Experienced TD User.
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
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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
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AI Customer Self-Service Demo | Talkdesk
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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
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- 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
(26-50 of 285)Companies can't remove reviews or game the system. Here's why
January 19, 2023
A must-have
To centrally manage calls from/to our warehouses around the globe that will always refer to urgent needs to resolve van rental Operations and their constraints, assuring the operation does not stop and any issues are resolved immediately
- 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
January 18, 2023
Needs to update
I take incoming calls, make outbound calls, complete warm and cold transfer calls along with the ability to conference calls.
- Cold Transfer calls
- Warm transfer calls
- Receive incoming calls
- staying logged into Talkdesk
- Black screen appearing at times when calls are coming through inbound
- more options when completing call
January 18, 2023
Easy "Off The Shelf" Solution
Receive calls from dispatchers and carriers. Calls are also transferred between departments. Talkdesk helps us understand frontline staffing needs (knowing the amount of calls IB & OB and well as processing times to handle those calls). Web-based and phone app real time reporting allows managers on the go to always know how we are doing.
- Reporting
- Incident Communication & Resolution (Outages)
- License Administration
- Creating Phone Calling Trees Within Talkdesk
- Legacy TD Packages Annual Increase %'s Are High (9%)
December 30, 2022
Talkdesk is making its way
We use Talkdesk in our virtual environment to provide services to members that call in for medical assistance, across many markets (states) that we serve. We also use Talkdesk to provide outreach to the members served as well. Talkdesk has been very beneficial with reporting and helping us to forecast staffing for future openings in other markets.
- Reporting tracking agents metrics
- Creating Ring groups to better support each department we service
- Provides quick and fast support from the helpdesk
- Easy use
- Transferring of calls, we sometimes have to use interpreters and are not able to disconnect transfers without disconnecting the whole call, which agents have to sit and wait or do callbacks
- Updates to the systems should be sent out to Admins in a timely manner to prepare staff
- Better update for callbar to prevent freezing
November 16, 2022
Best App Ever
Talkdesk is being used by our organization as means to interact with our customers. Yes, it is being used by everyone. Talkdesk addresses communicating with customers.
- Clear
- Precise
- Accurate
- Reliable
- Can't think of any
November 16, 2022
Easily accessible
Helps in better customer engagement. User-friendly platform, helps in data, easily accessible on phones and other devices. It is the best application from a business development point of view. Very secure application, and records of data are easy to manage. Can transfer calls; conference facility is available. Also, managers can easily keep track of their team.
- Mobile app
- Easy to understand
- Support is quick
- Everything is good
October 26, 2022
Please contact me so we can fix the problems.
Inbound and outbound calls. I also use the mobile talk desk.
- Not work.
- Create more work for me to fix other employees talk desk.
- Make my organization miss inbound calls because it’s not working correctly.
- The entire program.
- Answering inbound calls fails.
- System operating correctly and not freezing.
October 07, 2022
Does what it needs to do!
Works well for our VOIP needs! It's great that it can be used across several departments and keeps info like commonly used contacts quickly accessible. Connects to Salesforce.
- Connectivity.
- Integration.
- Ease of use.
- Slow at times.
- Too many pop-ups.
- Easier/clearer reporting.
We use Talkdesk to communicate with our customers. We have customers across LATAM and Mexico and not all carriers provide coverage for all LATAM countries. Talkdesk does, that's why it works for us.
- Data exporting.
- Ease of use.
- Country coverage.
- Report personalization.
- Calls drop frequently.
October 03, 2022
Excellent Usability, Performance and Reporting
Talkdesk allows us to track and monitor our department's performance live and quickly. It's user friendly, and has many bells-and-whistles that make it extremely valuable, from reporting, to integrations with Salesforce, quality assurance and workforce management. The team at Talkdesk have always been very helpful and supportive, and you can tell their company is always innovating and growing. We are excited about their new offerings and their plans for the future.
- Reporting
- User friendly
- Live monitoring
- Reliability - usually related to the live dashboard, but sometimes with calls dropping too
- More knowledge articles to allow managers to make changes and updates on their own
September 05, 2022
Talkdesk
I use Talkdesk on a daily basis to contact my clients. The only problem that occurs is that sometimes it cancels the calls during the conversation but overall I am satisfied with the application.
- Good call quality
- Status message
- Connected to Salesforce
- Connection issues
- Correct faulty numbers automatically
July 30, 2022
A great product for sales teams
Talkdesk allows our company to call clients, track and record phone calls, and access voicemails using one platform. It also links with Salesforce to record data which is useful for tracking of daily calls. Having the ability to conduct conference calls and transfer calls also provides benefits other services may not offer.
- Recording of calls
- Data analytics
- Syncs with other platforms
- Has occasional bugs that give errors when attempting to log calls.
- Sometimes has log in issues or doesn't sync properly.
July 18, 2022
You're looking for a high quality software to monitor team members' performance? Talkdesk it there for you.
We use Talkdesk in order to monitor team members' performance. First of all, we use the Observe AI application that's within Talkdesk in order to give coaching sessions to our team members. It helps us with identifying the areas of opportunity to be improved and the action plans that need to be executed. We also use it to monitor average handle time (AHT), pick-up rate reports, and agent status. The business problems that it addresses are mainly associated with showing detailed visibility of the areas of opportunity in each key performance indicator. In other words, we can address those areas in a timely and more effective manner.
- It shows excellent reports with detailed areas of opportunity to be addressed in a timely manner.
- It helps monitor team member's performance in a more effective way.
- It shows an excellent visibility of crucial key performance indicators
- When team members take calls, sometimes it gets frozen. It shows an error message with a sad face.
- It takes long to load the data of some specific reports like the pick-up rate reports.
- It doesn't show the breakdown of calls that are intentionally disconnected by team members.
July 08, 2022
Talkdesk Review
I´m the admin of the service center. I work with the forecast, schedule alignment, and everything related to the tool. The tool helps the business manage the schedules better and generate a report for better business decisions. Also, help us to monitor service levels in all businesses and have a better understanding of what is really happening.
- Monitor Service Levels
- Report building
- Call flow design
- Skills grouping
- forecast accuracy
- Better coding options
We use this tool in our daily work to communicate with users of the platform. The main thing is the outgoing and incoming calls that we make during user support. We process more than 300 incoming calls a day. Outgoing more than 700. This is one of our main tools when working with clients.
- Handling Inbound calls
- Outbound calls
- Monitoring
- Very often there are problems with non-calls to certain numbers, and it is unclear for what reason. I think the company should think about the error message when dialing. Since at the moment, if we have a non-call, we can't even figure out if it's a technical error or if we just can't get through to the user because he doesn't answer.
- Very incomprehensible monitoring reports, the timezone is incomprehensible and difficult to track and make a report on agents on the line.
- Integration with CRM platforms does not work perfectly, sometimes integration is brake and it is not possible to attach calls to chats.
April 04, 2022
Let's Talk About TalkDesk!
Talkdesk is our main inbound & outbound phone tree we use for various departments within our organization.
We've used various phone platforms in the past and the largest problem we were having is setting up proper workflows our customers experience when calling in. The Talkdesk application certainly solved this issue we were running into. Their Studio / Flow building was super easy to use and very user-friendly.
My absolute favorite thing with Talkdesk is their Studio Academy. This is what sold us on using your system as it allowed our team to self-service any questions we had without having to call in, set up and appointment to chat with an agent, etc. etc.
We use Talkdesk & Callbar for all our in/outbound call needs across various departments and I'm basically our company's go-to when it comes to setting / modifying items.
We've used various phone platforms in the past and the largest problem we were having is setting up proper workflows our customers experience when calling in. The Talkdesk application certainly solved this issue we were running into. Their Studio / Flow building was super easy to use and very user-friendly.
My absolute favorite thing with Talkdesk is their Studio Academy. This is what sold us on using your system as it allowed our team to self-service any questions we had without having to call in, set up and appointment to chat with an agent, etc. etc.
We use Talkdesk & Callbar for all our in/outbound call needs across various departments and I'm basically our company's go-to when it comes to setting / modifying items.
- Studio Academy - We / our team can self learn on how to address our own problems
- Studio Building - Very easy to draft up a phone tree and have it operational in hours!
- Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
- Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
- I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
- Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
March 31, 2022
Want to Scale? Buy Talkdesk.
Having a reliable VOIP service that offers a remote team amazing tools and analytics to assist our customers. In addition, the WFM and scheduled reports help us provide the best service experience by getting folks on the phones when we need it. The Studio allows us to develop and build our own IVR.
- Analytics.
- IVR Development.
- Time Updates on Live.
- Understand how to create your own dashboards about stuff you care about.
March 31, 2022
Talkdesk as a VOIP
Talkdesk is used as the main telephony to support customers for the company. This addresses the communication and support to all our customers. Providing the best and real-time customer support is our top priority. Most of the time, customers would rather call than send emails to address their needs. This is what Talkdesk is providing my business, the ability to communicate to customers and address their needs as fast as possible.
- As a System Admin, Talkdesk has many services that help in giving the best customer service.
- I am able to admin agents for my company in an efficient manner and customize permissions given to agents.
- There are integrations that are really worth having.
- Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.
March 29, 2022
The perfect tool for call centers
I like Talkdesk because it is easy to use, and it has good integration with Salesforce. It allows you to re-listen to calls. We have been using it for over three years now.
- You can re-listen to calls.
- You can track the number of calls.
- I would like a mobile app.
- It would be nice if it could auto detect the country code.
March 29, 2022
Crisp, clear connections
Score 10 out of 10
Vetted Review
Verified User
It is being used to dial out to all of our leads. It is used across the whole org. It allows us to use to be as efficient as possible, switch between numbers we're dialing out from and connect to leads in a very fast fashion. It rarely ever has issues, but sometimes customers do complain about the call quality and that we're cutting in and out.
- Quick to connect.
- Switch between numbers.
- Auto-dialer.
- Customers complain that we're cutting in and out.
- Call quality.
February 26, 2022
Simple but potent.
We leverage Talkdesk primarily for our customer support call center. We migrated from a more entry-level product looking for more robust reporting and a more friendly user experience. We have been able to provide a user-friendly platform to our associates that have a cohesive feature set. We didn't want to introduce any added complexity to the agents' workday or workflows. It has the added benefit of being rather user-friendly on the admin side. We have been able to enhance our call routing and introduce SMS into our communication channels with little to no involvement from a developer.
- User Experience.
- Historical reporting.
- Live dashboard configuration.
- Admin experience.
- Conversion of legacy features.
- Support knowledgebase.
- Parts of Omnichannel setup.
February 23, 2022
Great platform with a room to improve
The main use is to communicate with all parties involved in our daily operations. We use it to solve customer-related issues, problems with orders, questions about payments, condition of the products, etc. Talkdesk is used each and every day to make hundreds of calls, all of them are recorded and we can review the calls to give feedback when necessary. The recording quality is pretty good and it also allows us to use coaching during the call!
- Practicality
- Searching calls
- Coaching during interaction with the customer
- Reporting
- Phone compatibility
- Chrome extension
- Routing issues
- Monitoring
- Service outages
February 22, 2022
Talkdesk IS the Solution!
Originally implemented for a small remote call center team. It worked so well we made the decision to move our entire organization over. Cost and ease of use make it the perfect solution for our employees. Our previous solution was bulky and built on old POTS technology. TalkDesk is far superior to Momentum and other outdated telecom solutions.
- Studio call flow enables custom creation and manipulation of telephony operations.
- Reporting is simple and easy to use, freeing up time for other tasks.
- Live call monitoring is a snap. One-click and you're in. One more and I can join the call if necessary.
- Infusionsoft (CRM) integration creates a seamless connection.
- Latency in some VOIP calls.
- SIP integration could be improved.
- Independent operation from CallBar would be amazing.
- Mobile app could use some improvement.
December 25, 2021
TalkDesk review
Our team uses TalkDesk to run reports on our agents on a daily basis to ensure that they are meeting set expectations. The reports I use frequently include the ‘Calls’, ‘Agents Report’, ‘Inbound’, ‘Service Level’, and a custom report. It allows us to recognize areas of weakness and strengths and use those reports to train and coach on these areas with our agents. Some business problems we have run into are seldom, but we do have them on the occasion. I have noticed that when calls are answered by an agent and then transferred to another phone number, that agent’s call and talk time do not reflect those transferred calls in the ‘Agents Report’. In addition, there is a bit of a delay when the agent ends the call/moves to a different status, ie: ‘After Call Work’, ‘Away’, and ‘Available’ versus real-time. When trying to ensure agents are staying focused and on task, this does cause a slight worry on the occasion, but nothing that vitally affects their day. Hope this helps!
- Provides a wide variety of reports
- Allows us to be aware of productivity
- Transfer calls
- Quicker in-real-time data
December 22, 2021
Talk Desk!
I love the reporting feature. [Talkdesk] gives several different options to watch real-time numbers and address issues right away. Plus it's easy to use. There are so many different options and different things you can do. Which is great for keeping track of data and speaking what is needed and what's not.
- Reporting
- Versatile
- Holding
- Connectivity
- Transferring
- Switching between modes