Talkdesk
About Talkdesk
Talkdesk is a browser-based contact center solution that helps businesses of all sizes build stronger customer relationships, by providing agents with a 360-degree view of a customer.
The Talkdesk solution enables companies to have more personalized conversations with customers and prospects, improve team productivity and efficiency, and make data-driven decisions to enhance business KPIs.
Talkdesk offers integrations with various third-party business tools such as Salesforce, Zendesk, Slack, Desk.com, and other leading applications. With various customizable features including automated workflows, live reporting and skills-based routing, it also streamlines operations for contact centers.
Key benefits of Talkdesk
• Boost agent efficiency: Leverage various out-of-the-box integrations with business tools to help streamline the call process and consolidate customer information.
• Make data-driven decisions: Talkdesk’s historical and real-time reporting allows teams to identify trends in key metrics and detect performance inconsistencies.
• 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.
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Reviews
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- Industry: Consumer Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Good for monitoring and quality checking
Reviewed on 2022/05/06
It is good for UX side. It helps several KPIs to resolve.
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: Education Management
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great experience so far
Reviewed on 2019/07/22
Pros
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.
Cons
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.
Alternatives Considered
CXone MpowerReasons for Choosing Talkdesk
Very difficult to customize or even to pull reports from.Switched From
CXone Mpower- Industry: Consumer Goods
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 4.0 /10
Room for improvement
Reviewed on 2022/02/12
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: Real Estate
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Great sound quality... Admin page has room for improvement.
Reviewed on 2020/09/14
Pros
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!!!!
Cons
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
- Industry: Real Estate
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Talkdesk was there when we needed it
Reviewed on 2020/09/14
Easy to use, with the options to expand and customize TD to your needs.
Easy to use, with the options to expand and customize TD to your needs.
Pros
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.
Cons
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.
Talkdesk FAQs
Below are some frequently asked questions for Talkdesk.Q. What type of pricing plans does Talkdesk offer?
Talkdesk offers the following pricing plans:
- Starting from: US$85.00/month
- Pricing model: Subscription
- Free Trial: Not Available
Q. Who are the typical users of Talkdesk?
Talkdesk has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Talkdesk support?
Talkdesk supports the following languages:
English, French, German, Italian, Portuguese, Russian, Spanish
Q. Does Talkdesk support mobile devices?
Talkdesk supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Talkdesk integrate with?
Talkdesk integrates with the following applications:
Acquire, Airkit, Avochato, BigCommerce, Brand Embassy, Contactually, CrankWheel, Dasceq, Freshdesk, Google Contacts, Groove, Help Scout, Highrise, Hoopla, Intercom, Keap, Knowmax, Kustomer, LiveChat, Nimble, Observe.AI, Olark, OnePageCRM, Pipedrive, Playvox, ProcedureFlow, Replicant, Salesforce Sales Cloud, Salesforce Service Cloud, Scorebuddy, Shopify, Slack, Slybroadcast, SmartAction Omni-bot, Snapsolv, Tap My Back, Teneo, Tethr, Textline, UserVoice, Userlike, Zappix Digital Patient Engagement, Zendesk Suite, Zingtree, Zoho CRM, eyeson
Q. What level of support does Talkdesk offer?
Talkdesk offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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