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.
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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
(126-150 of 447)Companies can't remove reviews or game the system. Here's why
November 19, 2021
Talkdesk is that you
Talkdesk is an amazing asset to those who work in the customer service field! Talkdesk has been a tremendous help with ensuring all calls are coming through and we have had no issues with connectivity. I would 10/10000 recommend for others to use this company! I haven't had any issues with using this app and will continue to live by it
- Connectivity
- User Friendly
- Training
- none
- none
- none
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 18, 2021
TD the best!
It is used to make outbound calls and generate reports. It is also used to hear the recordings for the calls made.
- User friendly
- Accurate reporting
- Clear network
- NA
- NA
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
November 17, 2021
Best calling app for Abraod
That shows how many calls are made and at what time slot. Also, talk time is shown, which is perfect. You can also track each contact conversation separately. You can focus not only on our agents but we want to give them the best tools and resources they can use to assist our customers and that's why we have Talkdesk. This helps us monitor and improve our agent's performance on a daily, weekly, and monthly basis.
- Dashboard Creation
- Integration with different Applications
- User friendly interface with customized features
- Support stats of call monitoring for report preparation
- The downtime should be informed well in advance
- If [the] internet is down, the app freezes
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 16, 2021
Talkdesk - Solution for all your Call Problems
Talkdesk is a very useful application. [Especially] when you need to connect with your client abroad. I Never faced a big problem while using it, even if there is a problem, we must appreciate their customer support who are very much active with instant resolution. I must say if you have a job to connect with people abroad then you must have Talkdesk.
- Smooth Connectivity
- Call recording to keep a track
- 24/7 Customer support
- Glitch less performance
- Easy to use
- If you can make adding conference call process easier
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
Amazing experience with TD!
[Talkdesk] is used to dial in the [customers] and to generate reports for the calls made to the [customers].
- Give us accurate report
- Easy to access
- Less time consuming
- Needs to ensure to give restricted access as well to some users where needed by the company
- Needs to add features for generating reports in different formats
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 14, 2021
Talkdesk for a better customer experience
Talkdesk is used for customer support (B2C) for pay and display machines payment application for France and Netherland. It aims to help end-users with the payment of fees, subscriptions, and day-to-day issues. IVR (Interactive Voice Response) is used first to establish a first diagnostic and then forwarded to available agents.
- Customization of customers welcome message
- Automatic dispatch to available agents
- Recording of conversations with customers
- Dashboard of activity
- Graphical design (Flow) of interaction with the customer
- Management of open/closed hours
- Possibility to backup and restore configuration
- Configuration of integration with Salesforce can be improved
- Callbar connection stabilization
November 12, 2021
Talkdesk CTI Solution
Currently, Talkdesk is used as a CTI solution for our North America Customer Care team and Digital Sales team. We are planning to introduce the solution to other regions of the world. We used another CTI solution in the past but had several issues. So in 2020, we checked different vendors for the CTI solution and Talkdesk has selected the best solution for us that would fulfill our requirements. We were looking for CTI solution that is closely integrated with Salesforce. Talkdesk CTI solution meets our expectation.
- Frist of Talkdesk call quality is lot better than our previous vendor.
- Talkdesk able to create case and activity in Salesforce automatically through it's integration process.
- Talkdesk provide customizable report and dashboards
- Salesforce Customer records easily accessible while in the call using Talkdesk Callbar App.
- I think the Salesforce connector could be improved. Several times, users were logged out from Salesforce and their call bar app get disconnected. They don't pay attention and their call activity wouldn't be created.
- An easier way to sync all Salesforce Contact and Lead data by region. We are a global company and we are only using Talkdesk in North America so no need to sync all our contacts and leads in Talkdesk. Some sort of data filter criteria would be helpful.
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
Communication and Documentation made easy
Talkdesk is used to effectively communicate with clients and agents. It is used by my company and it ensures that we can document all communications easily after calls and makes it easier to track who has called and to dial directly out of other programs we use.
- provide accurate names and numbers
- allows for note taking
- documents missed calls, voicemails and outbound calls in one place
- can easily edit information
- it will automatically change your status from available to offline
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
Talkdesk Helps
It’s used throughout the whole organization and it helps make calls easier to take an go through.
- Allows easily managed calls
- Easy call back options
- Easy to do transfers of calls
- Quicker access to calls
- Would like if it had more instructions
- Adding more options
November 12, 2021
Honest but straight to the point
It is being used across the majority of the organization. All office personnel uses Talkdesk. Talkdesk is used for communication between employees and supervisors. It also helps our team stay up to date with new developments that our team would need to know about without the delays created by email.
- Communication
- Assistance with team meetings
- Video chat and conference capabilities
- Tech difficulties
- Could be more user friendly
- Better tutorials
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 12, 2021
TalkDesk From a TD Mega User
We use TalkDesk for our customer service department, for managing all of our inbound and outbound phone contact with our customers. It addresses our need for multiple phone lines; and for us to take a high volume of calls over the standard calling system. We are a customer service-based company, so this helps.
- Mangage agent status
- take a high volume of inbound calls
- call routing
- The software can be glitchy using the application vs the web browser.
- sometimes the software drops calls.
- the admin interface seems like the GUI could use an update.