Talkdesk

Talkdesk

The world's leading cloud-based contact center software.

4.6/5 (563 reviews)

Talkdesk Overview

What is Talkdesk?

Talkdesk is the world's leading browser-based contact center solution that helps businesses around the world build stronger customer relationships. Trusted by Box, Shopify and thousands of other leading customer-centric companies, Talkdesk empowers agents with a 360-degree view of a customer.

The Talkdesk solution allow companies to:
- Have more personalized conversations with customers and prospects
- Improve team productivity and efficiency
- Make data-driven decisions to improve business KPIs

Talkdesk offers seamless integrations with business tools such as Salesforce, Zendesk, Slack, Desk.com and 20+ other leading applications. With hundreds of customizable features including automated workflows, live reporting and skills-based routing, Talkdesk is the ideal contact center solution for businesses of all sizes.

Talkdesk Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

More information on pricing tiers can found at www.talkdesk.com/pricing


Talkdesk Features

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, Europe and 5 others, Germany, India, Latin America, Mexico, Middle-East and Africa
Supported Languages
English, French, German, Italian, Portuguese, Russian, Spanish

Screenshots

Talkdesk screenshot: Talkdesk Customer Activity Feed
Talkdesk screenshot: Talkdesk Customer Activity Feed Talkdesk screenshot: Talkdesk Historical Reporting Dashboard Talkdesk screenshot: Talkdesk Live Reporting Dashboard Talkdesk screenshot: Talkdesk for Salesforce Talkdesk screenshot: Talkdesk for Zendesk Talkdesk screenshot: Talkdesk Callbar

Talkdesk Reviews

Talkdesk Reviews

Overall rating
4.6
/
5 563 reviews
Excellent
365

Very good
168

Average
20

Poor
4

Terrible
6

Value for Money
4.5
Features
4.5
Ease of Use
4.7
Customer Support
4.6
95% recommended this app
Vladimir P.

User-friendly and easy to use

It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.


Valdrin T.

Easy to set up and feature full contact center

Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.


Verified Reviewer

Talkdesk with Weave

We use it for all of our inbound calls for our company and rely on them heavily


Nicole J.

More than your Average Dialer

My experience was overall positive. There were some points that I was completely upset with the program, but that was only because I really needed to power through some dialing lists and TalkDesk was slowing down my momentum. (Which again, I know they are fixing )


Verified Reviewer

Worst experience we had

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.


Vladimir P.
Industry: Financial Services
Company size: 201-500 Employees

User-friendly and easy to use

Used Daily for 2+ years
Reviewed on 12/03/2019
Review Source: Capterra

It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.

Pros

The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.

Cons

Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Valdrin T.
Industry: Restaurants
Company size: 501-1,000 Employees

Easy to set up and feature full contact center

Used Daily for 2+ years
Reviewed on 19/03/2019
Review Source: Capterra

Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Pros

The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves.

Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Cons

The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience.

The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Verified Reviewer
Industry: Computer Software
Company size: 501-1,000 Employees

Talkdesk with Weave

Used Daily for 6-12 months
Reviewed on 9/02/2020
Review Source: Capterra

We use it for all of our inbound calls for our company and rely on them heavily

Pros

We use Talkdesk for all of our Customer Support calls for Weave. We are able to log notes and dispositions to help us categorize and follow-up on all of our calls.

Cons

Sometimes the Talkdesk caller gives an error of fetching data and won't allow you take any inbound calls. You have to reload the software each time but that seems to solve the error.

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

Nicole J.
Industry: Hospitality
Company size: 2-10 Employees

More than your Average Dialer

Used Daily for 1+ year
Reviewed on 11/12/2019
Review Source: Capterra

My experience was overall positive. There were some points that I was completely upset with the program, but that was only because I really needed to power through some dialing lists and TalkDesk was slowing down my momentum. (Which again, I know they are fixing )

Pros

Talkdesk has a vast number of pros than meets the eye. I originally started using talk desk simply because I needed a dialer that would hook up to my Salesforce. There were a few other options I was weighing but Talkdesk had the most features. It's great for people who are rapid dialers because you can load playbooks, and just smile and dial. It's also awesome for mail-merges if you need to send out a quick email to a select group of your pipeline.

If you are not fond of organizing your leads through SalesForce, you do have the option of working solely out of TalkDesk; you can create tasks to call, events, and add notes that will automatically populate into your salesforce.

They are a newer company that is always willing to hop on a call to troubleshoot and are open to feedback.

Cons

Not all dialers come issue free. My major qualm with using TalkDesk was that it never allowed you to work out of an account, and only contacts. This made it difficult for me to track who I was dialing if I was solely working out of Talkdesk.
The other issue (Which I know they are fixing) is how the screen pops up when you are using Talkdesk as a click-to-dial feature in Salesforce. I hate having to click more than I need to just to make a call, and it burdened me when I was trying to power down my list.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Internet
Company size: 13-50 Employees

Worst experience we had

Reviewed on 6/11/2015
Review Source: GetApp

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Pros

Nice app, nice design, easy to use, good quality of sound.

Cons

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Response from Talkdesk

We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.

Rating breakdown

Value for Money
Ease of Use
Customer Support

User recommendation
8.9/10
Based on 563 user ratings
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Talkdesk Pricing

Talkdesk Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

More information on pricing tiers can found at www.talkdesk.com/pricing

More information on pricing tiers can found at www.talkdesk.com/pricing

Value for Money
4.5/5
Based on 563 user ratings
Compare value for money rating with alternatives
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Talkdesk Features

Talkdesk Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Transfer
Caller ID
Chat
Communication Management
Conferencing
Instant Messaging
Monitoring
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4.5/5
Based on 563 user ratings
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Categories

Additional information for Talkdesk

Additional information for Talkdesk

Key features of Talkdesk

  • Automatic call distribution
  • Customizable call queues
  • Customizable outbound caller ID
  • Desktop and email notifications
  • Interactive voice response
  • Omnichannel customer service
  • One click integrations with Salesforce, Pipedrive, Zoho
  • Outbound dialer
  • Performance management
  • Quality management
  • Workforce management

Benefits

Boost agent efficiency - Leverage 25+ out-of-the-box integrations with top business tools to help you streamline the call process and consolidate customer information.

Make data-driven decisions - Talkdesk’s historical and real-time reporting allows teams to easily identify trends in key metrics and detect performance inconsistencies before they become widespread.

Deploy with lightning speed - Set up your contact center in days, not weeks, and ensure agents can ramp up quickly with Talkdesk's sleek and intuitive interface.

GetApp Analysis

GetApp Analysis

Talkdesk is a browser-based call center software with out-of-the box functionality that helps businesses improve their customers’ experiences while reducing operational costs. Talkdesk readily integrates with third-party business tools like Salesforce, Zendesk, Shopify, Magento, and Bigcommerce for a more seamless information flow between applications and can be set up for use in as little as five minutes.

Unlike traditional call centers requiring costly upfront investments and long setup times, with Talkdesk, all that’s needed is a computer and a working Internet connection – no phones, hardware, coding, downloads, or long-term contracts to fret about. Some of the app’s core features include enhanced caller ID, built-in integration with commonly-used business tools, call monitoring, real-time and historical reporting, and automated tasks.

Talkdesk empowers your agents through complete customer histories enabled by integrations with business tools for CRM, ecommerce, help desk, and others.

What is Talkdesk?

Talkdesk is an enterprise-grade call center software that carries all the necessary tools to integrate an entire call center operation in a single system: Interactive Voice Response (IVR), Automatic Call Distributor (ACD), call recording, voicemail, call queues, international numbers, advanced routing, call monitoring, comprehensive reporting, personalized messages, and so on.

With just one click, Talkdesk integrates with business tools such as Zendesk, Salesforce, Desk.com, and Olark to show comprehensive information about the caller as the phone rings, ensuring all customer interactions are personalized. In lieu of a mobile app, inbound calls can be forwarded to a mobile phone using their forward-to-phone feature. Additionally, when requested, Talkdesk can activate Session Initiation Protocol (SIP) for your account and generates the necessary agent credentials so phone calls can be made and received via mobile.

Talkdesk's IVR is highly flexible. Even greetings and messages can be customized to enhance the customer experience.

Talkdesk Main Features

Intelligent Routing and Enhanced Caller ID

With traditional call centers, when callers call customer service, they sometimes have to state their name, phone number, street address, and other personal information multiple times before they can start thoroughly explaining their concern (e.g. first to the IVR, then an agent, and then another agent if they were not routed properly). As you can imagine, this potentially exacerbates whatever frustration the customer already has.

With Talkdesk, through tools like ACD, IVR, and skills-based routing, callers are automatically forwarded to the agent best qualified to address their needs. Talkdesk’s enhanced caller ID feature then shows the caller’s image, name, contact information, contact history, and purchase history in the agent’s browser as they are routed the call. This significantly reduces the caller’s waiting time and ensures they’re afforded the personalized customer experience they expect and deserve.

With Talkdesk's enhanced caller ID, agents are shown the caller's information in their browsers in real time, allowing them to completely skip the information-gathering phase of a traditional customer support call.

Business Tools Integration

The modern business utilizes various software tools to power their day-to-day business operations, tools ranging from CRM software, financial solutions, HR and applicant tracking tools, systems for time tracking, marketing automation, and so on. APIs and app integration tie all these systems together, so the flow of information is smooth and harmonious, and users need not switch from one application to another to get things done.

Talkdesk recognizes this growing business need and is equipped with an API to facilitate data sending from and to third-party applications. Aside from that, Talkdesk has built-in integrations with commonly used business apps like Zendesk, Salesforce, Desk.com, Freshdesk, Bigcommerce, Contactually, Google Contacts, Help Scout, Highrise CRM, Infusionsoft, LiveChat, Magento, Nimble, Olark, OnePageCRM, Pipedrive, RelateIQ, and more.

Talkdesk has built-in integrations with a number of commonly used business apps, which can be activated with just a few clicks, for a quicker and more seamless information flow between otherwise dissonant tools.

Call Monitoring

When monitoring calls, you don’t just aim to detect problems but to identify and recognize the positive messages as well. With Talkdesk, managers can listen to live, ongoing calls straight from their browsers so they can monitor, measure, and improve the performance of their agents and teams.

Call recordings can also be reviewed at a later time to make sure your agents strictly adhere to your company’s call quality guidelines.

Live calls can be monitored for quality and recordings can be assessed to identify a call's weak and strong points.

Real-Time and Historical Reporting

With Talkdesk’s historical and real-time reporting, call monitoring, and call recording, agents and managers are afforded the ability to make data-driven decisions. Customizable historical reports and charts can be used to identify trends, A/B test scripts, gather business intelligence, pinpoint inefficiencies, and craft more effective training methodologies.

Real-time reports, on the other hand, can be tapped to monitor individual, team, and enterprise performance, identify issues, empower agents, and ensure that service level agreements are strictly followed.

Talkdesk provides both historical and real-time reporting, and reports can be filtered to suit your current needs.

Automated Tasks

The integrations available in Talkdesk allow businesses to automate processes. Below are a few examples:

  • When a call finishes, the notes and disposition code, together with the call recording and metrics, are automatically populated into Zendesk or Desk.com.
  • When a voicemail is received, Salesforce automatically updates with the voicemail recording and transcription.
  • When a new contact calls, a new record is created in the integrated CRM tool.

Talkdesk's integration with several different apps lets users automate many different tasks that are usually time-consuming and error-prone when done manually.

Talkdesk Integrations

Aside from an available API, Talkdesk has ready-made integrations with CRM apps such as Salesforce, Highrise, Infusionsoft, RelateIQ, Nimble, and Pipedrive, ecommerce platforms such as Bigcommerce, Magento, and Shopify, help desk solutions such as Zendesk, Desk.com, Freshdesk, and Help Scout, live chat software like Olark, LiveChat, and Userlike, and more. New integrations are added every week.

Talkdesk Pricing

Talkdesk offers three pricing options: The Regular package at $29 per agent per month, if billed annually, supports basic call center functionality and can be used by up to five agents. The Pro account costs $49 per agent per month, also if billed annually, carries all Regular account features plus call barging, conference calling, and app integrations.

Enterprise, priced at $99 per month for an annual subscription, supports all Pro features and includes advanced functions like custom daily reporting, dedicated account manager, and phone support. Talkdesk also provides telephony (using Twilio) and charges a price per minute starting at $0.02 per minute for inbound calls and $0.03 per minute for outbound calls. Customers can also use BYOT (bring your own technology) if they prefer.

In addition to a free trial, a free live demo can also be requested.

Talkdesk Bottom Line

  • Highly customizable browser-based call center software to improve customer service at a fraction of the cost that traditional call center software solutions require
  • An entire call center software solution in the browser: IVR, skills-based routing, waiting queues, agent and team voicemail, personalized greetings, email notifications, forward-to-phone, and more
  • Can be set up in as little as five minutes
  • Has built-in one-click integrations with business tools like CRM, help desk, chat, and ecommerce apps for task automation
  • Integrates with a dial pad inside of Desk.com, Zendesk, and Salesforce so agents can easily make and receive calls from within the applications

Talkdesk FAQs

Talkdesk FAQs

Below are some frequently asked questions for Talkdesk.

Q. What type of pricing plans does Talkdesk offer?

Talkdesk offers the following pricing plans:

Pricing model: Subscription

Free Trial: Available

More information on pricing tiers can found at www.talkdesk.com/pricing

Q. What are the main features of Talkdesk?

Talkdesk offers the following features:

  • Automatic call distribution
  • Customizable call queues
  • Customizable outbound caller ID
  • Desktop and email notifications
  • Interactive voice response
  • Omnichannel customer service
  • One click integrations with Salesforce, Pipedrive, Zoho
  • Outbound dialer
  • Performance management
  • Quality management
  • Workforce management

Q. Who are the typical users of Talkdesk?

Talkdesk has the following typical customers:

Large Enterprises, Mid Size Business, Small Business

Q. What languages does Talkdesk support?

Talkdesk supports the following languages:

English, French, German, Italian, Portuguese, Russian, Spanish

Q. What type of pricing plans does Talkdesk offer?

Talkdesk has the following pricing plans:

Subscription

Q. Does Talkdesk support mobile devices?

Talkdesk supports the following devices:

iPhone

Q. What other apps does Talkdesk integrate with?

Talkdesk integrates with the following applications:

Freshdesk, Help Scout, LiveChat, Nimble, Olark, Pipedrive, Slack, Zendesk, Zoho CRM, injixo

Q. What level of support does Talkdesk offer?

Talkdesk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials