Good but could be great with advanced reporting
We have Talkdesk as our main phone provider for our Customer Contact Center. We have this integrated with SFDC.
Starting at $85 per month per user
View PricingOverview
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
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
Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
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
www.talkdesk.com
Proactive Outbound Engagement Demo | Talkdesk
www.talkdesk.com
AI Customer Self-Service Demo | Talkdesk
www.talkdesk.com
Coaching Performance Development Demo | Talkdesk
www.talkdesk.com
AI Workforce Management Demo | Talkdesk
www.talkdesk.com
Omnichannel Agent Experience Demo | Talkdesk
www.talkdesk.com
Features
Return to navigation
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).
Comparisons
Compare with
Reviews and Ratings
(602)Attribute Ratings
Reviews
(51-75 of 284)Companies can't remove reviews or game the system. Here's why
November 30, 2021
Talkdesk is wonderful and easy to use!
Talkdesk is used at our company to ensure key communication throughout the office and for outbound calls. Without our phone system, we wouldn't have the amount of business that we do today. Talkdesk is used all day, around the clock for us to engage in communication with nurses who want to work with us on emergency assignments or contract positions.
- Easy to use
- Convenient
- Faster transition for phone calls
- Saves Space
- User Friendly
- Making it easier to end calls when your line is constantly ringing
- Selecting options with ring tones
- A different screen where it pops up in the corner
- Keyboard options to answer a call
November 29, 2021
Talkdesk is the go to for communication efficiency!
I use TalkDesk 5 days a week, taking anywhere from 50-100 calls. With 2-3 hours of talk time. I love the ability to navigate TalkDesk so smoothly, especially while on the call. The setting that I use most on [the] daily are right at the screen that I see when on a call, making it super easy to stay on the conversation while navigating TalkDesk. Without TalkDesk, I would not be able to do my job as efficiently!
- Providing the keypad as the main screen, and being able to use it as you would as a regular phone.
- Being able to navigate the app so easily and quickly
- Being able to call back the person you were just on the phone with without having to look up their information is a huge plus
- I would say being able to troubleshoot. Like calling your own line from TalkDesk.
November 29, 2021
Talk Desk Review.
It is been used to make outbound calls to the cust and to generate the reports whenever needed.
- Give us good network
- Give us accurate report
- Less time consuming
- Needs to give an option to make conference calls.
- NA
- NA
November 22, 2021
Talkdesk!
We use Talkdesk as our inbound/outbound phone software program. We also use it to report our agent's call metrics and calculate how many inbound and outbound calls they have had daily/weekly/monthly/etc. We have been able to see and calculate who is working, how much they are actually working, and who has talked with each caller, in what queue, and for how long.
- Indicates how many calls are in the queue
- Shows who is calling what line and when
- Shows a call log history
- The actual time someone called in-this is often a day or two off.
- Having the ability to empty a queue without having to take every call.
- Incorporating the old version with the new version!
November 22, 2021
Opportunity to Improve
Talkdesk is the main platform for our call center team for live chat and calls with over 120 agents taking hundreds of interactions per day. The largest value was the integration we are able to use with our custom CRM for flowing calls based on an understanding of account about which the client calling (services, issues, history, etc)
- Integrate with our CRM
- Client Side Application Launches easily and Work Consistently
- Administration Tools are easy to understand and use
- Support of issues - resolution is often measured in days\weeks
- Omnichannel experience for agents is flawed and configuration options are limited
- Typical tools (such as transfer) does not have customization or ability to work with a business
- Unable to assign calls from the dashboard
- [In my experience, ] reporting is unreliable through the dashboard and hard to leverage useful information
- Omnichannel reporting is terrible
November 22, 2021
TalkDesk Review
The solution is good and easy to deploy with a very good project management team. However, TalkDesk needs improvement in their administrative and billing Dept and be a bit more flexible.
- Global Calling number and workflow
- integration
- Administrative
November 20, 2021
More Features for our Future!
Score 9 out of 10
Vetted Review
Verified User
Talkdesk is the main tool that we're using for our business. This is where we communicate with our customers on different platforms such as calls, emails, and even on social media. This is an important tool for us as this is where our business is revolving. Very thankful for Talkdesk for making our lives so easy.
- Really good in using for comprehensive reporting
- Love how we can interact with our customers real-time
- Chat interactions are always on point
- can simplify some reporting
- should help with history data
- the ability to manage users status in omnichannel
November 20, 2021
If you are looking for the ability to control your own phone system - then Talkdesk is for you.
Used by a few departments but not the whole cooperation. This has helped the business problem of waiting on vendors to update call flows and change call flows or operating hours. Before we had to wait on vendors whenever we wanted to update these and now we can get it done quickly and easily ourselves.
- Making it easy to update the call flows
- Support
- Online documentation
- Easy to administrate
- Reports are good but are lacking some of metrics we expected.
- Some metrics were calculated differently than expected - not bad but made it somewhat difficult to compare past results to current ones.
- The SMS feature could use some improvement.
November 19, 2021
TalkDesk what more do you need
Our company is using TalkDesk for customer support, this has been a great replacement for the past system. We moved from a system that was having a lot of issues due to how call flows ran, the studio tool has made this an easy task to build and work with from a support standpoint. Our users seem to have fewer issues with this system as well.
- Studio for call flows.
- Higher quality calls.
- Ease of access to the system.
- Images in Omni Channel.
- Better structure in Omni Channel.
- Integration with Okta to auto build user profiles.
November 19, 2021
The good, the bad, and the ugly
Talkdesk helps us track stats for the agents as well as allows us to watch the queue to ensure all of our agents are assisting clients. It also allows us to pull reports to see where the agents are standing and what they can work on. When it comes to QA's, it allows us to pull calls from any day and grade those calls, whenever there is any kind of issue, we are able to coach the agents on the spot and resolve the issue before it becomes a problem.
- Easy to find stats. Allows us to see which agents are performing well and which agents may need a little assistance.
- Allows us to track how long agents are on the phones.
- Allows us to find calls that we can listen to.
- Easier way to find service level.
- Easier way to see what time agents logged into the phones
November 19, 2021
A great idea, but needs refinement
Talkdesk is currently utilized by our support organization as a call center option. The goal of TalkDesk was to improve our support's ability to understand calls currently waiting to be answered, where they are waiting to be answered, and create efficient routing methods. The problem we have experienced with TalkDesk is the call flow is a little confusing and requires you to become your own expert with the product. The support will join and help, but it takes days to get the right people involved. In addition, the reporting is consistently clunky and does not always represent what we are looking for.
- The GUI looks nice
- Represents real time data well
- Talkdesk has significant improvement opportunities around the reporting concepts
- Talkdesk has significant improvement opportunities around complex troubleshooting promptly being available to assist
- Talkdesk has significant improvement opportunities around better call flow design concepts
November 17, 2021
Review of Talkdesk 2021
We use [Talkdesk] to communicate with our borrowers and installers on a day-to-day basis. It's also used to mark attendance, keep [track] of Aux usage, and monitor call handling.
- Record calls
- Live monitoring
- See daily activity uses
- Ability to lift hold and speak with borrowers without disconnecting other line
Talkdesk is being used across sales, operations, and finance. It's integrated tightly with Salesforce and has been used to improve sales performance in terms of answer times and transparency of actions. We were able to implement and measure lead response times accurately and fire out CRM automation directly from the dialer after a call is finished. This has saved the sales team a bunch of time and we would never go back to our old clunky enterprise VOIP software.
- Extremely easy to use interface, no reps at all had difficulty with it. Which is rare
- Integrates with Salesforce processes with clicks, no code needed. Integration is fairly robust, we've had a couple of minor issues but they got fixed quickly
- Talkdesk needs a good internet connection, when reps have a good network connection it has been super reliable
- You can't see missed calls or voicemails on the dialer, you have to have a tab open. I know this is a design choice to keep the dialer UI super simple but it would be great to be able to see this
- Reporting has been improving but the reporting function for calls is slow, clunky, and hard to use
- Sometimes error messages can be unclear on calls, it may not be obvious to a rep why the number didn't work
November 17, 2021
ONE OF THE BEST TOOL IN THE MARKET, JUST AWESOME!!!
We use Talkdesk to connect to our clients in the US and it is being used across the whole organization. It has solved the issue of connecting with clients across different countries. It has been a very useful tool for the entire organization and the best part is there is no latency. UI is amazing and is very simple to use. I highly recommend it to everyone and believe me you will not regret it!
- Amazing voice clarity
- Easy to use
- Bold and simple UI
- Mute button does not work sometimes
- Call transfer option will be cherry on top
- Some US no.s go engage, an update should fix this
November 16, 2021
TalkDesk saves the day!
[Talkdesk] is being used to communicate with clients while troubleshooting their technical issues. We are able to speak directly and clearly with each client. All metrics are also tracked via Talkdesk back-office options which helps keep our staff on track with superior customer service. All calls are archived also which helps with training new staff.
- Call clarity excellent
- Admin options plentiful
- calls archived
- Occasional dropped calls.
- Unstable during week internet connections
- more options needed to ID incoming calls
November 15, 2021
Talkdesk Review for Supervisors
We use Talkdesk as part of our daily duties to ensure our team's calls and chats are within our quality standards. Either through live call listening or a scheduled 1 on 1 coaching for their interactions audited by our quality analysts. It helps us address our customer's concerns from the past/present/future. We can look at previous opportunities committed and right them. Listen to live interactions to address any potential concerns or reward those who do great. Review how we are trending to accurately forecast where we would need help most. this is more of the backend usage of the tool, but obviously, it works as intended for inbound and outbound interactions, either through email/chat/ or phone calls.
- Call recording.
- Live call listening.
- Queue management.
- Inbound and outbound calls.
- Inbound chats.
- Inbound emails.
- Omnichannel can be better.
- Reporting can be made better and user friendly.
- API integration for different other tools.
- Scheduling and forecasting.
- Alerts and notifications.
- Widgets.
November 14, 2021
Talkdesk is very convenient to use!
Talkdesk is being used as a platform to communicate with our customers through call, chat, and email. This is also used by all the departments that we have in Customer Service. It helps with how we make our business and know how customers react with all the products and services that we offer.
- Communication platform
- Business analysis
- Customer's sentiments review
- Performance review
- Call/Chat/Email review from recordings
- Limitation on reports for Chat and Email
- Delays on incoming chats
- No filter option by date and time in chat
November 12, 2021
Good for what we need, could use analytics improvement
Talkdesk is used in a few departments across the organization. It is used for any company that calls for clients and not external.
- Phone flow
- Phone reporting
- Manage users
- Reporting
- Live data
- Native integrations with other BI
When we first migrated to Talkdesk, every call center agent was using Talkdesk as well as our entire Operations staff. This included our CSR's, Sales, IT, HR, Etc... The longer we were with Talkdesk the more we realized it is not suited well for dedicated lines and had to move our Operations staff and Sales agents to another phone system (Zoom in our case). The CSR's are still using Talkdesk due to the depth of reporting, ease of monitoring/pulling calls, and overall call center structure.
- In-depth, although complicated, reporting.
- Call routing, (although this changes depending on what features you leverage)
- Small and simple local application
- Call quality (Calls bounce between multiple servers during calls)
- Voicemail management is lacking in functionality
- Consistency, every new update changes fundamentals of how the system works.
November 12, 2021
easy to use call center software with strong reporting capabilities
Talkdesk is used by almost every client facing team in our organization. It provides us with complex customer call routing, call recording, voicemail and analytics on team and individual performance on the phone. We integrate with Salesforce and this allows us to keep call recordings within the clients' account where any team member can review.
- complex call flow (business hours, IVR)
- analytics on individual and team performance
- integration with other software such as Salesforce and Slack
- connectivity - users are often reporting they need to restart
- more options for customer satisfaction surveys
November 12, 2021
don't go, TalkDesk
In John Paul, Talkdesk is used across all organizations, not just for internal communication but also externally with customers and providers in all contacts. It also helps to manage times, teams, and service levels in our practice. Being a very dynamic tool, it allows us to coordinate the project, teams, and users globally. The biggest issues are related to some breaks on the call bar as well as audio or status quality which most happen near the update dates, before and after. On the other side, the synchronization with our main tool (john Force), despite some isolated breaks of communication with the call bar, makes it possible to export the customers' data automatically and directly to our database, which is awesome.
- Export contact data
- User-friendly Settings
- Schedules monitoring
- Teams management
- Personalized Dashboard
- Secure communication
- Audio quality stability
- Other Apps synchronization
November 12, 2021
Talkdesk for call centers.
Talkdesk is used by our Customer Support Team. A few other employees use it as a call monitoring tool. It is used to receive and capture incoming calls and manage outgoing or return calls.
- Records all calls
- Reporting capabilities of calls and agent statuses
- Management of voicemail messages
- Current queue status
- Reporting options are limited
- Easier way to train associates, like monitoring calls.
- Dashboards and reports need better descriptions
November 12, 2021
Great call center phone platform but nothing more
Talkdesk is currently being used across our whole company in Canada and the US. We have offices in Toronto, Reston, and Boston. This allows remote workers and office workers to share the same department phone numbers and extensions, access the phones system anywhere they are located. As a sales director, I can easily listen to call recordings for my sales team.
- Call
- Transfer calls
- call recordings
- voicemail notifications
- Private lines so others cannot hear VM's
- Basic with not many features for a sales team, or analytics
- lacking support, takes forever to get any response for something fixed
November 12, 2021
Money
It's very helpful in so many ways like I don't even know where to start from like monitoring our calls, the number of calls time spent on one phone call, even makes it easy to supervise our employees, to make and receive calls during the day wouldn't be easy without it.
- Make calls
- Receive calls
- Show every detail of the call
- I think it's perfect
November 11, 2021
Salesforce Administrator reviews Talkdesk
We have been in implementation for the last five months. [We are] currently testing with outbound calls only. We are targeting a soft go-live with incoming calls with limited users next week. We are using Talkdesk in our Operations and Sales offices. I am the Salesforce Administrator here at Solar Optimum, and Talkdesk has a Salesforce integration that our implementation partner helped us set up. Right now, we only have two automations to log a call within Salesforce, incoming as well as outgoing, after a disposition is saved. We used a telephony system called Tenfold prior to this, and not many people here liked it very much. We are using Talkdesk to address the business problem of tracking transferred calls and monitoring who is answering or not answering calls.
- The ability to listen live to calls being made by users
- Dashboards for call analytics
- Availability of setup support and troubleshooting
- Ease of use
- During the setup phase, sometimes it seems easier to have a support person in office with us as opposed to setting things up via remote zoom calls. This is especially important when we are in office because users are not apt to want to learn new things under their own motivation.
- During negotiating with Sales, they assured us all functionality was available with the SIP devices. After implementing for testing we found out that Agent to Agent transfers are not available while using the SIP device.