Talkdesk

Talkdesk

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

4.6/5 (570 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

Cost

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
Excellent
370

Very good
169

Average
21

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
Cortney K.

TalkDesk is above the rest! - Cortney K

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.


Tyler F.

Powerful phone system, though focus shifting away from startups

We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.


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.


Kenley B.

This is how you communicate with your customers fast and effectively!

Manual calls are now the thing of the past. I can simply hit a link for the customer and talkdesk does the rest. It provides a new age alternative to the contact center world.


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.


Cortney K.
Industry: Real Estate
Company size: 201-500 Employees

TalkDesk is above the rest! - Cortney K

Used Daily for 1+ year
Reviewed on 18/11/2019
Review Source: Capterra

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Pros

The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Cons

Sometimes the audio is best when connected via ethernet cable.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Tyler F.
Industry: Internet
Company size: 2-10 Employees

Powerful phone system, though focus shifting away from startups

Used Daily for 2+ years
Reviewed on 05/05/2020
Review Source: Capterra

We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.

Pros

Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.

Cons

For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

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

Worst experience we had

Reviewed on 06/11/2015
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

Kenley B.
Industry: Real Estate
Company size: 13-50 Employees

This is how you communicate with your customers fast and effectively!

Used Daily for 6-12 months
Reviewed on 19/05/2020
Review Source: Capterra

Manual calls are now the thing of the past. I can simply hit a link for the customer and talkdesk does the rest. It provides a new age alternative to the contact center world.

Pros

The ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce.

I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. - Kenley B

Cons

There is no texting feature. Most customers love to text or take a call these days. I think talkdesk could do wonderful if they incorporated a texting feature to their platform. I also would like for a whisper effect on the reporting feature.

The ability to say something to my representative while they are on a call, and customers cant hear what I'm saying would be amazing. This way I can coach them on what to say without distracting them from the call. - Kenley B

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

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

User recommendation
8.9/10
Based on 570 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 570 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 Routing
Call Transfer
Caller ID
Chat
Communication Management
Conferencing
Contact Management
Instant Messaging
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4.5/5
Based on 570 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, iPad

Q. What other apps does Talkdesk integrate with?

Talkdesk integrates with the following applications:

Freshdesk, Help Scout, LiveChat, Nimble, Olark, Pipedrive, PlayVox, Slack, Zendesk, 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