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NICE CXone vs Talkdesk Comparison

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Overview

Category Leaders

Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX

Category Leaders

Talkdesk provides all the benefits of enterprise contact center software, without all the complexity.

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet

Pricing

Starting from

71

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.2

565

5

4

3

2

1

261

205

67

18

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
90%
would recommend this app

4.5

722

5

4

3

2

1

453

220

35

7

7

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.

Pros

Overall, TalkDesk is a wonderful product. Its simplicity and ease of use at the user level makes it a great fit for our Contact Center.
I love the flexibility of what the product is able to do to help our business. I also love the reporting features.
Good desktop app, user-friendly, good quality of sound, good customer service, integrated with Salesforce.

Cons

The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
Bad UI, slow customer service, difficult reporting, limited integrations.

Cons

It has been one issue after another. I have lost several clients because of oversights and we're beyond frustrated with the lack of support and features we were told were possible.
Unable to place on hold and transfer, you need to mute the call and then transfer. This can be a bit awkward for the caller since they will just hear silence until the transfer has been initiated.
Often times, I find that Talkdesk disconnects my calls or availability for a call. There are times when the Call Dispositions fail or my call will drop and I will have to restart my Talkdesk.
  • Vendor responds to reviews
  • Last review23 days ago
  • Vendor responds to reviews
  • Last review16 days ago

Key features

  • Total features125
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Tracking Metrics
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • For Call Centers
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Integrations Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • On-Demand Recording
  • Online Voice Transmission
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Unified Communications
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features98
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Tracking Metrics
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • For Call Centers
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Integrations Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • On-Demand Recording
  • Online Voice Transmission
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Unified Communications
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations44
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations89
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

AR
AvatarImg

Verified reviewer

Internet, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Talkdesk logo

Talkdesk

Worst experience we had

Reviewed 8 years ago

I was really happy that i found a cloud sollution for our company with lots of integrations. The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great. Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which...

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.

Vendor response

We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.

MM
AvatarImg

Megan M.

Nonprofit Organization Management, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Talkdesk logo

Talkdesk

Talk Easily with Talkdesk!

Reviewed 2 years ago

Overall, nice and easy experience with Talkdesk!

Pros

I love how straight forward and easy to use Talkdesk is. It allows me to have a work phone number and dialing system to communicate with my clients easily, as well as monitor calls coming in via the Caller ID feature.

Cons

I'm looking forward to innovation in having a clear historical log and reminder nudges to follow up with client calls

HS
AvatarImg

Haley S.

Financial Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Talkdesk logo

Talkdesk

Pretty good but some features missing

Reviewed 5 years ago
Pros

User friendly Reliable Nice aesthetics

Cons

Limited reporting features Routing could be more granular

DM
AvatarImg

Dimitra M.

Information Technology and Services, 5,001-10,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Talkdesk logo

Talkdesk

Easy to use

Reviewed 5 years ago

the overall experience is above my expectations.

Pros

easy to use nice features excellent customer support

Cons

none. I don't see any cons about this cloud telephony center.

AM
AvatarImg

Aleksandar M.

Food & Beverages, 201-500 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Talkdesk logo

Talkdesk

Easy to use

Reviewed 5 years ago

We use Talkdesk for Call Center business type of work.

Pros

Very easy to use software with nice and clean UI.

Cons

Admin rights are complicated to set. And sometimes the chrome extension stops working.

AR
AvatarImg

Verified reviewer

Information Technology and Services, 1,001-5,000 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Talkdesk logo

Talkdesk

Quality tool

Reviewed 2 years ago
Pros

Easy app, nice UX , good quality of sound, easy integration with Zendesk

Cons

Sometimes there are some problems with sound on WIFI

SV
AvatarImg

Simon V.

Computer Software, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Talkdesk logo

Talkdesk

Easy to use call center that is setup in under an hour

Reviewed 7 years ago

easy call center for inbound & outbound

Pros

Nice UI, it is visible that Talkdesk is constantly adding new features. Really easy setup and especially the AppConnect store for apps allows you to install many nice apps all with 30-day trial. The Salesforce.com integration is really nicely done.

Cons

The player for calls is rather simple - it does not show waveform or when agent and customers are speaking.

jW
AvatarImg

jed W.

Transportation/Trucking/Railroad, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Talkdesk logo

Talkdesk

Talkdesk has been our ultimate solution

Reviewed 5 years ago
Pros

The intuative dashboard is great to work with. The reporting as well , is superb.

Cons

We used to have an automatic dialer, that was nice (and lost in TD).

AP
AvatarImg

Angelo P.

E-Learning, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Talkdesk logo

Talkdesk

Great Tool

Reviewed 5 years ago

I use talkdesk every day and I find it a simple tool to use and that in general has very few problems.

Pros

- Good integratios with Salesforce - Easy to install and easy to use - Sound is clear - Nice design

Cons

Sometimes, but rarely, there are some problem with quality of calls.

JS
AvatarImg

Jenni S.

Education Management, 10,001+ employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Talkdesk logo

Talkdesk

Simple and functional

Reviewed 5 years ago

Simple and easy device to use. We have this tool in use on a daily basis and it offers great quality and data. The only issue I've had with it has been with the connection, but these connection issues are very rare. I also like the simple layout of the tool.

Pros

It's easy and very quick to use. It offers quality and the layout is nice and simple.

Cons

Sometimes there are connection issues. Although, they are very rare and they get fixed quickly.

KG
AvatarImg

Kimberly G.

Medical Devices, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Talkdesk logo

Talkdesk

Talkdesk Review

Reviewed 3 years ago

Overall Talkdesk is great for calls, reporting, insight data and staying organized . It is reliable, calls are faster and being able to track everything is important.

Pros

Talkdesk is very easy to learn and use. Display has nice features and works well with other programs.

Cons

Cons are bugs with the program at times. Customer service is not always helpful. Needs more customization with features.

PE
AvatarImg

Perry E.

E-Learning, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Talkdesk logo

Talkdesk

Functional, reliable, cost effective!

Reviewed 5 years ago

Zero issues.

Pros

Ease of use and training new personnel. Great reporting tools.

Cons

I wish it were more “smart device” friendly. iOS and Android. Definitely strong on pc or laptop, but would be nice if I could easily use as an app or on a browser. It would also be nice to auto plan/schedule weekly/monthly reports.

MW
AvatarImg

Melissa W.

Medical Practice, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Talkdesk logo

Talkdesk

TalkDesk Review

Reviewed 5 years ago

My overall experience with Talkdesk has been awesome! Easy to use web based phone program with so many options!

Pros

Talkdesk is so easy to use. It makes finding calls so easy and it's so nice to have all calls recorded!

Cons

I really have no complaints about Talkdesk. It is reliable and easy to use.

LL
AvatarImg

Laura L.

E-Learning, 5,001-10,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Talkdesk logo

Talkdesk

Simple and easy everyday tool

Reviewed 5 years ago
Pros

It's easy to use, almost never has any issues. If you do the customer service is quick to help. Very nice overall experience.

Cons

When it crashes (which is very seldomly).

JS
AvatarImg

Josh S.

Computer Software, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Talkdesk logo

Talkdesk

I have been using this for a little while now and it works... I don't love it but it works

Reviewed 6 years ago

This software works, but there are a couple of thing that really bother me about it.

Pros

I like that I am able to manage calls on my computer, and be able to use my nice headphones for my calls now instead of a phone headset.

Cons

One thing I really don't like about the product is there is no "re-dial" option, I have to add the number again and call once again, instead of looking through recent calls because it isn't there. This is the biggest complaint of mine.

AE
AvatarImg

Amanda E.

Real Estate, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Talkdesk logo

Talkdesk

Talkdesk is Great for all Users

Reviewed 5 years ago

I have been using this software for nearly a year, and find as a user it is easy to use. Customer support is very timely in their response and very customer centric. Updates don't interfere with our job. It would be nice to have our internal programming be compatible with Talkdesk, but that's not on them

Pros

Talkdesk reports are easy to pull, metrics are accurate, dropped calls are few.

Cons

They could allow for better filtration on reports. I am left to run all of my filters to complete quality assurance of the team. Would be nice to not have to do this manually.

JL
AvatarImg

Jason L.

Financial Services, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Talkdesk logo

Talkdesk

Talk Desk Daily Customer Calls

Reviewed 4 years ago

I would say that the ease of use, combined with daily necessity to leverage talk desk to make customer calls, I have had a really positive experience.

Pros

I really appreciate that there is both a web version and a widget provided. This option gives me the maneuverability to operate Talk Desk while I have my other work necessary tabs open. I do not always have the option of having the web browser version open, so having the collapsible widget has proven indespensible.

Cons

I wish that the copy button for copying phone numbers was more intuitive. When you click copy nothing happens. It would be nice to have some sort of feedback that lets you know that you have successfully copied the information.

NZ
AvatarImg

Neven Z.

Financial Services, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Talkdesk logo

Talkdesk

my review

Reviewed 5 years ago
Pros

It is a great service that is a great "switchboard" which can route calls to many colleagues and even across the country. It has a nice clean layout and tracks all our calls, voicemails, everything! When it works, it gets the job done and really helps us stay in communication with our borrowers.

Cons

It is constantly glitching or disconnecting or having some type of malfunction. I think the biggest thorn in our side is that when we attempt to assign and clear out voicemails, we are not able to open the voicemail call in a new tab OR be able to return back to the same page after clicking and opening up a voicemail call. If we click on a call to review a voicemail and see who to assign it to, when clicking the back arrow, we are put back at PAGE 1! and have to then search for the voicemail we were just on. This review would be almost all 5 stars without this issue.

AR
AvatarImg

Verified reviewer

Internet, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Talkdesk logo

Talkdesk

Fairly innovative company, not perfect but who is

Reviewed 6 years ago
Pros

We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.

Cons

We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.

JT
AvatarImg

Justin T.

Computer Software, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Talkdesk logo

Talkdesk

Great Platform!

Reviewed 5 years ago
Pros

What I really like the most would be the integration that the software has with Salesforce/ our ticketing system. Talkdesk is very easy to use and is lightweight. Updates are easy. The ability to have access to recorded calls has saved me on several occasions. Having the ability to log in remotely is very nice as well! There are many Configuration options to best suite every users needs.

Cons

Sometimes there are issues with Call Transfers and disconnects. But these are limited and I have noticed improvements with updates.

JB
AvatarImg

Jake B.

Biotechnology, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Talkdesk logo

Talkdesk

Does what it needs

Reviewed 5 years ago

It's been a positive experience. Talkdesk's support team is top notch and has worked closely with our team leaders and agents to ensure our needs are met. While the software is great as it, it has the potential to be even better, and I look forward to seeing the changes to come.

Pros

TalkDesk is easy to implement and easy to learn. Our team hit the ground running once the software was installed. It's a straightforward system that requires little in the ways of training.

Cons

The interface is still a little clunky, meaning you'll need the app and the website running if you wish to utilize the call bar and watch your teams service levels and availability in real time. While it is nice having the dual functionality of a call bar widget and the web app. Some functionality is limited in the web portal.

AA
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Allyson A.

Hospitality, 51-200 employees

Used daily for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Talkdesk

Talkdesk is very useful and an essential tool for my job.

Reviewed 4 years ago
Pros

This software provides the option to listen back to my calls. - LOVE this option. I like the reports tab so I can track my progress throughout the month. The fact I can link it with my Saleforce account. This has been a godsend. Thank you to whoever is responsible for this.

Cons

I wish Talkdesk would utilize caller ID. If it is an unknown number, I wish i could go ahead and see that her name is Stacy. I wish there was a way to pull up the call log for the number that is calling in easily. So many times I get "Can you see who I was speaking to last" and it would be nice if there was a shortcut.

AJ
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Alan J.

Information Technology and Services, 10,001+ employees

Used other for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Talkdesk

An ideal cloud-based contact center application apt for businesses of all sizes.

Reviewed 6 years ago
Pros

Talkdesk has a nice UI, very easy to use. It helps firms to personalize the conversation between their clients and prospects. Navigation through the software is simple. The sound quality is also great. The application has been very reliable especially in the beginning when we started encountering various odd bugs in the system. Their timely updates had helped us to fix a lot of issues. It makes digital calling very easy. As a call center, quality assurance is a big deal for us. It helps in making data-driven decisions and has helped in improving the productivity of our team. Using Talkdesk, we can easily track and record call that really helps us monitor the calls being made.

Cons

There have been downtimes which can be problematic for us. Hope they can do something to reduce or better stop it altogether. At times, the customer service isn't responsive.