October 10, 2019
Love TalkDesk
Pros and Cons
- The the reports I can create to track daily status.
- The the real-time dashboard
- Love being able to listen to calls right from TalkDesk
- Just would really like to be able to customize more reports
TrustRadius
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.https://media.trustradius.com/product-logos/x0/8N/301W3SQJF6TT.JPEGTalkdeskLove TalkDesk2019-10-10T22:18:30.765ZWe use TalkDesk to track our day to day effectiveness on answering calls and helping us track our agent statuses. We use the daily reports to help drive up number of calls offered and to drive after call work done. This has let us become more effective and helped drive up GP.,The the reports I can create to track daily status.
The the real-time dashboard
Love being able to listen to calls right from TalkDesk,Just would really like to be able to customize more reports,9,TalkDesk has helped us increase our GP,,9Bryan WheelerTalkDesk: it's so easy, my grandmother can use it!2019-09-08T18:43:17.713ZTalkDesk is currently being used by the entire front desk staff at our medical practice. It makes answering calls easier with its built-in caller ID. It also makes life easier for our administrators as it makes it easier to collect any data associated with the phone calls we are receiving.,Interface is very easy.
Answering phone calls.
Gathering reports.,It would be easier to transfer calls outside of the practice.
N/A
N/A,10,I cannot answer this question as I am not in management.,,10,9Nelson BonillaA solid, dependable workhorse for call centers2019-09-02T18:52:28.907ZI work in a support center for a rideshare app operating in one of the largest cities in the world, so call volume is daunting. We use TalkDesk to assign, take and transfer calls. It syncs up beautifully with our email client, Zendesk. The main business problem this tackles is that of contact organization-- we have hundreds of thousands of them, and TalkDesk lines them up and auto-populates tickets with incredible accuracy. Crashes are so rare that I remember each of them-- two total in about seven months. Support was excellent during these occasions.,Clean, simple layout.
Reliability - Rarely crashes, even under heavy use.
Compatibility with other software.,Occasionally missed ticket population.,9,Customer retention - TalkDesk is integral to our customer support operation, which is what our customers know us for.,10,10Colby SeifertPeople Manager: Talkdesk2019-08-29T23:27:35.123ZThis is used by the customer service campaign I work with to make outbound calls. It helps to solve concerns we had regarding having reliable software to make calls, tracking calls made, and recording calls for quality training. I manage a team who uses Talkdesk everyday, its very user friendly and easy to get the hang of.,Ease of use
Call tracking
Ability to go offline to prevent incoming calls,No way to search for dates or times
Not able to disable incoming calls altogether,8,I am not engaged with individuals who make these decisions and track the results for company software.,8,5Joseph PorterWhy you should check out Talkdesk2019-08-28T14:57:56.844ZIt is used by our customer service department for our reps to support our customers that need help with our product. The versatility of Talkdesk allows us to support customers and make changes in real time. It allows us to monitor the productivity of our reps as well. Due to Talkdesk being an online platform, our reps can assist our customers both on site and remotely.,Extremely responsive to any problems that arise and to suggestions for improvements.
The ability to make changes on the fly due to the user friendly interface.
Ease of managing users,To able to monitor teams (dashboard) separately. Currently you can only monitor them via ring groups (queues)
Support of a mobile app
The ability to create custom reporting,9,It has saved us money by allowing us to identify KPIs and areas of improvement for our agents and to optimize their performance
By using Talkdesk, it allows us to provide a better customer experience.
With their integrations to multiple software applications, it make it easy to manage customer data,8,9,Robert NunezGreat Phone Solution!2019-08-16T01:27:51.253ZTalkdesk was used across the organization. It's a fantastic phone solution that gave us great visibility into what queues our employees were in and where we needed attention. We were able to access patterns and send information to Talkdesk in order to analyze trends both in incoming traffic and in employee behavior!,User interface
Dashboard views
Ease of use,Additional customization availability.
Ability to manage settings and queues for multiple employees or groups at once.
Difficult to adjust macro settings.,7,Ability to track call avoidance
Ability to access time theft
Ability to validate customers,10,1,,TSheets, QuickBooks Online, QuickBooks Desktop ProKyler DTalkdesk: a CCaas that just works2019-08-16T01:22:11.805ZTalkdesk is used across the organization. We had to replace a Google Voice with a competitor with a real CCaas provider. Talkdesk was far and away the best value on the market. Most other providers are outdated or force inelegant solutions upon legacy systems to compete. We have had a 100% adoption rate. It has been 4 years since we first partnered with Talkdesk. We almost never have an issue. When we do, Talkdesk pushes us notifications and constant updates until the issues are resolved. Thousands of interactions are beautifully handled by our team because of Talkdesk. Management loves that they can see, hear, and replay anything.,Value: the feature list is so long that you won't find it other places. Competitors cherry-pick in those side by side comparisons on other review sites so be careful.
Reporting: the reporting is simply outstanding. It works without having to manipulate data first. Huge time savings for management.
Ramp-up time: If you choose Talkdesk, it will be up and running shockingly quick and it is so easy to use that your team will love it.,Call quality: Expect that you will eventually have a quality issue and it will be annoying and hard to diagnose. Usually resolves on its own within an hour. Not system-wide but for individual reps.,10,Wouldn't trade Talkdesk for any other system, we see tremendous value.,10,9,Five9 Predictive Dialer,ZipwhipLogan BlackburnTalkdesk is very easy to use and lets you provide customer support on the go!2019-08-16T01:03:46.401ZOur company uses Talkdesk to provide customer support for our medical device to customers. Talkdesk is used as part of an integration of Salesforce Service Cloud to automatically generate cases as soon as a customer reaches out to us via phone.,Provide ample support resources and training modules to maximize your use of the product.
Allows for call forwarding to mobile devices. Comes in handy when providing customer support on the go!
Can be easily integrated with many other softwares.,Allow for call returns through mobile devices.
Holiday Hours to automatically update per calendar year.,10,Increased the number of users that were able to better understand how to use our product by reaching us via Talkdesk.,10,10,Salesforce Service CloudMelissa LoraPerfect solution for a customer-facing startup2019-07-11T16:37:13.783ZTalkdesk is being used by multiple departments. It's mainly utilized by our Customer Care Team, but our Tier II Support Team and Human Resources Department also use Talkdesk. Talkdesk integrates well with our CRM and allows us to keep track of conversations with customers, vendors, employees, etc. Talkdesk allows us to select different outbound numbers when contacting different people, which is super helpful and allows for a consistent experience.,Customer support - Talkdesk has amazing customer support and always works with us thoroughly when we have an issue or question.
Uptime - Talkdesk rarely goes down, and if it does, it's quickly working again.
Customizable settings - Talkdesk is insanely customizable, and the Talkdesk team is always coming out with new features and betas.,Ringtones and sounds - It would be nice if there were more options for users to change sounds like ringtones or dialing tones.,9,Overall, It's been a positive implementation.,Onfleet, KustomerKristopher HarrisUsability and Agility are the cornerstones.2019-08-03T03:34:15.761ZTalkdesk is used by our entire organization. The most important part that we use it for is our customer service rep department and our supplier enablement department. These departments field calls from our customers to help walk them through our software, so it is extremely important that communication is very clear and that the platform is easy to use for a large number of people. The rest of the business uses it as their regular business phone. Even though they aren't on a queue they do still need to have a reliable phone that's easy and straightforward to use to get to the people they need to talk to.,Easy to manage. Talkdesk is a purely Saas solution, which makes it so we don't have to manage any physical hardware anywhere except headsets.
Easy to deploy. Talkdesk turned a task that used to take days with a 3rd-party support company with our previous phones into a 30-second process that we can teach anyone to do.
Easy to tie to other software. We combined TTalkdesk with Salesforce to gather analytics and make calling from SFDC easier.,Password resets. This still isn't managed internally, and you have to reach out to their support team to reset anyone's passwords.
IVR buildout. However, this is supposed to be easier in their newer product, Talkdesk studio.,9,Talkdesk keeps up. We have grown like crazy here, and Talkdesk has kept pace the whole way.
Ease of management for users. This has allowed us to add and remove users super quickly when we have a wave of new hires.
Generally good support. The couple of times that we have had some call problems, Talkdesk has been pretty good with their support teams. This is a nice change from our previous supplier.,10,8,RingCentral and RingCentral Contact Center,Salesforce App Cloud, Okta Workforce IdentityRobert JeffcottA perfect software to use in outbound campaigns2019-08-03T02:20:00.859ZWe are using Talkdesk in almost the entire B2B department. We use it to reach costumers and e-learners all over the world, advising and giving the necessary support on behalf of our product. It's the most important software that we use in outbound campaigns, as it is easy to use and can be linked to other software.,It's easy to use. You just click on the number and it's already calling the costumer.
It's light and most of the time fast, so you can manage to reach a high number of costumers during the day.
It can be linked to other software, such as Salesforce, which makes things a lot easier from an organization point of view.,We had problems reaching some countries, like Bosnia and African countries, and had to ask for support.
Sometimes the calls get dropped all of a sudden, especially if you're speaking for more than 10 minutes with the customer. It can be annoying for us and for the customer too.,9,It improved how we reach our customers, and allowed us to have successful outbound campaigns.,10,9,,Salesforce Analytics Cloud, Microsoft 365 BusinessThiago LealTalkdesk - the call solution2019-08-01T23:09:21.930ZWe have been using Talkdesk for almost a year now. It is used within the event sales team as we have struggled to find a system that works efficiently to make and receive calls at any location - until now!
It works so well and customers receive a call centre experience no matter where our staff are working. Calls are logged automatically, calls are easy to transfer and cases auto populate with the correct and necessary details which results in fast and efficient customer response and analysis. The Talkdesk dashboard is really useful when managing our agents and monitoring call stats. It tracks service level rates and it integrates with Salesforce which is so useful to record calls and data.
Such an easy to use system and extremely beneficial!,Detailed reports on call statistics within teams - useful for monitoring team performances and peak / busy times
Integrates with Salesforce which is very important when logging calls and data
Calls are clear and efficient,Reports could be slightly more user-friendly and easier to tweak where required,9,Improved call quality
Agents are confident to make more outbound sales chases which improves their targets,BookerLianne WoodwardTalkdesk2019-08-01T23:03:55.958ZI like Talkdesk for its ability to track and record calls. I am not sure if it is my network or Talkdesk specifically, but I am frequently having to close out of it and open it back up for it to work properly. I have talked to others on my team and some have experienced the same thing while others have had no problems with that. I also find it difficult to transfer to someone else; if there are calls in the queue, they have no opportunity to set themselves to "available for transfer" before the next call is routed to them. I think it is capable of doing what we need it to do... it's just a learning process and a matter of getting things customized.We are now able to see what is driving the volume of our calls by selecting a disposition. Gives us immediate access to recorded calls. It writes back to our ticket system.,Records calls and you have immediate access to them
Integrated with Zendesk
Gives you the ability to select a disposition (purpose of the call),Difficult to transfer to someone else and do follow up work
Sometimes I have to close out and open it back up in order for it to work
It creates duplicate tickets in zendesk,8,Gives us a better idea of where the volume is coming from
Saves time being able to click to call
Saves time by creating tickets automatically,,GainsightSarah YearginSimple and easy to use!2019-08-01T22:45:05.405ZTalkdesk is being used by our customer support department and has been a huge benefit when working with our customers. Not only does it easily allow our agents to field calls with customers, but it also allows us integrate with other third party programs, like our ticketing system, to make keeping track of notes and what occurred on calls much easier.,Third party integration is my favorite feature of talks desk, as it makes tasks much easier to accomplish when you don't have to move through several different app and/or web pages.
Their software application is intuitive and user friendly; it's not overly complicated and is easy to pick up with only minor computer skills
Call logging is simple, yet effective, as talkdesk lets you easily track down call notes (we use this feature specifically with our third party integration with Zendesk).,Audio input/output does not seem to save your selections once you close the application, forcing you to set those each time you log in.
Different color schemes would be nice to have, as we work in a darker area of our building and a dark mode would be very appreciated.
While Talkdesk does integrate with third party applications, it doesn't always transition notes well from the call log, to Zendesk, forcing us to have to type out the notes a second time.,9,Has allowed our support staff to more easily keep track of calls and notes
Has been easier to train new agents on the talkdesk system
Integration support has been helpful with our ticketing system,NICE inContact CXone,Zendesk, Slack, BeyondTrust Remote Support (formerly Bomgar Remote Support)Ryker WattsWorks wonders for our teams!2019-07-30T16:19:15.216ZTalkdesk is currently used by three of our Client Services departments, which mainly encompasses our Support Team, Strategic Account Managers and Digital Marketing Specialists. We initially implemented Talkdesk because of its ease of use, reliability, and reporting. The ring group structure also supported our current workflows which made the transition smooth and seamless.,Reliability. Rarely do we encounter outages or issues that affect all three of our departments.
Easy to use. From a user and admin perspective, the system is easy to use which helps prevent hiccups in the client experience.
Reporting. The built-in reporting provided gives us insight into individual and team performance, which helps us keep employees more accountable.,There are only two levels to the dispositions, which is how we categorize phone calls. Our cases are categorized using 3 levels, so additional options here would be great.
We've run into some challenges with having an agent logged into more than one rotation, but receiving calls equally. I'm not sure if Talkdesk is able to support this concept.,10,It's allowed us to maintain a service level of above 90% most months since last year.
We've been able to successfully train others on the team using their call monitoring options which has been immensely helpful for new hires.Mim HaversGame changer!2019-07-30T16:13:49.737ZWe use Talkdesk for Customer Service and Sales departments. It helps us to log every activity on Salesforce and have a Customer 360 overview. It also helps us to ensure the best quality of service. In fact, our last provider was not able to provide us a heavy Salesforce Integration. That's why we chose Talkdesk.,Salesforce Integration
Reliability
Easy-to-use for end users
Power Calling,Customization of Salesforce Integration
Native Reporting Capabilities,9,It's only a few weeks after, so it's hard to measure ROI.,Diabolocom,Salesforce Service CloudJordan ChevalierSimple to use, user friendly and efficient!2019-07-28T17:39:37.390ZTalkdesk is used across the whole organization. It is solving the need to stay fast and efficient in the day to day operation without any downtime wasted on slowness or problems. Our volume of calls has increased and the user-friendly aspect of the software allows for a quicker onboarding process to all new employees. Overall, simplicity and reliability are the pillars that attracted us to Talk Desk.,Has a user-friendly interface.
It handles calling channels very well.
It keeps user's organized.,Different color templates.
Video integration
Increased speed,10,Return on productivity
Return on Investment
Easier to use system,Close,Salesforce App CloudHARVEY CASTROGreat Tool for Customer Service2019-07-28T17:21:30.326ZTalkdesk is used by the Customer Service Department to reach the students of our online course, explain to them how to use it and solve their doubts.,User-friendly
Easily compatible with our CRM system
Good and clear reports
Great customer service,Connection issues
No phone numbers for a few countries
No SMS service,8,Increase of pick up rate
Easier reporting phase
Integration with the CRM systemRiccardo ICrisp, clear connections2019-07-28T01:41:46.244ZIt is being used to dial out to all of our leads. It is used across the whole org. It allows us to use to be as efficient as possible, switch between numbers we're dialing out from and connect to leads in a very fast fashion. It rarely ever has issues, but sometimes customers do complain about the call quality and that we're cutting in and out.,Quick to connect.
Switch between numbers.
Auto-dialer.,Customers complain that we're cutting in and out.
Call quality.,9,More dials = more connections = more money.Kyle DusiEasy to use!2019-07-28T01:36:07.006ZTalkdesk is used by my whole organization. It helps us organize our in coming calls so our callers get fast and reliable service without having to be transferred multiple times. We are able to monitor our call stats in real time so we can make sure we are always staffed sufficiently.,Easy to use/learn especially for beginners who have never used this type of service.
Your able to log in and monitor different teams or users in real time.
Able to track calls down to the second.,The ability to be able to place a caller on hold; make an add't phone call then either transfer the caller or bring them on.
Having a status where the user is not accepting incoming "outside" calls but can still accept calls from colleagues.
Being able to transfer a call back into a holding queue.,10,I do not have access to this data.
I can not give a knowledgeable opinion.
This would be a good question for our quality service team.
Though my company tries to be very competitive and very cost efficient. If Talkdesk did not meet those needs we would have found another service.,,Zendesk, Google Authenticator, Google Ads (formerly AdWords)Leslie TravisTalkdesk Delivers Quality and Offers Outstanding Customer Support2019-07-26T15:56:38.017ZTalkdesk is the main telecom provider for our customer experience department. We take large volumes of inbound customer support calls from our customers and showroom teams on a daily basis. We also rely heavily on and their voice/call quality, in-depth reporting, and fast action support to keep our service afloat. I was wary about many VoIP providers coming from business telecom support for many years, I expected to have issues with networks, which were superb, Talkdesk matched that quality and any issues that did arise technically would be address promptly.,Reporting - we rely on exports for mode usage (WFM and adherence), inbound and outbound volume and KPIs (AHT, ATT, AWT).
Quality - with a great internal wired network Talkdesk lives up to the game.
Support - There hasn't been a moment of frustration with anything Talkdesk offers, their support is fast and amazing!,Future vision - AI for sentiment and all the other fun things about AI.
Live speech to text - I saw this demo's somewhere and it was amazing, especially when a knowledge base was connected with an AI bot.
Price - lower the price, we are all cheap and trying to get ahead.,10,Volume, we have dealt with well over 100,000 interactions this year and talkdesk has lived up to them all,RingCentral and Vonage Business Cloud,Salesforce Service Cloud, Zendesk, SlackJesse MarionSalesforce integration is awesome2019-07-21T03:50:05.443ZTalkdesk is used by our Guest Experience department to interact with our guests and ensure a culture of excellence between each of our stores.,Talkdesk makes it effortless for us to interact with our guests.
Talkdesk makes it effortless to record the interactions we have with our guests.
Talkdesk makes it possible to ensure a standard of excellence between each of our stores.
The User Interface of Talkdesk is amazingly approachable.
Talkdesk is very easy to learn and teach.,There are occasional outages with Talkdesk.
Very rarely, call quality can be quite low.
I wish the integration with Salesforce was a bit more seamless.,10,Talkdesk allows us to have a positive influence over the guest experience of our stores from one centralized location.
Talkdesk allows us to share the high volume of calls that our stores incur so that our local teams can be more present with our guests.
Talkdesk allows us to record our interactions with our guests, so we can strive and learn to be more excellent in every interaction.,Salesforce App CloudGrant WomackTalkdesk is good for our growing support team.2019-07-12T23:06:04.717ZTalkdesk has been a good system for our growing support team. I would like to see more functionality in reporting and being able to customize for our specific needs as a department, but overall, not bad. If you are looking for a reliable, easy to use system, Talkdesk is a great match.,Easy to use
Reliable
Easy for growth,Lack of customization
Limited reporting
Too many set features, not ideal for quickly pivoting as a team,7,Uptime is a positive.
Easy of use is a positive.
Lack of customization is a negative.,NICE inContact CXone,ContactWorld for Salesforce, NICE inContact CXone, Five9 Predictive DialerTorrey HenichTalkdesk walks the talk!2019-07-12T22:35:51.399ZHappy Money uses Talkdesk to make outbound calls as well as receive inbound calls from our members and applicants. The software is being used by our membership experience team, our verifications team and our goal realignment team or what others usually call the collections department. Managers and supervisors also use Talkdesk to listen to recordings for quality and training purposes. It is also used by the fraud department to listen to recordings to prevent fraudulent applications from going through.,Talkdesk rarely or never lags. I have personally never experienced any system issues while I am using it.
Talkdesk has a great user interface and is very aesthetically pleasing to use.
Talkdesk is not complicated to use and very easy to learn.,Talkdesk needs to focus on marketing their product so that more companies will be aware it.
Talkdesk needs to continually make improvements so that it can catch up with more established call center software.
Talkdesk needs to add more features to it product to make it a more complete package.,10,Talkdesk allows for Happy Money to service our existing loan members with their requests and queries.
Talkdesk allows out verification team to process the loan applications faster.
Talkdesk allows the managers to pull recordings and provide feedback to associates.,Avaya,AvayaChristopher MonsodAn awesome way to manage calls without any expensive phone hardware2019-07-12T22:30:40.592ZWe use talk desk for our Sales/CSM to manage inbound calls. Being able to manage the high volume of calls and voicemails we get in a simple way has been great for our teams. It has been a vast improvement in responding to the needs of our prospects and customers.,Managing voicemails
International dialing
Contact management,No mobile app
Not sure what integrations are available
Make it easier to block callers,10,Creating support tickets from recorded voicemails.
Managing a high number of calls outside of normal business hours.
It's been a great ROI for us.Jacob Bright
Unspecified
Talkdesk
154 Ratings
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