Talkdesk

Talkdesk

par Talkdesk

Qui utilise Talkdesk ?

Le marché cible est constitué d'entreprises de toutes tailles, centrées sur les clients, qui cherchent à améliorer l'expérience client grâce à des interactions plus personnalisées et plus axées sur les données.

Description de Talkdesk

Talkdesk est un logiciel pour call centers basé sur le cloud de nouvelle génération qui vous aide à communiquer avec vos clients. L'interface conviviale offre des fonctionnalités robustes avec des fonctions avancées, un reporting complet et des intégrations fluides grâce à plus de 25 outils métiers permettant aux équipes de vente et de service d'avoir des conversations personnalisées et efficaces avec les clients.

Informations sur Talkdesk

Talkdesk

http://www.talkdesk.com/

Fondé en 2011

Prix de Talkdesk

Talkdesk n'est pas disponible en version gratuite et ne propose pas d'essai gratuit. Voir plus d'informations concernant le prix de Talkdesk ci-dessous.

Version gratuite

Non

Essai gratuit

Non

Déploiement

Cloud, SaaS, web

Mobile (iOS natif)

Formation

Formation présentielle

Formation en ligne en direct

Webinaires

Documentation

Ressources d'aide

Service de support permanent (réponse directe)

En ligne

Talkdesk - Fonctionnalités

Call Center Software
Centre d'appel mixte
Centre d'appels entrants
Centre d'appels sortants
Chat en temps réel
Enregistrement des appels
Gestion de la remontée des problèmes
Gestion des campagnes
Gestion des listes d'attente
Journalisation des appels
Mode progressif (progressive dialer)
Numéroteur manuel
Numéroteur prédictif (predictive dialer)
Rapports et analyses
Scripts d'appel
Serveur vocal interactif (SVI)
Archivage
Bookmarking des enregistrements
Enregistrement d'appel vidéo
Enregistrement des activités de l'écran
Enregistrement des appels distribués
Enregistrement découlant d'un événement
Enregistrement planifié
Enregistrement à la demande
Partage des appels
Récupération instantanée
Transfert de fichiers
Centre d'appel
Enregistrement des appels
Gestion des enquêtes
Journalisation des appels
Messagerie vocale
Personnalisation de la voix
Prise en charge de plusieurs scripts
Routage des appels
Saisie téléphonique
Synthèse vocale
Automate d'appel
Gestion des centres d'appel
Gestion des contacts
Gestion du télémarketing
Numéroteur prédictif (predictive dialer)
Rapports et analyses
Reconnaissance SVI et vocale
Suivi des appels
VoIP

Avis sur Talkdesk

Afficher 5 avis sur 563

Note globale
4.6/5
Facilité d'utilisation
4.7/5
Service client
4.6/5
Fonctionnalités
4.5/5
Rapport qualité-prix
4.5/5
Vladimir P.
Tech Svs TL
Services financiers, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
  • Overall Rating
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Likelihood to Recommend
    10/10
  • Provenance de l'utilisateur 
  • Publié le 12/03/2019

"User-friendly and easy to use"

Commentaires: 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.

  • Provenance de l'utilisateur 
  • Publié le 12/03/2019
Valdrin T.
IT Engineer
Restaurants, 501-1 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Overall Rating
    4/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    4/5
  • Support client
    5/5
  • Rapport qualité-prix
    4/5
  • Likelihood to Recommend
    7/10
  • Provenance de l'utilisateur 
  • Publié le 19/03/2019

"Easy to set up and feature full contact center"

Commentaires: Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Avantages: The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves. Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Inconvénients: The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience. The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

  • Provenance de l'utilisateur 
  • Publié le 19/03/2019
Utilisateur vérifié
Customer Support Representative
Logiciels, 501-1 000 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Overall Rating
    4/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    4/5
  • Support client
    Unrated
  • Rapport qualité-prix
    Unrated
  • Likelihood to Recommend
    8/10
  • Provenance de l'utilisateur 
  • Publié le 09/02/2020

"Talkdesk with Weave"

Commentaires: We use it for all of our inbound calls for our company and rely on them heavily

Avantages: We use Talkdesk for all of our Customer Support calls for Weave. We are able to log notes and dispositions to help us categorize and follow-up on all of our calls.

Inconvénients: Sometimes the Talkdesk caller gives an error of fetching data and won't allow you take any inbound calls. You have to reload the software each time but that seems to solve the error.

  • Provenance de l'utilisateur 
  • Publié le 09/02/2020
Nicole J.
Founder
Hôtellerie, 2-10 employés
Temps d'utilisation du produit: plus d'un an
  • Overall Rating
    4/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    4/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Likelihood to Recommend
    9/10
  • Provenance de l'utilisateur 
  • Publié le 11/12/2019

" More than your Average Dialer"

Commentaires: 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.

  • Provenance de l'utilisateur 
  • Publié le 11/12/2019
Utilisateur vérifié
CEO
Internet, 13-50 employés
Temps d'utilisation du produit: plus d'un an
  • Overall Rating
    1/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    Unrated
  • Support client
    1/5
  • Rapport qualité-prix
    1/5
  • Likelihood to Recommend
    Unrated
  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 06/11/2015

"Worst experience we had "

Commentaires: 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.

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

Inconvénients: 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.

Réponse de l'éditeur

envoyé par Talkdesk le 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.

  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 06/11/2015