Talkdesk is an on-demand, cloud-based call center platform that is built with distributed systems engineering practices using Amazon Web Services.
9 Data Centers
Talkdesk has strategically distributed data centers around the world and prioritizes redundancy on every level to eliminate single point of failure.
Global Low Latency (GLL) Architecture
GLL ensures that each call travels the most direct route through regional communication nodes and minimizes dropped packets, jitter and delay.
Browser Communications Backup Plan (BCBP)
In the event that our primary telecommunications provider experiences issues, our BCBP ensures that you do not experience downtime or call quality issues.
Talkdesk has a 24/7 Infrastructure and Operations team to oversee our automated backup plan should an unforeseen event occur.
Service Level Agreement (SLA)
Talkdesk offers the industry’s first and only 100% uptime SLA.
At Talkdesk, we take security and privacy seriously and have implemented a variety of safeguards in our design and code to carefully protect our customer data.
Talkdesk follows the main security frameworks such as ISO27001, NIST and OWASP and holds several certifications such as SOC2 Type II, SOC3, PCI-DSS Level 1, CSA Star Level 1 and Cyber Essentials (UK) and we are rated in the Advanced security rating by Bitsight. We are compliant with several Privacy laws such as GDPR and HIPAA and hold a Privacy Shield certification. We are also members of Cloud Security Alliance (CSA) and CiSP.
Our infrastructure is hosted and managed within secure data centers accredited for ISO27001, SOC2 and PCI level 1.
Our dedicated security team works every day to ensure the proper measures are in place to keep your data safe. In addition to closely monitoring our threats landscape, they also conduct regular audits of our system.
In the unlikely event that an issue occurs, Talkdesk keeps customers informed with relevant information and provides accurate timeline estimates for issue resolution.
For every incident, we share a detailed post mortem with root cause analysis and next steps to mitigate the impact of similar issues, should they occur in the future.
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. 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.
Talk Desk helps get my day to day over in an easy way. I work in a customer support role, but one where customers aren't calling in all day. I maybe get 1 call an hour, which means that when a call does come in, it's important to answer since we get so few of them. The notification preferences I can set for my TD app (for Macs) will actually take over my screen and override other programs I'm using. This means I can work out of my SalesForce inbox without having to keep Talk Desk open on my browser because when a call comes in it will just take over my attention. This is great to help support our product and meet our SLA of 20 seconds to answer. Beyond that TalkDesk has features that allow me to monitor calls of my peers who are in training, see up to date metrics on calls, and an easy to use reporting feature to listen in on past calls for quality assurance. The best part - it works amazingly with SalesFroce. Highly recommend trying it out!
I use this product in my daily work. It is one of the main tools for my tasks. I like that we can connect salesforce and click to call directly without typing the number of customers manually or copypasting it. Bugs happen like in all apps but it is resolving fast with Talkdesk support. Supporting my customers throw it makes it easy and I like I can choose the country number so my clients feel comfortable seeing a local number
Before using Talkdesk I would always have to be in the office to answer calls and transferring calls meant passing the phone over to another colleague which wasn't the smoothest process. Having Talkdesk has changed the way I work as I can now work from a variety of locations but keep the same quality calls whilst transferring calls between colleagues seamlessly. It has made my job so much easier.
Talkdesk has been the most successful system we have found for outbound and inbound calls. A lot of our agents work remotely or at other sites and the system works as efficiently as if they were sat in a call centre and this is very beneficial. Transferring calls is easy with the warm transfer option so we can link between sites and it can also be integrated with Salesforce which is extremely helpful for us as it records vital call stats and analysis.
Talkdesk has been great for our organisation. Coming from a Cisco hardline system, the configuration of Talkdesk has been a godsend. We can now manage the volume of calls coming into our business in real time as well as monitor all of our agents without having to run redundant reports which have no impact. We are currently working on setting up KPI's based on the reporting functionality and also look forward to the new call tree routing to be implemented in a future build.
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.