Talkdesk Reviews

You can track calls in live and after. It is user-friendly. Easy to use.

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.

We've had a pretty good experience with TalkDesk since we launched it a few years ago. We love the ease of configuration, the built in reports, the great user interface, and the modern design. We switched over from a legacy/long-time vendor that was reliable, but very difficult to customize or even to pull reports from.

TalkDesk should do a better job recommending hardware for agents. We had to go through 3 different headsets before settling on a good one. We also did have some complications during on-boarding but this was a few years ago so I'm sure they improved their process.

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.

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.

What I like the most about TalkDesk is the functionality and seamless integration between the Talkdesk bar and Salesforce. Being able to pull up a lead's file in Salesforce through the TalkDesk bar is such HUGE timesaver!!!!

Being in a call center where we connect potential clients with our real estate agents located all throughout the country, it is crucial to have quick access to our agent's personal phone #'s. We haven't been able to add, delete, or update any phone numbers to our "Favorites" list (serves as our internal phone directory) for a couple of weeks now and it doesn't seem like like any solutions are on the way

I really like how Talkdesk allows you to view and customize the reporting section of the site. You are able to see the statuses of your agents and the number of calls coming in, response times, etc. Having a dashboard so visibly appealing and easily usable is fantastic.

I do NOT like that you cannot put a client on hold. You have to mute them before finding the number to transfer them. Super frustrating.

It all sounds amazing, when you get it. But when you try and use AutoDialer. That doesn't work for nothing.

Price is WAY over value. For a small business, this is NOT a good option! Call Quality is horrible! They tell you to fix it one way, and it gets way worse! It was my decision to get this, and was a really bad mistake!

App can be used from anywhere and allows our servicedesk to be mobile and take calls from anywhere. Always listening to feedback for future features. Good call quality.

Features can take a while to roll out even when promised by a certain date. Reporting could be more robust.

Have automatic option to call patient back when miss a call

There's nothing I don't like bout this software

The call recording and advanced features such as voice analytics, AI, easy building IVR etc....

The integrations with customer devices GW's, PSTN, etc... is hard to do it and require expert talkdesk integration and services. Also any integration require too much time to quote and deploy.

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

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

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.

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.

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.

Not fair call distribution. Only one agent that is on the priority list is getting the calls

Talkdesk is easy to use and navigate especially at taking calls and easy for administrators.

Talkdesk, at times, does not equally distribute calls to agents.

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.

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.

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.

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.

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.

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.

I love how it provides a detailed breakdown of an agent performance at a given time.

I really think you guys should include a time stamp so it's easier to log, track and review interactions.

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

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

I really appreciate how user friendly Talkdesk is. I feel very comfortable navigating my way through the system anytime I'm making my calls or looking for previous calls. It provides clear information while also making it easily accessible for you to find that information. Talkdesk is very easy to use in any work environment and something you can learn to pick up very quickly!

Often times, I find that Talkdesk disconnects my calls or availability for a call. There are times when the Call Dispositions fail or my call will drop and I will have to restart my Talkdesk. Sometimes more than once a day. I have found that this usually tends to happen when I am making calls rather than receiving them.

The ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce.

I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. - Kenley B

There is no texting feature. Most customers love to text or take a call these days. I think talkdesk could do wonderful if they incorporated a texting feature to their platform. I also would like for a whisper effect on the reporting feature.

The ability to say something to my representative while they are on a call, and customers cant hear what I'm saying would be amazing. This way I can coach them on what to say without distracting them from the call. - Kenley B

It's very robust and have all the features I could possibly need. I like that you can have many, customizable greetings and different settings for different phone numbers.

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