4.5
Overall rating
Reviews

4.5
Overall rating
Reviews

About Talkdesk

Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) and skills-based routing, callers are routed to the agent who is most qualified to meet the needs based on customizable data. Talkdesk displays the caller's name, image, contact information, purchase history and contact history in the agent's browser in real-time so they can personalize their conversations. The system automates tasks so a new profile is created whenever a new contact calls. When a call is missed, Talkdesk sends an email containing call data, a voicemail recording and a transcription. Managers and agents are also able to make data-driven decisions with call monitoring, call recording, and real-time and historical reporting. The system integrates with several different programs including InfusionSoft, Salesforce, Desk.com, Zendesk and Shopify. Price is per rep per month. Support is offered via knowledge base, email and phone.
Talkdesk Software - Talkdesk historical reporting
Talkdesk Software - Talkdesk for Salesforce
Talkdesk Software - Talkdesk dashboard
Talkdesk Software - Talkdesk callbar
Talkdesk Software - Talkdesk service level reporting
Talkdesk Software - Talkdesk Call Record
Talkdesk video
Talkdesk Software - Talkdesk historical reporting - thumbnail
Talkdesk Software - Talkdesk for Salesforce - thumbnail
Talkdesk Software - Talkdesk dashboard - thumbnail
Talkdesk Software - Talkdesk callbar - thumbnail
Talkdesk Software - Talkdesk service level reporting - thumbnail

Talkdesk pricing

Talkdesk does not have a free version.

Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No

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Talkdesk Reviews

Feature rating

Value for Money
4.5
Functionality
4.4
Ease of Use
4.7
Customer Support
4.6
5 reviews of 722 View all reviews
Roman
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/4/2020

Talkdesk for users

overall, my experiences has been exemplary with talkdesk as we're able to integrate this with zendesk which is a huge plus

Pros

ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app

Cons

sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page

Robert
  • Industry: Consumer Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 14/8/2019

Why we chose Talkdesk

Overall, it has been a positive and pleasant experience. They are always responsive, always open to feedback and will go the extra mile to assist with special requests.

Pros

Ease of setup, the support provided, constant updates and integrations with other software and services. Constant updates from their development team on new features and services.

Cons

Could use some additional features such as multiple dashboards to monitor multiple centers/ring groups

Alternatives Considered

8x8 X Series

Reasons for Choosing Talkdesk

Better performance, better features

Switched From

8x8 X Series

Reasons for Switching to Talkdesk

Features, service package and features in development
Verified Reviewer
  • Industry: Internet
  • Company size: 11–50 Employees
  • Review Source
Value for Money
1
Features
0
Ease of Use
5
Customer Support
1

1
Reviewed on 6/11/2015

Worst experience we had

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Pros

Nice app, nice design, easy to use, good quality of sound.

Cons

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Response from Talkdesk

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.

Replied 6/11/2015
Liza
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 12/11/2019

TalkYES!

Pros

ease of use- easy set up and if there are ever issues they are very responsive and fix them quick

Cons

not much- it truly is a great product I can't think of anything I would change

Tony Ricardo
  • Industry: Insurance
  • Company size: 10,000+ Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 27/6/2023

Talkdesk makes the job run smoothly

Talkdesk is used as the main application for new and old customer contact accounts. It is used by every support and sales department in the entire company. The main difficulty it solves is the ability to reduce the number of windows or screens in the transition between different knowledge areas and, at the same time, display to staff/management when it is available and when it is not. Talkdesk is most optimal for companies that have a lot of knowledge and equally display to staff/management when it is available and when it is not. Your ability to switch between these areas is where it really pays off. That being said, I would not recommend it for a company that is all about email. Talkdesk really offers itself well to companies that use the "talk" function, otherwise it would not be of use to you.

Pros

Streamline and speed up the difficulties of your usual procedure without affecting your intentions. If you wish, you may use its display mode or position it where you want it on the screen. Reduces the fatigue of switching seamlessly between major workspace tasks, such as email and chat, while maintaining openness with your group about food, meetings and time arrangements.

Cons

When you log out, if you do not update your status to Offline, it will remain operative until the next time you log in. A note about your inability to customize the options available, it would be beneficial to have the ability to customize the option you have as an appointment or a staff. A major weakness I have been experiencing so far is that it sometimes fails; such as not being ready for calls when it is clearly impossible or not being able to accept calls from another.

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