What users are saying about
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Top Rated
183 Ratings

Talkdesk

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Top Rated
183 Ratings
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Score 8.1 out of 101

Likelihood to Recommend

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings profile photo

Feature Rating Comparison

Contact Center Software

Talkdesk
8.4
Agent dashboard
Talkdesk
8.5
Validate callers
Talkdesk
8.5
Outbound response
Talkdesk
9.0
Call forwarding
Talkdesk
8.7
Click-to-call (CTC)
Talkdesk
8.4
Warm transfer
Talkdesk
8.5
Predictive dialing
Talkdesk
7.7
Interactive voice response
Talkdesk
8.4
REST APIs
Talkdesk
8.2
Call scripts
Talkdesk
8.2
Call tracking
Talkdesk
8.6
Multichannel integration
Talkdesk
8.4
CRM software integration
Talkdesk
8.0

Workforce Optimization (WFO)

Talkdesk
8.5
Inbound call routing
Talkdesk
8.7
Omnichannel inbound routing
Talkdesk
9.0
Recording
Talkdesk
9.1
Quality management
Talkdesk
8.6
Call analytics
Talkdesk
8.3
Historical reporting
Talkdesk
8.7
Live reporting
Talkdesk
8.6
Customer surveys
Talkdesk
7.9
Customer interaction analytics
Talkdesk
7.9

Pros

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta profile photo

Cons

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. profile photo

Likelihood to Renew

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro profile photo

Usability

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's simple to use. A classic phone digit call-bar and a clear reporting page which displays call progress and agent status. The call-bar automatically populates ZenDesk tickets for all on-file numbers. Unknown or unassociated emails can be easily copied and referenced or applied to a new contact slot. Nothing fancy, as it should be.
Colby Seifert profile photo

Support

Talkdesk

Talkdesk 9.1
Based on 51 answers
I don't have a lot of experience for the support for this system. I think that when it comes to support I think of updates and I know that there's a lot of outreach to this program to always make improvements to better the experience for every single kind of person to use this service
Sean Wallenburg profile photo

Implementation

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro profile photo

Alternatives Considered

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton profile photo

Return on Investment

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi profile photo

Pricing Details

Talkdesk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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