
Talkdesk
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710 avis

- Secteur d'activité : E-learning
- Taille de l'entreprise : 1 001–5 000 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 10.0 /10
Great tool for international companies
Publié le 20/05/2020
The benefits we have realised is that we can work easily with a big team and call across markets.
Avantages
The best features are the ones that our customer service and sales team use. The teams have to do calls on a daily basis and our customers are all over the world. We need to track our calls and make sure the experience with customers is the best we can offer. When we have new agents we use Talkdesk to listen to their calls and give them feedback.
Inconvénients
So far we had only one issue. One day where Talkdesk was done, but the customer service helped us quickly and made us a discount on the next month's payment because of the time the app was down.
- Secteur d'activité : Internet
- Taille de l'entreprise : 2–10 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
Powerful phone system, though focus shifting away from startups
Publié le 05/05/2020
We needed a phone system which allowed our distributed team to take business calls on mobile numbers and not expose their personal phones. Talkdesk has empowered this use case, though we wish the apps were easier to use.
Avantages
Product is full featured, including full ability to call anywhere (including internationally), digital voicemail, contact management, calling from a browser, analytics and performance statistics, and integration with CRMs. You can also receive incoming calls via phone line rather than just via data connection. Many customization options including business hours settings, which phone lines to ring in certain circumstances, and a call tree builder are also helpful.
Inconvénients
For the longest time, Talkdesk did not have apps for iOS nor Android, but now it appears that they do as of October 2019. Even still, you need to activate the app via a technical support request, which is not a very user-friendly way to handle things. The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser. We've also noticed that the company's focus is shifting away from small customers and startups towards only enterprise customers, so the platform is not as easy to deploy or use for this segment as it was before.
Pourquoi choisir Talkdesk
Grasshopper was not connecting all calls, meaning a customer would call us and leave a message, yet none of our agents were never rang or notified. We haven't had this problem much with Talkdesk (though, not never).Logiciel antérieur
GrasshopperPourquoi passer à Talkdesk
Balance between cost and feature set- 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. 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!- Secteur d'activité : Services aux consommateurs
- Taille de l'entreprise : 501–1 000 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
Compelling Platform
Publié le 08/06/2022
Overall I'm happy with talkdesk, call quality is great, recordings are high quality and has no issues during playback. Administrator features are well designed. The only issue I have kind of frequently is searching for calls but I got used to it, so overall I'm pretty satisfied with Talkdesk.
Avantages
From user perspective, it's simple yet effective tool. Quality is great and all the calls are stored. Recording's never have any issues and the call quality is pretty good. From an administrator perspective, creating dashboards is a great feature to get an overall view. Coaching is also an amazing tool, allowing you to guide the agent through difficult cases.
Inconvénients
Lack of search function for the calls is one of the biggest pain points. You need to go through all the chats and find the one you are looking for, Instead of just having a search bar that would allow you to search calls to specific number. Other thing could be the issue with some providers, causing trouble to make calls,
- Secteur d'activité : Santé, bien-être et fitness
- 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
Talkdesk - One call away to a better conversation
Publié le 16/11/2022
Overall, Talkdesk is very efficient to use. Telephony system can be used as a stand-alone, unlike other telephony systems that still need to have a physical phone for it to work.
Avantages
As an Admin of this software, I really like the management system of Agents being added to the system. It's easy to manage them and the fields used are easy to understand. The search feature is really good making us Admins do our task to update a certain account easily.
Inconvénients
What I don't like here only is the telephony system integrated on the tool itself. Sometimes, it causes an issue due but this due to a browser update. Good thing that they have an App that we can install to avoid these issues.
- 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 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.
- Secteur d'activité : Internet
- Taille de l'entreprise : 51–200 employés
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
A fresh take on an old necessity
Publié le 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.
Avantages
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.
Inconvénients
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.
- Secteur d'activité : Comptabilité
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Probabilité de recommander le produit 10.0 /10
Good call center sodlution
Publié le 13/11/2022
No negative things about the use of this pleasant solution
- Secteur d'activité : Divertissement
- Taille de l'entreprise : 501–1 000 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
Full Experience
Publié le 25/09/2022
The talk 360 software gives me faster and secured connection when communicating
Avantages
The easy communication of the talk desk software has made my business activities running quickly the contact of staffs
Inconvénients
The talk desk software's use is like the previous phone contact software we use on our phones way back but it marketing should be improved to enable many uses which attracts fun, since it's a new software
- Secteur d'activité : Immobilier
- 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 10.0 /10
Easy to use
Publié le 20/10/2022
I use TD daily with my current roll and I am basically a cold caller full time. It is easy to save a disposition and track activities in each of our files.
Avantages
It works well with our other systems and very few glitches if any at all
Inconvénients
Sometimes the que doesn't always seem fair when our company was taking inbound calls, but that could be a user issue. Over all this is a very good software to use for what we do
- 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 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 X SeriesPourquoi choisir Talkdesk
Better performance, better featuresLogiciel antérieur
8x8 X SeriesPourquoi passer à Talkdesk
Features, service package and features in development- Secteur d'activité : Assurance
- 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 10.0 /10
Talkdesk everything you want with a clean UI/UX - CCaaS
Publié le 14/08/2019
OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs.
Avantages
The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike.
Inconvénients
Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution.
Alternatives envisagées
AircallPourquoi choisir Talkdesk
UI, UX, call quality, ease of use, reports, scalability, call routing, costPourquoi passer à Talkdesk
At the time talkdesk was way more robust and it has totally fixed our need so we don't need to worry about how others software's have progressed since then because talkdesk is continually improving.- 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
- Secteur d'activité : Automobile
- Taille de l'entreprise : 501–1 000 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 7.0 /10
Talkdesk
Publié le 13/08/2019
Overall it has been a good experience there are challenges we still face, but the talkdesk team is willing to work with us.
Avantages
Ease of use. This is a very easy to maintain product.
support responds within 24-48hrs.
Reporting features and integrations are fantastic.
It just works.
Inconvénients
No ability to webpop automatically only clickable url's.
Cost can be high for Enterprise licensing.
Alternatives envisagées
8x8 Contact CenterPourquoi choisir Talkdesk
We were making the jump to the cloud. Reporting features were not very good in Shoretel.Logiciel antérieur
MiCloud ConnectPourquoi passer à Talkdesk
Cost and reporting was better with talkdesk.- 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
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Talkdesk is the best in Class
Publié le 30/09/2019
Really positive. Talkdesk does a great job at listening to their customer needs in order to make a better product. That are fast with changes that benefit a wide net of their clients.
Avantages
We were looking for a CCAAS partner that would seamlessly integrate with Zendesk. We needed to have a full integration that allowed screen pops for agents to document tickets.
Inconvénients
In order to capitalize on reporting, you really need to have a serious excel background but once you have the data where it needs to be, the reporting is very powerful.
- Secteur d'activité : Bijoux et produits de luxe
- Taille de l'entreprise : 501–1 000 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 10.0 /10
Talkdesk for call centre
Publié le 08/04/2019
I was initially a customer experience agent. As an agent, I was using Talkdesk as a tool to communicate with customers and keep track of my performance.
I am now a manager and use Talkdesk daily in order to manage the workflow of my employees. Additionnally, I always use Talkdesk to have a detail view of the performance from the member on my team. Based on their data, I will be able to performing adequate coaching sessions.
Avantages
I like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow.
Inconvénients
I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it.
- Secteur d'activité : Services et technologies de l'information
- 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 9.0 /10
A fresh take on an old necessity
Publié le 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.
Avantages
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
Inconvénients
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.
- Secteur d'activité : Internet
- 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 10.0 /10
A painfree cloud contact center telephony solution
Publié le 13/03/2019
Our overall experience has been great. My managers are able to run their teams efficiently with real time dashboards, and I'm able to get the high level trends with scheduled reports.
Avantages
There was a time when most tools like this were aggravating in so many ways from set up to lack of meaningful reporting. Talkdesk is the opposite. They focus on the core value their product provides (an easy to implement, scalable contact center solution) and and make it better constantly. This isn't a company that makes pointless cosmetic changes to their interface to make their UI/UX people feel valued. Instead, the keep improving what a call center manager needs: swift integration, customization options that don't take a programmer to set up, and solid reporting options. Keep up the great work, Talkdesk!
Inconvénients
Although they offer a bevy of integrations with other tools there is not a lot of guidance when things get complicated. However, their knowledge base is quite extensive and the articles, unlike many "help" centers, are not 3,000 years old. Their customer support team is also top-notch and can handle most questions.
- Secteur d'activité : Vente au détail
- 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
- Probabilité de recommander le produit 9.0 /10
Talkdesk Review
Publié le 24/08/2020
Avantages
As simple as the Talkdesk system is, the thing I enjoy most is the practicality of the system as a whole. It is so efficient in terms of getting work done in a timely manner.
Inconvénients
As of this time, I have not experienced any cons.
Alternatives envisagées
8x8 X SeriesLogiciel antérieur
8x8 X Series- 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 10.0 /10
TalkDesk Has it Together
Publié le 07/05/2021
I think it is the best company out there because they do it right and clearly see their employees as assets.
Avantages
Their product is easy to use, comprehensive and a game changer. And their employees make the company.
Inconvénients
I wish they would add a ticket tracking system of their own with Talk, Email and Chat all in one rather than using integrations.
- 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
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Talkdesk
Publié le 27/08/2019
I really like talkdesk and it has helped improve our contact center
Avantages
The reporting for Talkdesk has helped our center improve. Since implementing talkdesk we have less calls that are abandoned and less people waiting on hold.
Inconvénients
There are times when the website goes down and it is hard to get support
- Secteur d'activité : Médias en ligne
- 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 10.0 /10
Why I love using Talkdesk
Publié le 20/03/2019
Using Talkdesk we as a company, are helping our partner with their daily issues or concerns. Our Customer service is glad that has this software on disposal because we don't want to provide our partners with a negative experience. It doesn't matter if we are on the phone for 5 or 50 minutes, the quality of the call is always to a high level.
Avantages
I love using Talkdesk mostly because is fast and I never had an issue with it. We are constantly doing outbound calls and receive inbound calls. It's perfect for online ordering companies. The calls will never drop and it supports our offices on a daily basis. Talkdesk statuses help us stay organized and know what people are working on throughout the day. Transferring calls is made easy with the warm transfer option and it's very cool and fast. Also, records contact names and voice recordings. But one of the best things is that can be integrated with Salesforce.
Inconvénients
From my personal experience, until now I've never faced an issue using the Talkdesk and that's why I don't have any least favorite features about this software. I honestly love it!!!!!!!!
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
Nightmare
Publié le 15/10/2019
My overall experience with Talkdesk has been anything but good. 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. I suggest to anyone signing up to please ask detailed questions and look at other services before you consider this phone system.
Avantages
Being able to have a cloud based system and being able to use Talkdesk wherever we want. Also, the ease of being able to pull reports, create phone lines, and setup voicemails/intros.
Inconvénients
The on-boarding process was a complete nightmare. The gentleman that helped us setup the software fed us nothing but lies when we started. He told us the features we were looking for could happen but when we started and I asked support it wasn't a possibility. Those features were the only reason we decided to move forward with Talkdesk in the first place. Also, we started the porting process in July and still working on getting numbers ported over and it's now October. It's been an overall nightmare working with Talkdesk and all of the issues we have experienced. I would never recommend this to anyone. We weren't even aware it wasn't compatible with google voice either. This we had to learn after the fact and lost clients because of this oversight.
- Secteur d'activité : Transport routier/ferroviaire
- 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 10.0 /10
Perfect for modern call centers
Publié le 31/10/2019
We use talk desk to manage our call queue for a modern support center
Avantages
Reliable, user friendly and allows us the ability to manage incoming calls and also gives admins options to review our teams work and listen into live calls
Inconvénients
Sometimes the software can go down but it’s pretty rare. They also have super responsive customer support
- Secteur d'activité : Produits alimentaires
- 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 9.0 /10
Excellent product and experience!
Publié le 29/03/2019
It allows us to do a lot of outreach both inbound as well as outbound. Then using the group call feature is a bomb.
Avantages
Talkdesk is super simple and easy to use and it allows for calls to be recorded, so there's no forgetting anything that happened and there is no misheard numbers and emails, since everything can be played back. The feature that allows trainers to be listening to calls while the calls are being made is also a great bonus when it comes to a rep's performance and feedback.
Inconvénients
Sometimes when an inbound call comes through, and the rep is on another call, it doesn't notify you immediately that there is a call missed/waiting.