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January 22, 2021
At present we have 180+ users onboard across 5 contact centres driving 30k+ calls per month through the platform with a full suite of reporting to drive performance. We are using WFM, Observe.AI with speech analytics, Voice, Omni-channel (Email, Chat, Social Media, WhatsApp). We had 5 contact centres working across separate ACD's and with Talkdesk we no longer have an issue when you have one
solution bringing a wealth of data and flexibility.
solution bringing a wealth of data and flexibility.
- IVR Management with no coding required.
- Out of the box reporting - Historical, Live.
- Support - A customer driven community.
- Talkdesk Academy.
- The ability to silo departments within the platform - Restrict scope within role to Team level.
- Ability to trigger warning on key data sets.
- Shift Adherence - login logout data sets.
February 11, 2021
Having better data for you contact center, better reporting, and live dashboards that updated for what was needed to be seen by our agents. Longest customer in queue, how many agents are on a call, how many calls are in queue. These updated in real-time so it was perfect to have for our agents. As well as the coaching system they have in place is a very easy and powerful tool our supervisors needed.
- Ease of use.
- Easy to manage.
- Feature rich.
- More out-of-box integrations.
- More App connect partners.
- UC platform added to the product.
We leverage Talkdesk for interaction management with our customers. We primarily work with voice, chat, email, and OB SMS. Our main objective was to find a vendor that could transition from small business to medium and provide omnichannel functionality. As we grow, we may consider adding the QA and WFM functionality as well.
- Voice clairty
- OB SMS
- Chat
- IB email management
- Reporting/analytics
- OB email messaging
October 09, 2020
Our entire organization utilizes Talkdesk as well as our in house call center. Talkdesk allows us to manage our call center employees from home with ease. We are able to listen in on calls, record calls, do in-person training because of those options. Well, I say in person, but it's more like remote training. Talkdesk is a product that I know I can rely on to never go down and that makes my peace of mind beyond happy.
- Custom ring groups for each company our call center represents. This allows our team to manage multiple companies and answer the phones for not only our organization, but for all the companies our call center handles calls for.
- Omni channel support is something I wish they would work more on - being able to answer chats on multiple platforms all through one system is an integral part of our business. Right now only some of it works.
- The onboarding/sales team was a breeze to work with and had us up and running in no time!
- Omnichannel needs improvement. More implementations. More notifications speicfic to which platform the message is coming in on and for what ring group/client of our is receiving it.
- Pricing is a bit high. I wish there were better options for pricing.
- Dedicated customer support phone line instead of a knowledge base (which I will say is extremely extensive and supportive). They also offer chat support.
Originally implemented for a small remote call center team. It worked so well we made the decision to move our entire organization over. Cost and ease of use make it the perfect solution for our employees. Our previous solution was bulky and built on old POTS technology. TalkDesk is far superior to Momentum and other outdated telecom solutions.
- Studio call flow enables custom creation and manipulation of telephony operations.
- Reporting is simple and easy to use, freeing up time for other tasks.
- Live call monitoring is a snap. One-click and you're in. One more and I can join the call if necessary.
- Infusionsoft (CRM) integration creates a seamless connection.
- Latency in some VOIP calls.
- SIP integration could be improved.
- Independent operation from CallBar would be amazing.
- Mobile app could use some improvement.
Our Guest Experience Department uses Talkdesk to take phone calls for all of our 19 stores throughout the United States. It allows us to have an individual phone line for each location, but route the calls to our Guest Experience team during business hours and back to our local store teams outside of business hours.
- Integrates well with Salesforce.
- Allows one to toggle through many phone lines to call out from a specific line.
- Offers customer service and listens to suggestions about their product.
- There are occasional (very rare, but still present) downtimes.
- Sometimes calls come in and display a phone number that isn't the one the guest is calling from.
January 13, 2021
Talkdesk is being used by our customer service department, which is about 80% of our employees. Since Swyft switched back to Talkdesk, we have not had any issues with dropped or missed calls.
- The format of the reporting tab is easy to maneuver.
- The callback system is very efficient.
- We would prefer the daily report download to only include reps that actually take or receive calls. Currently, the daily report lists every member of our company.
- It would be awesome if Talkdesk could automatically close older voicemails once the customer speaks with a representative.
I currently use Talkdesk to monitor agents. This includes their daily activities from the time they log in until their shift has ended. I also utilize the reports to get an idea of the overall performance of individuals and also the team in its entirety. Our QA and supervisors use the tool for call evaluations to get an idea of how our agents are performing on their contacts, which also aids in coaching sessions.
- It provides a detailed breakdown of the an agents' performance via the reports provided.
- If your agents work from home, you will find the agent report very helpful, as it provides the agents' pickup rate, which lets you know if agents are missing calls. This can be as a result of connection issues or them just not answering a call.
- It records each call received or made by agent, giving you the ability to listen and download that audio.
- You are able to do remote monitoring by listening in on a call if you think it is necessary without the agent knowing.
- I would love the ability to customize the customer survey. Currently, I have a word count limit.
- It would be nice if the reports came with a date stamp based on the range selected. If I pull multiple reports at the same time, it can be confusing, as it has no subject heading for date.
- It would also be nice if the duration field for some reports was in minutes instead of seconds.
January 11, 2021
Talkdesk is currently used in our organization for communication between employees within the organization while also acting as the main form of communication for customer contact. It was purchased with the intent of being implemented in the entire organization. Talkdesk allows for seamless transitions when transferring a customer over from one employee to another, making it a great experience for the customer while allowing us to maximize efficiency.
- Transition from one employee to another
- Navigating through the different functions that Talkdesk has to offer
- Ability to make calls directly from your computer
- Connection issues at times
- Not connecting to the headset during calls
- Audio output is inconsistent at times
We are using Talkdesk for our call center operations, from sales to customer support, success and billing. Talkdesk is the primary source for how our agents interact with clients. Leadership uses Talkdesk tools to monitor volumes, live monitor interactions, and create/present reports highlighting things like talk times, abandonment rate, dispositions and agent activity.
- Easy to use application.
- User friendly interface.
- Excellent support.
- Reports can sometimes take long to export (minor).
- Fast, reliable connection required (understandable).
October 09, 2020
We use Talkdesk to field incoming leads and qualify leads. The dispositions allow us tracking on how many calls are potential leads, how many calls were potential leads but we failed to capture, and what we need to improve the quality of incoming calls. Talkdesk also allows us to customize our status and track our time spent during our shifts. This allows transparency about how many calls are being taken and how efficient our agents are.
- Status reporting
- Customization of inbound and outbound dispositions.
- Support is quick to answer inquiries.
- A lot of basic functionality is missing—being able to hold + transfer, for example.
- Salesforce integration is very basic and not entirely helpful for all user cases.
- While support is quick to answer, they are not always able to identify an issue, and most of the time the result of a call with support is that we have to submit a feature request because Talkdesk does not yet have a solution.
October 08, 2020
Talkdesk is used across all of Goldenergy, except for some BPO partners for whom we don't make the decision of which contact center software to use. We use it as our contact center and internal voice communication. Talkdesk handles our public hotlines support with IVR structures with both human and self-care options to solve our customers' requests.
- Easy to set up
- User friendly interface
- Stable and realiable in any bandwith context
- Billing is hard to understand
- Lack of some features in Outbound solutions
- Adding and removing licenses should be more flexible (in terms of costs)
Our Business Development team has used Talkdesk for the past 3 years. This team is mostly remote workers. It has been an efficient tool for prospecting. It allows us as a company to reach out to companies across various time zones in an organized manor. It is easy to use and setup.
- Makes phone calls.
- Allows you to track KPIs.
- It has useful feature for management.
- It is priced a little high.
- Customer support could be better.
- There are no dedicated customer success agents to understand and support company needs.
October 04, 2020
Talkdesk is utilized by our customer service team. We use it to take and track incoming calls, and transfer callers to our Partner Agents all across the country. We are able to keep track of the dispositions of the calls and monitor our customizable dashboards and KPIs. We are also able to keep a large list of numbers in "favorites" to have the numbers on hand for easily transferring clients.
- Enjoy the custom dashboards
- Easy to use callbar
- Lists of favorite numbers to keep on hand
- Not as glitchy as other software we have used in the past
- We would like to see talkdesk adding a "hold" feature, in order to put a person on hold while you attend to their account. We currently only have the option to mute the customer, which sometimes adds to confusion.
- The call logs are not as easily searchable as we would like
- Creating a new number in Talkdesk is simple, but loading "favorites" takes forever
Talkdesk is used across our company throughout many departments. We coordinate calls with clients and are able to transfer clients to members in different departments with ease. Because of the high volume of clients we work with and the many remote employees that we have, it is important that we have a simple service that is reliable. Talkdesk helps to keep a good consistent customer experience.
- Very easy to use interfact.
- Not resource-heavy for desktop applications
- reliable.
- more reporting options for regular users
- more customization for desktop callbar
September 30, 2020
Talkdesk is how we communicate with our customers over the phone. It is mainly used by our Customer Service team. We started only using the web version but have now started using the app and widget version. I do find the web version to be a little quicker as I have noticed some lag with the app. Overall I think it is a great tool that is very useful and have had little to no issues with it.
- Easy to use
- You can review previous calls
- You can set hours of operation
- Sometimes there is a lag or delay when speaking with a customer
- Web Mode seems to be fast than Widget Mode
- Cannot listen to voicemails on app
September 18, 2020
Talkdesk is used by our agents to answer incoming calls to our support center. Talkdesk is also used to make outbound calls to clients and conduct three-way calls, if necessary. It is great for keeping track of calls and maintaining call histories and case histories. It is easy to answer calls and to complete warm transfers and cold transfers. The application allows us to revisit the calls if needed.
- Talkdesk integrates well into other applications that we use to keep track of calls for our clients.
- Talkdesk allows us to revisit the calls and histories, in case we run into any recurring issues, or have any questions about specific calls.
- Talkdesk is an easy app to understand and navigate.
- When a user is placed on hold, and then brought into a conversation, there is not a way to place the user back on hold.
- There are instances when it may be necessary to place the user on hold again, but there is not a way currently to accomplish that, without having to end the call and initiate another call.
September 17, 2020
Currently, we utilize Talkdesk exclusively for our support teams across all of our products. Talkdesk's easy to use system has allowed us to quickly set up and adjust our IVR, call routings, callback, and voicemail settings. The ability to make these quick adjustments ensure that our clients are getting to the right team, at the right time creating a very positive client experience for our callers.
- IVR setup and updating
- Call routing
- Voicemail management
- Easy to use
- Web-based VoIP
- Live reporting isn't always live. It seems to vary from depending on who is looking at it at a given time.
- Reporting lacks visuals and is difficult to use. After the launch of Explore, it is more difficult to find the reports our team leads and agents want to see.
- Studio Flows reorder while you are working on them, adding confusion to complicated IVRs.
- Lack of fields in Reports. There are many things that I would love to report on (e.g. the specific call and agent rejected), but the data is not available in the UI. If an issue occurs where I need this information, I must contact the TD CX team to assist.
September 11, 2020
It is used company-wide, for communication between clients, vendors, and within our own department's communication as well, to make it possible to connect with anyone needed to conduct business on a daily basis.
- Very simple to use/learn
- Able to communicate by all necessary means--calls, text, and voicemail
- Convenient that it can be used from multiple locations (cloud)
- The call bar (app version) could be more intuitive.
- Ability to use text feature from call bar
- Ability to add more contacts to your list
Talkdesk is currently used just in our contact center. We are working on implementing it across the entire company now because we like it so much. It allows our contact center to grow and scale easily and effectively. Each of our clients needs a different call flow and Talkdesk can accommodate that.
- Good reporting
- Flexible interface
- Lots of features
- I would like to have a better visual interface. Something more clean.
- Their workforce management feature is new and needs some work to be more flexible.
- It can get expensive for bigger companies.
September 10, 2020
We currently use talkdesk for our Sales and SDR department, as well as for our Success and Support organizations. We utilize the tool for tracking calls and voice messages, and use recorded calls for training and recall purposes.
- You can record tough calls - makes it great for learning how to handle certain situations better and also helps with recall on previous conversations. Really great for training, new and vet employees alike.
- Very visual display of all missed calls and voice messages. This is very easy to navigate and takes little training.
- Has greatly reduced calls to my personal cell phone (since this is what we were working with before). All calls now funneling through the application.
- Bugs. As with any software these come up from time to time, but not being able to do things like transfer a call internally can be very annoying
- It does rely on an internet connection. Your wifi goes down, you end up hanging up all active calls (not a talkdesk issue, just a general issue).
- Kicks me offline unexpectedly - no alert for this that I know of (should just remain online always during my specified business hours).
- Cannot only forward some phone trees to outside lines: I work in a support aspect and success. My success calls need to come to my cell phone whenever, and my support calls are covered by others when I am offline.
September 09, 2020
Our organisation uses Talkdesk as customer service and sales departments solution. We use national phone numbers and address the calls directly to the departments or we transfer calls once they enter to our customer support department. We implement it with a few CRM software systems to easily manage and record the process of our customers experience.
- Easy and simple to use.
- Easy to be managed and extracting useful reports.
- Implementation with other software products.
- More user friendly expansions to keep notes for the current customers with easy access and option of summarizing it.
Talkdesk is the main tool we use to communicate with our prospective and current students. As a University campus that focuses on adult learners and online education connecting with them helps build our community and share our story.
- Talkdesk works incredibly for phone connections with clients.
- The service provided with new features and any issues has been top notch.
- At first, the reporting functionality of Talkdesk was robust but unable to be customized. This resulted in a lot of data to sift through to find what was wanted. The reporting is improving constantly.
Easy to use and very user-friendly. It is also very organized and makes my daily tasks much easier. I have been using it for a year now and have no complaints. It is glitchy at times but simply resetting the app makes it work perfectly again.
- Organized.
- Simple to use.
- User friendly.
- Glitches.
- Customer service could be better.
- Lacking options.
Talkdesk is used by almost every member of staff at Utility Concierge. We contact clients directly to assist in setting up services for them. There is the sales team and an account management team. All use Talkdesk to contact clients. We are also able to review calls after the fact for quality purposes and training and coaching.
- Customer support always seems to be prompt when and if issues arise
- Click to dial for efficiency
Talkdesk Scorecard Summary
Feature Scorecard Summary
What is Talkdesk?
Talkdesk Enterprise Cloud Contact Center aims to enable companies to make customer experience their competitive advantage. According to the vendor, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions.
Talkdesk Video
What is TalkDesk?
Talkdesk Integrations
Zendesk Support Suite, Slack, Olark, Nimble, Shopify, Freshdesk, Front, Help Scout, Intercom, Pipedrive, OnePageCRM, Contactually, by Compass, Kustomer, from Facebook, Salesforce, Google, Infusionsoft, Zoho, Big Commerce
Talkdesk Competitors
Talkdesk Pricing
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
Edition | Pricing Details | Terms |
---|---|---|
Professional | $65 | per seat/per month |
Professional + | Contact sales team | |
Enterprise | Contact sales team |
Talkdesk Support Options
Free Version | Paid Version | |
---|---|---|
Phone | ||
Live Chat | ||
FAQ/Knowledgebase | ||
Video Tutorials / Webinar |
Talkdesk Technical Details
Deployment Types: | SaaS |
---|---|
Operating Systems: | Unspecified |
Mobile Application: | No |