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
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)9.393%
- Warm transfer (392)8.989%
- Historical reporting (388)8.484%
- Agent dashboard (416)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(416) Ratings
Enables agents to track and view their individual and team performance.
- 8.2Validate callers(365) Ratings
Authenticates inbound callers with a customer ID.
- 8.4Outbound response(381) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.6Call forwarding(370) Ratings
Forwarding of calls to the appropriate agents.
- 8.9Click-to-call (CTC)(345) Ratings
Allows one-click calling for agents.
- 8.9Warm transfer(392) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.6Predictive dialing(194) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(270) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.1REST APIs(216) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.1Call scripts(191) Ratings
Providing agents with a predefined conversation script.
- 8.7Call tracking(386) Ratings
Enables agents and managers to see the origin of the call.
- 8.1Multichannel 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
- 8CRM 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.
- 8.7Inbound 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.
- 8.5Omnichannel 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.
- 9.3Recording(406) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9Quality management(367) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.9Call 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..
- 8.4Historical reporting(388) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.8Live 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.
- 8.2Customer surveys(208) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.4Customer 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
- 8.8Likelihood to Renew36 ratings
- 9.8Availability6 ratings
- 10Performance5 ratings
- 8.7Usability264 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
(126-150 of 285)- IVR Management with no coding required.
- Out of the box reporting - Historical, Live.
- Support - A customer driven community.
- Talkdesk Academy.
- The ability to silo departments within the platform - Restrict scope within role to Team level.
- Ability to trigger warning on key data sets.
- Shift Adherence - login logout data sets.
Our UC is very unique with multiple clients to suit within the same customer base, Talkdesk gives us the ability to cater for each clients needs and the flexibility so change and adapt without the need for professional services due to its no coding requirements and ease of use we can keep our UC with all the variances such as:
- QA evaluation requirements.
- Service level agreements.
- Queuing priority.
Talkdesk Review
- Easy to use application.
- User friendly interface.
- Excellent support.
- Reports can sometimes take long to export (minor).
- Fast, reliable connection required (understandable).
Talkdesk may not be appropriate for very small teams or companies where calls are not the primary interaction with clients.
Easy to use, missing functionality
- Status reporting
- Customization of inbound and outbound dispositions.
- Support is quick to answer inquiries.
- A lot of basic functionality is missing—being able to hold + transfer, for example.
- Salesforce integration is very basic and not entirely helpful for all user cases.
- While support is quick to answer, they are not always able to identify an issue, and most of the time the result of a call with support is that we have to submit a feature request because Talkdesk does not yet have a solution.
Talkdesk - Remote Team
- Makes phone calls.
- Allows you to track KPIs.
- It has useful feature for management.
- It is priced a little high.
- Customer support could be better.
- There are no dedicated customer success agents to understand and support company needs.
Talkdesk has helped our customer service team thrive!
- Enjoy the custom dashboards
- Easy to use callbar
- Lists of favorite numbers to keep on hand
- Not as glitchy as other software we have used in the past
- We would like to see talkdesk adding a "hold" feature, in order to put a person on hold while you attend to their account. We currently only have the option to mute the customer, which sometimes adds to confusion.
- The call logs are not as easily searchable as we would like
- Creating a new number in Talkdesk is simple, but loading "favorites" takes forever
Great product!
- Very easy to use interfact.
- Not resource-heavy for desktop applications
- reliable.
- more reporting options for regular users
- more customization for desktop callbar
Talkdesk is a useful tool that even our customers haven complimented!
- Easy to use
- You can review previous calls
- You can set hours of operation
- Sometimes there is a lag or delay when speaking with a customer
- Web Mode seems to be fast than Widget Mode
- Cannot listen to voicemails on app
Talkdesk: Simple but effective
- Quick and easy deployment. It's very simple to set up.
- Short learning curve for new staff. Easy to use.
- Good quality of recordings and reliable usage.
- Searching for a specific call is not as easy as it could be.
- The UI is increasingly archaic. Definitely needs an update.
- Reporting is clunky and not streamlined.
Talkdesk review
- Customer support always seems to be prompt when and if issues arise
- Click to dial for efficiency
We should've switched over to Talkdesk sooner
- Great sound quality while on calls.
- Works great with Salesforce.
- Customer Support is available to help.
- Need to be able add/delete contacts to our favorites list.
- Callbar App could be more intuitive.
- Would like to be able to put a caller on hold before transferring... at the moment we use Mute.
Talkdesk user
- Handsfree.
- Internet based.
- Easy to use.
- I have to reboot my computer at times.
- It will put me in away status automatically.
- Sometimes it rings and no one is there.
Talkdesk is a reliable application
- Talkdesk integrates well into other applications that we use to keep track of calls for our clients.
- Talkdesk allows us to revisit the calls and histories, in case we run into any recurring issues, or have any questions about specific calls.
- Talkdesk is an easy app to understand and navigate.
- When a user is placed on hold, and then brought into a conversation, there is not a way to place the user back on hold.
- There are instances when it may be necessary to place the user on hold again, but there is not a way currently to accomplish that, without having to end the call and initiate another call.
Easy to set up and to use!
- IVR setup and updating
- Call routing
- Voicemail management
- Easy to use
- Web-based VoIP
- Live reporting isn't always live. It seems to vary from depending on who is looking at it at a given time.
- Reporting lacks visuals and is difficult to use. After the launch of Explore, it is more difficult to find the reports our team leads and agents want to see.
- Studio Flows reorder while you are working on them, adding confusion to complicated IVRs.
- Lack of fields in Reports. There are many things that I would love to report on (e.g. the specific call and agent rejected), but the data is not available in the UI. If an issue occurs where I need this information, I must contact the TD CX team to assist.
For a large team, I think all the features would meet your needs but the reports. The reports in Explore are cumbersome and difficult to use. It takes time and research to find the right report and often times I find myself in excel merging multiple reports into one usable report. If you have a large team of a few hundred, this task might get out of hand.
Great and simple product for your business communication needs
- Very simple to use/learn
- Able to communicate by all necessary means--calls, text, and voicemail
- Convenient that it can be used from multiple locations (cloud)
- The call bar (app version) could be more intuitive.
- Ability to use text feature from call bar
- Ability to add more contacts to your list
My Talkdesk Review
- Good reporting
- Flexible interface
- Lots of features
- I would like to have a better visual interface. Something more clean.
- Their workforce management feature is new and needs some work to be more flexible.
- It can get expensive for bigger companies.
Talkdesk Customer Review
- Formatting of calls. If you enter a number in any particular format, Talkdesk converts it to a format that allows for a call.
- Talkdesk is easy to log calls with.
- I can minimize Talkdesk and reopen it on any other desktop without any interruptions.
- Talkdesk sometimes reopens by itself after I have logged a call and minimized it.
Talkdesk Simply Works
- Talkdesk works incredibly for phone connections with clients.
- The service provided with new features and any issues has been top notch.
- At first, the reporting functionality of Talkdesk was robust but unable to be customized. This resulted in a lot of data to sift through to find what was wanted. The reporting is improving constantly.
Good solution for mobile teams
The reliability of the product is the main focal point as this is the guarantee of SLA compliance from our part with our customers. Talkdesk has no hardware dependency which makes it an ideal solution for mobile work models.
- Mobility
- Good technical support
- Customer oriented
- Ease of use
- Reporting tool can be improved
- Call routing configuration can be simplified
- more insight on routing historic data
Talkdesk should be suitable if you need heavy reporting, but I've seen other products that are better in that.
Skill sets and priorities on the queue is still a missing feature
Talldesk is great!
- Easy to use.
- None so far.
Great platform
- Organized.
- Simple to use.
- User friendly.
- Glitches.
- Customer service could be better.
- Lacking options.
Talkdesk? TalkYES!
- Records Phone Calls- Can be searched by agent, phone number, contact name, etc. This is helpful when verifying information that was previously talked about.
- Tracks phone numbers for marketing--who is calling what numbers? Are our website ads being seen? etc.
- Integration with other programs like Salesforce--love that everything syncs!
- Has a separate call bar. It is small and makes working in Talkdesk a breeze.
- I wish I could pull up previous call history from the active call.
- A more user-friendly reporting feature
User friendly
- User friendly.
- Great support.
- Auto login feature.
- Updates should run in the back end.
- Provide more fields for statuses.
- Update your routing system.
We were receiving calls from a 3rd party that kept (pranking) calling our department. Talkdesk has a caller ID feature. We were able to track the calls and the number to report it to the TD support team for help.
Scenario # 2 - Not so good
It has happened multiple times where I'm in the middle of a call and the call drops and TD app closes due to an error. What I find troubling is that when I go running report on my call history, I cannot find any information on the call that dropped.
Clean and Simple Product
- Simplicity of front end use.
- Wonderful support team.
- Great product integration.
- Poor reporting.
- Product seems to fail for many people at home.
- The explorer tab is a bit of a mess.
Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses.
One of my biggest obstacles with Talkdesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar!
Makes my job easier
- Lets me know who is calling if they are registered with us.
- It integrates well with Salesforce.
- Has ability to put yourself on break, 1 on 1, etc.
- It seems to always bring up the last case I worked on when ending the call.
A great option for a growing call center
- Integration
- Customer Support
- Ease of use
- Ability for agents and supervisors to see statuses at a glance
- Reporting can be difficult to navigate
- Would like the ability to set recurring appointments on Workforce Management
- Occasionally have to clear program cache