About Talkdesk
Talkdesk pricing
Talkdesk does not have a free version and does not offer a free trial. Talkdesk paid version starts at US$85.00/month.
Alternatives to Talkdesk
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- Industry: Restaurants
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
It's easy to get in touch with Talkdesk's helpful staff
The marketing, sales , and financial industries all make use of the name "Talkdesk." In an effort to improve sales response time and activity transparency, it has been deployed extensively, with extremely varied results. The dialogue with a prospect may be timed and measured correctly, and CRM automation can begin immediately. Our marketing team now has much more time on their hands, and we have no plans to return to our previous, ineffective VOIP for business campaign.
Pros
To function properly , Talkdesk needs access to a stable internet connection; when agents do, the app has shown to be dependable. It's easy to use and fits perfectly with Salesforce's current workflow thanks to the buttons. There have been a few hiccups with the integration, but they were all rather easy to fix. I give the registrar a perfect score of 10 since it is the most user-friendly and representative example of its sort that I have seen. The contact center's necessary tab for updates is nothing special, though. It's not well defined, the agents don't seem to care about the voicemail part, and it may be the best option.
Cons
When an adviser receives an error response in a video conversation, the reason the number was ineffective may not be immediately apparent. Even while the number of tales has expanded, the capacity to produce stories by telephone is sluggish, clunky, and complicated. In order to view voicemails and missed calls, the identification needs an accessible tab. Although I understand that the minimalistic nature of a GPS display was intentional, having this information shown would be quite helpful.
- Industry: Consumer Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
User friendly tool
Overall my experience with Talkdesk was very positive
Pros
The most I liked about Talkdesk is the fact that it is an easy and very user friendly tool.
Cons
As I was the end user of this tool, I have nothing to point out
- Industry: Internet
- Company size: 11–50 Employees
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Review Source
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.
- Industry: Retail
- Company size: 2–10 Employees
- Used Weekly for 2+ years
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Review Source
Trendsetter for Sure!
Pros
Talkdesk is innovative and efficient for taking calls within my company. One of my favorite features is the AI automation. At the end of each call there is a summary of what was discussed. This can be easily copy and paste onto the customers profile. This has decreased the number of product disputes and complaints.
Cons
Every so often there is an update and sometimes after an update the microphone or ringing feature may be muted, but this is an easy fix.
- Industry: Automotive
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Talkdesk is customers
Talkdesk really saved us with our phone customer support. As long as you have a good internet connection everything works good without any issues.
Pros
App deployment was very easy and support was very fast and helpful when needed help. All my colleague learned fast to use the system due its intuitive build.
Cons
No mentionable cons for Talkdesk, everything i use it for works great.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Can be great but it's decent.
It's decent if the network wasn't as wacky I'd say it's amazing.
Pros
I love that it's easy to use and the UI it great to navigate.
Cons
There's many service interruptions, when calling is a big part of sales you don't want that.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Talkdesk review
Talk desk is very user friendly and reliable. Nothing bad to say
Pros
It is very easy to use and didn't require much training at all
Cons
Theres times where it just spins and i have to restart it
- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
“Talkdesk: The “MUST HAVE” tool for contact centers”
My experience with Talkdesk was great so I would highly recommend this tool. For me It’s 9.7 over 10.
Pros
I like TALKDESK because of it’s intuitive interface and use-friendly design. Which makes it more easy to navigate and good for new users. For me, it’s the capacity to sync with Marketing automation, in which our purchaser data is kept which saves me a considerable amount of time because I no longer have had to open different platforms separately.
Cons
The fact that the TalkDesk messaging interface still has a few flaws which hinder productivity concerns me. Moreover, having an automatic refresh method would be helpful rather than constantly having to manually reload the login page after accessing Callbar and logging in by clicking the Talkdesk logo above each screen tab.
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Weekly for Free Trial
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Review Source
Amazing Call Center Management
it has been amazing, time and user friendly and very impactful in tracking and managing customers to.
Pros
Talkdesk serves as a user-friendly call center application that encompasses all the essential features for effective customer service management. Its automatic call distributor facilitates swift connections between users and agents. Furthermore, seamless integration with Zendesk enables the efficient handling of digital support tickets, with a straightforward implementation process.
Cons
There was no least feature, everything has been helpful so far since u started using it.
- Industry: Insurance
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
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.
- Industry: Internet
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Easy to use
Pros
Very intuitive dialler. This is the first VOIP dialler that I used working for a business. I have used other systems since and this one seems to be the most stable for doing it's core function - facilitating inbound/outbound calls. Cannot remember having any connection issues. It was simple to learn and easy to use.
Cons
I found the dialler to be a bit restrictive. We weren't able to integrate it with other systems as much as we would have liked to.
- Industry: Marketing & Advertising
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Talkdesk Review
Pros
It had an intuitive interface that made it easy to set up and manage my customer interactions. Flexible customization options, advanced analytics and reporting, and integrations with other business tools.
Cons
The user interface isn't as user-friendly as some of the other solutions, and it can be a bit confusing and complicated to use.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Good tool for quality check
Pros
It's very easy to use, since it's simple, but quite complete.It's very flexible and the report features are very complete, allowing us to have a wide and clear vision of our performance.
Cons
Since it doesn't have the "search" option, we need to go over all chats to find the client we need. It's not very intuitive.
- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Talk desk review
It allows me to conduct all customer service support and platforms with easy and control. Quality software product and great software support.
Pros
A great software program allowing me to focus the entire reporting aspect of the platform. Quality management and workforce. Real time reporting analytics and live support. A great software product and quality usage for all business purposes.
Cons
Nothing everything is well organized and quality software product. Had no concerns about usage of product and easy to use.
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Compelling Platform
Overall I'm happy with talkdesk, call quality is great, recordings are high quality and has no issues during playback. Administrator features are well designed. The only issue I have kind of frequently is searching for calls but I got used to it, so overall I'm pretty satisfied with Talkdesk.
Pros
From user perspective, it's simple yet effective tool. Quality is great and all the calls are stored. Recording's never have any issues and the call quality is pretty good. From an administrator perspective, creating dashboards is a great feature to get an overall view. Coaching is also an amazing tool, allowing you to guide the agent through difficult cases.
Cons
Lack of search function for the calls is one of the biggest pain points. You need to go through all the chats and find the one you are looking for, Instead of just having a search bar that would allow you to search calls to specific number. Other thing could be the issue with some providers, causing trouble to make calls,
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Talkdesk is the best in Class
Really positive. Talkdesk does a great job at listening to their customer needs in order to make a better product. That are fast with changes that benefit a wide net of their clients.
Pros
We were looking for a CCAAS partner that would seamlessly integrate with Zendesk. We needed to have a full integration that allowed screen pops for agents to document tickets.
Cons
In order to capitalize on reporting, you really need to have a serious excel background but once you have the data where it needs to be, the reporting is very powerful.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
The Best, Near Perfection Integration
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.
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
- Industry: Marketing & Advertising
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Sleek Product for Small Start-Ups
Pros
Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.
Cons
One of my biggest obstacles with TalkDesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!
Alternatives Considered
8x8 WorkSwitched From
8x8 Work- Industry: Luxury Goods & Jewelry
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Talkdesk for call centre
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.
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.
- Industry: Education Management
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
There is no Better telephony software!
Pros
We use Talkdesk with our multiple salesforce instances. TD makes integration between the two systems, and management of the integration very easy. Click to Dial has become heavily relied on to provide relative metrics behind our outreach, I don't believe we could've come as far as we have without Talkdesk.
Cons
There are still some feature I would like to see enhanced in order for the tool to provide further insight. Reporting could use for enhancements to provide between usability. Secondly, I would to see improvements around the ability to distinguish between multiple records which may have the same name.
Alternatives Considered
Five9Switched From
Five9- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Talkdesk Review
I highly recommend. It is easy to use and learn, and it's great for training & provides data on missed call rates, who on your team is answering calls the most, and other insights that are very helpful (especially for customer service & sales jobs).
Pros
One big perk of talkdesk is you can seamlessly do international calls. I also like how the calls are recorded, so you can go back and listen if need be, which is great for training or if you need a refresher on a previous conversation. It is also very easy to forward calls or do a phone conference as well.
Cons
When it's working properly it is great, but sometimes it will go offline just on it's own and I don't know why? So I've had a few times where clients try to call me but talkdesk on its own went offline without notifiying me and I missed the calls.
- Industry: Health, Wellness & Fitness
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Talkdesk - One call away to a better conversation
Overall, Talkdesk is very efficient to use. Telephony system can be used as a stand-alone, unlike other telephony systems that still need to have a physical phone for it to work.
Pros
As an Admin of this software, I really like the management system of Agents being added to the system. It's easy to manage them and the fields used are easy to understand. The search feature is really good making us Admins do our task to update a certain account easily.
Cons
What I don't like here only is the telephony system integrated on the tool itself. Sometimes, it causes an issue due but this due to a browser update. Good thing that they have an App that we can install to avoid these issues.
- Industry: Internet
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
A painfree cloud contact center telephony solution
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.
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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
A fresh take on an old necessity
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.
- Industry: Hospital & Health Care
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Helpful for a small-to-mid call center, could use better reporting.
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.
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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
The Ideal Call Center Management For Business
Pros
With Talkdesk, we have been able to monitor calls and the software makes handling customer service better
From VoIP to call center management and call tracking, Talkdesk has it all and this makes it great.
Cons
With Talkdesk, we have nothing to complain about as it has always delivered.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Talkdesk is an excellent app that provides exceptional customer service
Talkdesk is a comprehensive and user-friendly contact center software that provides businesses with the tools they need to deliver exceptional customer service. Its omnichannel support, customizability, integration capabilities, and reporting and analytics make it an excellent choice for businesses of all sizes.
Pros
Talkdesk is easy to set up and use, even for those with limited technical knowledge. The user interface is intuitive and easy to navigate, and agents can easily switch between channels. Talkdesk supports voice, email, chat, and social media channels, allowing businesses to provide support on multiple platforms.Talkdesk is highly customizable, allowing businesses to tailor the software to their specific needs. This includes customizing call flows, IVR menus, and agent scripts.Talkdesk integrates with a wide range of third-party applications, such as Salesforce, Zendesk, and Shopify, allowing businesses to easily sync data across multiple platforms.Talkdesk offers in-depth reporting and analytics, giving businesses insights into agent performance, call volume, and customer satisfaction.
Cons
I like Talkdesk for enhancing customer service, and I do not have any specific dislike about it. However I can mention a couple of areas that the software can be enhanced in. Talkdesk does not offer some advanced features that other contact center software may provide, such as speech analytics or AI-powered chatbots.Some features, such as the chat widget, are not as customizable as other customer service tools, limiting businesses' ability to tailor the software to their needs.
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Great Software, A few bugs but things are getting better
Pros
I love how easy this app is to use. I use Talkdesk daily in a healthcare call center setting. The calls come through smoothly. They are easy to disposition and listen to. I really enjoy using this service.
Cons
It is sometimes glitchy. Agents at my current job have had calls come through while they were on a call. It also lags when it is ringing, this could be due to high call volumes.
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
A fantastic all-in-one phone solution : Talkdesk.
With all of our other systems, this service works seamlessly. For all aspects of our operations, we utilize various phone lines using this service. TalkDesk is a fantastic product all around. It is a perfect fit for our Contact Center because of its user-level user-friendliness and simplicity.
Pros
The overall caliber of each call is the most major element. Both you and the customer can hear each other clearly. I adore how effectively it integrates with Zendesk and how well their voicemail system functions as well. Additionally, the opportunity to quickly call my customers with only a press of a button.
Cons
None that I can think of as so far the tool have been excellent in all ways and form. But I have a suggestion, It would be a good idea, to add a feature that allows you to put the customer on hold while calling another number from the same account.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
One of the best software for call recordings and clear calls.
My overall experience was not that great especially with call distribution but with a few improvements talkdesk could work better or even the best.
Pros
The most impactful feature for me is the clear call and call recording. You will be able to track your calls and missing recordings in no time.
Cons
Not fair call distribution. Only one agent that is on the priority list is getting the calls
- Industry: Apparel & Fashion
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Definitely a must for contact centers!
Overall, perfect for contact centers set up where calls are coming in and out to keep the business going with such ease.
Pros
The easy and even navigation of calls. Clear audio. Effortless transferring of calls to different channels.
Cons
I think its the separation of a third party CRM from it. It would be perfect to have to access calls without having to open two tabs.
- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Talkdesk: A review to help you
Overall, it is an easy tool to use and manage. However, at times, it does not generate the ticket associated with the call being received.
Pros
Talkdesk is easy to use and navigate especially at taking calls and easy for administrators.
Cons
Talkdesk, at times, does not equally distribute calls to agents.
- Industry: Internet
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Powerful phone system, though focus shifting away from startups
We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.
Pros
Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.
Cons
For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.
Reasons for Choosing Talkdesk
Grasshopper was not connecting all calls, meaning a customer would call us and leave a message, yet none of our agents were never rang or notified. We haven't had this problem much with Talkdesk (though, not never).Switched From
GrasshopperReasons for Switching to Talkdesk
Balance between cost and feature set- Industry: Entertainment
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Full Experience
The talk 360 software gives me faster and secured connection when communicating
Pros
The easy communication of the talk desk software has made my business activities running quickly the contact of staffs
Cons
The talk desk software's use is like the previous phone contact software we use on our phones way back but it marketing should be improved to enable many uses which attracts fun, since it's a new software
- Industry: Online Media
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Talkdesk review from AE
I have reached out to support on several occasions. I tried to explain the problems I was having but they could not figure it out.
Pros
I like it allows me to make calls. It is very easy to sync with salesforce and gong.
Cons
The setup is very hard. Most calls that come in are missed. Voicemail only works when my phone status is set to away. If I am on another call the call coming in will just ring
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
The Future is Bright
Overall, Talkdesk is fantastic. They might lack some bells and whistles that some of the competition has but they move quick and are willing to work with their customers and get their feedback.
Pros
I love the focus on ease of use without missing out on any features or power. It's all cloud-based so it's easy to deploy and ensure that your contact center is prepared for the future.
Cons
They do often get ahead of themselves when it comes to marketing features that aren't ready yet. They do great on vision but sometimes they roll out that vision before the product is ready. This means you might be getting sold something that isn't fully baked.
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
So glad we made the move to Talkdesk!!!
I love it and I love the people who run it. Honestly our lives have been SOOOOO much better since coming over from ZenDesk. I am not putting down ZenDesk either, their help desk platform is hard to beat. But for the calling feature which is all we use, Talkdesk does it much better and saved us thousands a year!
Pros
What I like most about this software is that IT WORKS!!! We have used two other systems in the past and both were iffy at best, often went down, and when they did it was always someone else to blame. Talkdesk has outstanding uptime, in fact I cannot think of a single outage in a year of using them. The cost is much less than we were paying, and their support is extraordinary!
Cons
The licensing can be a bit tricky to figure out as they have some seasonal ones you can add but sometimes that's confusing and doesn't happen quickly if you need to add them. But that is also planning on our part and giving them time.
Alternatives Considered
Zendesk SuiteReasons for Choosing Talkdesk
Cost and troubles using servicesSwitched From
Zendesk SuiteReasons for Switching to Talkdesk
Price, service, support, overall value.- Industry: Education Management
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Talkdesk: The perfect tool for your support team!
It has been an awesome experience using Talkdesk. This software has allowed us to grow and has supported us at every step. Additionally, their CX team is outstanding and very supportive.
Pros
This software is incredibly easy to use. Agents learn to use this tool in a matter of moments. Additionally, the Studio for IVR allows incredible flexibility in our IVR. This has made it easier for client to get to the correct team and helped to improve their overall satisfaction.
Cons
The Reports. Talkdesk recently launched Explore which houses all the reports in one location but it is still really hard to know which report to run. Once you find your desired report, you need to pull it out to excel or google sheets to manipulate the data and build any kind of visual.
However, most of the data you want can be found in these reports.
Alternatives Considered
8x8 WorkReasons for Choosing Talkdesk
We needed more features at the right priceSwitched From
8x8 WorkReasons for Switching to Talkdesk
Talkdesk had all the needed features (IVR, Recording, Monitoring call, real time report) and was the right price.- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
More than your Average Dialer
My experience was overall positive. There were some points that I was completely upset with the program, but that was only because I really needed to power through some dialing lists and TalkDesk was slowing down my momentum. (Which again, I know they are fixing )
Pros
Talkdesk has a vast number of pros than meets the eye. I originally started using talk desk simply because I needed a dialer that would hook up to my Salesforce. There were a few other options I was weighing but Talkdesk had the most features. It's great for people who are rapid dialers because you can load playbooks, and just smile and dial. It's also awesome for mail-merges if you need to send out a quick email to a select group of your pipeline.
If you are not fond of organizing your leads through SalesForce, you do have the option of working solely out of TalkDesk; you can create tasks to call, events, and add notes that will automatically populate into your salesforce.
They are a newer company that is always willing to hop on a call to troubleshoot and are open to feedback.
Cons
Not all dialers come issue free. My major qualm with using TalkDesk was that it never allowed you to work out of an account, and only contacts. This made it difficult for me to track who I was dialing if I was solely working out of Talkdesk.
The other issue (Which I know they are fixing) is how the screen pops up when you are using Talkdesk as a click-to-dial feature in Salesforce. I hate having to click more than I need to just to make a call, and it burdened me when I was trying to power down my list.
- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Good for monitoring and quality checking
It is good for UX side. It helps several KPIs to resolve.
Pros
You can track calls in live and after. It is user-friendly. Easy to use.
Cons
It would be better if it had more easier ways to solve some issues, but overall ticket resolving is good and fast. Sometimes it has issues that we could not make cakls but it is resolved soon after reporting.
- Industry: Hospitality
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
My Talkdesk experience
All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.
Pros
The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use
Cons
I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature
- Industry: Restaurants
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Easy to set up and feature full contact center
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.
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.
- Industry: Consumer Goods
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Room for improvement
Pros
The studio flow builder is my favorite part about the tool. It's very easy and dynamic – empowering an admin to create and edit their IVR without Support.
Cons
I haven't been very pleased with Talkdesk as a VoIP solution. The integration with our ticketing system is very poor. Our agents have a fair amount of issues with logging in and the occasional dropped call, but that's do be expected when working remotely. Also their tech support is not the best, it requires a lot of back and forth and I find that I have to do all of the troubleshooting / figure it out on my own. Lastly, in order to listen to call recordings, you must have a Talkdesk account, as the recordings live in their system.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Good Value
Overall, TalkDesk is a wonderful product. Its simplicity and ease of use at the user level makes it a great fit for our Contact Center. While I would like to see some changes to StudioFlow and other Administrator functions TalkDesk still offers one of the best VoIP systems currently available for the price.
Pros
The Talkdesk interface is a fairly easy system to navigate. From a user perspective, the software makes it simple to answer and transfer calls using a Web Widget. From a management/admin perspective, the software data analytics interface has become more robust in the last year which allows us to have more key insights into agent productivity and how we are interacting with our customer base.
Cons
The new studio flows are not user intuitive. I wanted to love them but the support guides for setting them up were not really helpful and it took hours of troubleshooting to get them going. There have also been more frequent outages with TalkDesk over the last couple of months. We have never had issues with downtime with TD prior to this.
- Industry: Marketing & Advertising
- Company size: 1,001–5,000 Employees
- Used Weekly for 2+ years
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Review Source
Lacks basic features you would expect in a phone software
Overall, this has been a poor platform when it is used for general telephony purposes, i.e., just making and receiving phone calls as you would use a desk phone.
Pros
This is a very easy platform to use and easy to look up your voicemails. I thought the desktop app was good at notifying me when I was receiving an inbound phone call.
Cons
I used a paid version but evidently didn't pay enough. I would expect a phone software platform to email me a .wave file of the voicemail itself rather than always having to log into the software to check messages. It was also immensely frustrating that voicemails (inside the app) were not time stamped. They would simply say that they had been received "2 hours ago" or, worse yet "1 day ago." That is not helpful when I need to know exactly when that person called me. The call logs were also very confusing to distinguish between an inbound call, an inbound missed call, an outbound call, or an outbound unanswered call, just really messy UX.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Perfect tool for growing Support Team
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.
- Industry: Internet
- Company size: 51–200 Employees
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Review Source
A fresh take on an old necessity
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.
- Industry: Internet
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Fairly innovative company, not perfect but who is
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.
- Industry: Insurance
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Talkdesk everything you want with a clean UI/UX - CCaaS
OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs.
Pros
The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike.
Cons
Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.
Alternatives Considered
AircallReasons for Choosing Talkdesk
UI, UX, call quality, ease of use, reports, scalability, call routing, costReasons for Switching to Talkdesk
At the time talkdesk was way more robust and it has totally fixed our need so we don't need to worry about how others software's have progressed since then because talkdesk is continually improving.- Industry: Accounting
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
TalkDesk is one of my favorite tools when it comes to calling, routing, and recording calls.
I am pleased with my experience with TalkDesk. The app is easy to use when doing simple things and the support team has been very responsive in helping me troubleshoot any issues that I have had.
Pros
First, I like it because it is a user-friendly platform that is easy to navigate. Second, the customer service is excellent and the team is always willing to help with any problem or questions that I have. Finally, I like it because it offers a free trial period.
Cons
The interface sometimes confuses me and can be complicated to use. Also, it does not offer as many services as I would like it to offer. Additionally, the fees are high considering I don't use the service often.