Talkdesk Reviews 

I used TalkDesk in another company about five years ago and had nothing but positive things to say about them. When I started my own company, I was excited to work with them again and we were in desperate need of a robust telecom solution.

Throughout the sales process, I was assured that the system would be capable of handling the needs of our business. Unfortunately, this is far from the truth and the mobile solution is basically useless. In the past four months we have successfully accepted probably 10-15 calls from the mobile app while the rest of them never actually rang through to the phone.

The support process has been difficult and drawn out and once I decided enough was enough and asked to cancel the contract, there has been radio silence. This is a shell of a company from what I previously knew and I would strongly caution anyone from doing business with them.

Why the hell you guys are making updates every month . We have to learn how to use it every month from beginning.
STOP UPDATES, JUST STOP THEM STOPP STOOPPPPPPPP STOPPPPPPPPP.

The fact that we can't indicate that we are working after a call as long as we wanted is testicular cancer as well.

Emailed the team at talkdesk to confirm our renewal date, with the intention to cancel the service due to all our meetings and calls now being held via zoom, google meets etc and not needing the talkdesk service anymore.

On emailing I was met with a request to go onto their site and submit a ticket

Once I submitted a ticket, I was told I can't cancel until i've spoken to them on the phone and provided my feedback

On emailing back, saying i've not got time to go through the phonecall feedback, I just wish to cancel, I got a response back saying

"Yes, we will consider the cancellation of the service date.
However, in order. to process it, and since we highly value your feedback, we would like to understand what lead to you to cancel the services. Your opinion is extremely important and only that way we can improve our service :)

Additionally, we would like to ask you to consider to keep the minimum amount of licenses so you can use as your back-up system in case you'll have any service disruption with your new provider."

Trying to make it impossible to cancel!

So as they are so keen on feedback, here it is.

frustrating experience. we used talkdesk for only a few months. the best part of it all was during the sales process - once signed, it took several months and plenty of followup to actually engage with implementation. poor support, poor launch, would not consider them again.

Using this on a Mac, the application is called Callbar yet open a window with title Talkdesk.. It would be good to agree on one name and update the whole interface.
No way to select a specific headset/speakers/mic like it is the case on zoom, webex, teams, and pretty much any communication tool. Also the app does not keep track of any history, so you better screenshot the app in case the phone calls drops because otherwise there is no way to find what was the number for the previous caller.

Good ideal, really poor execution. Most things in life you usually end up needing support, or repair, I understand that. Your car, your house, computer, software, it happens. What is not acceptable is how long it takes their support to even acknowledge an issue much less resolved it. Counting down the months until our contract is over.

Talkdesk is a horrible company, top to bottom. The experience started with our professional services implementor telling us he is unfamiliar with Salesforce, even though we purchased TD for Salesforce integration and the SOW included the Salesforce implementation. It just kept going downhill from there.
Calls would randomly not be logged to Salesforce without warning and since there is no error logging, no way to know or debug it. We created an automation to create Cases for voicemails. This wouldn't work when the TD Contact was a SF Lead because TD was stuffing the Lead into the Case.Contact field. When I described this as a "software defect" the middle-level gopher at Talkdesk took offense and insisted it's just a feature they haven't implemented yet. Their product sucks, and their people are worse. STAY AWAY! You've been warned.

Baraging with unsolicited emails - spammers - avoid

Plagued by issues from day 1. Caller ID still rarely works and during the COVID pandemic they refused to reduce our licenses despite having laid off 50% of the team using the application. Customer service at it's finest here!

Poor service. Talkdesk turned off my account, without my permission or instructions.

This is not advanced technology if you have a multi- channel integrated call center. Months after launch, TD still cannot figure out how to stop calls from being delivered to agents while they are on another live agent interaction. Reporting is poor, collects all the raw data, but to provide client ready reports is a very manual waste of time. We paid for the higher SLA and support packaging, but the launch/CSM team and technical support teams are either understaffed, inexperienced or just unwilling to assist in a timely manner. I would not recommend this company to anyone managing a multichannel, multi-program, integrated environment.

Works well new mobile app is exciting for remote employees for easy phone call transfer. Great app

The call quality is bad 50% of the time ( we are a SaaS company spread worldwide ).

For every customer success ticket related to call quality you blame it on the WiFi usage of the customer. That's ridiculous in 2020 to think that the majority of your users have call quality issues, due to their WiFi.

To me , personally after experiencing 2 diallers, the main issue is your network providers or local hubs - something that you refuse to be transparent & honest about.

Talk desk is a great tool for our company. Customer service is always available and ready to help. We are able to manage the calls easily with the friendly and adjustable dashboard. Reporting is good but confusing at times since many of the different filters can mean different things.

TalkDesk is pretty user friendly and has great functionality! Once they resolve the lagging on the site, the app will be really great.

Talkdesk has made our jobs much easier. I recently took the talkdesk academy and was able to learn more about reporting and navigating TD. The videos were clear and very helpful!

It's a great tool that you can use if you need to be in constant comunication with your clients, however, sometimes it has connection issues

The connection is very good, the application is user friendly and a great tool for all everyday communications.

What started so promising has ended up being a daily battle with a very poor support team/set up.

Telephony wise it’s up there with some of the best contact centre systems, reporting has regressed though unfortunately.

Omnichannel - don’t bother. It has the worst live chat system and they have no idea how to fix things that go wrong with it.

They were into something good then they lost it.

The connection is very good and I do NOT face any issues such as losing a call.