Talkdesk  

Avis sur Talkdesk

Talkdesk

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

4.34/5 (43 avis)
4 143     10 706

Talkdesk is the world's leading browser-based contact center solution that helps businesses around the world build stronger customer relationships. Trusted by Box, Shopify and thousands of other leading customer-centric companies, Talkdesk empowers agents with a 360-degree view of a customer.

The Talkdesk solution allow companies to:
- Have more personalized conversations with customers and prospects
- Improve team productivity and efficiency
- Make data-driven decisions to improve business KPIs

Talkdesk offers seamless integrations with business tools such as Salesforce, Zendesk, Slack, Desk.com and 20+ other leading applications. With hundreds of customizable features including automated workflows, live reporting and skills-based routing, Talkdesk is the ideal contact center solution for businesses of all sizes.
www.talkdesk.com

Talkdesk Reviews (43)

Latest reviews

 Good solution with a lot of potential.

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. So far the overall experience has been great, Talkdesk has proved to be more dependable and easier to use. ...

Read the full review
Reviewed 22 juin 2016 by Eli Martinez

 

 A fresh take on an old necessity

There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. Talkdesk is the relatively newcomer to the cloud call ...

Read the full review
Reviewed 21 juin 2016 by Kenneth Knoll

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Category Leaders

Avis
Intégrations
Mobile
Media
Sécurité

#2 sur Call Center

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Ce classement résume les 25 applications les plus populaires sur GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Captures d'écran (6)

Talkdesk screenshot: Talkdesk Customer Activity FeedTalkdesk screenshot: Talkdesk Historical Reporting DashboardTalkdesk screenshot: Talkdesk Live Reporting DashboardTalkdesk screenshot: Talkdesk for Salesforce Talkdesk screenshot: Talkdesk for ZendeskTalkdesk screenshot: Talkdesk Callbar

Sécurité

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
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Spécifications

Utilisateurs types
Grands Comptes (> 500 salariés), Moyennes PME (50-499 salariés), Petites PME (<49 salariés)
Supports compatibles
Mac, Windows, Web
Géographies
Canada, États-Unis
Langues
Anglais
Support
Assistance en Ligne, Base de Connaissances, FAQs, Forum, Téléphone, Tutoriels Vidéo

Tarifs

À partir de: $45.00/mois
Modèle: Abonnement, Essai Gratuit

More information on pricing tiers can found at www.talkdesk.com/pricing

Competitors Pricing

Connect First

Modèle: Abonnement

SolusOne

À partir de: $29.00/mois

Les utilisateurs ayant visité Talkdesk ont également visité

Fonctionnalités

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

Bénéfices

Boost agent efficiency - Leverage 25+ out-of-the-box integrations with top business tools to help you streamline the call process and consolidate customer information.

Make data-driven decisions - Talkdesk’s historical and real-time reporting allows teams to easily identify trends in key metrics and detect performance inconsistencies before they become widespread.

Deploy with lightning speed - Set up your contact center in days, not weeks, and ensure agents can ramp up quickly with Talkdesk's sleek and intuitive interface.

Alternatives à Talkdesk

Analyse Produit

Talkdesk is a browser-based call center software with out-of-the box functionality that helps businesses improve their customers’ experiences while reducing operational costs. Talkdesk readily integrates with third-party business tools like Salesforce, Zendesk, Shopify, Magento, and Bigcommerce for a more seamless information flow between applications and can be set up for use in as little as five minutes.

Unlike traditional call centers requiring costly upfront investments and long setup times, with Talkdesk, all that’s needed is a computer and a working Internet connection – no phones, hardware, coding, downloads, or long-term contracts to fret about. Some of the app’s core features include enhanced caller ID, built-in integration with commonly-used business tools, call monitoring, real-time and historical reporting, and automated tasks.

Qu'est-ce que Talkdesk ?

Talkdesk is an enterprise-grade call center software that carries all the necessary tools to integrate an entire call center operation in a single system: Interactive Voice Response (IVR), Automatic Call Distributor (ACD), call recording, voicemail, call queues, international numbers, advanced routing, call monitoring, comprehensive reporting, personalized messages, and so on.

With just one click, Talkdesk integrates with business tools such as Zendesk, Salesforce, Desk.com, and Olark to show comprehensive information about the caller as the phone rings, ensuring all customer interactions are personalized. In lieu of a mobile app, inbound calls can be forwarded to a mobile phone using their forward-to-phone feature. Additionally, when requested, Talkdesk can activate Session Initiation Protocol (SIP) for your account and generates the necessary agent credentials so phone calls can be made and received via mobile.

Fonctionnalités Clés

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.

Intégrations

Aside from an available API, Talkdesk has ready-made integrations with CRM apps such as Salesforce, Highrise, Infusionsoft, RelateIQ, Nimble, and Pipedrive, ecommerce platforms such as Bigcommerce, Magento, and Shopify, help desk solutions such as Zendesk, Desk.com, Freshdesk, and Help Scout, live chat software like Olark, LiveChat, and Userlike, and more. New integrations are added every week.

Tarifs

Talkdesk offers three pricing options: The Regular package at $29 per agent per month, if billed annually, supports basic call center functionality and can be used by up to five agents. The Pro account costs $49 per agent per month, also if billed annually, carries all Regular account features plus call barging, conference calling, and app integrations.

Enterprise, priced at $99 per month for an annual subscription, supports all Pro features and includes advanced functions like custom daily reporting, dedicated account manager, and phone support. Talkdesk also provides telephony (using Twilio) and charges a price per minute starting at $0.02 per minute for inbound calls and $0.03 per minute for outbound calls. Customers can also use BYOT (bring your own technology) if they prefer.

In addition to a free trial, a free live demo can also be requested.

Conclusion

  • Highly customizable browser-based call center software to improve customer service at a fraction of the cost that traditional call center software solutions require
  • An entire call center software solution in the browser: IVR, skills-based routing, waiting queues, agent and team voicemail, personalized greetings, email notifications, forward-to-phone, and more
  • Can be set up in as little as five minutes
  • Has built-in one-click integrations with business tools like CRM, help desk, chat, and ecommerce apps for task automation
  • Integrates with a dial pad inside of Desk.com, Zendesk, and Salesforce so agents can easily make and receive calls from within the applications

Vidéo

Alexander Brunst

Questionable business practices

31/01/2017

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.

Pour

Relatively stable call solution

Contre

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

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Recommendations to others considering Talkdesk

Don't go with this provider.

Source: Software Advice
Helpful?   Oui   Non
Read more
chad  Fletcher

Awesome Salesforce Integration

16/12/2016

We are currently testing out TalkDesk for our new softphone solution. We love how deeply it integrates into Salesforce. It's also convenient that there is a stand-alone application and a plugin that you can use while logged into Salesforce.

Pour

Great salesforce integration (workflows & triggers can be setup). It has a standalone app and salesforce app.

Contre

Pricing is based per user which can get expensive.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Oui   Non
Read more
Brian Muehlher

Works Great

14/11/2016

The product functions as expected. Very satisfied!

Pour

Ease of use

Contre

Price

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Talkdesk

Definitely recommend it!

Source: Software Advice
Helpful?   Oui   Non
Read more
Joel Denny

After 1 month

07/10/2016

I highly recommend paying for implementation support. After 1 week of working through installation and integrating with our helpdesk, we were up and running smoothly. Metrics have lived up to hype. Real-time is awesome.

Pour

Ease of use, analytics

Contre

Hard to implement on your own

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Talkdesk

Pay for implementation support

Source: Software Advice
Helpful?   Oui   Non
Read more
Jesse Mixon

Great product, but lacking some features we need.

07/09/2016

Pour

SUPPORT! Your support team was able to help me with my issues quickly and with a professionalism that I feel is almost unmatched. A breath of fresh air in an era of nightmarish phone menus. The software is intuitive and the ease of data input is also a big win for our organization.

Contre

The lack of features is really something that makes me weigh my options when it comes to Base vs other CRM's. It has proven difficult to scale as our business increases. So while Base has proved to have limitations in our situation, had we remained small, it might not have been such an issue?

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 1-2 years

Likelihood to recommend

8/10

Recommendations to others considering Talkdesk

Try to look at your future. Evaluate first how the software works as a standalone, and then how well it works with YOUR specific situation/process. Just because a hammer isn't ideal for opening a can of soup, doesn't mean it can't be the perfect tool for someone else. Try to judge it by those standards.

Source: Software Advice
Helpful?   Oui   Non
Read more
Adam Donovan

Good idea, poor execution

01/09/2016

Pour

The thing that really drew us towards talk desk was the amount of softwares they integrated with. The sales person that onboarded us was extremely helpful and friendly. The site was very clean, and calls were very crisp and clear.

Contre

At all times there was 5 second delay, the integration with helpscout created more work than it alleviated. The fact that all call were recorded seemed to creep out our customers (I understand it can be turned off, but I'm not sure why we would pay for the software when we weren't going to use.) Most issues we had seemed unsolvable by the support team. having everything launched through browser was messy at times when we needed to clear caches or had internet crashes.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Likelihood to recommend

7/10

Recommendations to others considering Talkdesk

They offer demo periods where you can use credits, I would suggest you use this demo period.

Source: Software Advice
Helpful?   Oui   Non
Read more
Taylor Hansen

Phone Call Recording!

25/08/2016

Pour

This product has seamless call recording, which is why we initially tested this software out. We were also looking for a quality software that could stream in calls over the wifi in our office. The reports are pretty impressive to. We really wanted something that would help our team gauge how many reps we needed on the phone to support the inflow of support calls.

Contre

The hardest piece for our team is the price point. The quality of the calls isn't that much greater to some of the competition and it's really hard to justify the cost for call recording. If more integration capabilities were added, the value add would increase exponentially!

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Likelihood to recommend

8/10

Recommendations to others considering Talkdesk

Make sure your call center integrates with your CRM and Email client. Having every aspect of your customer communication end up in one place is key to make sure your team doesn't drop the ball! Unless your team crucially needs to record calls for training purposes, you may avoid it, as the added feature may cost you.

Source: Software Advice
Helpful?   Oui   Non
Read more
Amber Stacey

Great product

22/07/2016

Pour

Easy to navigate, great customer support team, love the visibility for our agents and managers alike.

Contre

Onboarding was a bit lengthy, but other than that I would highly recommend!

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Likelihood to recommend

10/10

Recommendations to others considering Talkdesk

I would definitely use Talkdesk if you're a data-driven company.

Source: Software Advice
Helpful?   Oui   Non
Read more
Dachelle Kane

Perfect Software for our needs!

21/06/2016

We switched over to Talkdesk from a standard Voip provider and I couldn't be happier. We're a smaller company with several needs and we've been able to meet them all with Talkdesk. 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. I'm so glad we found Talkdesk.

Pour

It's easy to integrate into our ticketing system. Live calls and queues are easy to see so that we can modify available agents. Modifications to available agents, greetings, voicemails, extension routing as well as the way the systems are integrated are so simple and quick. Prompt and excellent customer service. Our account manager is amazing as well.

Contre

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

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 6-12 mois

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Oui   Non
Read more
Kenneth Knoll

A fresh take on an old necessity

21/06/2016

There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. 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. After all, your phone system in nothing on which you can take a gamble. As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Pour

1. A wide array of out of the box integrations with other widely used platforms 2. Great customer success management 3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists. 4. Lots of opportunities to share feedback and participate in new beta offerings 5. Good value for the price per seat 6. Effective as a cross-company phone solution, both for call center and non call center staff

Contre

1. An API to an API. Because Talkdesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities. 2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 6-12 mois

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Oui   Non
Read more

Qui est l'utilisateur type de Talkdesk ?



  • Experience level: Beginner to advanced
  • Industry: Any industry where companies strive to deliver the best possible customer service to their clients
  • Business size: Midsize businesses to large enterprises
  • Departments/roles: Call center managers and decision-makers (VP of Customer Support, VP of Customer Success, VP of Sales, CIO, IT team, and CTO) and customer service representatives
  • Budget/point: Starts at $29 per agent per month, if billed annually
  • Example customers: Dropbox, Thumbtack, Handy, Caviar, and FiveStars
Voir l'Analyse Produit

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