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
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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
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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
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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
(602)Attribute Ratings
Reviews
(76-100 of 284)Companies can't remove reviews or game the system. Here's why
November 11, 2021
Talkdesk not only talks the talk, but walks the walk.
Across the whole organization. We use Talkdesk to make phone calls across the organization as well as to communicate with our reservists in the field and potential clients. It addresses the issue of safe communication and allows for us to utilize multiple phone numbers for each department, which has allowed for a quicker user experience.
- Very user friendly interface
- Reports that can be utilized in many different ways
- Allows for department heads to look at call volume
- Allows for department heads to track their subordinates talk time
- The reports interface is not very user friendly
- It makes it easy for reservists to cheat the system by hitting redial
- Losing microphone access regularly
November 10, 2021
Talkdesk is the bridge, where the gap is nowhere to be found!
Talkdesk is our main tool for our daily communication whether via call, email, or chat service. This had been helping the company not only to assist our customers every day but also to collate reports, analyze data accuracy, and find out opportunities within the company. This also helps us create projects on how we can effectively assist our customers in a more efficient way.
- Call monitoring.
- Payment process.
- Que managing.
- Skill set manager.
- Email service.
- Chat service.
- Auto dialer.
- Auto-populate when receiving a call - customer's account will automatically open in the system.
- Call monitoring - Call recording was being cut off when the agent tried to call other department.
November 10, 2021
Talkdesk is at its best
We use it for call monitoring and managing the queue. We also use this to manage the tasks of the people under our organization. We also use this to send emails, answer chats, and further communicate with our customers that require assistance with any of their inquiries and concerns. We also use this to see challenges and opportunities.
- Queue monitoring.
- Skill setting.
- Productivity reports.
- Data analysis.
- Handle time per interaction.
- Detailed report on volume.
- Dependability due to downtimes.
November 09, 2021
Talkdesk is all you need!
We are using Talkdesk to monitor real-time stats of the whole team (inbound/outbound calls, chat, emails), data gathering for workforce usage, call reviews for our quality analysts, live monitoring for voice calls or chats for the team leaders as well as calibrate people when it comes to other things. It makes our lives easier - you can customize the page based on your preference or based on the things that you wanted to monitor. It's our one-stop app for everything that we need to run our center.
- Real-time view of stats.
- Customizable view on the reporting page.
- Productivity reports.
- Data analysis.
- 1 view for voice, chats, email.
- Can't measure AHT for each interaction, not per day.
November 09, 2021
Talkdesk is the best!
Talkdesk is being used in our daily operation as a contact center. The operations team/department uses the tool to receive and make calls to our clients. With this tool, we are able to help our customers with their issues/concerns, especially placing their online orders. We are also able to record calls for future reference.
- Record calls.
- Generate reports.
- Make outbound calls.
- Receive inbound calls real time.
- Save voicemails.
- Can't see the hold time in current call.
- Issues with Talkdesk Chat.
- Incomplete data report.
- No filter option in Talkdesk Email.
- Call recordings being cut off when the call is put on hold.
November 09, 2021
Talkdesk is a customer service super tool!
Whole organization. Tracking performance goals, ability to listen to calls previously made when issues arise, reporting, etc.
- Call playback.
- Voicemail.
- Search capabilities.
- Tracking performance.
- Reports are difficult to create.
November 08, 2021
Can't talk me out of using Talkdesk
Talkdesk is currently being used by all of our Customer Support team as the main call queue. Thanks to the ease of access and use, setting up new agents is a breeze and reporting couldn't be more accessible, with both options of their built-in reporting tools, as well as quick access to raw data exports to work with on your own. Even though we sell parking hardware, the main selling point of our product is the software that comes with it, along with our marketed 24/7 live support. This is what makes Talkdesk critical to our operation, as no other service has come close to how effective Talkdesk is at supporting this call queue as quickly and easy. Working with this tool makes life much simpler with how it's built, allowing for easy status changes, management and live call queue monitoring. The other solution Talkdesk allows is for call routing to an on-call person for after hours, as we advertise around the clock support. Allowing a manager to set up in advance who will be the on-call person receiving calls after business hours ahead of time, and have it run on a set schedule. Calls can be forwarded directly to an agent's phone, so even if they are away from their computer, they can still answer any calls we may get.
- Ease of access in data for reporting outside of their own reporting tools, as this data export allows for easy data processing and reporting updates.
- User setup and management is a breeze, takes minutes to get a new employee up an running.
- Quick installation of the Talkdesk call bar is a gift, not having to run through a long installation process saves time when having to set up multiple new users.
- Modernize the Talkdesk desktop call bar to a more 2021 look.
- Allow for SQL database connection for automatic data fetching. This would allow our internal reports to update automatically without having to manually pull this data every time reporting needs an update.
- Customize call ringing sound on the desktop call bar.
November 03, 2021
User friendly
Talkdesk is used every day, all day, all throughout my organization. It helps keep communication simple and thorough, as well as it allows all individuals to know what is going on at all times. Provides features such as warm transfers, that give the opportunity to let the person on the other end know why you want to transfer.
- Easy to manage others.
- Allows easy supervision.
- Organization.
- Talkdesk does crash sometimes which can greatly affect business.
- Would like a feature that easily shows what was said on calls.
- Do not like the blind transfer option.
November 03, 2021
Talkdesk - your one-stop app!
We are using Talkdesk to monitor real-time stats of the whole team (inbound/outbound calls, chat, emails), data gathering for workforce usage, call reviews for our quality analysts, live monitoring for voice calls or chats for the team leaders. It makes our lives easier - you can customize the page based on your preference or based on the things that you wanted to monitor. It's our one-stop app for everything that we need to run our centre.
- Real-time stats.
- Customizable view.
- Data always available for review when you need it.
- User-friendly.
- 1 view for voice, chats, email.
- Can measure AHT for each interaction, not per day.
November 03, 2021
Mediocre Experience, High-Priced Contact Center
Talkdesk is being used by our Technical Support team to support customer requests with issues concerning our software and hardware. Talkdesk takes care of call routing and queuing.
- Call routing.
- Automation.
- Call queuing.
- Technical support.
- Purchase numbers.
- Putting in a support request.
- Pricing.
November 03, 2021
Talkdesk Full Review
We are using Talkdesk for inbound Customer Support. We have 2 teams who use it currently and it helps us with call logging, contact creation, CSAT aggregation, and reporting. The system is flexible to adjust and easy to implement. We are very agile in updating our flows, adding and training users, and customizing the experience.
- Simple and beautiful UI.
- Default dashboards.
- Self-service configuration.
- Overall quality dependency.
- Responsiveness from CSM's + Support.
- Reporting clarity (reports sometimes seem disparate and hard to read or interpret).
November 03, 2021
We accomplished so much with Talkdesk
We use Talkdesk across most of our customer interacting teams. We use it for inbound and outbound calling. This allows us to route customers to certain departments and even certain teams or reps within that departments with the use of their smart routing. The call routing is one of the most important features we utilize within our company, it's an amazing feature for what we need it to do.
- Call routing.
- Call recording.
- Transferring.
- Connectivity issues on occasion.
- Tracking transfers in call metrics.
November 03, 2021
If you must call your customers, this is a no-brainer choice
Our base of customers constantly need help on a daily basis, sometimes an email or chat is not enough depending on the complexity of the case, for such cases Talkdesk is the perfect tool to easily communicate with our customers without any delays, the service and call quality are exceptional.
- Awesome call quality.
- Clean interface.
- Competitive prices.
- Option to use dark theme.
September 04, 2021
Must-have tool in tech support
It's being used by the Support Department. It massively helps us to assist customers around the globe.
- Call quality is good.
- App is lightweight.
- Friendly UX.
- There's a short delay while on a call that'd be great to get rid of.
September 03, 2021
Talkdesk Review
Our entire business uses Talkdesk as our main source of communication between clients and staff. All of our departments utilize it daily, and the entire organization inside of the office has an account. We set up different lines for our staff members to utilize frequently so that we can get our staff calls answered quicker.
- Easy to use desktop app.
- Good customer support.
- Easy to use mobile app.
- High call queues usually ends in upset staff members. A better queue system would be helpful.
- Less downtime, or App restarting required. Likely due to our higher than normal call volumes.
- Personalized "Favorite" lists in each users account.
- Text options instead of only calling.
September 03, 2021
Cloud-based telephony at its best!
Talkdesk is currently the telephony provider for our Customer Support team, providing help across six brands. The biggest problem it solves is the time taken to spin up a new phone number. That capability has made launching new products, testing new sites, and handling unexpected issues manageable in a way it wasn't with traditional telephony. The flexibility of being cloud-based can't be overstated.
- I appreciate Talkdesk's cloud-based solution that makes adding numbers, new routes and IVR flows easier than ever.
- It's also affordable while still delivering a pleasant interface, and all of the services I would expect from a more expensive brand.
- The partnership with Talkdesk is just that, you genuinely feel the team has your goals in mind, and their technical team is quick and competent. I've never seen such a focus on client success.
- The only slight drawback of Talkdesk, that they are working to address, is the detail available from their analytics. Some more in-depth call data isn't available in the reports but has to be requested. This is minor though compared to the benefits offered by Talkdesk, and of course, they continue to improve the dashboard and reporting so I am confident this concern will continue to diminish.
September 03, 2021
Talkdesk is fab!
Our company uses Talkdesk as the main point of contact for our guests while they are staying with us and during their booking process. With its integration with Salesforce, it makes finding customer profiles very simple, and oftentimes I knew what the customer was reaching out about before I even answered the calls.
- Simple UI.
- Ease of use.
- Reliability.
- Merging contacts.
August 31, 2021
Talkdesk currently best in class!!
We use Talkdesk in all our offices and service operations around the world, with 10 locations servicing 15 languages across all business units. Our main reason for selecting Talkdesk was the consistency in service across all locations, from China, the US, and Russia. The 24/7 support and a true feeling of a partnership allow us to deliver better service to our customers without worrying about the technical setup of the solution.
- Shared goal and objectives to the customers, owning the customer shirt and always willing to help each customer to develop their solution.
- Transparency, fast and caring support.
- High quality of service.
- Premium features and product developments.
- Faster roadmap to discontinue legacy parts of the product.
- Stronger calls on stopping beta features that lead to low adoption that create entropy in the platform.
August 21, 2021
Talkdesk: Easy to use VoIP solution
We use Talkdesk for our customers' incoming calls to our Customer Support and Sales Departments. Talkdesk allows us to see calls in the queue in real time which has made it possible to adjust our staffing and change our IVR to better support our customers. Talkdesk gave us the ability to really analyze the calls coming in, allowing us to know where the majority of our customers were going within the IVR and how many were dropping off. Having this feature allowed us to modify our IVR to meet our customers' needs.
- Reporting & dashboards.
- Talkdesk Callbar app.
- Easy to set up IVR.
- SIP integration could use improvement.
- Routing to extensions isn't as easy as it should be.
August 20, 2021
Talkdesk - One Less Thing to Worry About
We use Talkdesk within our Customer Experience team, along with our Trust and Payments teams. Our Customer Experience team fields the vast majority of inbound and outbound contacts between our company and our customers and hotel partners. We use Talkdesk with our other departments to allow for transfers and outbound contact capability, to further increase our capability to ensure we're able to effectively resolve issues across a large spectrum of potential reasons.
- Easy to implement.
- Great data accessibility.
- Easy administration.
- Near 100% uptime.
- Easy Call UI.
- Support for admin/agent issues.
- Billing estimates can be tricky at times through the provided reporting.
- I always like access to more free features.
- Contract renewal minimums require advanced planning.
August 20, 2021
Talkdesk: A Solid and Scalable Telephony Solution
Talkdesk is used across the entire organization as our main telephony tool. It is used for inbound and outbound calls while operating as a call center as well as a for tracking purposes through an integration with Salesforce.
- Tracking.
- User experience.
- Support.
- Reporting.
August 16, 2021
Talkdesk is user friendly
Our company uses Talkdesk for some of the clients. We use Talkdesk to call people and to track metrics. It helps us to identify problems in the moment and react accordingly.
- The Explore option gives you access to information at the moment by selecting which report that is needed.
- The Live option gives you access to what calls are being made and how long they last.
- You can make sure employees are doing what they are suppose to be doing.
- Understanding how to create your dashboard is a little difficult and takes some practice.
August 03, 2021
Talkdesk is great for Call Centers
Talkdesk is an excellent platform for Call Center use. With the Live reporting function, I can see my team's statuses in real time which allows for effective monitoring and maintaining Service Level agreements. The efficiency of being able to switch from taking calls to monitoring others is outstanding. I would recommend Talkdesk use to any call center that is looking for a reliable and stable call service.
- Monitoring in real time.
- Easy to swap between available and other statuses.
- Flawless transferring to other agents.
- Better ringtones.
July 29, 2021
Talkdesk Review
Our organization uses Talkdesk daily.
- Easy to access.
- Easy to change status.
- Easy to view.
- It would be helpful if there was an option to have the system provide [users] a frequent [popup] advising [users] of what status they are currently in.
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