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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
98%
Recommend It
104
User Reviews
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Talkdesk is simply the best. My job…

Talkdesk is simply the best. My job very heavily requires the use of a program such as Talkdesk and I really couldn’t ask for a better program. The user interface is very intuitive and simple, training our team to use the program takes basically no time at all, and the administrative features of the program are effortless to learn and use. What more could you ask for?

Talkdesk is simply the best. My job very heavily requires the use of a program such as Talkdesk and I really couldn’t ask for a better program. The user interface is very intuitive and simple, training our team to use the program takes basically no time at all, and the administrative features of the program are effortless to learn and use. What more could you ask for?

Pros: So easy to use.
Cons: Occasional outages.
Would Recommend: Yes

Overall I find Talkdesk to be a useful…

Overall I find Talkdesk to be a useful system for our agents and our company as a whole. Aside from a few connectivity issues here and there (could be the internet we use), the service is reliable and easy to use. The widget is nice as well being that you do not need a full screen pulled up in order to see calls coming in.

Overall I find Talkdesk to be a useful system for our agents and our company as a whole. Aside from a few connectivity issues here and there (could be the internet we use), the service is reliable and easy to use. The widget is nice as well being that you do not need a full screen pulled up in order to see calls coming in.

Pros: Makes it easy to integrate our call service with our ticket service of Zendesk.
Cons: Has some connectivity issues that can generally be solved by simply logging out and logging back in.
Would Recommend: Yes
Alex O.'s review forTalkdesk

Honestly, I don’t know how I would get…

Honestly, I don’t know how I would get my job done without something like TalkDesk to take control of the way I communicate with customers. Every day at work I take advantage of TalkDesk’s reporting tools, recording options, integration between it and SFDC, and notification preferences I’m able to set. I’ve only ever had one issue and support handled it fast with no effort from my side. I highly recommend using something like TalkDesk for your business!

Honestly, I don’t know how I would get my job done without something like TalkDesk to take control of the way I communicate with customers. Every day at work I take advantage of TalkDesk’s reporting tools, recording options, integration between it and SFDC, and notification preferences I’m able to set. I’ve only ever had one issue and support handled it fast with no effort from my side. I highly recommend using something like TalkDesk for your business!

Pros: Easy to use, good features, integrates with SalesForce, Great support.
Cons: Widget vs Web mode is confusing.
Would Recommend: Yes
Yehia Z.'s review forTalkdesk

I like Talkdesk because it is easy to…

I like Talkdesk because it is easy to use, and it has good integration with Salesforce. It allows you to re-listen to calls. We have been using it for over three years now. I’ve been using talkdesk for almost three years and it’s been helping me a lot in doing my job, in fact it’s a very important part of my work. In my work, it is always adequate so I can manage many calls a day. It works very well, we make long calls which can reach up to 60 minutes.

I like Talkdesk because it is easy to use, and it has good integration with Salesforce. It allows you to re-listen to calls. We have been using it for over three years now.

I’ve been using talkdesk for almost three years and it’s been helping me a lot in doing my job, in fact it’s a very important part of my work.

In my work, it is always adequate so I can manage many calls a day. It works very well, we make long calls which can reach up to 60 minutes.

Would Recommend: Yes
Diana A.'s review forTalkdesk

Talkdesk is a very useful tool that…

Talkdesk is a very useful tool that makes my work a lot easier since we can answer calls from anywhere as soon as we have a computer and an internet connection. We can also check the performance for all the team. I find it very good that we can connect the calls to Salesforce and then have access to the guest’s profile, and also track all exchanged calls with each guest, it’s perfect for sales. The only issue we rarely have is having the phone ringing event though we’re on a call, but the customer assistance is very helpful every time.

Talkdesk is a very useful tool that makes my work a lot easier since we can answer calls from anywhere as soon as we have a computer and an internet connection. We can also check the performance for all the team.

I find it very good that we can connect the calls to Salesforce and then have access to the guest’s profile, and also track all exchanged calls with each guest, it’s perfect for sales.

The only issue we rarely have is having the phone ringing event though we’re on a call, but the customer assistance is very helpful every time.

Pros: Integrative with Salesforce.
Cons: None.
Would Recommend: Yes

Talkdesk is a very efficient software…

Talkdesk is a very efficient software, which is also very easy to use. It’s very intuitive and does not need any explanation for a new user. Everyone can start working with it immediately. In the last three months that I am using Talkdesk for 8 hours daily, we only had a server connection problem once. It was solved quite quickly, within an hour. I personally don’t like the launch of the software. It takes quite a while. We log in with Salesforce though, it might be a reason. In 95% of all calls, the connection and sound quality is very good. It is also very useful to be able to use different phone numbers – from different countries.

Talkdesk is a very efficient software, which is also very easy to use. It’s very intuitive and does not need any explanation for a new user. Everyone can start working with it immediately.

In the last three months that I am using Talkdesk for 8 hours daily, we only had a server connection problem once. It was solved quite quickly, within an hour.

I personally don’t like the launch of the software. It takes quite a while. We log in with Salesforce though, it might be a reason.

In 95% of all calls, the connection and sound quality is very good. It is also very useful to be able to use different phone numbers – from different countries.

Pros: interface, simplicity, quality.
Cons: None.
Would Recommend: Yes

Is a great app, very easy to use and to…

Is a great app, very easy to use and to work with. Sometimes you have to upload but it takes just some minutes, it’s linked with salesforce which makes it even better and faster.

Is a great app, very easy to use and to work with.
Sometimes you have to upload but it takes just some minutes, it’s linked with salesforce which makes it even better and faster.

Would Recommend: Yes

Talk desk is a great asset to my job….

Talk desk is a great asset to my job. It is great. User-friendly using as a customer service. I was able to easily listen in to other calls to learn valuable skills. It records all the calls so I can go back to whatever I need to check on something. It also shows the amount of time I was on the phone. It’s really good

Talk desk is a great asset to my job. It is great. User-friendly using as a customer service. I was able to easily listen in to other calls to learn valuable skills. It records all the calls so I can go back to whatever I need to check on something. It also shows the amount of time I was on the phone. It’s really good

Would Recommend: Yes

I make a lot of international calls….

I make a lot of international calls. Many times with other services the country code is not automatically populated for the number I call. However, with Talkdesk they automatically can identify which country you are calling to and their country code. This functionality is very useful and helpful for me and my team. I would recommend this product for its ease and reporting capability as well as the home page voicemail assignment. It is very user friendly.

I make a lot of international calls. Many times with other services the country code is not automatically populated for the number I call. However, with Talkdesk they automatically can identify which country you are calling to and their country code. This functionality is very useful and helpful for me and my team. I would recommend this product for its ease and reporting capability as well as the home page voicemail assignment. It is very user friendly.

Would Recommend: Yes
Jake B.'s review forTalkdesk

Works really well for managing calls…

Works really well for managing calls and assigning voicemails. The product is really crisp and very rarely have any problems with it. It’s never been difficult to get with support or them not being able to solve any issues that we’ve had. The only negative aspect is they do not have a mobile app, but I’m told it’s coming soon.

Works really well for managing calls and assigning voicemails. The product is really crisp and very rarely have any problems with it. It’s never been difficult to get with support or them not being able to solve any issues that we’ve had. The only negative aspect is they do not have a mobile app, but I’m told it’s coming soon.

Pros: Great Product.
Cons: No mobile app.
Would Recommend: Yes
Nic G.'s review forTalkdesk

Really easy to use call center…

Really easy to use call center software. It was easy to implement and we have found it very beneficial to be able to set up an IVR and route calls correctly. As the call center manager, I am now able to better track the department metrics and structure training. This software also easily integrated with Zendesk for better follow ups.

Really easy to use call center software. It was easy to implement and we have found it very beneficial to be able to set up an IVR and route calls correctly. As the call center manager, I am now able to better track the department metrics and structure training. This software also easily integrated with Zendesk for better follow ups.

Pros: easy to set up.
Cons: None.
Would Recommend: Yes
Katherine B.'s review forTalkdesk

Overall, we are glad we chose to bring…

Overall, we are glad we chose to bring Talkdesk into the company. The design is solid (modern yet easy to manage), and the support team is quick to react to any issues or questions. There are some tech issues here and there, but nothing they cannot find the root of the issue for. They prioritize the client and ensure all are happy with whatever solution is offered.

Overall, we are glad we chose to bring Talkdesk into the company. The design is solid (modern yet easy to manage), and the support team is quick to react to any issues or questions. There are some tech issues here and there, but nothing they cannot find the root of the issue for. They prioritize the client and ensure all are happy with whatever solution is offered.

Pros: Product design, support reachability.
Cons: Installation not always smooth, random dropped calls.
Would Recommend: Yes

We currently have a software for…

We currently have a software for sellers to book their clients, and we tend to have alot of discussions over email and chat. With talkdesk, this eliminates any issues or misinterpretations done over those two forms of communication to allow better troubleshooting and build stronger relationships with our clients. It does offer alot for what the software is, in the form of data, international calls and support which is really amazing considering how vast our clientel is. It may be a bit lacking in some forms of customizations but nothing to write home about. Overall an amazing product!

We currently have a software for sellers to book their clients, and we tend to have alot of discussions over email and chat. With talkdesk, this eliminates any issues or misinterpretations done over those two forms of communication to allow better troubleshooting and build stronger relationships with our clients.

It does offer alot for what the software is, in the form of data, international calls and support which is really amazing considering how vast our clientel is.

It may be a bit lacking in some forms of customizations but nothing to write home about.

Overall an amazing product!

Pros: Reporting reporting REPORTING!.
Cons: could use a bit of customization.
Would Recommend: Yes

Overall it is a good tool for our…

Overall it is a good tool for our support team. We would like to be able to customize it more for our specific needs and be able to pull more specific reporting, but for the price and overall sytstem, we are pleased with talkdesk. It seems we have about 1 issue per qtr with reliability but typically those outages are short lived. Overall a good system for our growing support team.

Overall it is a good tool for our support team. We would like to be able to customize it more for our specific needs and be able to pull more specific reporting, but for the price and overall sytstem, we are pleased with talkdesk. It seems we have about 1 issue per qtr with reliability but typically those outages are short lived. Overall a good system for our growing support team.

Pros: quality for the price.
Cons: Lack of customizations and reporting.
Would Recommend: Yes

I like the dashboards and visibility….

I like the dashboards and visibility. Talkdesk offers a dashboard where you can view CSAT, agent, and call stats in real time. I can also change the timeframe and pull reports easily. It’s also amazing that I can see my coworker’s availabilities and that they can see mine in real-time. This helps our team keep our SLA and CSAT high when working remotely because we are able to effectively coordinate our schedules, meetings, breaks, and projects while maintaining availability for customers. It’s not possible to switch Statuses from AfterCall to Lunch Break if calls are queued. If calls are stacked and I just finished my call and need to take my Lunch Break, I have to hit “Log Call” which automatically puts me in available (even if i switch to After-Call immediately), I will receive the next call in queue. This in turn forces me to “miss” a call in order to take my break.

I like the dashboards and visibility. Talkdesk offers a dashboard where you can view CSAT, agent, and call stats in real time. I can also change the timeframe and pull reports easily.

It’s also amazing that I can see my coworker’s availabilities and that they can see mine in real-time. This helps our team keep our SLA and CSAT high when working remotely because we are able to effectively coordinate our schedules, meetings, breaks, and projects while maintaining availability for customers.

It’s not possible to switch Statuses from AfterCall to Lunch Break if calls are queued. If calls are stacked and I just finished my call and need to take my Lunch Break, I have to hit “Log Call” which automatically puts me in available (even if i switch to After-Call immediately), I will receive the next call in queue. This in turn forces me to “miss” a call in order to take my break.

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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