The world's leading cloud-based contact center software.
4.3/5 (75 reviews)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.
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.
Pros
We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.
Cons
We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.
There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult.
Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble.
As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.
Pros
1. A wide array of out of the box integrations with other widely used platforms
2. Great customer success management
3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
4. Lots of opportunities to share feedback and participate in new beta offerings
5. Good value for the price per seat
6. Effective as a cross-company phone solution, both for call center and non call center staff
Cons
1. An API to an API. Because Talkdesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities.
2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.
Pros
Very customizable. You're able to set up the tool to integrate with your other Support platforms very easily. Talkdesk call bar on the computer is also effective (i.e. it's easy for agents to know when a call is coming to them, when they've missed a call, etc.). You an set up almost any requirements that you want for how long to ring, how long to be on hold, etc.
Cons
Reporting isn't as strong as it should be. Talkdesk is gathering huge amounts of data about customers, call patterns, etc. I would love to see more predictive suggestions. For example, "This time last year you had a higher than normal call volume. We suggest you have more agents on standby." We have to export the data to Excel to analyze.
There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult.
Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble.
As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.
Pros
1. A wide array of out of the box integrations with other widely used platforms
2. Great customer success management
3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
4. Lots of opportunities to share feedback and participate in new beta offerings
5. Good value for the price per seat
6. Effective as a cross-company phone solution, both for call center and non call center staff.
Cons
1. An API to an API. Because TalkDesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities.
2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.
Pros
It is hard to find any positives about this platform. I mean, if I had to find a positive, it would be that it will make phone calls from time to time.
Cons
The big picture here is that this platform drops calls consistently. I don't trust it and have started using Google Voice (which isn't a good platform either). That should explain how bad Zoom really is.
When you receive a voicemail, you have to wait for up to 10 minutes before you can even listen to it You receive a notification via email immediately, which doesn't help because you can't even listen to the flipping message! I end up calling the customer back and having them re-explain the same thing they said in the voicemail because I couldn't listen to it. Also, their softphone is a joke.
Keep shopping, my friends.
We switched over to Talkdesk from a standard Voip provider and I couldn't be happier. We're a smaller company with several needs and we've been able to meet them all with Talkdesk. We searched a long time for a solution that would integrate with our systems and give us the freedom to customize greetings at the drop of a hat and to also give us comprehensive and easy to read reporting. I'm so glad we found Talkdesk.
Pros
It's easy to integrate into our ticketing system. Live calls and queues are easy to see so that we can modify available agents. Modifications to available agents, greetings, voicemails, extension routing as well as the way the systems are integrated are so simple and quick. Prompt and excellent customer service.
Our account manager is amazing as well.
Cons
Like with any software, there have been some glitches but they are corrected quickly.
The toolbar is really easy, you have it in a part of your screen and you can use it all the time, it's synchronized with salesforce so easy to just click on phones numbers
Pros
This software is really easy to use, there is two different part, the website where you can find all the reporting, infos about who is using, status of agent and of course the part to call. Had one issue and got a Talkdesk customer support who helped me in less than 15 minutes.
Cons
Some numbers may not be available at some times and it's not fixed really fast, the connectivity at some point is not the best also.
SmartCloud (www.smartcloud.ie) is an cloud services provider, we resell a portfolio of cloud based business solutions, primarily in the area of Google Apps and CRM.
Internally we have integrated Talkdesk with our Nimble CRM database. This integration with its click-to-dial functionality has dramatically increased call volumes from our outbound sales team. As call dispositions in TalkDesk (and recordings of the call itself) are automatically recorded as a note against the contact record in Nimble we have a complete record of who said what to whom and when - vital for getting a 360 degree view of the customer.
Integration of TalkDesk into the Nimble Gmail extension means that agents now have complete access to CRM information in their inbox plus the convenience of click-to-dial functionality in Gmail as well as in the CRM itself - a dramatic increase in convenience and productivity.
Pros
We have been working with TalkDesk since they appeared in Beta, well before the product was commercially available. I have always found the TalkDesk support team to be really proactive both in implementing improvements which we suggested (like the click-to-call functionality in the Nimble extension for Gmail) as well as resolving the inevitable minor issues you get when setting up any new system for the first time.
Cons
Very few cons to be honest. I would like to see a native mobile app, but other than that our experience has been very positive.
Pros
Talkdesk has a nice UI, very easy to use. It helps firms to personalize the conversation between their clients and prospects. Navigation through the software is simple. The sound quality is also great. The application has been very reliable especially in the beginning when we started encountering various odd bugs in the system. Their timely updates had helped us to fix a lot of issues. It makes digital calling very easy. As a call center, quality assurance is a big deal for us. It helps in making data-driven decisions and has helped in improving the productivity of our team. Using Talkdesk, we can easily track and record call that really helps us monitor the calls being made.
Cons
There have been downtimes which can be problematic for us. Hope they can do something to reduce or better stop it altogether. At times, the customer service isn't responsive.
Excellent! A great value for us.
Pros
It doesnt require any download or installs. Cloud based easy to use. We love the app connect experience to easily add new apps functions and features with just two clicks... seriously no IT support required.
Cons
Requires chrome browser or the download call bar. Doesnt work in IE if you are stuck using that.
Pros
It makes digital calling very easy and connects with my other customer service related systems for easy integration.
Cons
sometimes there are odd errors when trying to make a call, and sometimes calls won't come in even though my reps are available. This is rare though, and their customer support tends to be on the case quickly.
Pros
-No equipment necessary (other than computer and headphones)
-Great communication with our Product Manager, Tech Support
-Good knowledge base, training and tips online
-Once AppConnect releases, we will easily integrate WFM tools, etc.
-Constantly updating features
Cons
-Some back office features like call history, redial not yet available on the callbar (though in the pipeline)
-Wish for more granularity of permissions so various support teams could manage their own holiday hours, again these features are in the pipeline
-Wish for widget type mode for the Live View to create a wallboard type display for TV (in the pipeline)
Overall talkdesk is a good system for any call center making calls. It does what it needs to do with minor inconveniences. When something does go wrong it does not take too long to fix on Talkdesks end
Pros
Click to dial function makes it easy to call out. Talkdesk allows you to call out by any phone number. East to use.
Cons
Connections drop. Calls can be static. Talkdesk does go down here and there. Sometimes it freezes so you would need to reboot it.
Pros
SUPPORT! Your support team was able to help me with my issues quickly and with a professionalism that I feel is almost unmatched. A breath of fresh air in an era of nightmarish phone menus. The software is intuitive and the ease of data input is also a big win for our organization.
Cons
The lack of features is really something that makes me weigh my options when it comes to Base vs other CRM's. It has proven difficult to scale as our business increases. So while Base has proved to have limitations in our situation, had we remained small, it might not have been such an issue?
SmartCloud (www.smartcloud.ie) is an cloud services provider, we resell a portfolio of cloud based business solutions, primarily in the area of Google Apps and CRM. Internally we have integrated Talkdesk with our Nimble CRM database. This integration with its click-to-dial functionality has dramatically increased call volumes from our outbound sales team. As call dispositions in TalkDesk (and recordings of the call itself) are automatically recorded as a note against the contact record in Nimble we have a complete record of who said what to whom and when - vital for getting a 360 degree view of the customer. Integration of TalkDesk into the Nimble Gmail extension means that agents now have complete access to CRM information in their inbox plus the convenience of click-to-dial functionality in Gmail as well as in the CRM itself - a dramatic increase in convenience and productivity.
Pros: We have been working with TalkDesk since they appeared in Beta, well before the product was commercially available. I have always found the TalkDesk support team to be really proactive both in implementing improvements which we suggested (like the click-to-call functionality in the Nimble extension for Gmail) as well as resolving the inevitable minor issues you get when setting up any new system for the first time.
Cons: Very few cons to be honest. I would like to see a native mobile app, but other than that our experience has been very positive.
Pros
Talkdesk is easy to use and the features made calls every easy and managable for our smaller team. It also integrates with many of the CRM software we use so that ticket tracking is seamless.
Cons
Talkdesk crashes a lot. At least once or twice a day. It worked well when it works but there were are a lot of issues when we are having a very high call volume.
Talkdesk truly is a partner. They developed a .rpm package of call bar specifically for us to use in our linux environment. They also implemented a fix to call bar, disabling the auto audio adjustment in chrome.
Pros
Ease of use and implementation. Flexibility to work from anywhere. integrates with Salesforce.
Cons
There is no skills based prioritization at this time, but is coming down the road.
Pros
- Integrates easily with salesforce reports
-you are able to do click to dial
- any phone number in emails automatically will connect to Talkdesk if the software is open
Cons
The software glitches. I can not tell if its due to the volume of sales reps we have using it under one roof, or if its the talkdesk themselves.
the benefit is to have a software that improve your professional performance
Pros
its easy and fast to login moreover its very easy to integrate it in other software to improve quality work
Cons
can get slow if you dont manage well your computer, like cleaning cookies or updating well computer, but usualy its easy to solve
Our company was looking for an easy to manage phone solution as we look to scale our business. Our previous solution provided little flexibility for remote employees and hard to use data for measuring volume.
Talk Desk allowed us to deploy a valuable, long-term phone solution for our business in under month. We've been impressed with the ease of use and performance with Talk Desk.
Pros
Intuitive design makes navigation and setup extremely easy.
Real-time and historical data helps headcount forecasting.
Array of integration solutions with other support partners, such as Desk & Olark.
Cons
Initial Sales -
Despite the intuitive design, the implementation was made unnecessarily confusing by a lack of clarity around how to test the product. My initial sales rep was extremely vague about how to start using Talk Desk, so I contacted their Support channel, which gave me instructions for porting my existing public number. Once we waited 2 1/2 weeks for our number to be ported, we were only able to test for a day before they ended our trial and shut down our public number.
I would recommend Talk Desk work on the communication and visibility between their sales and support channels, so they don't run the risk of placing a public number offline, while a lead is exploring their product.
Very simple to use and when time is of the essence... Talkdesk is the solution
Pros
Talkdesk is great for tracking and recording phone calls to enhance quality assurance. It is also very simple to use!
Cons
Very rarely will you run into an outage. When you do, Talkdesk is quick to respond to resolve the issue.
This software works, but there are a couple of thing that really bother me about it.
Pros
I like that I am able to manage calls on my computer, and be able to use my nice headphones for my calls now instead of a phone headset.
Cons
One thing I really don't like about the product is there is no "re-dial" option, I have to add the number again and call once again, instead of looking through recent calls because it isn't there. This is the biggest complaint of mine.
Pros: Easy to use. Works well.
Cons: I was double billed (no problem, it happens) and submitted a ticket on April 7th. No one responded from billing after several attempts until April 26th. By that time I made up my mind that I needed to switch to someone else as it was about to happen again for my next monthly payment and I've had no response. They responded back 2.5 weeks later that they'll credit my account and not refund. So I have to leave $300+ in credits behind.
I did sign an agreement for recurring usage charges to secure a lower per minute rate when I signed up, but was assured by my salesperson over the phone that he would remove that and it would be based off usage falling below a certain level and auto-refilling (no recurring subscription). That never happened. It wasn't in writing, so I have no proof. This is their justification for not refunding.
In any regard, this has been a huge headache to make the switch for myself and my team.
I was spending $500/mo+ with them between subscription and usage. I also referred an account twice my size in the office next to mine as I work in a startup co-working space in downtown Austin. It's a shame they're having these growing pains.
If they up their customer service game, they could have something great.
Pros
What I like the most about TalkDesk is that is really easy to use for calling using Salesforce as database
Cons
As Sales Manager what I like the least is that the "live" control is not as fast as it should be but I'm sure it will be implemented soon
I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.
Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.
After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ 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.