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.JPEGTalkDesk: it's so easy, my grandmother can use it!TalkDesk 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.,,10,9A solid, dependable workhorse for call centersI 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.,10,10People Manager: TalkdeskThis 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.,8,5Why you should check out TalkdeskIt 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,Great Phone Solution!Talkdesk 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 ProTalkdesk: a CCaas that just worksTalkdesk 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,ZipwhipTalkdesk is very easy to use and lets you provide customer support on the go!Our 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 CloudUsability and Agility are the cornerstones.Talkdesk 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 IdentityA perfect software to use in outbound campaignsWe 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 BusinessUser-friendly!Talkdesk is mostly only used by the customer service department. Since we contact customers outside of North America, it is easier to do so with Talldesk and for the customers as well. We get to track statistics as well as people's progress which is truly helpful during meetings.,Very easy to use. The support that we receive is quick and always efficient. It allows us to do many different functions.,I do not have any complaints at the moment. As a user, Talldesk is great. Perhaps an administrator may have a different response than me.,10,Helps us increase our satisfaction level.,10,10,Would recommend TalkDesk to any sales or CS orgIt is used by all departments. I work in sales and I know it is beneficial to our entire department. We have a high volume of inbound and outbound calls, also transfers. The ease of use is great and rarely gives us any issues. Would recommend it to anyone looking for a VOIP.,Easily records and archives all phone calls. Allows for warm or cold transfers. Click-to-dial functionality is convenient for a high volume of calls.,Rare and random bugs which log you out. Sometimes you have to reset the computer in order to get a dial tone. Ability to look at call history from a widget.,9,N/A because I don't know how much the service costs, I am just a user. N/A because I don't know how much the service costs, I am just a user.,10,10,Guru, FrontGreat product: agents are happy and data for analytics is great!Talkdesk is used by our Sales and Customer Experience team as we deal with an older demographic and it is imperative that our team communicates with our customers. Some of the best features Talkdesk has to offer are the call recordings we use for training and the data it collects for analysis. We look forward to continuing to use Talkdesk.,Call recordings Dial out Reporting,Salesforce integrations Additional data collection Ensuring the highest call quality: no feedback, static, etc.,9,Training helps our Sales and CX team get better. Analysis helps our corporate team give the sales team direction like how fast to call and when to call.,10,5,,WordPress, LastPass for Business, VWOEasy to useIn the B2B department, we use it to make outgoing calls to the students in our online school.,Very easy to use. Once you download the call bar, you just have 3 options which make it very simple if you're in a rush. Complete reports through the website.,Syncing with other programs. For now, you really need a high-speed connection and wifi doesn't work very good if you're on a call for a long time and a lot of people are on at the same time.,8,With the call bar synced with Salesforce, it's a one-click call. If the country code prefix is not written properly or sync doesn't work, the one-click call doesn't work.,8,8,Five9 Predictive Dialer,Microsoft 365 BusinessGreat product!Talkdesk is Great! We use it for answering all calls we receive (about 1800 a day). It records them for us so we are able to go back and listen/grade the calls and representatives on how they did. I recommend Talkdesk to anyone in customer service!,Allows us to redact calls when we receive sensitive information. Call recordings are always clear and easy to get to/listen to. Their reporting system we use to keep track of call volume and service level is great and easy to read and understand.,On the reporting page, I wish the people who take calls for us would show up on one page as a list instead of having to toggle through several to get to who I need to see.,9,Less system crashes than previous phone so it makes the process of taking calls go smoother.,10,10,A cloud telephone solution that just worksTalkdesk is being used to run the entire support organization across our company. We have totally eliminated our need to have physical infra/phones and other hardware setups which are required when it comes to setting up phones for a contact centre. It works like a charm and we have hardly seen any downtime. The reporting section is good which allows our MIS team to run utilization and occupancy reports for each team member.,Integrates with SFDC creating a case when a customer calls in. Keeps a repository of call recordings for audit purposes. Transfer of calls from one user to another in the team.,Reporting UI can be a bit better. Sometimes searching for a particular call is tricky and not so very easy.,9,TalkDesk has helped us to reduce our call abandon rate.,9,9Talkdesk! We like it.We use Talkdesk for our support team to answer calls in a queue format and for our individual team members to make calls both domestically and internationally. Additionally one of the big reasons we went to an online phone was to literally throw away our old phones and do everything online.,The queue format is great - it shows us up to the minute stats on who is waiting to be picked up We use it internationally which has been a game changer - both for the ease of calling internationally and having our international support team be able to seamlessly talk to customers.,I often have to re-start my browser to be able to be heard. We do have some dropped calls and I imagine it's due to our wifi but it's frustrating for our support team nonetheless.,8,We were able to sell our physical phones which was great We had to hard-wire some computers to the internet to make it work successfully,gmail and Slack,Slack, Google Analytics,70,5,Support Queue is the #1 Outbound calls for other staff members Remote work for our support team.,We are definitely able to scale our phone support - and we can do things like turn the phones off during a team meeting with a custom message that we'll be back which is nice, it's always hard for the whole support team to get together!,I don't think we use it on cell phones yet but I bet that would be cool!,10,Yes,Price Product Features Product Usability Positive Sales Experience with the Vendor Analyst Reports,I definitely don't remember going to a ton of options - but I do like where we ended up!,Implemented in-house,Yes,It was a little confusing to set up voicemails,7,No,9,Setting up the account was very successful!,The queue looks great!,Setting up individual phone numbers and voicemails,Yes, but I don't use it,8
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Talkdesk
145 Ratings
Score 8.4 out of 101
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Talkdesk Reviews

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Talkdesk
145 Ratings
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Score 8.4 out of 101

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TrustRadius Top Rated for 2019
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Robert Nunez profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

9
The Talkdesk support and technical team are always available and ready to respond to an issue you may have. Their twitter and status page is always updated with their status and any issues they may be experiencing. Their team is quick to respond via email and over the phone, they follow up and keep you updated with regards to any issue reported.
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Kyler D profile photo
August 15, 2019

Great Phone Solution!

Score 7 out of 10
Vetted Review
Verified User
Review Source

Support

1
I really didn't ever contact support for Talkdesk. I'm not able to speak to the benefits provided in this manner! As an administrator, I was told often that there were things or changes that could not be made and that's the reason I don't have much information to add here.
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Thiago Leal profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

9
We usually had a fast and good response from support, although some solutions weren't the best one for them. For example, we asked to change the dial tone once, which was really annoying, and we had to exchange a lot of emails to get to an agreement, and their solution, which did actually work for us, was to just lower down the volume of the dial tone without changing it.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

10
I am just a user so I do not know how their customer support is. I suggest changes or request assistance from my IT department here and they forward that to TalkDesk if needed. I would imagine they are nice people because they made a really cool tool lol, thanks, guys!
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No photo available
August 23, 2019

Easy to use

Score 8 out of 10
Vetted Review
Verified User
Review Source

Support

8
Unfortunately, my superior managers take care of contacting the support team, so I cannot evaluate this part 100%. But what I saw is that, as a user, every time we report an issue, it is fixed quickly and efficiently.
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No photo available
August 15, 2019

Great product!

Score 9 out of 10
Vetted Review
Verified User
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Support

10
They are quick in letting us know when there is an issue with the system and to expect problems, then they are quick to fix the problem so we only experience issues for a short period.
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Feature Scorecard Summary

Agent dashboard (113)
8.5
Validate callers (96)
8.4
Outbound response (99)
9.0
Call forwarding (96)
8.7
Click-to-call (CTC) (92)
8.4
Warm transfer (106)
8.5
Predictive dialing (54)
7.7
Interactive voice response (71)
8.3
REST APIs (67)
8.2
Call scripts (50)
8.2
Call tracking (100)
8.5
Multichannel integration (76)
8.4
CRM software integration (102)
8.0
Inbound call routing (99)
8.6
Omnichannel inbound routing (69)
9.0
Recording (112)
9.1
Quality management (104)
8.5
Call analytics (102)
8.2
Historical reporting (105)
8.7
Live reporting (99)
8.6
Customer surveys (54)
7.7
Customer interaction analytics (62)
7.9

About 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 Features

Contact Center Software Features
Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting
Workforce Optimization (WFO) Features
Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics
Omnichannel support Features
Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications
Predictive Analytics Features
Has featureIntelligent call routing
Has featureChatbots
Has featureAI assistance for live agents

Talkdesk Integrations

Zendesk, Slack, Olark, Contactually, Nimble, Shopify, Freshdesk, Front, Help Scout, Kustomer, Intercom, Pipedrive, OnePageCRM, Salesforce, Google, Infusionsoft, Zoho, Big Commerce

Talkdesk Competitors

Talkdesk Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
FAQ/Knowledgebase
Video Tutorials / Webinar

Talkdesk Technical Details

Operating Systems: Unspecified
Mobile Application:No