Talkdesk Reviews

Pros

ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app

Cons

sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page

Pros

This software is incredibly easy to use. Agents learn to use this tool in a matter of moments. Additionally, the Studio for IVR allows incredible flexibility in our IVR. This has made it easier for client to get to the correct team and helped to improve their overall satisfaction.

Cons

The Reports. Talkdesk recently launched Explore which houses all the reports in one location but it is still really hard to know which report to run. Once you find your desired report, you need to pull it out to excel or google sheets to manipulate the data and build any kind of visual.

However, most of the data you want can be found in these reports.

Alternatives Considered

8x8 X Series

Reasons for Choosing Talkdesk

We needed more features at the right price

Switched From

8x8 X Series

Reasons for Switching to Talkdesk

Talkdesk had all the needed features (IVR, Recording, Monitoring call, real time report) and was the right price.

Pros

Talkdesk is easy to use and navigate especially at taking calls and easy for administrators.

Cons

Talkdesk, at times, does not equally distribute calls to agents.

Pros

It all sounds amazing, when you get it. But when you try and use AutoDialer. That doesn't work for nothing.

Cons

Price is WAY over value. For a small business, this is NOT a good option! Call Quality is horrible! They tell you to fix it one way, and it gets way worse! It was my decision to get this, and was a really bad mistake!

Alternatives Considered

Dialpad, Vonage Contact Center and Vonage Business Communications

Reasons for Switching to Talkdesk

I thought it has better features, but it sure doesn't work well! Im not happy with it at all!

Pros

As an Admin of this software, I really like the management system of Agents being added to the system. It's easy to manage them and the fields used are easy to understand. The search feature is really good making us Admins do our task to update a certain account easily.

Cons

What I don't like here only is the telephony system integrated on the tool itself. Sometimes, it causes an issue due but this due to a browser update. Good thing that they have an App that we can install to avoid these issues.

Pros

The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Cons

I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature

Pros

it was easy to implement and customize with the product

Cons

The way it interprets data. You really have to dig and email the representative to get some of the metrics needed or interpret some. It shouldn't be that hard to get some metrics pulled up.

Pros

Have automatic option to call patient back when miss a call

Cons

There's nothing I don't like bout this software

Pros

ease of use- easy set up and if there are ever issues they are very responsive and fix them quick

Cons

not much- it truly is a great product I can't think of anything I would change

Pros

The standard of call center management is really great with Talkdesk, I enjoy using it to communicate with ours customer.

Cons

Does not offer a lot of services as we would like. I think improvment can be made.

Alternatives Considered

Dialpad

Switched From

Dialpad

Pros

Ease of use. This is a very easy to maintain product.
support responds within 24-48hrs.
Reporting features and integrations are fantastic.
It just works.

Cons

No ability to webpop automatically only clickable url's.
Cost can be high for Enterprise licensing.

Alternatives Considered

8x8 Contact Center

Reasons for Choosing Talkdesk

We were making the jump to the cloud. Reporting features were not very good in Shoretel.

Switched From

MiCloud Connect

Reasons for Switching to Talkdesk

Cost and reporting was better with talkdesk.

Pros

What I like most about this software is that IT WORKS!!! We have used two other systems in the past and both were iffy at best, often went down, and when they did it was always someone else to blame. Talkdesk has outstanding uptime, in fact I cannot think of a single outage in a year of using them. The cost is much less than we were paying, and their support is extraordinary!

Cons

The licensing can be a bit tricky to figure out as they have some seasonal ones you can add but sometimes that's confusing and doesn't happen quickly if you need to add them. But that is also planning on our part and giving them time.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Talkdesk

Cost and troubles using services

Switched From

Zendesk Suite

Reasons for Switching to Talkdesk

Price, service, support, overall value.

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.

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.

Pros

Live reporting screen is easily customisable so you can keep track of what is important to you. You can also pull lots of different reports for all your needs.

Cons

I would like to be able to see when an agent was set to which status without having to pull the data, rather than just what proportion of the hour they were set to each status. The individual graphs that show that an agent was set to (e.g.) available for 20 minutes during 9-10am are useful but I want to know WHEN they were available.

Pros

I would say the best thing is that it is really easy using the Callbar, reviewing calls, conference calls, transferring calls, etc. While working in Customer Service I used Talkdesk 8 hours a day and for that kind of job is very important to have a fast and easy way to reach out to the customers.

Being able to find previous calls in two clicks is the best thing ever. Yes, you have to put the number but that's about it. When you put the number it takes you to a site where you can check all the calls you made with that phone number, even years ago. I could've listened to a call that my colleagues made which help me perform better in my call.

Cons

So far, can't complain. There were times that the widget would not work but the web was always working as a backup plan.

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.

Pros

Talkdesk is very simple to use. I love we can see the time the call has been in queue, where its coming from, the longing is simple.

Cons

I feel it can use some improvement with integration with other software, to minimize delays.

Pros

I am using TalkDesk for a while now and I am super satisfied! The benefits are countless. You can track basically everything! Since I'm working with business partners I often have to pull up reports to check my performance and I am amazed how much information I can get. I love the reports because I can see how much I was on the phone, how long I had a meeting, when did I go on my lunch break, etc. Another thing that I like is that I can re-listen all the calls that I've made, and I can even check how were my metrics for the whole month!! In our company, we use a lot of tools and the best thing about Talkdesk is that is integrated with Salesforce. It's fast, accurate, consistent and super user-friendly!!!!

Cons

To be honest, until now I've never had issues using it. It's always reliable and the connection is great!!

Pros

Their product is easy to use, comprehensive and a game changer. And their employees make the company.

Cons

I wish they would add a ticket tracking system of their own with Talk, Email and Chat all in one rather than using integrations.

Pros

The reporting for Talkdesk has helped our center improve. Since implementing talkdesk we have less calls that are abandoned and less people waiting on hold.

Cons

There are times when the website goes down and it is hard to get support

Pros

I love using Talkdesk mostly because is fast and I never had an issue with it. We are constantly doing outbound calls and receive inbound calls. It's perfect for online ordering companies. The calls will never drop and it supports our offices on a daily basis. Talkdesk statuses help us stay organized and know what people are working on throughout the day. Transferring calls is made easy with the warm transfer option and it's very cool and fast. Also, records contact names and voice recordings. But one of the best things is that can be integrated with Salesforce.

Cons

From my personal experience, until now I've never faced an issue using the Talkdesk and that's why I don't have any least favorite features about this software. I honestly love it!!!!!!!!

Pros

Being able to have a cloud based system and being able to use Talkdesk wherever we want. Also, the ease of being able to pull reports, create phone lines, and setup voicemails/intros.

Cons

The on-boarding process was a complete nightmare. The gentleman that helped us setup the software fed us nothing but lies when we started. He told us the features we were looking for could happen but when we started and I asked support it wasn't a possibility. Those features were the only reason we decided to move forward with Talkdesk in the first place. Also, we started the porting process in July and still working on getting numbers ported over and it's now October. It's been an overall nightmare working with Talkdesk and all of the issues we have experienced. I would never recommend this to anyone. We weren't even aware it wasn't compatible with google voice either. This we had to learn after the fact and lost clients because of this oversight.

Pros

Talkdesk is super-easy to setup and use, from buying new phone numbers, to creating IVRs, configuring call routing, and answering the phone. Our clients love the queue callback feature. I like being able to make adjustments to the IVR quickly when we have a service outage with our product.

Cons

Their reporting suite has gotten better over the year, but we still need to export the data and manipulate in Excel to get the things we want done completed.

Pros

The ease of use, it is very easy to understand how Talkdesk works, which makes it easier when new members join the team

Cons

I don't have dislikes. I would suggest that they add an option where you can put the customer on hold and call another number using the same account.