Talkdesk

4,5 (729)
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C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.

Note globale

4,5 /5
(729)
Rapport qualité-prix
4,5/5
Fonctionnalités
4,4/5
Simplicité d'utilisation
4,7/5
Support client
4,6/5

93%
des utilisateurs recommandent cette application
Classer par

729 avis

José
José
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 10.0 /10

Très excellent

Publié le 18/10/2023

Très bon

Très bon

Avantages

Talkdesk permet la téléphonie, enregistre les appels

Inconvénients

Les appels enregistrés sont difficiles à être retrouvés

Oluwa Locheyi
Oluwa Locheyi
Note globale
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 9.0 /10

Talkdesk : un logiciel de centre de contact

Publié le 22/10/2023

Avantages

Talkdesk est un logiciel qui me permet de communiquer avec mes clients et mes partenaires. Il permet de gérer le service client, d'automatiser, de suivre et d'enregistrer également des appels téléphoniques.

Inconvénients

Talkdesk ne présente pas d'inconvénients pour mon usage depuis un bon moment.

Hermann
Hermann
Note globale
  • Secteur d'activité : Développement et commerce international
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant Essai gratuit
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Moyen de communication

Publié le 11/11/2023

Avantages

Talkdesk est un logiciel très spécial et efficace permettant de communiquer avec les clients et les autres entreprises. C'est très efficace.

Inconvénients

Je n'ai pas de problème avec ce logiciel depuis que je l'utilise.

Mariam
Mariam
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Good for monitoring and quality checking

Publié le 06/05/2022

It is good for UX side. It helps several KPIs to resolve.

It is good for UX side. It helps several KPIs to resolve.

Avantages

You can track calls in live and after. It is user-friendly. Easy to use.

Inconvénients

It would be better if it had more easier ways to solve some issues, but overall ticket resolving is good and fast. Sometimes it has issues that we could not make cakls but it is resolved soon after reporting.

Robert
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Why we chose Talkdesk

Publié le 14/08/2019

Overall, it has been a positive and pleasant experience. They are always responsive, always open to...

Overall, it has been a positive and pleasant experience. They are always responsive, always open to feedback and will go the extra mile to assist with special requests.

Avantages

Ease of setup, the support provided, constant updates and integrations with other software and services. Constant updates from their development team on new features and services.

Inconvénients

Could use some additional features such as multiple dashboards to monitor multiple centers/ring groups

Alternatives envisagées 

8x8 Work

Pourquoi choisir Talkdesk 

Better performance, better features

Logiciel antérieur 

8x8 Work

Pourquoi passer à Talkdesk

Features, service package and features in development
Utilisateur vérifié
Note globale
  • Secteur d'activité : Biens de consommation
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 4.0 /10

Room for improvement

Publié le 12/02/2022

Avantages

The studio flow builder is my favorite part about the tool. It's very easy and dynamic – empowering an admin to create and edit their IVR without Support.

Inconvénients

I haven't been very pleased with Talkdesk as a VoIP solution. The integration with our ticketing system is very poor. Our agents have a fair amount of issues with logging in and the occasional dropped call, but that's do be expected when working remotely. Also their tech support is not the best, it requires a lot of back and forth and I find that I have to do all of the troubleshooting / figure it out on my own. Lastly, in order to listen to call recordings, you must have a Talkdesk account, as the recordings live in their system.

Alternatives envisagées 

Aircall, Genesys Cloud CX, Five9 et UJET
Amir
Note globale
  • Secteur d'activité : Gestion de l'enseignement
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Great experience so far

Publié le 22/07/2019

Avantages

We've had a pretty good experience with TalkDesk since we launched it a few years ago. We love the ease of configuration, the built in reports, the great user interface, and the modern design. We switched over from a legacy/long-time vendor that was reliable, but very difficult to customize or even to pull reports from.

Inconvénients

TalkDesk should do a better job recommending hardware for agents. We had to go through 3 different headsets before settling on a good one. We also did have some complications during on-boarding but this was a few years ago so I'm sure they improved their process.

Alternatives envisagées 

CXone Mpower

Pourquoi choisir Talkdesk 

Very difficult to customize or even to pull reports from.

Logiciel antérieur 

CXone Mpower
EULOGIO
Note globale
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

Great sound quality... Admin page has room for improvement.

Publié le 14/09/2020

Avantages

What I like the most about TalkDesk is the functionality and seamless integration between the Talkdesk bar and Salesforce. Being able to pull up a lead's file in Salesforce through the TalkDesk bar is such HUGE timesaver!!!!

Inconvénients

Being in a call center where we connect potential clients with our real estate agents located all throughout the country, it is crucial to have quick access to our agent's personal phone #'s. We haven't been able to add, delete, or update any phone numbers to our "Favorites" list (serves as our internal phone directory) for a couple of weeks now and it doesn't seem like like any solutions are on the way

Kerri
Note globale
  • Secteur d'activité : Immobilier
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Talkdesk was there when we needed it

Publié le 14/09/2020

Easy to use, with the options to expand and customize TD to your needs.

Easy to use, with the options to expand and customize TD to your needs.

Avantages

I really like how Talkdesk allows you to view and customize the reporting section of the site. You are able to see the statuses of your agents and the number of calls coming in, response times, etc. Having a dashboard so visibly appealing and easily usable is fantastic.

Inconvénients

I do NOT like that you cannot put a client on hold. You have to mute them before finding the number to transfer them. Super frustrating.

Martin
Note globale
  • Secteur d'activité : Emballage et conteneurs
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 0.0 /10

RIP Off!!!

Publié le 10/09/2019

Took forever to get working. After having issues with call quality, talkdesk just shrugs it off....

Took forever to get working. After having issues with call quality, talkdesk just shrugs it off. They do not work for you! They say they are "on it" but don't do anything to help!

Avantages

It all sounds amazing, when you get it. But when you try and use AutoDialer. That doesn't work for nothing.

Inconvénients

Price is WAY over value. For a small business, this is NOT a good option! Call Quality is horrible! They tell you to fix it one way, and it gets way worse! It was my decision to get this, and was a really bad mistake!

Pourquoi passer à Talkdesk

I thought it has better features, but it sure doesn't work well! Im not happy with it at all!
Steven
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Talkdesk Review

Publié le 14/08/2019

Good product, always improving, good customer service, easy to rollout and administer.

Good product, always improving, good customer service, easy to rollout and administer.

Avantages

App can be used from anywhere and allows our servicedesk to be mobile and take calls from anywhere. Always listening to feedback for future features. Good call quality.

Inconvénients

Features can take a while to roll out even when promised by a certain date. Reporting could be more robust.

Twinnie
Note globale
  • Secteur d'activité : Santé, bien-être et fitness
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Most powerful and efficient telephone software

Publié le 27/08/2019

Love this software can calculate calls to monitor the volumes

Love this software can calculate calls to monitor the volumes

Avantages

Have automatic option to call patient back when miss a call

Inconvénients

There's nothing I don't like bout this software

Milton
Note globale
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Popular features

Publié le 17/08/2020

The service and support is great and we have many features that we can integrate but require too...

The service and support is great and we have many features that we can integrate but require too much time and effort to realize

Avantages

The call recording and advanced features such as voice analytics, AI, easy building IVR etc....

Inconvénients

The integrations with customer devices GW's, PSTN, etc... is hard to do it and require expert talkdesk integration and services. Also any integration require too much time to quote and deploy.

Alternatives envisagées 

CXone Mpower et Alvaria CXP

Pourquoi passer à Talkdesk

The business model let us growth organically without to much investment at front
Quishea
Note globale
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Great Software, A few bugs but things are getting better

Publié le 15/02/2023

Avantages

I love how easy this app is to use. I use Talkdesk daily in a healthcare call center setting. The calls come through smoothly. They are easy to disposition and listen to. I really enjoy using this service.

Inconvénients

It is sometimes glitchy. Agents at my current job have had calls come through while they were on a call. It also lags when it is ringing, this could be due to high call volumes.

Heather
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

One of the best software for call recordings and clear calls.

Publié le 05/02/2023

My overall experience was not that great especially with call distribution but with a few improvemen...

My overall experience was not that great especially with call distribution but with a few improvements talkdesk could work better or even the best.

Avantages

The most impactful feature for me is the clear call and call recording. You will be able to track your calls and missing recordings in no time.

Inconvénients

Not fair call distribution. Only one agent that is on the priority list is getting the calls

April Jae
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

Talkdesk: A review to help you

Publié le 01/02/2023

Overall, it is an easy tool to use and manage. However, at times, it does not generate the ticket...

Overall, it is an easy tool to use and manage. However, at times, it does not generate the ticket associated with the call being received.

Avantages

Talkdesk is easy to use and navigate especially at taking calls and easy for administrators.

Inconvénients

Talkdesk, at times, does not equally distribute calls to agents.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

The Future is Bright

Publié le 02/12/2021

Overall, Talkdesk is fantastic. They might lack some bells and whistles that some of the competition...

Overall, Talkdesk is fantastic. They might lack some bells and whistles that some of the competition has but they move quick and are willing to work with their customers and get their feedback.

Avantages

I love the focus on ease of use without missing out on any features or power. It's all cloud-based so it's easy to deploy and ensure that your contact center is prepared for the future.

Inconvénients

They do often get ahead of themselves when it comes to marketing features that aren't ready yet. They do great on vision but sometimes they roll out that vision before the product is ready. This means you might be getting sold something that isn't fully baked.

Nicole
Note globale
  • Secteur d'activité : Hôtellerie
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

More than your Average Dialer

Publié le 11/12/2019

My experience was overall positive. There were some points that I was completely upset with the...

My experience was overall positive. There were some points that I was completely upset with the program, but that was only because I really needed to power through some dialing lists and TalkDesk was slowing down my momentum. (Which again, I know they are fixing )

Avantages

Talkdesk has a vast number of pros than meets the eye. I originally started using talk desk simply because I needed a dialer that would hook up to my Salesforce. There were a few other options I was weighing but Talkdesk had the most features. It's great for people who are rapid dialers because you can load playbooks, and just smile and dial. It's also awesome for mail-merges if you need to send out a quick email to a select group of your pipeline.

If you are not fond of organizing your leads through SalesForce, you do have the option of working solely out of TalkDesk; you can create tasks to call, events, and add notes that will automatically populate into your salesforce.

They are a newer company that is always willing to hop on a call to troubleshoot and are open to feedback.

Inconvénients

Not all dialers come issue free. My major qualm with using TalkDesk was that it never allowed you to work out of an account, and only contacts. This made it difficult for me to track who I was dialing if I was solely working out of Talkdesk.
The other issue (Which I know they are fixing) is how the screen pops up when you are using Talkdesk as a click-to-dial feature in Salesforce. I hate having to click more than I need to just to make a call, and it burdened me when I was trying to power down my list.

Jessamine
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Good Value

Publié le 01/02/2021

Overall, TalkDesk is a wonderful product. Its simplicity and ease of use at the user level makes it...

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. While I would like to see some changes to StudioFlow and other Administrator functions TalkDesk still offers one of the best VoIP systems currently available for the price.

Avantages

The Talkdesk interface is a fairly easy system to navigate. From a user perspective, the software makes it simple to answer and transfer calls using a Web Widget. From a management/admin perspective, the software data analytics interface has become more robust in the last year which allows us to have more key insights into agent productivity and how we are interacting with our customer base.

Inconvénients

The new studio flows are not user intuitive. I wanted to love them but the support guides for setting them up were not really helpful and it took hours of troubleshooting to get them going. There have also been more frequent outages with TalkDesk over the last couple of months. We have never had issues with downtime with TD prior to this.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Perfect tool for growing Support Team

Publié le 24/03/2018

Avantages

Very customizable. You're able to set up the tool to integrate with your other Support platforms very easily. 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.). You an set up almost any requirements that you want for how long to ring, how long to be on hold, etc.

Inconvénients

Reporting isn't as strong as it should be. Talkdesk is gathering huge amounts of data about customers, call patterns, etc. I would love to see more predictive suggestions. For example, "This time last year you had a higher than normal call volume. We suggest you have more agents on standby." We have to export the data to Excel to analyze.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Internet
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Fairly innovative company, not perfect but who is

Publié le 19/01/2018

Avantages

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.

Inconvénients

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.

Tarell
Note globale
  • Secteur d'activité : Externalisation/délocalisation
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Easy to use

Publié le 20/06/2022

My overall experience with helpdesk was ok we had some challenges. I think you guys should look...

My overall experience with helpdesk was ok we had some challenges. I think you guys should look into making an update with the logging feature.

Avantages

I love how it provides a detailed breakdown of an agent performance at a given time.

Inconvénients

I really think you guys should include a time stamp so it's easier to log, track and review interactions.

Vladimir
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

User-friendly and easy to use

Publié le 12/03/2019

It helps a lot with the proper call distribution, which is crucial for multi-language support. In...

It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot.

Avantages

The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines.

Inconvénients

Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels.

Roman
Roman
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Talkdesk for users

Publié le 21/04/2020

overall, my experiences has been exemplary with talkdesk as we're able to integrate this with...

overall, my experiences has been exemplary with talkdesk as we're able to integrate this with zendesk which is a huge plus

Avantages

ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app

Inconvénients

sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 6.0 /10

A decent and pleasant experience with TalkDesk

Publié le 30/10/2019

My general perspective of Talkdesk is positive! However, due to the amount of times that my out...

My general perspective of Talkdesk is positive! However, due to the amount of times that my out going calls get disconnected, it may stop me from being a fully advocate for Talkdesk.

Avantages

I really appreciate how user friendly Talkdesk is. I feel very comfortable navigating my way through the system anytime I'm making my calls or looking for previous calls. It provides clear information while also making it easily accessible for you to find that information. Talkdesk is very easy to use in any work environment and something you can learn to pick up very quickly!

Inconvénients

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. Sometimes more than once a day. I have found that this usually tends to happen when I am making calls rather than receiving them.