Talkdesk Features

Talkdesk

The world's leading cloud-based contact center software.

4.24/5 (63 reviews)

Talkdesk Feature Summary

  • One click integrations with Salesforce, Pipedrive, Zoho
  • Customizable call queues
  • Customizable outbound caller ID
  • Desktop and email notifications

Talkdesk Features In Depth

Intelligent Routing and Enhanced Caller ID

With traditional call centers, when callers call customer service, they sometimes have to state their name, phone number, street address, and other personal information multiple times before they can start thoroughly explaining their concern (e.g. first to the IVR, then an agent, and then another agent if they were not routed properly). As you can imagine, this potentially exacerbates whatever frustration the customer already has.

With Talkdesk, through tools like ACD, IVR, and skills-based routing, callers are automatically forwarded to the agent best qualified to address their needs. Talkdesk’s enhanced caller ID feature then shows the caller’s image, name, contact information, contact history, and purchase history in the agent’s browser as they are routed the call. This significantly reduces the caller’s waiting time and ensures they’re afforded the personalized customer experience they expect and deserve.

Business Tools Integration

The modern business utilizes various software tools to power their day-to-day business operations, tools ranging from CRM software, financial solutions, HR and applicant tracking tools, systems for time tracking, marketing automation, and so on. APIs and app integration tie all these systems together, so the flow of information is smooth and harmonious, and users need not switch from one application to another to get things done.

Talkdesk recognizes this growing business need and is equipped with an API to facilitate data sending from and to third-party applications. Aside from that, Talkdesk has built-in integrations with commonly used business apps like Zendesk, Salesforce, Desk.com, Freshdesk, Bigcommerce, Contactually, Google Contacts, Help Scout, Highrise CRM, Infusionsoft, LiveChat, Magento, Nimble, Olark, OnePageCRM, Pipedrive, RelateIQ, and more.

Call Monitoring

When monitoring calls, you don’t just aim to detect problems but to identify and recognize the positive messages as well. With Talkdesk, managers can listen to live, ongoing calls straight from their browsers so they can monitor, measure, and improve the performance of their agents and teams.

Call recordings can also be reviewed at a later time to make sure your agents strictly adhere to your company’s call quality guidelines.

Real-Time and Historical Reporting

With Talkdesk’s historical and real-time reporting, call monitoring, and call recording, agents and managers are afforded the ability to make data-driven decisions. Customizable historical reports and charts can be used to identify trends, A/B test scripts, gather business intelligence, pinpoint inefficiencies, and craft more effective training methodologies.

Real-time reports, on the other hand, can be tapped to monitor individual, team, and enterprise performance, identify issues, empower agents, and ensure that service level agreements are strictly followed.

Automated Tasks

The integrations available in Talkdesk allow businesses to automate processes. Below are a few examples:

  • When a call finishes, the notes and disposition code, together with the call recording and metrics, are automatically populated into Zendesk or Desk.com.
  • When a voicemail is received, Salesforce automatically updates with the voicemail recording and transcription.
  • When a new contact calls, a new record is created in the integrated CRM tool.

Communications Feature Comparison

Most popular features of all Communications apps

API (115 other apps)
Activity Dashboard (49 other apps)
Automatic Notifications (40 other apps)
CRM Integration (54 other apps)
Call Monitoring (47 other apps)
Call Recording (71 other apps)
Call Reporting (45 other apps)
Call Routing (51 other apps)
Call Transfer (54 other apps)
Caller ID (51 other apps)
Chat (64 other apps)
Conferencing (61 other apps)
Instant Messaging (49 other apps)
Live / Video Conferencing (44 other apps)
Monitoring (44 other apps)
Receiving (40 other apps)
Reporting & Statistics (41 other apps)
SMS Integration (36 other apps)
Third Party Integration (59 other apps)
Voice Mail (47 other apps)

Competitor Feature Comparison

Talkdesk Feature Reviews

25 reviewers had the following to say about Talkdesk's features:

Lissa D. McManus

Verified Reviewer

Five Stars!

2015-08-06

Further, being in the flower industry, we need the flexibility to temporarily expand our call support around the big bloom-gifting holidays.

Pros

browser-based, affordable, easy integrations, tagged calls, great reporting tools for easy analytics, excellent customer care

Cons

We'd love to be able to tag calls with multiple dispositions, and the ability to easily search for specific calls, specifically the ability to filter search by date, disposition (tag), etc.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
2 of 2 people found this review helpful
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Kevin Boyer

Verified Reviewer

Simple, Reliable, and Cost Effective

2015-07-29

We were searching for a call center to layer on top of our existing basic VOIP PBX.

Pros

Built in integrations. Easily managed.

Cons

Could have more advanced features like caller ID routing but covers all the basics well and is a solid platform to layer more features on in the future.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
1 of 1 people found this review helpful
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Katrina Wong

Verified Reviewer

TalkDesk for sales

2016-03-17

I can't ask for a better call solution!

Pros

Easy of use Price Quick setup Integration with Salesforce

Cons

Adding web conferencing would be great

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
1 of 1 people found this review helpful
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Kenneth Knoll

A fresh take on an old necessity

2016-06-21

Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable.

Pros

Effective as a cross-company phone solution, both for call center and non call center staff

Cons

1. An API to an API.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Kenneth Knoll

Verified Reviewer

A fresh take on an old necessity

2016-06-21

Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable.

Pros

Effective as a cross-company phone solution, both for call center and non call center staff.

Cons

1. An API to an API.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
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Alexander Brunst

Questionable business practices

2017-01-31

We have been using Talkdesk in connection with SF for a year. Despite user growth 10X, they tried to raise prices by more than 20% with us in an intransparent way shortly before the renewal of our contract.

Pros

Relatively stable call solution

Cons

SF Integration not working reliably, Intransparent price increases, Unresponsive customer service

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Recommendations to others considering Talkdesk

Don't go with this provider.

Source: Software Advice
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Eli Martinez

Verified Reviewer

Good solution with a lot of potential.

2016-06-22

Our company transitioned from a very "traditional" telephony service to Talkdesk in the hopes that we'd be able to better integrate our telephony and other customer communication systems.

Pros

• Integration options • UI • Ease of use • Quality/Reliability

Cons

• Current reporting capabilities too basic • Lack of live dashboard configuration options • Ability to change detailed settings for specific agents • Customizing business hours with corresponding greetings

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
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Simon Vostry

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

2017-08-08

easy call center for inbound & outbound

Pros

Nice UI, it is visible that Talkdesk is constantly adding new features.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Michael McKenna

Verified Reviewer

TalkDesk - a Call Centre in the Cloud

2015-03-30

As call dispositions in TalkDesk (and recordings of the call itself) are automatically recorded as a note against the contact record in Nimble we have a complete record of who said what to whom and when - vital for getting a 360 degree view of the customer.

Pros

I have always found the TalkDesk support team to be really proactive both in implementing improvements which we suggested (like the click-to-call functionality in the Nimble extension for Gmail) as well as resolving the inevitable minor issues you get when setting up any new system for the first time.

Cons

I would like to see a native mobile app, but other than that our experience has been very positive.

Source: GetApp
5 of 5 people found this review helpful
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Antonio Belmar da Costa

Verified Reviewer

Awesome Software and Great Customer Service

2015-04-02

The Talkdesk team was unbelievable at making it happen for us and thus I would definitely recommend them for any company in need of a partner to solve any voice communication problems.

Pros

Great personalised customer service who Good integration with zendesk Custom reporting options are really amazing and can give great insights into the business

Cons

The features are not all there but as it is a new company it is very positive to see them developing over time The dashboard could be a little bit more user friendly Default reporting could be improved

Source: GetApp
4 of 4 people found this review helpful
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Eduardo del Giglio

Verified Reviewer

Great app. Ease of use is incredible!

2015-07-29

Talkdesk in what in call in Brazil "a mão na roda".

Pros

Easiness, support, integrations

Cons

price for outbound calls, charging in US$ (currency is not good right now :( )

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
1 of 1 people found this review helpful
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Anonymous
(Internet company, 11-50 employees)

Barely gets the job done for quite a high cost

2018-06-15

Pros

Not too much. Call quality is barely acceptable for a free to low cost option, let alone the premium pricing charged.

Cons

The incredibly high price for an entire team, in addition to the very low call quality.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
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Keron Brown

I tested TalkDesk for about 8 months and found it to be great Great audio quality and customer support

2018-04-10

Pros

The detailed metrics. Call time, call volume, recording, easy dialing and it's plug and play for SalesForce.

Cons

Never really found anything wrong with TalkDesk. We decided to use another softphone software that was already built into SalesForce Lightening

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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Cole Brand

Verified Reviewer

Talkdesk is simple and easy to use!

2016-03-17

I have used Talkdesk for my outbound sales calls as well as my internal use for communicating with customers.

Pros

Talkdesk has a very simple setup and is easy to use. Integrating with Salesforce is one of the best features that I use daily.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Dachelle Kane

Perfect Software for our needs!

2016-06-21

We searched a long time for a solution that would integrate with our systems and give us the freedom to customize greetings at the drop of a hat and to also give us comprehensive and easy to read reporting.

Pros

It's easy to integrate into our ticketing system. Live calls and queues are easy to see so that we can modify available agents.

Cons

Like with any software, there have been some glitches but they are corrected quickly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Computer Software company, 11-50 employees)

Perfect tool for growing Support Team

2018-03-24

Pros

Talkdesk call bar on the computer is also effective (i.e. it's easy for agents to know when a call is coming to them, when they've missed a call, etc.).

Cons

Talkdesk is gathering huge amounts of data about customers, call patterns, etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Works seamlessly with my other customer-facing software

2018-06-14

Pros

It makes digital calling very easy and connects with my other customer service related systems for easy integration.

Cons

sometimes there are odd errors when trying to make a call, and sometimes calls won't come in even though my reps are available.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Eduardo Giglio

Awesome Call Center in Minutes

2015-07-02

The easiest and fastest way to set a professional call center for your company.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Real Estate company, 51-200 employees)

Great phone system for startup support

2018-06-17

Pros

It also integrates with many of the CRM software we use so that ticket tracking is seamless.

Cons

It worked well when it works but there were are a lot of issues when we are having a very high call volume.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
Technical Marketing and Marketing Operations (Building Materials company, 501-1000 employees)
Verified Reviewer

Simple Calling Software with limited features

2018-07-25

Pros

I like that the Talkdesk Dialer could be accessed throughout the computer, without being logged into the system.

Cons

I’d like to see some improvements to the integrations with HubSpot or Front - neither integration seemed to clearly and helpfully show the history behind the call/customer and connect it to additional emails or orders.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
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Michael McKenna

Excellent cloud based call centre solution.

2015-05-07

As call dispositions in TalkDesk (and recordings of the call itself) are automatically recorded as a note against the contact record in Nimble we have a complete record of who said what to whom and when - vital for getting a 360 degree view of the customer.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Jasmine Baranpourian

Loving Talkdesk

2015-07-21

The Customer Support Team at Saint Bernard is very happy with how easy this platform is to use, especially for training and reporting purposes. Call quality continues to be stable and strong.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Taylor Rogers

Our organization uses Talkdesk as a main source for communication.

2018-06-09

Very simple to use and when time is of the essence... Talkdesk is the solution

Pros

Talkdesk is great for tracking and recording phone calls to enhance quality assurance.

Cons

Very rarely will you run into an outage. When you do, Talkdesk is quick to respond to resolve the issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Joel Ragar

We have Talkdesk hooked up into our Desk.com account

2018-01-05

Pros

It records all of our calls and keeps our tree log clean for customers calling in.

Cons

I wish the reporting went directly into Desk.com so we could see everything messed together but it's not killing us.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Source: Capterra
Helpful?   Yes   No
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Anonymous
CEO (Internet company, 11-50 employees)
Verified Reviewer

Worst experience we had

2015-11-06

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).

Pros

Nice app, nice design, easy to use, good quality of sound.

Cons

You cannot see the cost of each call in your dashboard. You never know when you will be overcharged.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No

Response from Talkdesk


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.

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