Overall
4.5
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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
89%
Recommend It
18
User Reviews
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Excellent software, use it daily at…

Excellent software, use it daily at my work, good call quality and easy to use.

Excellent software, use it daily at my work, good call quality and easy to use.

Would Recommend: Yes
Marija S.'s review forTalkdesk

Easy to install, it has an awesome…

Easy to install, it has an awesome user friendly interface that gives you a clear view of your accomplishments during your work hours. Responsive support team.

Easy to install, it has an awesome user friendly interface that gives you a clear view of your accomplishments during your work hours. Responsive support team.

Would Recommend: Yes

Talkdesk is an excellent tool…

Talkdesk is an excellent tool. It is wonderful for a huge customer base! It has helped my company provide the best customer service possible. I love it! There is some room for improvement in reliability and user-friendliness, but I would absolutely recommend this product to anyone.

Talkdesk is an excellent tool. It is wonderful for a huge customer base! It has helped my company provide the best customer service possible. I love it! There is some room for improvement in reliability and user-friendliness, but I would absolutely recommend this product to anyone.

Would Recommend: Yes

Overall, I have been very happy with…

Overall, I have been very happy with Talkdesk and had no reason to look for any other solution. We rolled out Talkdesk for our customers to call into our Customer Support team directly. The team is able to transfer calls between each other, and also to other departments set up on Talkdesk (at this time, Sales). We take advantage of the custom greetings to get any important messages across to our callers, for example, if there is a change to our usual business hours on a particular day. I also use Talkdesk reports on a weekly basis to keep track of overall volume, volume per agent, missed calls, and voicemails. Talkdesk’s support team is also very helpful and I love their Knowledge Base for self-help!

Overall, I have been very happy with Talkdesk and had no reason to look for any other solution. We rolled out Talkdesk for our customers to call into our Customer Support team directly. The team is able to transfer calls between each other, and also to other departments set up on Talkdesk (at this time, Sales). We take advantage of the custom greetings to get any important messages across to our callers, for example, if there is a change to our usual business hours on a particular day. I also use Talkdesk reports on a weekly basis to keep track of overall volume, volume per agent, missed calls, and voicemails. Talkdesk’s support team is also very helpful and I love their Knowledge Base for self-help!

Pros: custom greetings, holiday hours, custom business hours, reporting.
Cons: Admins don't have the ability tor remove old greetings.
Would Recommend: Yes

Great platform, easy to implement, easy…

Great platform, easy to implement, easy to use and train and reliable. The constant innovation is excellent.

Great platform, easy to implement, easy to use and train and reliable. The constant innovation is excellent.

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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