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Talkdesk

Talkdesk Verified Reviews & Ratings

San Francisco, CA
Founded in 2011 by CEO Tiago Paiva, and originally launched in May of 2012, Talkdesk aims to disrupt the...
2011
Year Founded
96%
Recommend It
53
User Reviews
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Karim M.'s review forTalkdesk

I am using Talkdesk for 2 years now…

I am using talkdesk for 2 years now, it has been a good tool to improve our call activity. As my team is doing a high number of call per day, we really needed a performing tool, after trying severals, talkdesk is definitly the good one to reach high performance. Also, as a manager, is a very complete program to monitor and get proper feedback of your activity.

I am using talkdesk for 2 years now, it has been a good tool to improve our call activity. As my team is doing a high number of call per day, we really needed a performing tool, after trying severals, talkdesk is definitly the good one to reach high performance. Also, as a manager, is a very complete program to monitor and get proper feedback of your activity.

Pros: Ease of use, high productivity, easy to monitor.
Cons: None.
Would Recommend: Yes

I’ve been working with Talkdesk for a…

I’ve been working with Talkdesk for a year now it solved all the problems we had with other dialers, working almost 5 years in my actual company, we faced so many issues, but with Talkdesk we were able to get back our job quality, made our daily work much smoother than ever. It’s a simple and easy dialer to implement, for inbound or outbound calls, the reports are clean and easy to search and share, making the daily basis work better. The admins have control of all the call history and recordings, but for the user, it lacks a way for it to view his work time, call time, break time to help control their time.

I’ve been working with Talkdesk for a year now it solved all the problems we had with other dialers, working almost 5 years in my actual company, we faced so many issues, but with Talkdesk we were able to get back our job quality, made our daily work much smoother than ever.

It’s a simple and easy dialer to implement, for inbound or outbound calls, the reports are clean and easy to search and share, making the daily basis work better. The admins have control of all the call history and recordings, but for the user, it lacks a way for it to view his work time, call time, break time to help control their time.

Pros: Easy to use.
Cons: Lacks stability.
Would Recommend: Yes

I have been using Talkdesk for about a…

I have been using Talkdesk for about a year, but I have been working at contact centers for several years. Talkdesk is by far the most intuitive contact center software I’ve used. The interface is easy to learn/navigate, it integrates seamlessly with Zendesk, and I find that a lot of the time I can answer my own questions just by taking a moment to explore the settings and options. I can also easily monitor the productivity of my team using the set reporting functions, and I rarely have complaints about call quality. With that said, I do hope to see the ability to customize reporting functions in the future, as it would be nice to be able to build custom reports around specific metrics/data.

I have been using Talkdesk for about a year, but I have been working at contact centers for several years. Talkdesk is by far the most intuitive contact center software I’ve used. The interface is easy to learn/navigate, it integrates seamlessly with Zendesk, and I find that a lot of the time I can answer my own questions just by taking a moment to explore the settings and options. I can also easily monitor the productivity of my team using the set reporting functions, and I rarely have complaints about call quality. With that said, I do hope to see the ability to customize reporting functions in the future, as it would be nice to be able to build custom reports around specific metrics/data.

Pros: Intuitive interface, seamless integration with Zendesk, great pre-set reporting tools.
Cons: Occasional dropped call, agents occasionally drop out of rotation.
Would Recommend: Yes
Jennifer B.'s review forTalkdesk

Overall, I had a solid experience with…

Overall, I had a solid experience with talkdesk as a user. It helped our teams make automatic calls from click-to-dial on Salesforce as well as generate reports for different sales groups. Occasionally, the calls would drop and get disconnected which was frustrating, but overall it usually worked well.

Overall, I had a solid experience with talkdesk as a user. It helped our teams make automatic calls from click-to-dial on Salesforce as well as generate reports for different sales groups. Occasionally, the calls would drop and get disconnected which was frustrating, but overall it usually worked well.

Pros: Reporting, automatic dialing from salesforce.
Cons: Occasionally unable to reach support.
Would Recommend: Yes
Nicole D.'s review forTalkdesk

I’m part of the customer support team…

I’m part of the customer support team of an internet marketing and SEO software company. Talkdesk has been a great tool for our team as it’s simple, easy and convenient to use. We’re able to make international calls and track/log all phone interactions with clients. They even have a widget mode for effortless phone call monitoring! Highly recommend.

I’m part of the customer support team of an internet marketing and SEO software company. Talkdesk has been a great tool for our team as it’s simple, easy and convenient to use. We’re able to make international calls and track/log all phone interactions with clients. They even have a widget mode for effortless phone call monitoring! Highly recommend.

Pros: An effective and efficient call center solution.
Cons: I wish there was an easier way to be notified of a missed call or voicemail assigned to you rather than refreshing the dashboard every time.
Would Recommend: Yes
Paige B.'s review forTalkdesk

Talkdesk is changing how companies are…

Talkdesk is changing how companies are serving clients. Imagine your co-worker had a conversation with a client and then the client calls in when your co-worker is out. No fear Talkdesk records the conversation so you can review it and now continue the giving excellent support to clients. The ability to assign voicemails is quite amazing. All in all, this is a great service/software with which I can not wait to see how they continue to improve their product.

Talkdesk is changing how companies are serving clients. Imagine your co-worker had a conversation with a client and then the client calls in when your co-worker is out. No fear Talkdesk records the conversation so you can review it and now continue the giving excellent support to clients. The ability to assign voicemails is quite amazing. All in all, this is a great service/software with which I can not wait to see how they continue to improve their product.

Pros: Recording Calls.
Cons: none.
Would Recommend: Yes

Despite the glitches or silences…

Despite the glitches or silences, which can be fixed after a simple restart of the widget, I appreciate the simplicity and integration of talk desk into my salesforce customer service operations, with a simple click to dial and with the options of checking call history, duration, time and name of agent/customer

Despite the glitches or silences, which can be fixed after a simple restart of the widget, I appreciate the simplicity and integration of talk desk into my salesforce customer service operations, with a simple click to dial and with the options of checking call history, duration, time and name of agent/customer

Would Recommend: Yes
Jenni S.'s review forTalkdesk

I use Talk Desk daily to contact people…

I use Talk Desk daily to contact people at my work. Quality of the calls is mainly of good quality – and, if, anything happens with the connection, usually just cutting the call and then calling back fixes the issue itself. The simple and basic layout also makes the use of Talk Desk more pleasant. Would definitely recommend!

I use Talk Desk daily to contact people at my work. Quality of the calls is mainly of good quality – and, if, anything happens with the connection, usually just cutting the call and then calling back fixes the issue itself. The simple and basic layout also makes the use of Talk Desk more pleasant. Would definitely recommend!

Pros: Easy to use.
Cons: None.
Would Recommend: Yes
Laura L.'s review forTalkdesk

Talkdesk is a great tool for everyday…

Talkdesk is a great tool for everyday communication! It’s simple to install and to use. I like it that the call bar displays the name of who you’re calling. The only con is that it sometimes crashes. It’s easily fixable by closing and reopening the program, however, so not really a problem. Customer service has been great whenever it’s been needed! I would recommend Talkdesk.

Talkdesk is a great tool for everyday communication! It’s simple to install and to use. I like it that the call bar displays the name of who you’re calling. The only con is that it sometimes crashes. It’s easily fixable by closing and reopening the program, however, so not really a problem. Customer service has been great whenever it’s been needed! I would recommend Talkdesk.

Would Recommend: Yes

I love Talkdesk for its simplicity, at…

I love Talkdesk for its simplicity, at the same time there is a slight learning curve because it does have a good amount of features. I need to be able to make a lot of phone calls fast, and take calls when needed. For a phone service that uses the internet only, I am really impressed. My company loves it and we have been using it the whole time I have worked there. I’d recommend giving it a try and if especially if you are a remote company it’s perfect.

I love Talkdesk for its simplicity, at the same time there is a slight learning curve because it does have a good amount of features. I need to be able to make a lot of phone calls fast, and take calls when needed. For a phone service that uses the internet only, I am really impressed. My company loves it and we have been using it the whole time I have worked there. I’d recommend giving it a try and if especially if you are a remote company it’s perfect.

Pros: Quality is excellent, easy to use, nice interface.
Cons: Has a slight learning curve.
Would Recommend: Yes

I use talkdesk everyday for my job. I…

I use talkdesk everyday for my job. I am in sales and use it to make calls and also helps me with the crm we use. You can monitor live calls and also go back to listen to previous calls. I can also download the calls and send them as an mp3. the callbar is a game changer so you dont have to work from the website browser.

I use talkdesk everyday for my job. I am in sales and use it to make calls and also helps me with the crm we use. You can monitor live calls and also go back to listen to previous calls. I can also download the calls and send them as an mp3. the callbar is a game changer so you dont have to work from the website browser.

Would Recommend: Yes

This is a tool that is not only helpful…

This is a tool that is not only helpful but so easy to use. It is not complicated which helps me become more efficient in doing my evaluations and call listening. Highly recommended for all leaders who wants to really listen to their team members interaction. it has a user friendly interface and recordings are always clear and very minimal issue.

This is a tool that is not only helpful but so easy to use. It is not complicated which helps me become more efficient in doing my evaluations and call listening. Highly recommended for all leaders who wants to really listen to their team members interaction. it has a user friendly interface and recordings are always clear and very minimal issue.

Would Recommend: Yes
Josh A.'s review forTalkdesk

It’s easy to setup agents from an…

It’s easy to setup agents from an admin perspective and the live feature makes live tracking easy. Also their support team is quick to respond and very helpful. However, we are regularly needing to troubleshoot basic functionality issues with agents (e.g. agent comes back from lunch and their audio isn’t working). Also, the IVR could be more robust and allow us to test different flows.

It’s easy to setup agents from an admin perspective and the live feature makes live tracking easy. Also their support team is quick to respond and very helpful. However, we are regularly needing to troubleshoot basic functionality issues with agents (e.g. agent comes back from lunch and their audio isn’t working). Also, the IVR could be more robust and allow us to test different flows.

Pros: Easy agent setup and good live dashboard.
Cons: Struggles with basic agent functionality.
Would Recommend: Yes

Very simple to use and effective…

Very simple to use and effective. I use it everyday at work. The call quality is outstanding, makes everything easy for any phone work.

Very simple to use and effective. I use it everyday at work. The call quality is outstanding, makes everything easy for any phone work.

Would Recommend: Yes
Christopher M.'s review forTalkdesk

I use Talkdesk to listen to recordings…

I use Talkdesk to listen to recordings of inbound and outbound calls for fraud prevention purposes. It is very simple and easy to use. I’ve encountered a few instances where it freezes or the recordings would not play but overall I am satisfied with it. The user interface design could use a little work too.

I use Talkdesk to listen to recordings of inbound and outbound calls for fraud prevention purposes. It is very simple and easy to use. I’ve encountered a few instances where it freezes or the recordings would not play but overall I am satisfied with it. The user interface design could use a little work too.

Would Recommend: Yes
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Provider Overview

Founded in 2011 by CEO Tiago Paiva, and originally launched in May of 2012, Talkdesk aims to disrupt the usual, old style legacy contact center offerings in the market. Originally spawned out of a Twilio contest, the platform that is now known as Talkdesk was built using Twilio’s API in just 10 days. The company, and platform, has since grown to support over 1,000 customers worldwide. As the next-generation, cloud-based contact center software available, Talkdesk helps bridge context with phone based support.

Talkdesk offers enterprise level contact center functionality with the advanced features users would expect, yet can still be quickly and easily deployed even without phones or any hardware. The web-based interface allows users to access and configure robust, enterprise-level functions like comprehensive reporting and seamless integrations.

With so many resources at their disposal, Talkdesk empowers contact center managers to make data-driven decisions, while empowering agents to have personalized, effective conversations with customers.

 

Talkdesk Pricing and Services

 

Most Popular Plan: Professional, $65/agent/mo, (minutes sold separately).

  • All SMB Starter features, plus
  • Up to 100 Agents
  • Up to 2 integrations
  • Omnichannel: Phone & SMS (beta)

All Available Plans & Services

SMB Starter $45/agent/mo (Billed Annually)

  • 3-10 agents
  • Minutes sold separately
  • Unlimited Concurrent Calls
  • Comprehensive Contact History
  • Advanced Call Control
  • Warm and Blind Transfers
  • Call Queues
  • Voicemail
  • Call Dispositions and Notes
  • Personalized Greetings
  • Extensions
  • Contact Importer
  • International Phone Numbers
  • Advanced Features
  • Individual and Group Voicemail
  • Voicemail Assignment
  • Voicemail Transcription
  • Call Recording
  • Call Monitoring
  • Real-Time Reporting
  • Historical Reporting
  • Access to Knowledge Base
  • Email Support

Professional, $65/agent/mo (Billed Annually)

  • Minutes sold separately
  • Up to 100 agents
  • All Above Features
  • Up to 2 Integrations
  • Omnichannel: Phone & SMS (beta)

Enterprise, $125/agent/mo (Billed Annually)

  • Minutes sold separately
  • All Above Features
  • Unlimited integrations
  • Phone & email support
  • Custom storage of call recordings (beta)
  • API access & support
  • Dedicated account manager
  • Service level agreement

Integrations

  • Salesforce
  • Zendesk
  • Desk.com
  • Bigcommerce
  • Contactuality
  • Freshdesk
  • Google Contacts
  • Groove
  • Help Scout
  • Highrise
  • Infusionsoft
  • Intercom
  • LiveChat
  • Microsoft Dynamics
  • Nimble
  • Olark
  • OnePageCRM
  • Pipedrive
  • Radius
  • Shopify
  • SnapEngage
  • Userlike
  • UserVoice
  • Zoho CRM

Awards & Recognitions

  • CRM Solution of the Year Award for 2015 – 16, The Cloud Awards 2016
  • Forbes Cloud 100
  • Forbes Next Billion-Dollar Startup 2016
  • 2016 Entrepreneur 360 Award
  • Customer Magazine’s 2015 Customer Contact Center Technology Award Winner
  • Forbes 30 Under 30

 

Editor’s Bottom Line of Talkdesk

 

With humble beginnings, Talkdesk has grown from a simple app built in 10 days, driven by Twilio’s API for limited function. While the platform still does have a close relationship with Twilio, as the platform leverages WebRTC technology with Twilio telephony – Talkdesk is a standalone solution that revolutionizes the contact center offerings. Bringing advanced, robust and sometimes complicated contact center functions to the masses, living directly in your web-browser is the main focus of Talkdesk.

Since their start, Talkdesk has been collecting funding to help reach its goal. Starting with $450,000 from 500 Startups and one angel investor in 2011, up to $21 Million in Series A funding from DFJ, Salesforce Ventures and Storm Ventures, Talkdesk is no stranger to the industry, and even managed funding from the Salesforce. When the leading CRM provider wants in and supports your platform, it certainly says a lot – especially since Talkdesk integrates directly with CRM functionality.

As a revolutionary and unique solution in the industry, Talkdesk has gone on to win a number of awards and recognition, including the CRM solution of the Year for 2015-16 from the Cloud A wards 2016, Forbes Next Billion-Dollar Startup 2016, and even Customer Magazine’s 2015 Customer Contact Center Technology Award Winner. The solution Talkdesk provides has managed to take clunky, complicated legacy solutions and turned them into agile, simple, cost effective cloud-based platforms.

Giving back to the tech community, just as they had received funding and support in the early days, Talkdesk even went as far as to launch the Talkstart Program in October of 2015. Through this program, Talkdesk supplies technology startups with free Talkdesk software licenses to establish a foundation of supreme phone-based customer service, and sales. The provider has also gone on to include SMS and texting capabilities to the Talkdesk platform. If searching for a cloud-based, cost-effective and as simple as possible contact center software, look no further than Talkdesk.

 

Screenshots
  • Inbound Call Level Metrics
    Inbound Call Level Metrics
  • Call Recording
    Call Recording
  • Live Call Reporting
    Live Call Reporting
  • Home Dashboard
    Home Dashboard
  • Agent Metrics Dashboard
    Agent Metrics Dashboard
  • Realtime Monitoring
    Realtime Monitoring
  • Realtime Reporting
    Realtime Reporting

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