabled our team to deliver quality customer service at a higher volume and impact level.

Great product

Nov 07, 2018
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: Love the ease of use and integrations. Additionally, Talkdesk is the most advanced and user friendly contact center software I've ever used. Leveraging their platform allows us to focus on helping customers instead of worrying about the technology or tools. I would highly recommend Talkdesk.

Cons: The occasional downtime can be problematic, but with the new 100% SLA, I look forward to that changing

Great product, but lacking some features we need.

Sep 07, 2016
5/5
Overall

5 / 5
Ease of Use

3.5 / 5
Features & Functionality

5 / 5
Customer Support

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

Cons: 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 to other buyers: 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.

Excellent cloud based call centre solution.

May 07, 2015
4/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: SmartCloud (www.smartcloud.ie) is an cloud services provider, we resell a portfolio of cloud based business solutions, primarily in the area of Google Apps and CRM. Internally we have integrated Talkdesk with our Nimble CRM database. This integration with its click-to-dial functionality has dramatically increased call volumes from our outbound sales team. As call dispositions in TalkDesk (and recordings of the call itself) are automatically recorded as a note against the contact record in Nimble we have a complete record of who said what to whom and when - vital for getting a 360 degree view of the customer. Integration of TalkDesk into the Nimble Gmail extension means that agents now have complete access to CRM information in their inbox plus the convenience of click-to-dial functionality in Gmail as well as in the CRM itself - a dramatic increase in convenience and productivity.

Pros: We have been working with TalkDesk since they appeared in Beta, well before the product was commercially available. I have always found the TalkDesk support team to be really proactive both in implementing improvements which we suggested (like the click-to-call functionality in the Nimble extension for Gmail) as well as resolving the inevitable minor issues you get when setting up any new system for the first time.

Cons: Very few cons to be honest. I would like to see a native mobile app, but other than that our experience has been very positive.

Smile and Dial

Nov 13, 2018
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: Easy to use and setup integration and google chrome extension. Makes clicking to dial super quick and easy. Dial out time is very minimal so there is no time lost when dialing from talk desk. Call forwarding to my cell also works very well. Overall very happy and have ever run into an issue

Cons: The dial sound is different than most which sometimes annoys me.

Great phone system for startup support

Jun 17, 2018
4/5
Overall

4 / 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 easy to use and the features made calls every easy and managable for our smaller team. It also integrates with many of the CRM software we use so that ticket tracking is seamless.

Cons: Talkdesk crashes a lot. At least once or twice a day. It worked well when it works but there were are a lot of issues when we are having a very high call volume.

Awesome

Nov 07, 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: Affordable, usability and the customer support is awesome.

Cons: At this time I have no cons that I can think of.

Overall: I may not always get the answer I want, but I feel heard and the customer service and experience is amazing.

More Than a Service Provider....a Partner

Sep 27, 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: 10.0/10 Not
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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.

Overall: 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.

Talkdesk roadmap

Nov 08, 2018
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: Requires no engineering internal resources

Product releases

Cons: Old process to move to our AWS - but they fixed that.

Overall: Stellar - my company loves the decision I made to stand up Talkdesk!

Does what its supposed to do!

Apr 21, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Integrates easily with salesforce reports

-you are able to do click to dial

- any phone number in emails automatically will connect to Talkdesk if the software is open

Cons: The software glitches. I can not tell if its due to the volume of sales reps we have using it under one roof, or if its the talkdesk themselves.

Great Tool for Easy Phone Deployment

Mar 22, 2016
4/5
Overall

5 / 5
Ease of Use

2 / 5
Customer Support

3 / 5
Value for Money

Comments: Our company was looking for an easy to manage phone solution as we look to scale our business. Our previous solution provided little flexibility for remote employees and hard to use data for measuring volume. Talk Desk allowed us to deploy a valuable, long-term phone solution for our business in under month. We've been impressed with the ease of use and performance with Talk Desk.

Pros: Intuitive design makes navigation and setup extremely easy. Real-time and historical data helps headcount forecasting. Array of integration solutions with other support partners, such as Desk & Olark.

Cons: Initial Sales - Despite the intuitive design, the implementation was made unnecessarily confusing by a lack of clarity around how to test the product. My initial sales rep was extremely vague about how to start using Talk Desk, so I contacted their Support channel, which gave me instructions for porting my existing public number. Once we waited 2 1/2 weeks for our number to be ported, we were only able to test for a day before they ended our trial and shut down our public number. I would recommend Talk Desk work on the communication and visibility between their sales and support channels, so they don't run the risk of placing a public number offline, while a lead is exploring their product.

Our organization uses Talkdesk as a main source for communication.

Jun 09, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Talkdesk is great for tracking and recording phone calls to enhance quality assurance. It is also very simple to use!

Cons: Very rarely will you run into an outage. When you do, Talkdesk is quick to respond to resolve the issue.

Overall: Very simple to use and when time is of the essence... Talkdesk is the solution

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

Aug 01, 2018
4/5
Overall

4 / 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: 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.

Overall: This software works, but there are a couple of thing that really bother me about it.

Customer Connection Simplification

Nov 08, 2018
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: Clean UI, flexible admin, click and point features, and most importantly, super easy to learn and train users to use and manage the solution.

Cons: Like more advanced features to customize reports.

Overall: Talkdesk helped us bridge the regional silos through a unified telephony solution.

Great Product on its way up

Nov 08, 2018
5/5
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: Great product that is on its way up. API based platform integrates easily with other programs and has user friendly UI for agents and admins alike.

Cons: Still a relatively new company that is experiencing normal growing pains.

Solid product, easy to use.

Oct 31, 2018
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: The calling logging and recording is fantastic. My favorite aspect is call quality. Our sales team uses another dialer that consistently has choppy audio or drops calls. This is not the case with talkdesk.

Cons: Once every few months I'll get the ring of death. Constant ringing that can pop up in the middle of call, very distracting. Have to restart computer after it happens.

Awesome Call Center Solution

Sep 27, 2018
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: technology, reporting, ease of use, call quality

Cons: nothing stands out, the prodcut works like it's designed

Overall: 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.

Shift review

Nov 07, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The fact that more and more features are being added. Ex: intelligent routing

Cons: Debugging can be a hassle. Especially bc I didn't set it up.

Overall: Started out bumpy, but it's getting much better (better support, more features, etc.)

Great Product, with some stuff on the roadmap

Nov 07, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Support response time and resolution have been excellent

Cons: A few pieces are perhaps overly simplistic

Overall: We are currently at the tail end of our implementation. As with any contact center transition, we've had our share of bumps in the road. One of the reasons we moved away from our previous solution was because of a perceived lack of response from our provider to address our issues, as well as a long lead time for making changes and improvements. With Talkdesk however, our implementation engineers have been impressively responsive, often finding new and clever ways to accomplish our desired designs. We have been impressed with their willingness to listen to our wants and needs and helping us to achieve them. The Talkdesk solution is not necessarily the right fit for every business, but for our mostly inbound customer service based contact center, we've been quite pleased.

The Escape Game

Nov 07, 2018
4/5
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: It's great to get calls and view how our service level is.

Cons: Sometimes there are a bit of hiccups, with disruption of service.

Overall: Overall it does what it is supposed to. I would like to see an improvement on the reporting side.

Capterra loader

Awesome Service and Outstanding Support

Jun 11, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Plain and simple, this is an amazing service for those working in the call center type environments.

Cons: Downtimes! We've only ever had a few issues, but that really is the only thing negative I have to say

Strong, easy-to-use call center solution

Sep 27, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

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

Very Intuitive

Apr 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: I like that it encompasses all aspects of customer support, in one place. One thing that grabbed my attention about TalkDesk was the ability to listen in on calls in a muted mode, or in a coach mode to speak with your agent, and the customer not able to hear you.

Cons: I did not find enough reviews for company using the software long term for us to make the move from all of our systems on to the TalkDesk platform. We are however still in contact with TalkDesk and would consider the move in the future.

Simple Calling Software with limited features

Jul 24, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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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.

Great for growing contact centers

Nov 08, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use. Easy to setup. Great for growing contact centers that just need a place to start. Easy to scale.

Cons: Reporting needs some work. For features are needed.

Keep Shopping

Jul 25, 2018
1/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality

2 / 5
Customer Support

2 / 5
Value for Money

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.

Easy agent admin and live insights but needs work on some basic functionality

Nov 08, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to setup agents and get them live on the phone. Customer support is great! They are very helpful and can assist with complicated asks.

The live feature is very useful and we rely on it daily to allocate agents in different ring groups.

Cons: We struggle with some basic functionality, such as agents experiencing intermittent audio issues when all of their settings are correct. Also, the IVR could be more robust and allow us to test different call flow experiences.

Overall: Talkdesk has been good overall. We had a challenging implementation but once we got it up and running, it's easy to get people setup, create new numbers and let other teams create their own phone experiences. If I have a question I know their support team will reply quickly and give me clear insight into my issue or question.

Pretty good but some features missing

Nov 08, 2018
5/5
Overall

5 / 5
Ease of Use

2 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: User friendly

Reliable

Nice aesthetics

Cons: Limited reporting features

Routing could be more granular

Helping a growing company become more efficient.

Nov 07, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use to just turn on, use, and deploy.

Cons: Difficult to pin point cause of call quality issues.

Great product!

Sep 27, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use and integrate with CRM systems

Cons: The built-in reporting Talkdesk offers could be better

I tested TalkDesk for about 8 months and found it to be great Great audio quality and customer support

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: The detailed metrics. Call time, call volume, recording, easy dialing and it's plug and play for SalesForce.

Cons: Never really found anything wrong with TalkDesk. We decided to use another softphone software that was already built into SalesForce Lightening

Amazing product

Nov 07, 2018
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: Allows you to recreate your support process. I would say you should give them a try!

Cons: Little pricey but worth it if you can afford it

Overall: We went from from having no reporting and poor call quality to have awesome reporting and consistent call quality!

Talkdesk review

Nov 07, 2018
4/5
Overall

4 / 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: Call quality, integrations, innovation and communication to customers.

Cons: Admin and call flow UI. A lot of options are too broad.

Overall: Great customer service, easy to set up, questionable UI, excited for what is coming

Five Stars!

Aug 06, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: I work for a budding flower-delivery tech startup with big goals for growth. When searching for a solution, we knew we needed a phone solution that could scale with us as we grow our team, while allowing our team to have the flexibility to work from anywhere with internet. Further, being in the flower industry, we need the flexibility to temporarily expand our call support around the big bloom-gifting holidays. Talkdesk is our solution. We love that Talkdesk is a cost-effective, browser-based solution. It was quick and easy to set up and start taking calls. We love the ability to tag calls, which allow us to keep a good pulse on the customer experience, and the reports help us ensure our customer happiness team is providing the best possible care to our customers. Talkdesk's customer support team is amazing as well. Five stars overall!

Pros: browser-based, affordable, easy integrations, tagged calls, great reporting tools for easy analytics, excellent customer care

Cons: We'd love to be able to tag calls with multiple dispositions, and the ability to easily search for specific calls, specifically the ability to filter search by date, disposition (tag), etc.