Talkdesk Enterprise Cloud Contact Center


Logotipo do Talkdesk Enterprise Cloud Contact Center

 

661 avaliações (4,5/5)
 
Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD) and skills-based routing, callers are routed to the agent who is most qualified to meet the needs based on customizable data. Talkdesk displays the caller's name, image, contact information, purchase history and contact history in the agent's browser in real-time so they can personalize their conversations. The system automates tasks so a new profile is created whenever a new contact calls. When a call is missed, Talkdesk sends an email containing call data, a voicemail recording and a transcription. Managers and agents are also able to make data-driven decisions with call monitoring, call recording, and real-time and historical reporting. The system integrates with several different programs including InfusionSoft, Salesforce, Desk.com, Zendesk and Shopify. Price is per rep per month. Support is offered via knowledge base, email and phone.
 

Talkdesk Enterprise Cloud Contact Center - Historical Reporting
 
  • Talkdesk Enterprise Cloud Contact Center - Historical Reporting
    Historical Reporting
  • Talkdesk Enterprise Cloud Contact Center - Talkdesk for Salesforce
    Talkdesk for Salesforce
  • Talkdesk Enterprise Cloud Contact Center - Talkdesk Reporting
    Talkdesk Reporting
  • Talkdesk Enterprise Cloud Contact Center - Callbar
    Callbar
  • Talkdesk Enterprise Cloud Contact Center - Talkdesk Reporting
    Talkdesk Reporting
  • Talkdesk Enterprise Cloud Contact Center - Talkdesk Call Record
    Talkdesk Call Record
Sistemas operacionais compatíveis:
Mac OS, Navegador web (independente o SO), Windows 8

661 avaliações do Talkdesk Enterprise Cloud Contact Center

 

Cortney K. Especialidade: Imobiliárias Número de funcionários:  201-500 funcionários Número de funcionários:  201-500 funcionários

18/11/2019

18/11/2019

Fonte da avaliação: Capterra

TalkDesk is above the rest! - Cortney K

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TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Vantagens

The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Desvantagens

Sometimes the audio is best when connected via ethernet cable.

Maria M. Especialidade: Software Número de funcionários:  201-500 funcionários Número de funcionários:  201-500 funcionários

18/08/2020

18/08/2020

Fonte da avaliação: Capterra

Talkdesk app for Salesforce

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Vantagens

it was easy to implement and customize with the product

Desvantagens

The way it interprets data. You really have to dig and email the representative to get some of the metrics needed or interpret some. It shouldn't be that hard to get some metrics pulled up.

Veselina B. Especialidade: Varejistas Número de funcionários:  11-50 funcionários Número de funcionários:  11-50 funcionários

06/10/2020

06/10/2020

Fonte da avaliação: Capterra

Talkdesk - the better option for your business

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I use the software daily and have no issues what so ever.

Vantagens

The ease of use is great - there is no time needed to train new staff, you can log in and start working/calling straight away. The integration with CMR was easy too. You see all the information needed on the screen. The reporting is great and helps with assessing the staff performance. Transferring calls to other agents or external numbers is a child's play.

Desvantagens

Depending on the internet connection the quality of the calls is net perfect sometimes but I guess the internet provide is to blame.

Avaliador Verificado Especialidade: Internet Número de funcionários:  11-50 funcionários Número de funcionários:  11-50 funcionários

06/11/2015

06/11/2015

Fonte da avaliação: GetApp

Worst experience we had

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I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Vantagens

Nice app, nice design, easy to use, good quality of sound.

Desvantagens

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

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Resposta: Talkdesk 06/11/2015

We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.

Anthony G. Especialidade: Hotelaria Número de funcionários:  501-1000 funcionários Número de funcionários:  501-1000 funcionários

17/08/2020

17/08/2020

Fonte da avaliação: Capterra

My Talkdesk experience

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All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.

Vantagens

The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Desvantagens

I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature