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

We've had a pretty good experience with TalkDesk since we launched it a few years ago. We love the ease of configuration, the built in reports, the great user interface, and the modern design. We switched over from a legacy/long-time vendor that was reliable, but very difficult to customize or even to pull reports from.

Cons

TalkDesk should do a better job recommending hardware for agents. We had to go through 3 different headsets before settling on a good one. We also did have some complications during on-boarding but this was a few years ago so I'm sure they improved their process.

Alternatives Considered

NICE CXone

Reasons for Choosing Talkdesk

Very difficult to customize or even to pull reports from.

Switched From

NICE CXone

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.

Pros

Very intuitive dialler. This is the first VOIP dialler that I used working for a business. I have used other systems since and this one seems to be the most stable for doing it's core function - facilitating inbound/outbound calls. Cannot remember having any connection issues. It was simple to learn and easy to use.

Cons

I found the dialler to be a bit restrictive. We weren't able to integrate it with other systems as much as we would have liked to.

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

Talkdesk is a basic and simple phone software that is great for beginners, and includes a lot of basic reporting and analytics for someone who may be less experienced at pulling this information or tracking KPIs.

Cons

The callbar often glitches, and there is some missing basic functionality (you can't place a customer on hold and then make a transfer, there is a limit to the amount of external contacts you can have available in the callbar, etc.)

Pros

Talkdesk is easy to set up and use, even for those with limited technical knowledge. The user interface is intuitive and easy to navigate, and agents can easily switch between channels. Talkdesk supports voice, email, chat, and social media channels, allowing businesses to provide support on multiple platforms.Talkdesk is highly customizable, allowing businesses to tailor the software to their specific needs. This includes customizing call flows, IVR menus, and agent scripts.Talkdesk integrates with a wide range of third-party applications, such as Salesforce, Zendesk, and Shopify, allowing businesses to easily sync data across multiple platforms.Talkdesk offers in-depth reporting and analytics, giving businesses insights into agent performance, call volume, and customer satisfaction.

Cons

I like Talkdesk for enhancing customer service, and I do not have any specific dislike about it. However I can mention a couple of areas that the software can be enhanced in. Talkdesk does not offer some advanced features that other contact center software may provide, such as speech analytics or AI-powered chatbots.Some features, such as the chat widget, are not as customizable as other customer service tools, limiting businesses' ability to tailor the software to their needs.

Pros

The overall caliber of each call is the most major element. Both you and the customer can hear each other clearly. I adore how effectively it integrates with Zendesk and how well their voicemail system functions as well. Additionally, the opportunity to quickly call my customers with only a press of a button.

Cons

None that I can think of as so far the tool have been excellent in all ways and form. But I have a suggestion, It would be a good idea, to add a feature that allows you to put the customer on hold while calling another number from the same account.

Pros

I like TALKDESK because of it’s intuitive interface and use-friendly design. Which makes it more easy to navigate and good for new users. For me, it’s the capacity to sync with Marketing automation, in which our purchaser data is kept which saves me a considerable amount of time because I no longer have had to open different platforms separately.

Cons

The fact that the TalkDesk messaging interface still has a few flaws which hinder productivity concerns me. Moreover, having an automatic refresh method would be helpful rather than constantly having to manually reload the login page after accessing Callbar and logging in by clicking the Talkdesk logo above each screen tab.

Pros

It had an intuitive interface that made it easy to set up and manage my customer interactions. Flexible customization options, advanced analytics and reporting, and integrations with other business tools.

Cons

The user interface isn't as user-friendly as some of the other solutions, and it can be a bit confusing and complicated to use.

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

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.

Alternatives Considered

Five9

Switched From

Five9

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 like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow.

Cons

I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it.

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

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

Pros

The studio flow builder is my favorite part about the tool. It's very easy and dynamic – empowering an admin to create and edit their IVR without Support.

Cons

I haven't been very pleased with Talkdesk as a VoIP solution. The integration with our ticketing system is very poor. Our agents have a fair amount of issues with logging in and the occasional dropped call, but that's do be expected when working remotely. Also their tech support is not the best, it requires a lot of back and forth and I find that I have to do all of the troubleshooting / figure it out on my own. Lastly, in order to listen to call recordings, you must have a Talkdesk account, as the recordings live in their system.

Alternatives Considered

Aircall, Genesys Cloud CX, Five9 and UJET

Pros

As simple as the Talkdesk system is, the thing I enjoy most is the practicality of the system as a whole. It is so efficient in terms of getting work done in a timely manner.

Cons

As of this time, I have not experienced any cons.

Alternatives Considered

8x8 X Series

Switched From

8x8 X Series

Pros

Talkdesk has proven to be an extremely reliable software for our company. We've been using it for about 5 years now and have had very few issues. The customer service is exceptional. Any time that we have had an issue, customer service is quick to respond and rectify. I love that the program is so resilient also. Our call volumes fluctuate intensely and Talkdesk can handle whatever is thrown at it. We have gone from getting 300 calls per day to 300 calls per hour and we rarely notice so much as a hiccup. The program is easily customized and very user friendly.

Cons

The only thing I would like to see is more customization on the reporting. I would love to be able to have more options to build my own reports, however, our account rep is very accommodating with having reports built for us based on our needs.

Pros

The ease of use and general aesthetics of the software. Everything looks clean and modern. Live dashboards look great, reports look great, the whole UI is beautiful. Generally speaking, it's very simple compared to other more complex legacy phone systems I've used. The process for setting up new agents is intuitive.

Cons

There is a lot to be desired about the flexibility of the reporting functions. For most of my more complex call center metrics, I have to export mass call data Excel then slice and dice from there. They have great basic reports out-of-the-box, but our call center has some nuances that their stock reports don't capture. I wanted to be able to take any field/metric in the system and build a report around it, but that's not possible, at least not yet. They have informed us that they will be rolling out brand new custom reporting features soon, I'm excited about. I only dock them one star for this, however, because the bottom line is that my data is in their system, which integrates with Salesforce. So, even though I can't get my metrics the way I want to from inside Talkdesk, I can still export or run in Salesforce just fine.

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

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

Reliable, user friendly and allows us the ability to manage incoming calls and also gives admins options to review our teams work and listen into live calls

Cons

Sometimes the software can go down but it’s pretty rare. They also have super responsive customer support

Alternatives Considered

Avaya UCaaS

Reasons for Switching to Talkdesk

User friendly , updated

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.