Talkdesk

The world's leading cloud-based contact center software.

4,6 /5 (657 reviews) Write a Review!

Talkdesk Overview

What is Talkdesk?

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.

Talkdesk Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

More information on pricing tiers can found at www.talkdesk.com/pricing


Talkdesk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India and 3 others, Germany, Brazil, Mexico
Supported Languages
English, French, German, Italian, Portuguese, Russian, Spanish

Media

Talkdesk Customer Activity Feed
Talkdesk Historical Reporting Dashboard
Talkdesk Live Reporting Dashboard
Talkdesk for Salesforce
Talkdesk for Zendesk
Talkdesk Callbar
Talkdesk screenshot: Talkdesk Customer Activity Feed Talkdesk screenshot: Talkdesk Historical Reporting Dashboard Talkdesk screenshot: Talkdesk Live Reporting Dashboard Talkdesk screenshot: Talkdesk for Salesforce Talkdesk screenshot: Talkdesk for Zendesk Talkdesk screenshot: Talkdesk Callbar

Talkdesk Reviews

Talkdesk Reviews

Overall rating
4,6
/
5
Excellent
418

Very good
201

Average
28

Poor
4

Terrible
6

Value for Money
4,5
Features
4,4
Ease of Use
4,7
Customer Support
4,6
94% recommended this app
Cortney K.

TalkDesk is above the rest! - Cortney K

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.


Eulogio A.

Great sound quality... Admin page has room for improvement.


Verified Reviewer

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.


Anthony G.

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.


Kerri K.

Talkdesk was there when we needed it

Easy to use, with the options to expand and customize TD to your needs.


Cortney K.
Industry: Real Estate
Company size: 201-500 Employees

TalkDesk is above the rest! - Cortney K

Used Daily for 1+ year
Reviewed on 2019/11/18
Review Source: Capterra

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Pros

The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Cons

Sometimes the audio is best when connected via ethernet cable.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Eulogio A.
Industry: Real Estate
Company size: 51-200 Employees

Great sound quality... Admin page has room for improvement.

Used Daily for 6-12 months
Reviewed on 2020/09/14
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Verified Reviewer
Industry: Internet
Company size: 11-50 Employees

Worst experience we had

Reviewed on 2015/11/06
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Anthony G.
Industry: Hospitality
Company size: 501-1 000 Employees

My Talkdesk experience

Used Daily for 6-12 months
Reviewed on 2020/08/17
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Kerri K.
Industry: Real Estate
Company size: 51-200 Employees

Talkdesk was there when we needed it

Used Daily for 6-12 months
Reviewed on 2020/09/14
Review Source: Capterra

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8,8/10
Based on 657 user ratings
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Talkdesk Pricing

Talkdesk Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

More information on pricing tiers can found at www.talkdesk.com/pricing

More information on pricing tiers can found at www.talkdesk.com/pricing

Value for Money
4,5/5
Based on 657 user ratings
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Talkdesk Features

Talkdesk Features

API
Activity Dashboard
Automatic Notifications
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Communication Management
Conferencing
Contact Management
Customizable Branding
Instant Messaging
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4,4/5
Based on 657 user ratings
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Categories

Additional information for Talkdesk

Additional information for Talkdesk

Key features of Talkdesk

  • Automatic call distribution
  • Customizable call queues
  • Customizable outbound caller ID
  • Desktop and email notifications
  • Interactive voice response
  • Omnichannel customer service
  • One click integrations with Salesforce, Pipedrive, Zoho
  • Outbound dialer
  • Performance management
  • Quality management
  • Workforce management

Benefits

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 FAQs

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:

Pricing model: Subscription

Free Trial: Available

More information on pricing tiers can found at www.talkdesk.com/pricing

Q. What are the main features of Talkdesk?

Talkdesk offers the following features:

  • Automatic call distribution
  • Customizable call queues
  • Customizable outbound caller ID
  • Desktop and email notifications
  • Interactive voice response
  • Omnichannel customer service
  • One click integrations with Salesforce, Pipedrive, Zoho
  • Outbound dialer
  • Performance management
  • Quality management
  • Workforce management

Q. Who are the typical users of Talkdesk?

Talkdesk has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does Talkdesk support?

Talkdesk supports the following languages:

English, French, German, Italian, Portuguese, Russian, Spanish

Q. What type of pricing plans does Talkdesk offer?

Talkdesk has the following pricing plans:

Subscription

Q. Does Talkdesk support mobile devices?

Talkdesk supports the following devices:

iPhone, iPad

Q. What other apps does Talkdesk integrate with?

Talkdesk integrates with the following applications:

Freshdesk, Help Scout, LiveChat, Nimble, Olark, Pipedrive, PlayVox, Slack, Zendesk, injixo

Q. What level of support does Talkdesk offer?

Talkdesk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials