Talkdesk is the world's leading browser-based contact center solution that helps businesses around the world build stronger customer relationships. Trusted by Box, Shopify and thousands of other leading customer-centric companies, Talkdesk empowers agents with a 360-degree view of a customer.
The Talkdesk solution allow companies to:
- Have more personalized conversations with customers and prospects
- Improve team productivity and efficiency
- Make data-driven decisions to improve business KPIs
Talkdesk offers seamless integrations with business tools such as Salesforce, Zendesk, Slack, Desk.com and 20+ other leading applications. With hundreds of customizable features including automated workflows, live reporting and skills-based routing, Talkdesk is the ideal contact center solution for businesses of all sizes.
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.
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.
Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.
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.
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.
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.
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.
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
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
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.
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.
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
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.
More information on pricing tiers can found at www.talkdesk.com/pricing
Boost agent efficiency - Leverage 25+ out-of-the-box integrations with top business tools to help you streamline the call process and consolidate customer information.
Make data-driven decisions - Talkdesk’s historical and real-time reporting allows teams to easily identify trends in key metrics and detect performance inconsistencies before they become widespread.
Deploy with lightning speed - Set up your contact center in days, not weeks, and ensure agents can ramp up quickly with Talkdesk's sleek and intuitive interface.
Talkdesk is a browser-based call center software with out-of-the box functionality that helps businesses improve their customers’ experiences while reducing operational costs. Talkdesk readily integrates with third-party business tools like Salesforce, Zendesk, Shopify, Magento, and Bigcommerce for a more seamless information flow between applications and can be set up for use in as little as five minutes.
Unlike traditional call centers requiring costly upfront investments and long setup times, with Talkdesk, all that’s needed is a computer and a working Internet connection – no phones, hardware, coding, downloads, or long-term contracts to fret about. Some of the app’s core features include enhanced caller ID, built-in integration with commonly-used business tools, call monitoring, real-time and historical reporting, and automated tasks.
Talkdesk is an enterprise-grade call center software that carries all the necessary tools to integrate an entire call center operation in a single system: Interactive Voice Response (IVR), Automatic Call Distributor (ACD), call recording, voicemail, call queues, international numbers, advanced routing, call monitoring, comprehensive reporting, personalized messages, and so on.
With just one click, Talkdesk integrates with business tools such as Zendesk, Salesforce, Desk.com, and Olark to show comprehensive information about the caller as the phone rings, ensuring all customer interactions are personalized. In lieu of a mobile app, inbound calls can be forwarded to a mobile phone using their forward-to-phone feature. Additionally, when requested, Talkdesk can activate Session Initiation Protocol (SIP) for your account and generates the necessary agent credentials so phone calls can be made and received via mobile.
With traditional call centers, when callers call customer service, they sometimes have to state their name, phone number, street address, and other personal information multiple times before they can start thoroughly explaining their concern (e.g. first to the IVR, then an agent, and then another agent if they were not routed properly). As you can imagine, this potentially exacerbates whatever frustration the customer already has.
With Talkdesk, through tools like ACD, IVR, and skills-based routing, callers are automatically forwarded to the agent best qualified to address their needs. Talkdesk’s enhanced caller ID feature then shows the caller’s image, name, contact information, contact history, and purchase history in the agent’s browser as they are routed the call. This significantly reduces the caller’s waiting time and ensures they’re afforded the personalized customer experience they expect and deserve.
The modern business utilizes various software tools to power their day-to-day business operations, tools ranging from CRM software, financial solutions, HR and applicant tracking tools, systems for time tracking, marketing automation, and so on. APIs and app integration tie all these systems together, so the flow of information is smooth and harmonious, and users need not switch from one application to another to get things done.
Talkdesk recognizes this growing business need and is equipped with an API to facilitate data sending from and to third-party applications. Aside from that, Talkdesk has built-in integrations with commonly used business apps like Zendesk, Salesforce, Desk.com, Freshdesk, Bigcommerce, Contactually, Google Contacts, Help Scout, Highrise CRM, Infusionsoft, LiveChat, Magento, Nimble, Olark, OnePageCRM, Pipedrive, RelateIQ, and more.
When monitoring calls, you don’t just aim to detect problems but to identify and recognize the positive messages as well. With Talkdesk, managers can listen to live, ongoing calls straight from their browsers so they can monitor, measure, and improve the performance of their agents and teams.
Call recordings can also be reviewed at a later time to make sure your agents strictly adhere to your company’s call quality guidelines.
With Talkdesk’s historical and real-time reporting, call monitoring, and call recording, agents and managers are afforded the ability to make data-driven decisions. Customizable historical reports and charts can be used to identify trends, A/B test scripts, gather business intelligence, pinpoint inefficiencies, and craft more effective training methodologies.
Real-time reports, on the other hand, can be tapped to monitor individual, team, and enterprise performance, identify issues, empower agents, and ensure that service level agreements are strictly followed.
The integrations available in Talkdesk allow businesses to automate processes. Below are a few examples:
Aside from an available API, Talkdesk has ready-made integrations with CRM apps such as Salesforce, Highrise, Infusionsoft, RelateIQ, Nimble, and Pipedrive, ecommerce platforms such as Bigcommerce, Magento, and Shopify, help desk solutions such as Zendesk, Desk.com, Freshdesk, and Help Scout, live chat software like Olark, LiveChat, and Userlike, and more. New integrations are added every week.
Talkdesk offers three pricing options: The Regular package at $29 per agent per month, if billed annually, supports basic call center functionality and can be used by up to five agents. The Pro account costs $49 per agent per month, also if billed annually, carries all Regular account features plus call barging, conference calling, and app integrations.
Enterprise, priced at $99 per month for an annual subscription, supports all Pro features and includes advanced functions like custom daily reporting, dedicated account manager, and phone support. Talkdesk also provides telephony (using Twilio) and charges a price per minute starting at $0.02 per minute for inbound calls and $0.03 per minute for outbound calls. Customers can also use BYOT (bring your own technology) if they prefer.
In addition to a free trial, a free live demo can also be requested.
Below are some frequently asked questions for Talkdesk.
Talkdesk offers the following pricing plans:
Pricing model: Subscription
Free Trial: Available
More information on pricing tiers can found at www.talkdesk.com/pricing
Talkdesk offers the following features:
Talkdesk has the following typical customers:
Large Enterprises, Mid Size Business, Small Business
Talkdesk supports the following languages:
English, French, German, Italian, Portuguese, Russian, Spanish
Talkdesk has the following pricing plans:
Talkdesk supports the following devices:
Talkdesk integrates with the following applications:
Freshdesk, Help Scout, LiveChat, Nimble, Olark live chat, Pipedrive, Slack, Zendesk, Zoho CRM, injixo
Talkdesk offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials