About Talkdesk

Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) and skills-based routing, callers are routed to the agent who is most qualified to meet the needs based on customizable data. Talkdesk displays the caller's name, image, contact information, purchase history and contact history in the agent's browser in real-time so they can personalize their conversations. The system automates tasks so a new profile is created whenever a new contact calls. When a call is missed, Talkdesk sends an email containing call data, a voicemail recording and a transcription. Managers and agents are also able to make data-driven decisions with call monitoring, call recording, and real-time and historical reporting. The system integrates with several different programs including InfusionSoft, Salesforce, Desk.com, Zendesk and Shopify. Price is per rep per month. Support is offered via knowledge base, email and phone.
Talkdesk Software - Talkdesk historical reporting
Talkdesk Software - Talkdesk for Salesforce
Talkdesk Software - Talkdesk dashboard
Talkdesk Software - Talkdesk callbar
Talkdesk Software - Talkdesk service level reporting
Talkdesk Software - Talkdesk Call Record
Talkdesk video
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Talkdesk pricing

Talkdesk does not have a free version.

Starting Price:
Not provided by vendor
Pricing Details:
More information on pricing tiers can found at www.talkdesk.com/pricing
Free Version:
No
Free trial:
N/A

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Talkdesk Reviews

Feature rating

Value for Money
4.5
Functionality
4.4
Ease of Use
4.7
Customer Support
4.6
5 reviews of 680 View all reviews
Mariam K.
  • Industry: Consumer Services
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 6/05/2022

Good for monitoring and quality checking

It is good for UX side. It helps several KPIs to resolve.

Pros

You can track calls in live and after. It is user-friendly. Easy to use.

Cons

It would be better if it had more easier ways to solve some issues, but overall ticket resolving is good and fast. Sometimes it has issues that we could not make cakls but it is resolved soon after reporting.

Tyler F.
  • Industry: Internet
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 5/05/2020

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.

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.

Alternatives Considered

Grasshopper, RingCentral MVP and OpenPhone

Reasons for Choosing Talkdesk

Grasshopper was not connecting all calls, meaning a customer would call us and leave a message, yet none of our agents were never rang or notified. We haven't had this problem much with Talkdesk (though, not never).

Switched From

Grasshopper

Reasons for Switching to Talkdesk

Balance between cost and feature set
Verified Reviewer
  • Industry: Consumer Services
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 8/06/2022

Compelling Platform

Overall I'm happy with talkdesk, call quality is great, recordings are high quality and has no issues during playback. Administrator features are well designed. The only issue I have kind of frequently is searching for calls but I got used to it, so overall I'm pretty satisfied with Talkdesk.

Pros

From user perspective, it's simple yet effective tool. Quality is great and all the calls are stored. Recording's never have any issues and the call quality is pretty good. From an administrator perspective, creating dashboards is a great feature to get an overall view. Coaching is also an amazing tool, allowing you to guide the agent through difficult cases.

Cons

Lack of search function for the calls is one of the biggest pain points. You need to go through all the chats and find the one you are looking for, Instead of just having a search bar that would allow you to search calls to specific number. Other thing could be the issue with some providers, causing trouble to make calls,

Tyson B.
  • Industry: Marketing & Advertising
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

3
Reviewed on 24/08/2020

Sleek Product for Small Start-Ups

Pros

Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.

Cons

One of my biggest obstacles with TalkDesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!

Alternatives Considered

8x8 X Series

Switched From

8x8 X Series
Robert N.
  • Industry: Consumer Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 14/08/2019

Why we chose Talkdesk

Overall, it has been a positive and pleasant experience. They are always responsive, always open to feedback and will go the extra mile to assist with special requests.

Pros

Ease of setup, the support provided, constant updates and integrations with other software and services. Constant updates from their development team on new features and services.

Cons

Could use some additional features such as multiple dashboards to monitor multiple centers/ring groups

Alternatives Considered

8x8 X Series

Reasons for Choosing Talkdesk

Better performance, better features

Switched From

8x8 X Series

Reasons for Switching to Talkdesk

Features, service package and features in development

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