Talkdesk

Talkdesk

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

4.6/5 (558 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
/
5 558 reviews
Excellent
363

Very good
167

Average
18

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
Logan B.

Talkdesk everything you want with a clean UI/UX - CCaaS

OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs.


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 is the best in Class

Really positive. Talkdesk does a great job at listening to their customer needs in order to make a better product. That are fast with changes that benefit a wide net of their clients.


Don A.

The Best, Near Perfection Integration

We have been using both SalesForce and TalkDesk for more than a year now for our company and it could have never been easier compared to what we were using before, I am really thankful that our team have discovered this platform. We started using SalesForce first for a few weeks but then TalkDesk happened and it has never been this easy for me and my team, Calls logged automatically, Cases auto populate with the correct and necessary details which results in fast and efficient customer response and information backtracking. We can never ask for a better service, The Talkdesk Live at our dashboard was super helpful for managing our Agents and for tracking our service level rates which is very important if you are working for a customer driven company/job. The only hiccup that we have experienced overall is SF connector not linking properly to the TalkDesk widget in which we figured was caused by Internet fluctuations whenever the connection speed gets lost/slow but with coordinating this with the Talkdesk Team and our IT department we were able to fix the issue and it barely happens anymore and when it does occur it can be easily fixed by reloading SF. Such an awesome service.


Oscar G.

There is no Better telephony software!


Logan B.
Industry: Insurance
Company size: 13-50 Employees

Talkdesk everything you want with a clean UI/UX - CCaaS

Used Daily for 2+ years
Reviewed on 14/08/2019
Review Source: Capterra

OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs.

Pros

The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike.

Cons

Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.

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: Financial Services
Company size: 51-200 Employees

Talkdesk is the best in Class

Used Daily for 2+ years
Reviewed on 30/09/2019
Review Source: Capterra

Really positive. Talkdesk does a great job at listening to their customer needs in order to make a better product. That are fast with changes that benefit a wide net of their clients.

Pros

We were looking for a CCAAS partner that would seamlessly integrate with Zendesk. We needed to have a full integration that allowed screen pops for agents to document tickets.

Cons

In order to capitalize on reporting, you really need to have a serious excel background but once you have the data where it needs to be, the reporting is very powerful.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Don A.
Industry: Consumer Services
Company size: 51-200 Employees

The Best, Near Perfection Integration

Used Daily for 1+ year
Reviewed on 28/02/2019
Review Source: Capterra

We have been using both SalesForce and TalkDesk for more than a year now for our company and it could have never been easier compared to what we were using before, I am really thankful that our team have discovered this platform. We started using SalesForce first for a few weeks but then TalkDesk happened and it has never been this easy for me and my team, Calls logged automatically, Cases auto populate with the correct and necessary details which results in fast and efficient customer response and information backtracking. We can never ask for a better service, The Talkdesk Live at our dashboard was super helpful for managing our Agents and for tracking our service level rates which is very important if you are working for a customer driven company/job. The only hiccup that we have experienced overall is SF connector not linking properly to the TalkDesk widget in which we figured was caused by Internet fluctuations whenever the connection speed gets lost/slow but with coordinating this with the Talkdesk Team and our IT department we were able to fix the issue and it barely happens anymore and when it does occur it can be easily fixed by reloading SF. Such an awesome service.

Pros

Integration is a breeze, My team and I never encountered any issues with the integration and the information of any of our call logs getting lost/missing

Cons

Callbar integration would sometimes disconnect fail, there are times where the information takes minutes to get transferred to Salesforce which is detrimental to fast customer interaction

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Oscar G.
Industry: Education Management
Company size: 501-1,000 Employees

There is no Better telephony software!

Used Daily for 2+ years
Reviewed on 25/11/2019
Review Source: Capterra

Pros

We use Talkdesk with our multiple salesforce instances. TD makes integration between the two systems, and management of the integration very easy. Click to Dial has become heavily relied on to provide relative metrics behind our outreach, I don't believe we could've come as far as we have without Talkdesk.

Cons

There are still some feature I would like to see enhanced in order for the tool to provide further insight. Reporting could use for enhancements to provide between usability. Secondly, I would to see improvements around the ability to distinguish between multiple records which may have the same name.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

User recommendation
8.9/10
Based on 558 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 558 user ratings
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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
Conferencing
Instant Messaging
Monitoring
Real Time Analytics
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4.5/5
Based on 558 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