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Talkdesk
What Is Talkdesk?
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers.
Talkdesk empowers enterprise operations and CX leaders to deliver modern, tailored customer experiences. Our trusted, flexible cloud contact center platform leverages cutting-edge generative AI and automation to streamline workflows, optimize resources, and drive exceptional customer outcomes. With Talkdesk, teams can enhance operational efficiency, reduce costs, and improve the bottom line—all while ensuring the best possible experiences for customers. Trusted by industry leaders, Talkdesk is the innovative solution designed to meet the evolving needs of enterprise contact centers.
Who Uses Talkdesk?
Our target market is customer-centric companies with at least 5 agents looking to improve customer experiences through more personalized, data-driven customer interactions.
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Reviews of Talkdesk
TalkDesk is above the rest! - Cortney K
Comments: TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.
Pros:
The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!
Cons:
Sometimes the audio is best when connected via ethernet cable.
Alternatives Considered:
Powerful phone system, though focus shifting away from startups
Comments: We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.
Pros:
Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.
Cons:
For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.
Talkdesk review from AE
Comments: I have reached out to support on several occasions. I tried to explain the problems I was having but they could not figure it out.
Pros:
I like it allows me to make calls. It is very easy to sync with salesforce and gong.
Cons:
The setup is very hard. Most calls that come in are missed. Voicemail only works when my phone status is set to away. If I am on another call the call coming in will just ring
Alternatives Considered:
Talkdesk: The perfect tool for your support team!
Comments: It has been an awesome experience using Talkdesk. This software has allowed us to grow and has supported us at every step. Additionally, their CX team is outstanding and very supportive.
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:
My Talkdesk experience
Comments: All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.
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
