Overview
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.
Review 09/20
Great solution for a cloud call center of any size
Doesn't really fit all environments
An easy to use, efficient software
Scalable solution for Salesforce integration
Awesome product! easy and powerful
Talkdesk : optimized call center (30 agents)
Promising service provider
Talkdesk review
Long lasting relationship, with customized solutions
Recommend with a few reservations
Talkdesk is a really strong service with some issues to resolve
Talkdesk Review
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
Pricing
CX Cloud Essentials
$85
CX Cloud Elevate
$115
CX Cloud Elite
$145
Entry-level set up fee?
- Setup fee optional
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
Proactive Outbound Engagement Demo | Talkdesk
AI Customer Self-Service Demo | Talkdesk
Coaching Performance Development Demo | Talkdesk
AI Workforce Management Demo | Talkdesk
Omnichannel Agent Experience Demo | Talkdesk
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 8.4Agent dashboard(415) Ratings
Enables agents to track and view their individual and team performance.
- 8.1Validate callers(364) Ratings
Authenticates inbound callers with a customer ID.
- 8.4Outbound response(380) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.6Call forwarding(369) Ratings
Forwarding of calls to the appropriate agents.
- 8.9Click-to-call (CTC)(344) Ratings
Allows one-click calling for agents.
- 8.9Warm transfer(391) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.6Predictive dialing(193) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(269) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.1REST APIs(215) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8Call scripts(190) Ratings
Providing agents with a predefined conversation script.
- 8.7Call tracking(385) Ratings
Enables agents and managers to see the origin of the call.
- 8.1Multichannel integration(280) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 7.9CRM software integration(335) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.7Inbound call routing(383) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.5Omnichannel inbound routing(271) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.3Recording(405) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9Quality management(366) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.9Call analytics(380) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 8.5Historical reporting(387) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.8Live reporting(381) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8.1Customer surveys(207) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.3Customer interaction analytics(237) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is 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
Comparisons
Compare with
Reviews and Ratings
(602)Attribute Ratings
- 8.7Likelihood to Renew36 ratings
- 9.8Availability6 ratings
- 10Performance5 ratings
- 8.6Usability263 ratings
- 8.6Support Rating130 ratings
- 8.4Online Training4 ratings
- 10In-Person Training2 ratings
- 8.1Implementation Rating204 ratings
- 10Configurability6 ratings
- 10Product Scalability6 ratings
- 10Vendor pre-sale2 ratings
- 10Vendor post-sale2 ratings
Reviews
(151-175 of 447)My blind trust on Talk Desk
- Gives accurate Data
- Smooth functioning
- Easy access to the report
- N/A
Salesforce Administrator reviews Talkdesk
- 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.
Review For Talkdesk
- Call recordings and Monitoring on an organization stand points
- Its integration with ticketing tools/ CRM such as zendesk and Sales force
- Decision Making for Sales teams based on trends
- Easy to use by installing app on phone or through laptop using the callbar.
- NA
Talkdesk review
- Easy to connect with the customers
- Voice quality is very good on call
- Help to recod the calls
- Sometimes it make the computer slow
- It should have different call log for incoming and outgoing calls
- Their should be a re-dail option available
Talkdesk not only talks the talk, but walks the walk.
- 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
Great communication solution!
- User friendly
- Simple
- Great design
- Solves problems
- Sync with other programs or features to automatically set when a user is busy
Talkdesk is the bridge, where the gap is nowhere to be found!
- 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.
Talkdesk is at its best
- Queue monitoring.
- Skill setting.
- Productivity reports.
- Data analysis.
- Handle time per interaction.
- Detailed report on volume.
- Dependability due to downtimes.
Talkdesk is all you need!
- 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.
Talkdesk is the best!
- 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.
Talkdesk is a customer service super tool!
- Call playback.
- Voicemail.
- Search capabilities.
- Tracking performance.
- Reports are difficult to create.
Talkdesk is incredibly user friendly and great for productivity tracking and metrics!
- Intuitive design.
- Ease of use.
- Salesforce integration.
- User friendly.
- Widget minimization gets in the way.
- Connectivity is sometimes iffy.
Can't talk me out of using Talkdesk
- 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.
User friendly
- 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.
Talkdesk - your one-stop app!
- 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.
Mediocre Experience, High-Priced Contact Center
- Call routing.
- Automation.
- Call queuing.
- Technical support.
- Purchase numbers.
- Putting in a support request.
- Pricing.
Talkdesk Full Review
- 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).
We accomplished so much with Talkdesk
- Call routing.
- Call recording.
- Transferring.
- Connectivity issues on occasion.
- Tracking transfers in call metrics.
If you must call your customers, this is a no-brainer choice
- Awesome call quality.
- Clean interface.
- Competitive prices.
- Option to use dark theme.
Overall - a Great Product that Delivers Solid ROI for our Organization.
- Good user experience making outbound and receiving inbound calls.
- Great customer support.
- Allowed our organization to transition to a fully remote workforce seamlessly.
- Have had several issues with logging in, forgot/reset password functionality doesn't always work.
Must-have tool in tech support
- 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.
Talkdesk Review
- 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.
Cloud-based telephony at its best!
- 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.
Talkdesk is fab!
- Simple UI.
- Ease of use.
- Reliability.
- Merging contacts.
Talkdesk currently best in class!!
- 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.