TalkDesk Reviews

Name: TalkDesk
Brand: TalkDesk
Rating: 4.2 (10 reviews)

4.2 out of 5

10 reviews
100% willing to recommend

283 followers

What is TalkDesk?

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

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TalkDesk is the #4 ranked solution in top Contact Center Platforms and #6 ranked solution in top Contact Center as a Service (CCaaS) solutions. PeerSpot users give TalkDesk an average rating of 8.4 out of 10. Based on the analysis of the 10 most recent TalkDesk reviews, the overall sentiment is positive, with a sentiment score of 7.8. (Among the highest in the category). TalkDesk is most commonly compared to Genesys Cloud CX: TalkDesk vs Genesys Cloud CX.

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Featured reviews

TANMAY AKHADE

Technical Program Manager at WhiteHat Jr

The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation. The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%. Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.

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Vítor Hugo Pacheco

Head Of Telemarketing at Goldenergy

I like the simplicity of managing a flow, mostly inbound. It's the most powerful feature in TalkDesk. From the user's point of view, there's no need for a softphone or TIP phone. The solution is very seamless. We use AI with a custom solution outside of TalkDesk. It is very simple to learn how to use TalkDesk. If you are in a managing position, you have the academy. Within one or two days, you are trained to work as a system manager.

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Leo Sanni

Agile Project Manager at World Vision Canada

I didn't start the implementation; I joined in the middle during the second phase. From the second phase, the implementation was quite seamless. They have a support team that updates you on new features regularly. If there are features you need that aren't included in the VoIP system, they add them to the backlog and let you know when they are added. The implementation was quite seamless. However, voice implementation isn't always seamless, especially when moving from one system to another or from a legacy phone system to VoIP. You must do porting, end phone licenses with the existing provider, and move to a new one. These are just some of its legal aspects.

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Valuable Features

TalkDesk’s most valuable features include automatic call-routing, user-friendliness, minimal coding requirements, AI-driven customer interactions, sentiment analytics, and efficient outbound calling. It integrates smoothly with systems like Teams and Zendesk. Users appreciate the simplicity of managing inbound flows and the support from online resources. TalkDesk Studio allows easy creation of outbound campaigns. Its stability and quick response times significantly enhance user experience.

"With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information."
"The initial setup was straightforward."
"The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly."

Room for Improvement

TalkDesk needs improvement in automation of features, outbound campaign management, dashboard customization, bulk SMS, and documentation clarity. Some organizations mention slow performance in loading pages and reports. Others experience issues with graphical interfaces, call logging, and reporting delays. There are also challenges with inbound call stability in regions with slow internet speeds.

"While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users."
"One area of improvement is the customization options for cloud storage."
"Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure."

ROI

TalkDesk has significantly improved call efficiency and customer satisfaction, resulting in operational cost savings and quicker issue resolution. Many users highlight enhanced agent productivity with better metrics and reporting capabilities. Its user-friendly interface and integration with other tools have streamlined workflows. Usually, implementation and setup were smooth, further supporting time savings and reducing the need for extensive training. Increased customer retention rates indicate positive financial impact.

Pricing

TalkDesk pricing varies based on feature sets and business needs. Enterprise plans start at $65 per seat monthly, offering advanced analytics, reporting, and integrations. Users report that TalkDesk provides competitive pricing, especially for larger teams requiring scalable solutions. Custom quotes and flexible pricing options are available for businesses with specific needs, ensuring tailored solutions.

"TalkDesk's pricing is with the investment."
"If we need less number of licenses, the pricing will be high."

Popular Use Cases

Users utilize TalkDesk for managing inbound and outbound calls, IVR, executive campaigns, and quality management. It enhances customer experience, operational efficiency, agent productivity, and business improvement. It supports call centers for donations, text messaging, automation, system integrations, and social media. Companies use it for developing applications, agent transfers, and payment processing. Call center agents use TalkDesk for communication and telephony.

Service and Support

TalkDesk's customer service and support experiences are mixed. Some praise their support team's responsiveness, scoring them eight or nine out of ten. They find the technical support team very supportive and easily contactable. Others find the support response times long and occasionally need to handle issues themselves. TalkDesk offers flexible support plans that include dedicated solution architects or customer engagement managers for a fee.

Deployment

Users found TalkDesk's initial setup easy and user-friendly. Deployment time varies based on complexity, from a few days to several weeks. A consultative approach with clear requirements expedites the process. TalkDesk handles maintenance, reducing user burden. Users appreciated the good support and regular updates. While setup might involve manual adjustments, particularly for API calls, the transition from legacy systems can require additional steps. The process benefits from engagement with TalkDesk’s consultants and designated project managers.

Scalability

TalkDesk is highly scalable, rated eight or nine out of ten. Organizations range from 120 to 3,000 users with seamless scalability. Cloud-based CCaaS allows easy scaling to meet business demands. Rapid user expansion from 50 to 150 agents within six months is manageable. TalkDesk handles growth seamlessly, requires minimal technical effort, and efficiently supports increasing users and data. Users praise its scalability compared to competitors like RingCentral.

Stability

Most users find TalkDesk to be stable and reliable, with few reports of outages or performance issues. Some experienced minor glitches or heavy latency, but these were rare and quickly resolved. The platform's geographic distribution ensures reliability. Stability ratings varied, with some giving it a six or seven out of ten, and others rating it as high as nine. Changes in status during breaks caused minor stability concerns for a few users.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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Learn more about TalkDesk

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.