Pros and Cons
- Cloud based
- User friendly
- It provides well developed tools to monitor performance
- The ability to monitor agent performance is weak
- It isn't easy to locate specific calls for auditing purposes
Filter Ratings and Reviews
Showing 187 of 215 Talkdesk ratings and reviews.
Reviews (1-25 of 187)
February 17, 2020
Connecting and reporting seamlessly with Talkdesk
Pros and Cons
- Software was adaptable to our unique configurations.
- Data from calls and dispositions are easily accessible for reporting.
- Click to dial from CRM.
- Setting up call queues to roll over to other available teams.
- Adjusting dispositions for multiple teams, without adding to many to create confusion.
Pros and Cons
- Awesome product design.
- Reliable connection.
- Quick to act support.
- More instruction with installation.
Pros and Cons
- Mobile-friendly platform.
- Ease of use.
- Talkdesk is still a smaller player in the market and has room to grow.
- Integrate more with social media platforms.
Pros and Cons
- Talkdesk provides clear communication between the agent and the customer. It is easy to hear exactly what the customer is saying and vise vera.
- Talkdesk connects with Zendesk which helps in easily identify who is calling.
- Status updates make it easy to see where my coworkers are at; may that be on a call, finishing up a call or on a break.
- Rarely, calls are dropped. Typically, this issue occurs when the weather is acting up.
- Rarely, there is a lag on either the customer's end or the agent's end.
- Sometimes the time it takes for the call to connect to Zendesk takes a minute longer than I prefer.
November 24, 2019
Talkdesk is definitely what it promises, it won't let you down.
Pros and Cons
- Records call data.
- Keeps your telephone's contact numbers saved.
- It works well across other platforms like Salesforce.
- The way it looks on the platform.
- I would like to be able to work both ways (through the browser and the installed app in your laptop).
- More updates could help with some issues.
November 22, 2019
Talkdesk makes managing customer service agents simple!
Pros and Cons
- Allows you to monitor metrics that are important to your business.
- Provides customisable reports for easy and regular tracking.
- Great clarity on live ongoing calls.
- I would like to be able to see when an agent was set to which status without having to pull the data, rather than just what proportion of the hour they were set to each status. The individual graphs that show that an agent was set to (e.g.) available for 20 minutes during 9-10am are useful but I want to know WHEN they were available.
- Being able to search a phone number in TalkDesk to see when the last calls were made would be really useful.
- Would be useful if the live reporting screen displayed how long each agent had been set to each status, without having to expand the box and cover all the other metrics.
Pros and Cons
- Logging calls made.
- Keeping track of calls in the wait list and timing.
- And ease of creating reports.
- Finding specific calls in the future.
- Creating more complex reports.
- Auditing phone calls.
Pros and Cons
- Recordings of the calls
- Being able to warm transfer or blind transfer
- Sometimes there can be issues with the connection
- Sometimes you need to reboot but it's a simple fix
November 20, 2019
Great call quality and easy to deploy for System Admins
Pros and Cons
- Regular updates to the app
- Great sound quality
- Easy to deploy for System Administrators
- Updates are almost invisible to the users. Very short downtime when an update needs to be installed
- Occaisonally issues with mic quality even though I can hear the other user just fine. Hang up and redial tends to fix the issue. Unsure if the bad connection is on Talkdesk or the customer's connection.
Pros and Cons
- It makes dialing a fast process.
- It makes it easy to listen back to calls to learn and improve our sales methods.
- It makes it easy to help new employees with their calls.
- There is sometimes a lag when switching between web and widget mode.
November 18, 2019
Accurate logging and offers great support
Pros and Cons
- Clear call recordings.
- Accurate logging.
- Great customer service.
- I can't think of anything.
- We've been happy with the product.
Pros and Cons
- Organized.
- Simple to use.
- User friendly.
- Glitches.
- Customer service could be better.
- Lacking options.
Pros and Cons
- Organizes your stats/calls. These come in handy during review time and when you need to refer back to a call for quality assurance.
- Gives you the option between web mode and widget mode. User is able to decide which mode is more convenient for them.
- On your home screen it shows you the service level which helps to determine when to implement some changes for availability for incoming calls.
- When your status is set for "Available" and you switch to "Dial Out," after you end a call, it puts your status as "Available" again. This glitch has been going on for months.
- The disposition feature sometimes is unavailable which makes it hard to categorize the type of call you had.
- Sometimes the sound quality between widget mode and web mode can differ.
November 01, 2019
Talkdesk is a reliable application
Pros and Cons
- 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.
Pros and Cons
- The call logging is an excellent training tool and its easy to forward transcripts to other departments if need be.
- I really like that Talkdesk allows me to use my phone when I step away from my desk because it's connected to the internet and not an actual phone line.
- Talkdesk is incredibly easy to use and very straightforward. I was able to start using Talkdesk right away and haven't run into any issues since.
- Sometimes there are connectivity issues and when the internet is down, Talkdesk is too, which halts our business operations.
- Rarely, but sometimes we have audio issues, but that's to be expected from time to time with all audio services.
October 21, 2019
Simple Service for Everyone
Pros and Cons
- Easy and accurate statistic tracking which points to how we can make improvements.
- Easy button functions for the point and clickers on the call bar.
- It does well at keeping real time service level to let us know how to achieve a better level or how to shift our customer reps.
- There are a lot of updates, I see one at least once every couple weeks. I get the importance of them to improve the service but they can be a little annoying.
- It'd be a little bit easier to transfer calls. Every time I need to re route my call, I always feel nervous that I'm going to disconnect from the calling party. Also transferring calls blind to say (A supervisor) Isn't always reliable as when I blind transfer, sometimes the supervisor doesn't get the call and it leaves me to rush into After call work because it puts me right back into available, which is a problem because I still have to note my case with the last person I talked to.
- Maybe have an option where you can take out statuses that a customer rep should never have the option to be in.
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
September 08, 2019
TalkDesk: it's so easy, my grandmother can use it!
Pros and Cons
- Interface is very easy.
- Answering phone calls.
- Gathering reports.
- It would be easier to transfer calls outside of the practice.
- N/A
- N/A
September 02, 2019
A solid, dependable workhorse for call centers
Pros and Cons
- Clean, simple layout.
- Reliability - Rarely crashes, even under heavy use.
- Compatibility with other software.
- Occasionally missed ticket population.
Pros and Cons
- 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
August 28, 2019
Why you should check out Talkdesk
Pros and Cons
- 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
Pros and Cons
- 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.
August 15, 2019
Talkdesk: a CCaas that just works
Pros and Cons
- 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.
Pros and Cons
- 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.
Talkdesk Scorecard Summary
Feature Scorecard Summary
About Talkdesk
Talkdesk Integrations
Zendesk, Slack, Olark, Contactually, by Compass, Nimble, Shopify, Freshdesk, Front, Help Scout, Kustomer, Intercom, Pipedrive, OnePageCRM, Salesforce, Google, Infusionsoft, Zoho, Big Commerce
Talkdesk Competitors
Talkdesk Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| FAQ/Knowledgebase | ||
| Video Tutorials / Webinar |
Talkdesk Technical Details
| Operating Systems: | Unspecified |
|---|---|
| Mobile Application: | No |