Skip to main content
TrustRadius
Talkdesk

Talkdesk

Starting at $85 per month per user
View Pricing

Overview

What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

Read more
Recent Reviews

Review 09/20

8 out of 10
February 07, 2024
I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
Continue reading

Talkdesk review

2 out of 10
December 15, 2023
Incentivized
We use TalkDesk for our call center agents to take calls from clients. Agents assist clients with payment plans & applications for Federal …
Continue reading

Talkdesk Review

7 out of 10
December 12, 2023
Incentivized
We are a distributed team, and all need to be able to answer a single phone line from many different locations. Talkdesk works well for …
Continue reading
Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Recording (406)
    9.3
    93%
  • Warm transfer (392)
    8.9
    89%
  • Historical reporting (388)
    8.4
    84%
  • Agent dashboard (416)
    8.4
    84%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
Return to navigation

Pricing

View all pricing

CX Cloud Essentials

$85

Cloud
per month per user

CX Cloud Elevate

$115

Cloud
per month per user

CX Cloud Elite

$145

Cloud
per month per user

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.talkdesk.com/pricing/

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $85 per month per user
Return to navigation

Product Demos

Automatic Summary Demo | Talkdesk

www.talkdesk.com

Proactive Outbound Engagement Demo | Talkdesk

www.talkdesk.com

AI Customer Self-Service Demo | Talkdesk

www.talkdesk.com

Coaching Performance Development Demo | Talkdesk

www.talkdesk.com

AI Workforce Management Demo | Talkdesk

www.talkdesk.com

Omnichannel Agent Experience Demo | Talkdesk

www.talkdesk.com
Return to navigation

Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.4
Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.7
Avg 8.3
Return to navigation

Product Details

What is Talkdesk?

Talkdesk® is a global cloud contact center provider for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way and is an end-to-end customer experience solution that aims to combine enterprise scale with consumer simplicity. Talkdesk's goal is to support businesses everywhere to deliver better customer experiences through any channel and drive higher customer satisfaction, cost savings, and profitability. Talkdesk boasts over 1,800 customers in 100 different countries, including IBM, Acxiom, Trivago, and Fujitsu as partners with Talkdesk.

Talkdesk Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Talkdesk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android

Frequently Asked Questions

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

Talkdesk starts at $85.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Talkdesk.

Reviewers rate Recording highest, with a score of 9.3.

The most common users of Talkdesk are from Mid-sized Companies (51-1,000 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(604)

Attribute Ratings

Reviews

(126-150 of 285)
Companies can't remove reviews or game the system. Here's why
Christopher Pash | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.

Our UC is very unique with multiple clients to suit within the same customer base, Talkdesk gives us the ability to cater for each clients needs and the flexibility so change and adapt without the need for professional services due to its no coding requirements and ease of use we can keep our UC with all the variances such as:

  • QA evaluation requirements.
  • Service level agreements.
  • Queuing priority.
January 11, 2021

Talkdesk Review

Anthony Sandoval | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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).
Talkdesk is excellent if you have a mid to large sized sales and customer support operations where industry standard KPI reporting and monitoring are an important factor. Talkdesk is especially useful if you integrating with Salesforce to track your sales and customer interactions as the integration is seamless.

Talkdesk may not be appropriate for very small teams or companies where calls are not the primary interaction with clients.
Kelly Hogan | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
Talkdesk is great for smaller companies that are looking to start out with an easy to use contact center software. Phone numbers are expensive—$2 per phone number. If you need many different numbers to route in your call center, you should either use different software or have your numbers supplied from an external source besides Talkdesk.
October 06, 2020

Talkdesk - Remote Team

Jeffrey Adams | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Talkdesk is well suited for companies looking to grow their sales. It is very useful for companies that have remote workers in other countries. It allows your staff to work and make calls no matter where they are located in the world. As long as you have a steady internet connection you are good to go.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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
Great for our use of taking and transferring callers! Recently Talkdesk just fixed an issue we were having with storing favorite numbers, as we have many agents across the country we transfer clients to. We are grateful for the update, and it seems to fit our needs even better now!
September 30, 2020

Great product!

Score 10 out of 10
Vetted Review
Verified User
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
Talkdesk is great for any organization large or small. It is especially effective for organizations that manage multiple teams and work with customers. If you have remote employees, it opens the potential for greater flexibility and work life balance for everyone who is working with clients and ensures a consistent experience.
Andrew Pindelski | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Talkdesk has been a great tool when working with customers. I have had customers compliment the system when they have had their call drop and need to call back it tells them that they are recognized as a recent call that was dropped in our system and moves them to the top of the queue. This is a very nice feature when working to keep your customers happy.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We primarily use Talkdesk in three different departments across three different countries and regions: from the Philipines to North America. It is used for both outbound and inbound Customer Support. It enables us to have a universal tool across global regions. It also enables us to record calls which is vital in our sector.
  • Quick and easy deployment. It's very simple to set up.
  • Short learning curve for new staff. Easy to use.
  • Good quality of recordings and reliable usage.
  • Searching for a specific call is not as easy as it could be.
  • The UI is increasingly archaic. Definitely needs an update.
  • Reporting is clunky and not streamlined.
Honestly, I can only speak to how it works for us. Our needs are pretty straightforward. We need something easy to use, globally accessible, that records and archives calls. It works for us in these scenarios. I could see it being more challenging for a sales-centric organization. We'd love to see it integrate with Talkdesk and Salesforce more effectively.
September 24, 2020

Talkdesk review

Maddison Roberts | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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 is very well suited for the field I am in. We are a call center so it is used all day every day by almost every person within our organization. We use several of the functions within Talkdesk- voicemail, call reviews and the texting features and they all work very well.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is used daily by our customer service team to handle incoming and outgoing calls from leads and partner agents. TalkDesk is more reliable and offers better sound quality than the product we were using before.
  • Great sound quality while on calls.
  • Works great with Salesforce.
  • Customer Support is available to help.
  • Need to be able add/delete contacts to our favorites list.
  • Callbar App could be more intuitive.
  • Would like to be able to put a caller on hold before transferring... at the moment we use Mute.
Talkdesk is best suited for organizations that are looking for reliable, quality phone calls, but don't need to store/save contacts.
September 22, 2020

Talkdesk user

Score 9 out of 10
Vetted Review
Verified User
Talkdesk is used through out the whole company. It's been a software we have been using for a couple years. It seems to be liked by all the employees in each dept. It's made it easy to work remotely as well. I'm a happy user of Talkdesk. The software has been great.
  • Handsfree.
  • Internet based.
  • Easy to use.
  • I have to reboot my computer at times.
  • It will put me in away status automatically.
  • Sometimes it rings and no one is there.
I would give Talkdesk an 8. I'm happy with the software and I plan on continuing to use it. It needs a few updates. Sometimes I have to reboot my computer. Sometimes the software will freeze up. It would be nice to get the glitches fixed. Other than the slight problems the software is great.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
It is easy to answer calls and to complete warm transfers and cold transfers. Obviously it helps to keep track of call history and allows us to revisit the calls if needed. 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 18, 2020

Easy to set up and to use!

Kallen Bakas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Talkdesk is an excellent tool for small to mid-size companies and support teams. It is extremely easy to set up and use and has enough customization in the studio flows to allow you to create extremely complicated IVRs to meet all of your needs. The call monitoring/recording features allow you to coach your agents live or asynchronously and the live reporting allows you to quickly scan to see how your team is doing.

For a large team, I think all the features would meet your needs but the reports. The reports in Explore are cumbersome and difficult to use. It takes time and research to find the right report and often times I find myself in excel merging multiple reports into one usable report. If you have a large team of a few hundred, this task might get out of hand.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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 works great for speaking with customers and vendors. It could however use some better features for conference calls with multiple users, possibly even video call capabilities for those conference calls.
September 12, 2020

My Talkdesk Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Talkdesk is appropriate for contact or call centers. I don't think it would be necessary for a small business that just needs a simple phone system. However, for large companies that need robust call routing and features, it is great.
September 10, 2020

Talkdesk Customer Review

Score 8 out of 10
Vetted Review
Verified User
Talkdesk is used by my department to contact customers about the products they use with our company. Personally, I use it to contact customers and help them with any issues they might be having with the software we provide them with. Talkdesk is great because it allows me to call from anywhere where I have my computer and internet connection.
  • Formatting of calls. If you enter a number in any particular format, Talkdesk converts it to a format that allows for a call.
  • Talkdesk is easy to log calls with.
  • I can minimize Talkdesk and reopen it on any other desktop without any interruptions.
  • Talkdesk sometimes reopens by itself after I have logged a call and minimized it.
Talkdesk is especially well suited for remote working. You can make calls anywhere as long as you have your computer and internet connection.
September 10, 2020

Talkdesk Simply Works

Andrew Deister | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Any call-center, of any size, would do well to bring Talkdesk on board.
Score 9 out of 10
Vetted Review
Verified User
Talkdesk is the main phone management solution in our company, it is integrated with our database and ticketing systems. It is used by all the customer-facing departments and is used around the clock as we provide 24x7 technical support.
The reliability of the product is the main focal point as this is the guarantee of SLA compliance from our part with our customers. Talkdesk has no hardware dependency which makes it an ideal solution for mobile work models.
  • Mobility
  • Good technical support
  • Customer oriented
  • Ease of use
  • Reporting tool can be improved
  • Call routing configuration can be simplified
  • more insight on routing historic data
Talkdesk is best when you have a team working in different places, or if part of your workforce is mobile or working from home. Talkdesk is best when you do not have a person dedicated to the call management/queue management, it is an easy to use tool that does not require a lot of work from your end. Talkdesk is best if you use Salesforce as it integrates flawlessly.

Talkdesk should be suitable if you need heavy reporting, but I've seen other products that are better in that.
Skill sets and priorities on the queue is still a missing feature
September 09, 2020

Talldesk is great!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is great! it is very simple and easy to use. It is great for managing call flow and helps us to better serve customers in our support department. I have been using Talkdesk for about six months and so far I do not have any complaints. I would recommend Talkdesk to anyone looking into it. It has been great thus far!
  • Easy to use.
  • None so far.
It is great for helping manage call flow for our business.
September 08, 2020

Great platform

Jose Rodas | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
I work for an online car sales company so primarily I am on the phones assisting customers and it is nice having all the numbers organized and also able to hear the calls or retract the numbers of calls for that day. Very user-friendly and very easy to use.
September 02, 2020

Talkdesk? TalkYES!

Score 8 out of 10
Vetted Review
Verified User
My organization uses Talkdesk on a daily basis to connect with guests, monitor current calls, and collect voicemails. It is used company-wide on a small scale and in-depth for our call center agents. This gives our team a safety blanket of having all of our calls recorded and is a great way for us to track calls in marketing.
  • Records Phone Calls- Can be searched by agent, phone number, contact name, etc. This is helpful when verifying information that was previously talked about.
  • Tracks phone numbers for marketing--who is calling what numbers? Are our website ads being seen? etc.
  • Integration with other programs like Salesforce--love that everything syncs!
  • Has a separate call bar. It is small and makes working in Talkdesk a breeze.
  • I wish I could pull up previous call history from the active call.
  • A more user-friendly reporting feature
I work in a call center environment. Talkdesk has been a lifesaver during this busy time. Our call volume has tripled since March and having such a fast phone has been a lifesaver.
August 26, 2020

User friendly

Score 10 out of 10
Vetted Review
Verified User
Incentivized
TalkDesk is a vital tool for our support department. It has become a crucial part of our work from home transition. It is easy to use. The support team is always available to help. Minimal wait times. I'm very thankful for this software. Even when issues arise the team is swift to respond and address all your issues and concerns. Couldn't be happier with all the updates and service we have received. Great job team!
  • User friendly.
  • Great support.
  • Auto login feature.
  • Updates should run in the back end.
  • Provide more fields for statuses.
  • Update your routing system.
Scenario #1 - Great
We were receiving calls from a 3rd party that kept (pranking) calling our department. Talkdesk has a caller ID feature. We were able to track the calls and the number to report it to the TD support team for help.
Scenario # 2 - Not so good
It has happened multiple times where I'm in the middle of a call and the call drops and TD app closes due to an error. What I find troubling is that when I go running report on my call history, I cannot find any information on the call that dropped.
Score 7 out of 10
Vetted Review
Verified User
Talkdesk is used by the entire company and is a vital part of our business. We are able to communicate with future customers and current customers and ensure all needs are being met. Each department has their own need of the product, as in support, we use the product to take and make calls to resolve our client needs.
  • Simplicity of front end use.
  • Wonderful support team.
  • Great product integration.
  • Poor reporting.
  • Product seems to fail for many people at home.
  • The explorer tab is a bit of a mess.

Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.

One of my biggest obstacles with Talkdesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!

August 26, 2020

Makes my job easier

Score 10 out of 10
Vetted Review
Verified User
It will be used within the whole company. I'm not sure if everyone is on it yet. As of now, I know the Customer Service department is and our CSM department is on it. It helps solve the problem of residents waiting on hold for so long. If we can't answer the call right away they can choose to have us call them back. This has really helped with residents being less frustrated.
  • Lets me know who is calling if they are registered with us.
  • It integrates well with Salesforce.
  • Has ability to put yourself on break, 1 on 1, etc.
  • It seems to always bring up the last case I worked on when ending the call.
It is great because it can integrate with Salesforce and it makes my job so much easier.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our department switched from 8x8 to Talkdesk due to the ability the software has to integrate with Salesforce. With 8x8 we experienced frequent crashes and audio issues, and although we still have occasional problems with audio quality and calls dropping the user experience is drastically improved. Now, customer information is pulled up automatically if they are in our database, and instead of having to copy and paste into a SF case, the info is transposed in the case with a click of a button. Alternatively, if the call can be handled in one fell swoop we now have the option of entering a brief note instead of multiple case comments. We have reduced our average call handling time dramatically, allowing us to help more customers faster.
  • Integration
  • Customer Support
  • Ease of use
  • Ability for agents and supervisors to see statuses at a glance
  • Reporting can be difficult to navigate
  • Would like the ability to set recurring appointments on Workforce Management
  • Occasionally have to clear program cache
I consider Talkdesk to be a cost effective way for any Customer Service Department to manage incoming customer calls. It provides us valuable insight into staffing needs hour by hour and agent performance.
Return to navigation