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

43 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $45.00/month/user
  • Pricing Details
    Billed annually
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

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

About Talkdesk

Talkdesk is next-generation cloud-based contact center software with IVR 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

  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail

Talkdesk Reviews Recently Reviewed!

Easy to use call center that is setup in under an hour

Aug 08, 2017
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: Nice UI, it is visible that Talkdesk is constantly adding new features. Really easy setup and especially the AppConnect store for apps allows you to install many nice apps all with 30-day trial. The Salesforce.com integration is really nicely done.

Cons: The player for calls is rather simple - it does not show waveform or when agent and customers are speaking.

Overall: easy call center for inbound & outbound

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)

Questionable business practices

Jan 30, 2017
1/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

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

Pros: Relatively stable call solution

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

Recommendations to other buyers: Don't go with this provider.

Awesome Salesforce Integration

Dec 16, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great salesforce integration (workflows & triggers can be setup). It has a standalone app and salesforce app.

Cons: Pricing is based per user which can get expensive.

Overall: We are currently testing out TalkDesk for our new softphone solution. We love how deeply it integrates into Salesforce. It's also convenient that there is a stand-alone application and a plugin that you can use while logged into Salesforce.

After 1 month

Oct 07, 2016
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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Comments: I highly recommend paying for implementation support. After 1 week of working through installation and integrating with our helpdesk, we were up and running smoothly. Metrics have lived up to hype. Real-time is awesome.

Pros: Ease of use, analytics

Cons: Hard to implement on your own

Recommendations to other buyers: Pay for implementation support

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.

Good idea, poor execution

Sep 01, 2016
4/5
Overall
5 / 5
Ease of Use
2.5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The thing that really drew us towards talk desk was the amount of softwares they integrated with. The sales person that onboarded us was extremely helpful and friendly. The site was very clean, and calls were very crisp and clear.

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

Recommendations to other buyers: They offer demo periods where you can use credits, I would suggest you use this demo period.

Great product

Jul 22, 2016
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: Easy to navigate, great customer support team, love the visibility for our agents and managers alike.

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

Recommendations to other buyers: I would definitely use Talkdesk if you're a data-driven company.

Good solution with a lot of potential.

Jun 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Our company transitioned from a very "traditional" telephony service to Talkdesk in the hopes that we'd be able to better integrate our telephony and other customer communication systems. So far the overall experience has been great, Talkdesk has proved to be more dependable and easier to use. For us those were 2 of the most important features we needed and from the setup to implementation to support we've been very pleased with Talkdesk.

Pros: ¿ Integration options ¿ UI ¿ Ease of use ¿ Quality/Reliability

Cons: ¿ Current reporting capabilities too basic ¿ Lack of live dashboard configuration options ¿ Ability to change detailed settings for specific agents ¿ Customizing business hours with corresponding greetings

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.

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 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.

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.

Talkdesk has been awesome

Mar 17, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We use talkdesk internally to communicate with a remote workforce as well as externally for outbound sales. The product is seamlessly integrated with salesforce and has been essential for our business.

Pros: Easy to use Salesforce integration Statuses

Cons: The only con I can think of is that ring-group's shared numbers sometimes only go to one person.

simple tech

Mar 17, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We've used TD for inbound, outbound, and logging calls into SFDC. What I mostly like about it is the ability to link it to my phone since I'm not always at my desk.

Pros: The ability to link it to my phone since I'm not always at my desk.

Cons: No mobile app that allows me to work only on my phone with my TD number.

Talkdesk is simple and easy to use!

Mar 17, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have used Talkdesk for my outbound sales calls as well as my internal use for communicating with customers. It is very easy to use and syncs to my Salesforce account so I can log all of my calls to Salesforce instantly after my call is over.

Pros: Talkdesk has a very simple setup and is easy to use. Integrating with Salesforce is one of the best features that I use daily.

TalkDesk for sales

Mar 17, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: TalkDesk is a great solution for both inside and outside sales. Our reps love how easy it is to use TalkDesk and we see clear ROI. TalkDesk gives us everything we need and only that. There are not a lot of extra features that we don't need. The setup was also extremely straightforward and fast. I can't ask for a better call solution!

Pros: Easy of use Price Quick setup Integration with Salesforce

Cons: Adding web conferencing would be great

Easy to use, pain-free, amazing quality

Jan 20, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use, integrates with many different CRM's and help desk solutions, efficient

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

Recommendations to other buyers: Both support managers and support agents love how easy it is to use.

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.

Great Platform for Growing Business

Aug 07, 2015
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Great performance and tracking for managers ! The platform it's constantly upgraded, improved and has new features.

Pros: * Intuitive and friendly platform. * Easy to set up and start using it.

Cons: * Only works with Chrome and doesn't have yet a mobile version.

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.

TalkDesk scales well and provides an easy integration.

Aug 06, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We are a startup and needed quick phone integration with Zendesk. The integration was a breeze and their support ensured it went smoothly.

Pros: I found the interactions to be collaborative and they UI on the site to record vm and download messages to be easy. I know it scales because a peer at another larger operation has a few hundred agents using it. The range in plans was also useful as we are going to scale.

Cons: I would like to see a salesforce integration but candidly didn't even look to see if one is possible...it probably is!

Vendor Response

by Talkdesk on August 10, 2015

Thank you so much for your great review! We do indeed integrate with salesforce as well as many other business tools. "one-click two-way integration". Linke to salesforce integration page. http://www.talkdesk.com/call-center-software/integrations/salesforce

Great product

Aug 06, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Very easy to use and setup even without strong technical knowledge. Could definitely continue improving integration with Salesforce but they seem to be doing that based on a recent upgrade. Support is excellent in solving problems. Would highly recommend Talkdesk.

Pros: Easy setup Ease of use Scaling Integrations

Cons: Extent of integrations

Talkdesk review

Jul 29, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: From start application was easy to use. Notes, editing profiles were just extra added value. Telephone calls were clear and fast.

Cons: No cons. Program really works well.

Simple, Reliable, and Cost Effective

Jul 29, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We were searching for a call center to layer on top of our existing basic VOIP PBX. We evaluated many options on the market and none combined our three most important attributes - simple, reliable, and cost effective other than Talkdesk. We needed a solution that we would implement internally without developers, including integration to Zendesk and we needed it to be manageable by non-techie call center managers. All while providing rock solid reliability. We had it fully implemented before the end of our trial. It was so intuitive that we really didn't even need much training to implement. Very happy with our choice!

Pros: Simple, reliable, cost effective. Built in integrations. Easily managed.

Cons: Could have more advanced features like caller ID routing but covers all the basics well and is a solid platform to layer more features on in the future.

great tool

Jul 29, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Works well, does its job great, exactly what we were looking for. Also Talkdesk Customer Support team is very helpful and efficient whenever we need their assistance.

Pros: everything gets logged and recorded, it is easy to find the call history and listen to call recordings. Notes can be added and that helps when the calls rings back and you need to know what they were speaking about with the previous CS advisor. Another good thing is that you can have several lines on the same account and you can close/open just one of them or all at the same time.

Cons: at times some calls drop but that doesn't happen very often. It is then hard to tell if it was due to a bad line or the other person hanging up on you

Great app. Ease of use is incredible!

Jul 29, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Talkdesk in what in call in Brazil "a mão na roda". Easy to use and an affordable price in a market really hard to navigate if you are not from it.

Pros: Easiness, support, integrations

Cons: price for outbound calls, charging in US$ (currency is not good right now :( )

Realiable & Flexible Software and Great Customer Service

Jul 27, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Great personalised customer service. Good integration with Zendesk. Custom reporting options are really amazing and can give great insights into the business

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

Recommendations to other buyers: We tested several saas solutions (e.g. 8x8) and talkdesk was the best.

Loving Talkdesk

Jul 21, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The Customer Support Team at Saint Bernard is very happy with how easy this platform is to use, especially for training and reporting purposes. Call quality continues to be stable and strong.

Fabulous Product That Has Become An Integral Part Of Our Business!

Jul 06, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our company began using Talkdesk about 2 years ago and it has allowed us to grow immensely. Being a call center for Timeshare Rentals, the awesome features Talkdesk provides such as call queues, call routing, call recordings, and analytics per day/agent/time period is an awesome resource to for us to use to provide coachings, feedback and overall improvement of the service we provide.

Talkdesk is also continuously adding enhancements to their product and along with their awesome support team, always keep us in the loop when a new update has been released. Their support is also readily available to assist with technical support if any issues arise, which has been awesome. Talkdesk is very user friendly, making it a product that can easily become your "go-to".

We would absolutely recommend Talkdesk to any business or individual looking for a way to professionally and easily manage all phone communications.

Awesome Call Center in Minutes

Jul 02, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The easiest and fastest way to set a professional call center for your company. And it also comes with reports :)

Easy to set-up, easy to use and problems get fixed quickly

Jun 30, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:
Great Customer Support
New features launched constantly

Cons:
Reporting not fully developed yet
Some restrictions in buying phone numbers (legal ones)

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.

does what it's supposed to do

May 06, 2015
5/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

Comments: pros: easy setup, cons have some problems forwarding calls to my phone

Good Product but Poor Customer Service

Apr 30, 2015
2/5
Overall
4 / 5
Ease of Use
1 / 5
Customer Support

Comments: Pros: Easy to use. Works well.

Cons: I was double billed (no problem, it happens) and submitted a ticket on April 7th. No one responded from billing after several attempts until April 26th. By that time I made up my mind that I needed to switch to someone else as it was about to happen again for my next monthly payment and I've had no response. They responded back 2.5 weeks later that they'll credit my account and not refund. So I have to leave $300+ in credits behind.

I did sign an agreement for recurring usage charges to secure a lower per minute rate when I signed up, but was assured by my salesperson over the phone that he would remove that and it would be based off usage falling below a certain level and auto-refilling (no recurring subscription). That never happened. It wasn't in writing, so I have no proof. This is their justification for not refunding.

In any regard, this has been a huge headache to make the switch for myself and my team.

I was spending $500/mo+ with them between subscription and usage. I also referred an account twice my size in the office next to mine as I work in a startup co-working space in downtown Austin. It's a shame they're having these growing pains.

If they up their customer service game, they could have something great.

Great product!

Apr 28, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using Talkdesk successfully since launching. It's simple and easy to use for our customer support team. I highly recommend it for other startups.

Awesome Software and Great Customer Service

Apr 01, 2015
4/5
Overall

Comments: We use Talkdesk across our company in different departments for inbound and outbound calls. We have a lot of sales and support agents and while it took us a little bit to set up everything, once we did, we had a process running smoothly and efficiently. The Talkdesk team was unbelievable at making it happen for us and thus I would definitely recommend them for any company in need of a partner to solve any voice communication problems.

Pros: Great personalised customer service who Good integration with zendesk Custom reporting options are really amazing and can give great insights into the business

Cons: The features are not all there but as it is a new company it is very positive to see them developing over time The dashboard could be a little bit more user friendly Default reporting could be improved

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.

yamsafer experience

Mar 30, 2015
4/5
Overall

Comments: With more than 2000 daily incoming call, we couldn't afford the hassle and the amount of overhead that might be caused by having In-house contact center. Talkdesk offered us the perfect solution where we received the value of each dolor we have invested. Talkdesk is simple and easy to use, great customer service and scalable platform.

Pros: Simplicity, scalability, qualified customer service, VOIP support.

Cons: Should be integrated with other VOIP providers, billing is a bit confusing

Excellent team and service!

Nov 13, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: great customer service and the product is super easy to setup and use. a mobile app for sales people on the ground would be great!

Vendor Response

by Talkdesk on November 18, 2014

Thank you Miguel and Uniplaces! We love to hear that you are really benefitting from using Talkdesk. A mobile sales app is in the pipeline. Stay tuned for product updates.

Jun 23, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Mar 24, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Sep 03, 2015
1/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support
1 / 5
Value for Money