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
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 (405)9.393%
- Warm transfer (391)8.989%
- Historical reporting (387)8.585%
- Agent dashboard (415)8.484%
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.
- 8.4Agent dashboard(415) Ratings
Enables agents to track and view their individual and team performance.
- 8.1Validate callers(364) Ratings
Authenticates inbound callers with a customer ID.
- 8.4Outbound response(380) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.6Call forwarding(369) Ratings
Forwarding of calls to the appropriate agents.
- 8.9Click-to-call (CTC)(344) Ratings
Allows one-click calling for agents.
- 8.9Warm transfer(391) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.6Predictive dialing(193) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(269) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.1REST APIs(215) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8Call scripts(190) Ratings
Providing agents with a predefined conversation script.
- 8.7Call tracking(385) Ratings
Enables agents and managers to see the origin of the call.
- 8.1Multichannel integration(280) 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
- 7.9CRM software integration(335) 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.
- 8.7Inbound call routing(383) 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.
- 8.5Omnichannel inbound routing(271) 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.
- 9.3Recording(405) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9Quality management(366) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.9Call analytics(380) 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..
- 8.5Historical reporting(387) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.8Live reporting(381) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8.1Customer surveys(207) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.3Customer interaction analytics(237) 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
(602)Attribute Ratings
- 8.7Likelihood to Renew36 ratings
- 9.8Availability6 ratings
- 10Performance5 ratings
- 8.6Usability263 ratings
- 8.6Support Rating130 ratings
- 8.4Online Training4 ratings
- 10In-Person Training2 ratings
- 8.1Implementation Rating204 ratings
- 10Configurability6 ratings
- 10Product Scalability6 ratings
- 10Vendor pre-sale2 ratings
- 10Vendor post-sale2 ratings
Reviews
(1-25 of 284)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
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.
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
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
Everyday use
- Integrate with Salesforce
- Clear communication
- Easy to install
- Report friendly
- Stability in SF
- Call quality/connectivity
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
- As an agent, CRM integration with inbound/outbound calling.
- As a caller, I can listen to different options, leave voicemails, and is even linked to our Website for our agents to take chats.
- As an administrator, manage agents, assign queues/roles and different phone number assignments.
- As a manager, I can see all agent statuses and run reports on a number of times such as who is online/offline/on break, number of calls/chats/voicemails, duration of calls, and many more.
- SF Sandbox integration can be smoother when transitioning away from the Sandbox to the production.
- Ran into credential issues when toggling between Sandbox and Production.
- Getting desired numbers through Omni Channel.
As an agent, I am able to call from the CRM, log a call, transfer calls, set myself away for break or place someone on hold or mute. I have a certain amount of time post processing after an interaction.
As a manager I am able to run reports on call logs, chats, voicemails, type of call, duration, and tracking. I am also able to see how many calls are coming in per agent per queue, and listen to recordings.
As a caller I have the ability to call different numbers for different purposes. Leave a voicemail, listen to different voice messages depending on hours/holiday time.
Perfect Communication Tool
- Being able to easily review my calls
- Know who is online w/ in our organization and change the skills that each member has.
- Callers are able to input their account # and event # so accessing their information is faster and more efficient.
- Able to customize the dispositions of calls for ease of tracking.
- Being able to call a co-worker when they are in 'After Call Work - Online' instead of just when they are in 'Available'.
- Sometimes w/o my knowledge the setting change.
- I would like to be able to change the ring tone.
- I have been experiencing dropped calls, that require I clear my cache.
Talkdesk made a big difference for our team!
- Granular, detailed IVR flows.
- Segment team into skill sets and route calls accordingly.
- Maintain and manage a requested call back queue when volume is beyond bandwidth.
- Native data reporting and filtering can be clunky for KPIs that don't align exactly with what Talkdesk has out of the box.
- Integration with Kustomer CRM had to be custom built.
- Cannot initiate agent-to-agent calls.
- Had to custom build a module for A/B testing
Talkdesk Talk Fest
- Integrates well with Salesforce.
- Allows one to toggle through many phone lines to call out from a specific line.
- Offers customer service and listens to suggestions about their product.
- There are occasional (very rare, but still present) downtimes.
- Sometimes calls come in and display a phone number that isn't the one the guest is calling from.
Simple and Efficient
- It provides a detailed breakdown of the an agents' performance via the reports provided.
- If your agents work from home, you will find the agent report very helpful, as it provides the agents' pickup rate, which lets you know if agents are missing calls. This can be as a result of connection issues or them just not answering a call.
- It records each call received or made by agent, giving you the ability to listen and download that audio.
- You are able to do remote monitoring by listening in on a call if you think it is necessary without the agent knowing.
- I would love the ability to customize the customer survey. Currently, I have a word count limit.
- It would be nice if the reports came with a date stamp based on the range selected. If I pull multiple reports at the same time, it can be confusing, as it has no subject heading for date.
- It would also be nice if the duration field for some reports was in minutes instead of seconds.
TalkDesk has proven to be a great tool
- Ability to work remote.
- Ease of integration and training.
- Support during and after install.
- Ability to and flexibility with regard to customizing some attributes
- Caller ID.
- Transferring of calls and reporting.
Great experience!
- User friendly
- Great support
- Communication
- Voicemail management
- Agent status
- Call flow
- Frequent bugs
- Easier access to the 'recent activity' when on a call with a customer
- Be able to change your future status, while still on a call, like it was possible before
- Editable 'home' page
- Sending user to offline or another status randomly
- Less phone delay
Awesome tool for call centers!
- Assigning calls to the queue
- Transferring calls
- Dialing out calls
- Detecting and using audio hardware, like headphones or headsets
- QA evaluations
- Managing the whole team
- Good Dashboard for live reporting
- Live view of the queue
- Mobile app
- Call-bar positioning and customization
Easy to install and use immediately
- Answer calls
- Call out
- Track and record calls
- Voice drop
- I sometimes have calls disconnect
- It froze from time to time and I couldn't pick up an incoming call
Perfect solution for a customer-facing startup
- Customer support - Talkdesk has amazing customer support and always works with us thoroughly when we have an issue or question.
- Uptime - Talkdesk rarely goes down, and if it does, it's quickly working again.
- Customizable settings - Talkdesk is insanely customizable, and the Talkdesk team is always coming out with new features and betas.
- Ringtones and sounds - It would be nice if there were more options for users to change sounds like ringtones or dialing tones.
Talkdesk: Great product but room for improvement!
Besides that - Talkdesk is a solid product to use.
- Attendance Visualizer: Understand where your team is at and what they are working on.
- Custom Dashboards: Easy to manipulate for the information you want access to
- Easy to download Reports
- Technical / service Updates: Provide a more reliable user / client experience.
- Technical / service Updates: Poor ability to get assistance for issues. When attempting to flag product issues i've been told by support my request can only be escalated if i'm the account manager.
- Ability for integration for AI Services. Talkdesk could implement its own voice automation service within the product to allow.
Talkdesk helps keep our SMB competitive
- Call queue
- Salesforce integration
- Certain team-level reporting metrics
- Better reporting of individual agents, especially via Dashboards
- Cleaner interface for Salesforce tracking (ability to search/reorder Automations)
- Ability to customer Callbar sound notifications (ringer, hold recording, etc.)
A must-have
- Log Disposition codes
- Amazing reports for data analytics
- AWT, ACD, missed and abandoned calls, etc
- IVRs
- guided tutorials to self design our own IVRs
- available chat, even with a bot, to ask for doubts, that could be triaged to a human
- better troubleshooting on bugs like not being able to log dispositions and wrap time up, without requiring CS staff from Talkdesk providing assistance via emails and scheduled calls