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
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 448)Companies can't remove reviews or game the system. Here's why
December 05, 2021
One of the best phone solutions!
Score 9 out of 10
Vetted Review
Verified User
We use Talkdesk as our phone solution for the customers to interact with our agents. Talkdesk helped us to have a very ideal phone solution with seamless integration with our helpdesk system. The IVR solution that is provided by greatly accepted and ideal for our business.
- IVR flow
- Integration with our helpdesk system and other system
- Great reporting
- Stability
- Agent callbar functions
- Bulk import options
November 30, 2021
Talkdesk Review
At our company, we use Talkdesk to communicate with our customers. One of the best use cases of the product is its ability to integrate with Salesforce. As for scope, we rely heavily on Talkdesk to communicate with customers and disposition call notes to properties as we buy and sell homes.
- Integrate with Salesforce.
- High reliability of call service and audio quality.
- Good apps for use with the system.
- Features, As Talkdesk is new they are slowly improving the product.
- Studios can be complicated via their UI experience.
- No Ring Group control gives difficulty in Management.
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
Best App for International calling
It really uses the full app for International calling. One [of] the best apps I will recommend, it has a quite simple layout anyone can use it and has great connectivity. All the call gets connected [and] there are many country names present in that so you can call any country by using its dial code.
- Great connectivity
- Quite simple
- cool features
- need to work on connectivity
- should work less data speed
- Mobile application need improvement
November 29, 2021
Clear review on Talkdesk
Whenever we need to connect to the customer out of India, we use Talkdesk and it is very convenient and easy to use we just need to select the country code and enter the customer number.
- Connects to other countries easily
- No charges need to be paid
- Voice clarity
- Sometimes we get connected to the customer but they are not able to hear us don’t know if there is a connectivity issue
November 29, 2021
Paulina Thrasher-Review
We use Talkdesk to communicate with a portion of our customers-truck drivers. My team uses Talkdesk for both inbound and outbound calls to truck drivers to help fill their schedules and make sure our shipments get covered.
- Easy to monitor calls and download recordings
- Clean, simple to use UI
- Good service, always connects easily and has clear audio
- Glitchy-sometimes will ring with the noise but will not give you an option to answer
- Difficult to make changes/suggestions of new features
- Slow-sometimes the availability will not update or you think you're available when you're actually not
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 29, 2021
Not tech savvy user but still delivers
The business problems that are addressed by our company choosing Talkdesk as our communications software of choice would be... better communication among the entire company. Talkdesk [is] also helpful when trying to dispatch new deployments within the company because it allows our consumers to reach out to us regarding their employment and business needs.
- Technology and how it works for us
- Communication
- Wholeness within the company
- There are tech user issues
- Functionality issues
- Dropped calls
November 28, 2021
Talk Desk perfectionist
Talk Desk is used to generate reports and record calls that are made to the [customer] and the clients.
- User friendly
- Accurate reports
- Needs to add the option to make conference calls.
November 27, 2021
Talkdesk all the way !
Talkdesk has been a great choice to help us smoothly take our business global with [seamless] functioning, great support, and relevant functions. The tool has all the latest functionality and carries out complex customer call flows effortlessly. The simple and extremely intuitive interface has been helpful for employees to use all daily job functions easily and thus has [helped] in resulting in the most optimum productivity. The data and vast report options further help to make the best decisions to ensure the best product delivery and customer experience. Integration with other SAPs like Zendesk, salesforce and more, further puts it forward in the league of other crms. Multiple device usage has been a great feature to make sure that work from home in recent times is a piece of cake. The function also assures maximum productivity with 0 downtime experience so far
- Make call flows efficent
- Relevant report generation for improvement across LOBs
- Custom and flexible integration
- Ringing options
November 23, 2021
Team Lead Review
Within our branch of the company, we use Talkdesk to assist new hire candidates with questions regarding the I9 process. If they have any questions regarding any part of the paperwork when onboarding. In other departments within the company, Talkdesk is used as a VoIP to help onboard new candidates.
- Good for VOIP services
- Has helped cut cost compared to competitors
- Communication within the company
- Tech is confusing
- Could have better tutorials
- Call forward is hard to understand
November 23, 2021
Management review
I manage and instruct others on how to train new Talkdesk users. If one of my employees has an issue when signing up for Talkdesk or trying to implement within a new department of our company it is my job to make sure they understand as their manager. If they don't understand then they can't do their job.
- Offers national communications structure
- Offers tech savvy options for keeping in touch
- Tech issues are quickly resolved
- Would like the operation to run more smoothly
- Missing user functions
- Could offer walk through for less tech savvy users
November 23, 2021
Simple man honest opinion
We use Talkdesk as an overall communication device both within our field and when needing to speak to dispatch or our main boss regarding issues that may arise within the field. Overall Talkdesk has helped tremendously with communication and effectively being able to keep in touch with other professionals within our office.
- Communication
- Problem solving
- Technology advances
- Calling is sometimes hard to figure out
- Not initially user friendly
- Tech issues
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
My part of experience with Talkdesk
It is used to make outbound calls to the customers and to the clients and to generate the reports for the same.
- User friendly
- Accurate reports
- NA
- NA
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 21, 2021
BEST DIALLER USED EVER!!!
Best Call Dialler used till date. - Easy to use - Fast to dial numbers - Clear Recording of all calls in backup.
- Best Call Recording maintains weekly.
- Easy to Use interface.
- Easy to switch number to call from.
- Need to have a option to dial auto and after upload dialing sheet.
- If we can get different themes for dialer.
- Need to have a option to set Voice Mail.
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 has been the perfect fit for us!
Talkdesk has replaced most of our on-prem Avaya and Mitel systems for the entire organization to date. The balance of the kit will be replaced by Talkdesk soon. Talkdesk provides a perfect solution for us as a global company with a mobile workforce. It has provided a centralized way for us to manage colleagues working from a combination of branch offices and home.
- Professional services to onboard companies.
- Support is excellent.
- Easy to install client side software on PC and mobile devices.
- Easy to manage from cloud-based portal.
- Account managers have been very responsive to our needs.
- They have developed a healthy support community that has lots of useful info (see https://community.talkdesk.com/s/)
- There is currently no way to manage reporting dashboards in a central manner. This is on the roadmap.
- There is currently no way to route calls based on agent skills. This is on the roadmap.
- A more advanced understanding is required in order to produce meaningful reports right now. This is on the roadmap.
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
Give it a try, you wont regret it.
It helps to monitor our agent's status during call emails and much more. I personally use TalkDesk to see how many calls they take, I can also see how long they take as well as what status they use the most. This is a product that I recommend to every company where your agents have to take calls and you want to monitor their efficiency. There are many more things that it can help you with, but if I keep on going I will never finish :) All I can tell you is that I have loved using TalkDesk since day one. You will not regret it.
- Minitor status of agents
- Check how many calls they take
- Change their status from available to away and many more status.
- Make outbound calls
- Inbound calls
- Whenever we listing to calls, it would be good if we could maybe fast forward the recordings
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