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Talkdesk provides solutions for both in-house support desk teams and external customer service centers for calls, emails, texts, …
Starting at $85 per month per user
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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.
Recent Reviews
Awards
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Popular Features
- Recording (406)9.393%
- Warm transfer (392)8.989%
- Historical reporting (388)8.585%
- Agent dashboard (416)8.484%
Reviewer Pros & Cons
Video Reviews
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Talkdesk Impresses with Stability and Functionality. One User's Story
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Pricing
CX Cloud Essentials
$85
Cloud
per month per user
CX Cloud Elevate
$115
Cloud
per month per user
CX Cloud Elite
$145
Cloud
per month per user
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://www.talkdesk.com/pricing/
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
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Proactive Outbound Engagement Demo | Talkdesk
www.talkdesk.com
AI Customer Self-Service Demo | Talkdesk
www.talkdesk.com
Coaching Performance Development Demo | Talkdesk
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AI Workforce Management Demo | Talkdesk
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Omnichannel Agent Experience Demo | Talkdesk
www.talkdesk.com
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Talkdesk?
Talkdesk® is a global cloud contact center provider for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way and is an end-to-end customer experience solution that aims to combine enterprise scale with consumer simplicity. Talkdesk's goal is to support businesses everywhere to deliver better customer experiences through any channel and drive higher customer satisfaction, cost savings, and profitability. Talkdesk boasts over 1,800 customers in 100 different countries, including IBM, Acxiom, Trivago, and Fujitsu as partners with 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
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.
Talkdesk starts at $85.
Reviewers rate Recording highest, with a score of 9.3.
The most common users of Talkdesk are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(603)Attribute Ratings
Reviews
(101-125 of 285)Companies can't remove reviews or game the system. Here's why
We use Talkdesk as a phone solution for our technical support team. It is only used by our team. We utilize it as a phone queue for customers who call into our support line.
- The UI is easy on the eyes
- The caliber is handy and doesn't depend on keeping a browser window open in order to get calls
- The call flow is easy to configure and training is very straight forward
- Reporting could be better, as its very basic
- Setting up a weekend on-call system is quite a challenge with Talkdesk
- We have issues sometimes where we receive voicemails for missed calls even though 3-4 people were available and no one's line rang
Talkdesk is used by portions of our company, and I believe it is a solid program! It handles large queues very nicely and runs smoothly. My only request is that you maybe allow for regular, scheduled, automatic updates. This would cut back on the downtime during the day, [which] requires our account to shutdown for 15 to 20 minutes, for an unscheduled update.
- Handles large queues very well
- Allows for options that are not only Available, Away, and Offline
- Updates done fairly regularly
- Regularly scheduled updates
- In app volume button
- In app ability to take notes
July 27, 2021
Overall Pretty Good
Our entire customer service and claims team use Talkdesk. It’s how we communicate with customers and vendors on a daily basis and log all calls.
- Makes it easy to record and log calls.
- Easy to transfer calls.
- Call quality and connection strength vary.
- Reporting could be clearer and more user-friendly.
July 21, 2021
Come Talkdesk to Me!
We use Talkdesk to answer our customers incoming calls. This allows us to answer resolve customer concerns and inquiries in real-time ultimately helping our team provide a higher level of service.
- Keeps dashboards and metrics in one place
- Has an app in addition to a desktop version
- Allows you to easily transfer calls between team members
- Dashboard take a very long time to load
- The new live dashboard setup does not allow me to see as much information at one time
- Sometimes [TalkDesk] changes the availability status without any warning
We use Talkdesk as our telephony solution for our Customer Support team. We have a public-facing number for customers to call into. We use an IVR for routing the customers to the correct team based on the area of the product they are calling in about. Additionally, we use the Talkdesk integration for creating cases within Salesforce.
- Easy to setup initially.
- Simple to configure integrations with CRMs.
- Prebuilt reports.
- More granularity on integration setup.
- Bulk user administration.
June 25, 2021
Working with Talkdesk for a year and a half now...
Talkdesk is used across all of Goldenergy, except for some BPO partners for whom we don't make the decision of which contact center software to use. We use it as our contact center and internal voice communication. Talkdesk handles our public hotlines support with IVR structures with both human and self-care options to solve our customers' requests.
- Easy to set up
- User friendly interface
- Stable and realiable in any bandwith context
- Billing is hard to understand
- Lack of some features in Outbound solutions
- Adding and removing licenses should be more flexible (in terms of costs)
June 13, 2021
Superstar Companion
Score 8 out of 10
Vetted Review
Verified User
It is being used by the customer service department. By receiving calls and doing outbound to get in touch with our customers to follow up about their missing information such as prescription, updating address, and by assisting in placing order over the phone or booking an appointment for troubleshooting their purchase from our company.
- Providing accurate information that is entered.
- Having option on putting customer on hold.
- Having precise details on the address book.
- Getting the specific time of the incoming and outgoing call.
- Can easily view current status of an individual.
- Provide more update such as having a noise suppression.
- Sometimes the Talkdesk call bar is not syncing at the same time while being used.
May 25, 2021
Talkdesk legit?
It's being used by the entire Customer Service, HQ and IT helpdesk operations within our Company. It addresses Contact center and Internal phone solutions and provides detailed analysis of our Multi channeled customer service support from different angles. It also showed cost effectiveness and robust reporting solutions from a Voice perspective
- Reports and analytics
- Call back feature was helpful
- Studio flow is a cool platform
- Live queue monitoring
- Training modules are great!
- Queue prioritization will be great! E.g. Prio for Voice least prio in Email or Prio in Service least prio in Sales queue
- Live monitoring must have Dispositions added in there too
- Combine all channels in one page so agents can efficiently switch from one channel to the other - assuming that the agent is skilled to support them
- Omnichannel is the worst non-voice platform that I've used for years. They lack detailed reports and metrics aren't in line with industry SLAs. Glitches on settings and a lot more!
April 20, 2021
Generally a great feature!
Talkdesk is used by a number of functions within the company. It allows us to be in contact with clients remotely when working from home as all calls can be taken online rather than through a fixed landline, which is a great advantage to us, especially during the current pandemic. It is also great that it is integrated within Salesforce.
- Calls can be taken online, no need for fixed landline.
- Can be integrated within Salesforce which is an incredibly useful tool.
- Allows good recording of call metrics in a user friendly manner.
- There can occasionally be glitches with the Salesforce integration.
- It would be great to have some further FAQ to help agents with queries.
- All agents must update software independently on their own devices.
April 01, 2021
Handy tool for high quality client interaction
It is being used across the whole organisation, particularly by the Customer Support, Guest Support and Lettings Departments. It allows us to receive incoming calls and make outgoing calls in order to resolve any customer queries or guest issues whilst they are in-stay. It also allows us to leave voicemail messages when we can't get through to a client.
- High quality calls
- Uses company database to recognise who is calling
- Its "click-to-call" function makes it easy to make outgoing calls to clients without needing to type numbers in manually
- The Salesforce integration can sometimes malfunction, preventing you from attaching a call log to a specific case
March 31, 2021
Talkdesk: The best user-friendly work from home tool!
We use Talkdesk to communicate with all of our clients across the world. It allows us to work remotely effectively, as no physical phone is required. It allows us to track and record all calls for training and monitoring purposes, and can be used by all of our teams in every department.
- Easy to navigate and user friendly.
- Ability to call any number in any part of the world.
- Cost Effective.
- Occasional glitches upon login/when making outbound calls.
- When logging into Talkdesk, it automatically sets your status to 'available' meaning that if any calls are queued, they will come directly to you the second you login. When logging in, it would be good to login as offline and have the ability to change your status to available when ready.
March 29, 2021
Better than many, but still a few things to improve.
Talkdesk is the main mode of communication between B2C and B2B. All departments use this as it provides quick synch communication and we redirect calls between departments using the software. Most problems can be solved rather quickly, than email, or any other modes of communication.
- Connect phone records with cases on Salesforce
- Ability to take notes during the call
- Ability to redirect calls to different departments and people.
- Slow synch, if case on Salesforce it's recently created then it's less likely to appear on the app to connect records.
- Issues with audio in both directions, sometimes caller will not be able to hear, sometimes the receiver of the call.
- Constant request to connect with Salesforce, even if it's already connected and live.
March 29, 2021
Talkdesk: Reliable and user-friendly
We use Talkdesk to communicate with our hosts (property owners), guests, suppliers used by the company as a whole though mainly operational.
- Sound quality
- User friendly. Simple UI
- Clear reporting tools
- Occasional syncing issues with Salesforce so data isn't fetched.
- Occasional glitches i.e 'fetching data' when a call comes through or getting stuck on a status.
March 22, 2021
Talkdesk elevated our customer service levels!
Talkdesk has allowed our company transparency and metrics to help improve our customer's experience. The integration into Salesforce has increased productivity and allowed more inclusion of customer information between the two platforms.
- Transparency of data metrics
- Integration into Salesforce
- Great dashboards and reporting
- Reporting and more reporting into Salesforce to use on dashboards.
- More In-depth instructions on what Talkdesk can do with Integrations.
March 22, 2021
Talkdesk to the rescue
We use Talkdesk in two departments: Customer service and Sales. We primarily use it for call routing and Zendesk/Salesforce integration.
- Call routing
- Zendesk integration
- Salesforce integration
- Voicemail handling
- Voicemail transcription
- Admin studio
March 22, 2021
Talkdesk Review
To communicate with members in different countries. It helps us access different areas of the world.
- Dashboard is easy to read
- Away mode works
- Calling tone is a good indicator
- Not all countries are available.
- Call quality could be better.
March 17, 2021
Easy to use and easy to communicate w/ a team!
Talkdesk is used across our corporate employees. We use the chat features and take advantage of the files that are able to be attached. We have used the meeting option on the calendar. Most of all we use the call log and I do have scheduled reports set up for review.
- It is easy to copy and paste items.
- It is easy to recall items needed using the search icon.
- Building reports can be easy after review the correct tutorials.
- As an admin - I would like the ability to see my teams calendar without having to be invited.
- Missed calls do not consistently report in a timely manner.
March 14, 2021
Talkdesk is easy to use and meets our requirements
Talkdesk has been great for me in the role that I have, it is easy to manage work queues, accept and transfer calls and talk with customers. It is easy to use and does not need much experience to use. I recommend this software since it works great in the office or working from home. There is no difference in the way it works.
- Easy to log in to the application and take calls.
- It is easy to change status in order to take calls, or do other types of work.
- It is easy to transfer calls to other agents, no training needed, it is self intuitive.
- Talkdesk could use more options about ring tones.
March 10, 2021
Nice and Easy
It is used by our account managing, guest experience, and sales team.
Most of the communications are coming from our CS and guest experience team. Being able to share it as a whole makes things a lot easier to communicate with our clients.
Most of the communications are coming from our CS and guest experience team. Being able to share it as a whole makes things a lot easier to communicate with our clients.
- Transfers well to other team members.
- Good amount of options you can use with Salesforce.
- Easy to use.
- Callbar [is] useful.
- Callbar is not always compatible.
- Hard to install.
- Loads of steps.
March 10, 2021
Talkdesk: A truly fluid addition to your daily workflow!
Talkdesk is being used as [the] primary point-of-contact app with customers new and old. It's utilized by all the support and sales departments across the entire company.
The main problem it solves is being able to minimize the number of windows/screens involved in switching between different disciplines while also being able to show your team/management when you're available and working, and when you're not.
The main problem it solves is being able to minimize the number of windows/screens involved in switching between different disciplines while also being able to show your team/management when you're available and working, and when you're not.
- It minimizes the effort involved in toggling seamlessly from the main disciplines in the workplace like Email, Chat, and Phone while also maintaining transparency with your team when it comes to Lunch, Meetings, and Prep time.
- You can utilize its widget mode or maintain it within your browser based on how you like to organize your screen.
- It simplifies and streamlines the intricacies of your day-to-day workflow without disrupting your priorities.
- A notable weakness I've experienced with Talkdesk thus far is it tends to 'glitch' out from time-to-time; like being stuck in "Not Ready For Calls" when you clearly are or when you cannot accept incoming calls.
- A note regarding its inability to customize the list of options available to you, it'd be nice to have the ability to customize your own like "Personal" or "Appointment".
- When logging off, if you don't update your status to "Offline" you will remain active on Talkdesk until the beginning of your next shift.
Due to COVID, we were forced to come up with a solution to allow us to keep operating as well as keep our employees safe. We implemented the use of Talkdesk for our remote employees to continue to service our patients while staying safe and healthy at home. After a year of successfully maintaining our patient standards, we will continue to use Talkdesk to support our employees remotely.
- Allows for remote workers to continue to do their jobs.
- Maintains a point of contact for new and current patients.
- Easy to use interface.
- When logging in, default to "offline" status to avoid potential incoming calls.
- After ending a call, default to offline instead of after call work. It sometimes takes longer than three minutes to make notes on the call you just completed.
March 10, 2021
Talk for Talkdesk
We primarily use Talkdesk for our inbound campaigns in Asia, Europe, Latin America, and North America. We also use Talkdesk omni-channel for live chat and Facebook Messenger.
- Cloud servers.
- Innovative.
- Customer Service.
- Customer service on demand services for small projects.
- All in one platform for calls and omni-channel.
March 10, 2021
The better it gets, the better it gets
Talkdesk is being used primarily by our customer-facing departments like onboarding, sales, and coaching. We offer e-learning to business owners and would-be business owners in over 100 countries. We mainly use Talkdesk to make the initial contact and book follow-up calls to discuss our member's progress. We benefit from the voicemail feature in the early stages since some members don't always pick up and end up calling us back.
- Auto-fill and auto-correct for numbers that might have been mislabeled by customers.
- Simple to switch between our three numbers when calling different countries.
- Crisp and clear call quality.
- Matching numbers with customer's data and profile.
- Difficulty knowing which countries we are not allowed to dial out to. Perhaps a list or note when selecting a country that can't be called.
- I use the auto-correct to call the Caribbean, but then have to delete the first three digits manually to be able to dial out.
- I'm not sure how to have access to both the desktop and mobile versions without the toggle switcher. At times I am away from my laptop and need to make a call using the mobile feature.
February 05, 2021
A very comprehensive, easy-to-use call center solution. Quick to add new numbers globally.
We use Talkdesk as our call center solution for our customer support team. We
have a small support team (10 people) who need to provide global coverage on 24x5 basis. We process about 100 inquiries daily, in four languages, chosen from the IVR system. With COVID, our agents are 100% working from home now.
- Adding a new phone number in a new country takes two minutes and you have a working number there.
- It integrates well with our Salesforce solution.
- Their support is always quick and helpful.
- Talkdesk is extremely easy to use.
- Reporting might be well elaborated but I sometimes find it hard to navigate and find what I'm looking for.
- Unfortunately, some countries have a legal requirement that you have to have a local presence in order to have a national or toll-free line there. Not sure if Talkdesk can do anything about it but that's our greatest pain.
January 30, 2021
Employee Feedback on Talkdesk
Score 8 out of 10
Vetted Review
Verified User
Talkdesk is a wonderful tool as it allows all employees at the company I work at to communicate with customers and clients with just one click. It removes the need to purchase cell phones as everything can be efficiently done on the computer. Recorded calls are also great for training/learning purposes.
- Search feature
- Sound quality
- Recording calls/storing calls
- Possibility of starring really great calls