Overview
What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
Review 09/20
Great solution for a cloud call center of any size
Doesn't really fit all environments
An easy to use, efficient software
Scalable solution for Salesforce integration
Awesome product! easy and powerful
Talkdesk : optimized call center (30 agents)
Promising service provider
Talkdesk review
Long lasting relationship, with customized solutions
Recommend with a few reservations
Talkdesk is a really strong service with some issues to resolve
Talkdesk Review
How Talkdesk Differs From Its Competitors
AI Impact
Platform Solution
Platform Solution
Platform Solution
Platform Solution
Platform Solution
Platform Solution
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Recording (406)9.494%
- Warm transfer (392)9.191%
- Agent dashboard (416)8.787%
- Historical reporting (388)8.686%
Reviewer Pros & Cons
Video Reviews
1 video
Pricing
CX Cloud Essentials
$85
CX Cloud Elevate
$115
CX Cloud Elite
$145
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $85 per month per user
Product Demos
Automatic Summary Demo | Talkdesk
Proactive Outbound Engagement Demo | Talkdesk
AI Customer Self-Service Demo | Talkdesk
Coaching Performance Development Demo | Talkdesk
AI Workforce Management Demo | Talkdesk
Omnichannel Agent Experience Demo | Talkdesk
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 8.7Agent dashboard(416) Ratings
Enables agents to track and view their individual and team performance.
- 8.8Validate callers(365) Ratings
Authenticates inbound callers with a customer ID.
- 8.7Outbound response(381) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.9Call forwarding(370) Ratings
Forwarding of calls to the appropriate agents.
- 8.8Click-to-call (CTC)(345) Ratings
Allows one-click calling for agents.
- 9.1Warm transfer(392) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.1Predictive dialing(194) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.1Interactive voice response(270) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 7.6REST APIs(216) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 9.2Call scripts(191) Ratings
Providing agents with a predefined conversation script.
- 8.9Call tracking(386) Ratings
Enables agents and managers to see the origin of the call.
- 8.7Multichannel integration(281) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 8.2CRM software integration(336) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9Inbound call routing(384) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.3Omnichannel inbound routing(272) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.4Recording(406) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8.9Quality management(367) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.8Call analytics(381) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 8.6Historical reporting(388) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.6Live reporting(382) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 9.2Customer surveys(208) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.7Customer interaction analytics(238) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Talkdesk?
Talkdesk Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Talkdesk Integrations
Talkdesk Competitors
Talkdesk Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(604)Attribute Ratings
- 9Likelihood to Renew36 ratings
- 9.4Availability6 ratings
- 9.8Performance5 ratings
- 8.7Usability264 ratings
- 9.3Support Rating130 ratings
- 8.5Online Training4 ratings
- 10In-Person Training2 ratings
- 8.1Implementation Rating204 ratings
- 9.6Configurability6 ratings
- 9.6Product Scalability6 ratings
- 10Vendor pre-sale2 ratings
- 10Vendor post-sale2 ratings
Reviews
(1-25 of 448)Good but could be great with advanced reporting
- Routes Calls
- Adding Ring Groups
- Knowledgebase
- Reports
- LIve Stats
Review 09/20
- Reports
- Live view
- Call monitoring.
- Have different options for offline.
- Last week, we had lots of downtime.
Great solution for a cloud call center of any size
- Call flow builder
- Reporting and analysis for calls
- Phone numbers purchase and porting worldwide
- Feature development
- Call recording management
Access to all most all countries phone numbers
Fast support
Doesn't really fit all environments
- Populate graphs in reports
- Allows a whisper function during agent calls
- Has a knowledge base for reference
- Has videos to assist with customer troubleshooting
- Great responses on after sales service
- Great sales team
- Reporting is not easy to manipulate
- Workforce management is not available in a simplified view
- Creation of the Quality management process is not easy
- Call quality is not great in Africa
- Some features do not yet come with a full list of reporting capabilities
- Connectivity causes delays in responses in all communication as they have no tower in Africa
- It is significantly more expensive than local providers
- Lack of integration to in-house systems caused a barrier
An easy to use, efficient software
- Customer to Customer Service Communication
- Tracking open tickets
- Providing a quick glimpse at outstanding items still to be addressed
- The reporting, I would like to be able to better filter open tickets by topic/subject, etc
- Improved monitoring and tracking of KPIs (days to resolve, number of escalations, number of tickets by category and seriousness)
Scalable solution for Salesforce integration
- Customization of IVR.
- Great onboarding support.
- Integration with Salesforce.
- Lacking continued success manager support. After onboarding, you are transferred to general support. Sometimes, we need help with more strategic & bigger picture decisions post launch that would be great to talk through with a CSM.
- I wish the features available in the web app were available in the call bar app. It would make it a bit easier for our reps to have one less place to look to manage voicemails.
Awesome product! easy and powerful
- voice quality
- ease of use
- flow
Talkdesk : optimized call center (30 agents)
- Call routing
- User friendly user interface
- Many communication channels to choose from
- No third party services
- Product support
- Product availability
- Reports - not as user friendly, the data quality is not great
- Billing - the bill should have more details about usage
Product is great, but Customer Service is horrible.
- Case routing
- phone ques
- integrating with Service Cloud
- Customer Service
- AI
- Customer SERVICE
Promising service provider
- Talkdesk CX Cloud Elevate Licenses
- Custom Reporting with Live & Explore
- Quality Management Assis
- provide details with user info for billing purposes
- ability to sign term contract with discounts.
Organizations with highly specialized or unique requirements that fall outside the typical use cases of a contact center might find Talkdesk less appropriate. In such cases, a more customizable solution might be needed.
Talkdesk review
- They send unsolicited marketing emails with unparalleled regularity.
- From experience, we've not been able to update billing information through their website for months, despite pointing this out to multiple people. This leads to us getting past due notices without ever having received invoices. Pretty annoying!
- Their only option for taking credit card payments in a PCI Council compliant manner is a 3rd party whose technology seems to falter every time it rains leading to our phones being unable to accept any inbound phone calls.
- From experience, We've been repeatedly promised improvements in this area that never seem to come. Some would call that being lied to, but I'm feeling generous so I won't go that far.
- I think their support response times bear some room for improvement. We notice this more than we do with other vendors because we experience outages at TalkDesk more than we do with other vendors & are frequently trying to determine why our phones aren't working.
Long lasting relationship, with customized solutions
- Live Dashboards
- Real time support
- Account manager
- default reporting
- APIs
- Studio Flow
Recommend with a few reservations
- Real-time dashboards that can be customized for agents and management.
- Visual IVR creation and management
- Call management and routing
- From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
- Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
- We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
- Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
- Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
When we were in the initial discussions with the sales team on our requirements, one of the things we really wanted to do was generate 'screen pops' out of ServiceNow, where the caller could enter their ticket number and it would open that incident page within the SNOW tool. We were assured it could be done; however, once we started implementation, the person leading the project for Talkdesk didn't even seem to know what a 'screen pop' was, let alone how to integrate Talkdesk with ServiceNow. Ultimately, we gave up on having that feature.
Talkdesk is a really strong service with some issues to resolve
- Report setup
- Integration with Bigquery and CRM
- Inbound sales
- Outbound sales - they are improving on this
- Integration with multiple accounts of the same CRM
Talkdesk Review
- Easy to use
- Works well for distributed teams
- seamlessly handles multiple phone numbers
- Caller ID function doesn't work well in my experience
- Customer support is not great in my opinion
- I believe product seems focused on very large teams at the expense of smaller operations
Talkdesk Call Center
- The Live dashboards really help to know what agents are doing as well as see what calls are in the queue and the timing
- They have a variety of reports and dashboards with the ability to create your own if needed.
- The ease of administering the system is great and being able to do it from anywhere (via phone, iPad, etc.).
- Default reports provide most of everything you need without having to create on from scratch
- We would like the agents to be able to see their progress daily on the tool without seeing other agents (this is currently scheduled I think for Q4)
- To be able to transfer calls to the top of a call flow, instead of transferring them out of the system and back in, so they can choose the correct option if the Ring group is not known.
- For the Callback option, transferring the call outside the system and back in, the system retains the outbound caller id, not the customer's original one, so the callback will fail.
- The ability to see real login/logout reports
A great all-in-one phone service is Talkdesk.
- The Salesforce integration is, in my opinion, the best feature.
- The solution's ease of implementation is another crucial factor.
- Talkdesk is an incredibly easy-to-use utility and piece of software. The ease of use of this software is remarkable
- More options and precision regarding the Talkdesk roles would be nice, as well as the ability to more fully customize which users have access to certain features.
- Would benefit from a few extra features, like numerous dashboards for tracking various centers or ring groups
Everyday use
- Integrate with Salesforce
- Clear communication
- Easy to install
- Report friendly
- Stability in SF
- Call quality/connectivity
- 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 USA. The ease of use and the app is the best.
- Simple migration from existing apps.
- Quick integration and easy to use.
- Easy to install and setup.
- Dependable
- Easy Reporting
- Sometime we faced issues related to caches. Not sure how that can be improved.
- The thing I like least about Talkdesk is the reporting section. We need many customized reports, and for some reason, we haven't really explored this section. We wish it could be simple to use like an API call.
- Allows customers and partners to contact us with their issues
- Allows us to contact customers and partners to solve their issues with one another
- Allows issues to be solved more efficiently and faster
- sometimes people cannot hear/be heard
- It would be great to have more detailed info (with graphics) about the team and individual performance
- team performance reports daily/weekly/monthly mail functions would be great
Talkdesk review
- Customer Support
- Communication on updates
- Feedback
- Streamlining the set up process
- None
Talkdesk - Helpdesk management of the future
- UI is great
- Support, also great
- Users love it; easy to use; simple
- I think documentation could be better, pointing towards using the desktop app
Talkdesk gets the job done!
- Call quality
- Easy integration with Salesforce
- Adaptability to operational changes
- Click to call is highly efficient
- Call quality is sometimes not up to par but customer service is responsive
I'm a talkdesker!
- Very reliable with our ability to complete outreach.
- Very reliable for inbound calls for our target audience to reach.
- The customer service is particularly helpful when it comes to troubleshooting issues.
- I think the look of and layout of our talkdesk could be more seamless.
A well integrated cloud communication service with easier implementation and maintenance
- We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
- We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
- We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
- The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
- The core maintenance, migration and deployment of Voice prompts, functions alongwith flow changes is crucial and is a key missing feature. Development in Production was a shocker and led to lot of confusion and limitation during the implementation and testing.
- The AI feature is not as supported and reliable in Non English language
- The Support team seems very lean to handle heavy loads of issue thereby delaying the resolution of the issue. One of our critical issue took almost 2 months to resolve which could have been handled better by proactively driving the issue from talkdesk end.
- The support ticket does not have any escalation process. It needs to add the severity/ impact to number of agents and have people to support escalation especially involving Call Quality/network/Reporting/storage