Skip to main content
TrustRadius
Talkdesk

Talkdesk

Starting at $85 per month per user
View Pricing

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.

Read more
Recent Reviews

Review 09/20

8 out of 10
February 07, 2024
I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
Continue reading

Talkdesk review

2 out of 10
December 15, 2023
Incentivized
We use TalkDesk for our call center agents to take calls from clients. Agents assist clients with payment plans & applications for Federal …
Continue reading

Talkdesk Review

7 out of 10
December 12, 2023
Incentivized
We are a distributed team, and all need to be able to answer a single phone line from many different locations. Talkdesk works well for …
Continue reading
Read all 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

View all 22 features
  • Recording (406)
    9.3
    93%
  • Warm transfer (392)
    8.9
    89%
  • Historical reporting (388)
    8.4
    84%
  • Agent dashboard (416)
    8.4
    84%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
Return to navigation

Pricing

View all 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
Return to navigation

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
Return to navigation

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.

8.4
Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.7
Avg 8.3
Return to navigation

Product Details

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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple 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.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Talkdesk.

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(604)

Attribute Ratings

Reviews

(176-200 of 448)
Companies can't remove reviews or game the system. Here's why
André Leitão | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Realistically I believe Talkdesk can be a solution for all sizes of businesses and industries. Their mobile and desktop solutions enable a variety of solutions that most competitors are not even able to understand the need.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Call center operations would be best suited for Talkdesk. Talkdesk is always releasing features to improve its platform. Their support team responds quickly and accurately. Talkdesk is really feature-forward; it has been impressive to see the number of features and integrations they have pushed out year over year. Overall, I would recommend this to a colleague.
Travis McCully | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Talkdesk has been very well suited to our organization (the only organization in which I've used Talkdesk) and was the best fit at the time we signed on for the service. It can easily handle the 50-300+ agents and average of a five-digit weekly call volume that we have experienced over the past five years. Additionally, we've used it across both remote and center-based agents on Mac, PC, and Chrome based hardware with no global issues or difficulties. There may be volumes or infrastructures that would prevent Talkdesk from consideration, however I have not personally experienced any limitations.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk via our wholesale and customer service departments. Talkdesk is easy to use and implement. Our CS team uses this system for our automated call answering services and for warranty claims via incoming and outgoing calls. Our wholesale team uses this system to complete sales, cold calls, and marketing services.
  • They are easy to set up and start right away.
  • Great customer service support.
  • Voicemail systems are a breeze.
  • The back end set up could be a little more user friendly.
  • You have to customize the settings after set up to get better call quality.
  • Pricing could be better explained.
I have and will continue to recommend Talkdesk to anyone looking for simple phone services via the internet. This system integrates with our other systems making reporting and logging of calls a breeze. Customer service is always on point when we need assistance. You can not go wrong with TD and we highly recommend.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Talkdesk is robust and has the ability to be integrated with other software, like Salesforce, fairly easily. Furthermore, the user experience is fairly smooth and lends itself well to scalability. It may not be ideal for a fledgling organization as it is somewhat more complicated than necessary in some ways.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk at The Scotts Company for consumer-related calls. Glad we partnered with Talkdesk for their reporting capabilities and ability to train using recorded calls. The implementation was smooth and the application was user-friendly. It required little training for the users. We have not had any downtime since switching to Talkdesk. All associates I have worked with have been extremely helpful and made sure our questions were answered.
  • Go live was seamless.
  • Questions answered promptly.
  • Reporting easy to retrieve.
I have nothing but good things to share about Talkdesk. They are very easy to work with and make sure all of our questions are answered quickly.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We now use Talkdesk as our softphone dialer full-time. Every client we conduct business with is dialed directly through our TD call bar. The entire building utilizes this service. Business problems we experienced prior to implementing Talkdesk included frequent outages, issues with user navigation, lack of support, lack of ease of use, etc.
  • Seamless user experience, fairly simple design.
  • Simplicity - there's not a lot of "bells & whistles" to try and figure out.
  • I like the different levels of permissions, the ability to obtain data as detailed as needed.
  • We had a bit of an issue figuring out how to get our VM recordings to work properly.
  • Have the ability to add more than 1 individual to a call.
  • Maybe easier to access tech support when needed for any level rep.
I think Talkdesk thus far is the best phone service we've had as a company overall. We attempted Vonage for Business for a while, and ultimately decided to make the move to Talkdesk (I'm not mad about it one bit).
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is being used by all the departments in my company. All the employees use Talkdesk to provide customer service to all of our stakeholders. We mostly use Talkdesk for inbound and outbound calls. Our company use Talkdesk because it is super easy to use it and its efficient. As we provide customer service, this software handles all of the workload.
  • Very user friendly.
  • Can see the caller ID and can transfer the calls to other agents.
  • Can monitor live calls.
  • The layout is great and it is easy to navigate.
  • Need to reset or refresh the callbar multiple times.
I always enjoyed the simplicity of Talkdesk. When we receive the call, it is very easy to see who is calling. It allows us to look up the call log by selecting the name, phone number or email address of the customer. It allows us to transfer the calls to coworkers very easily. I would say Talkdesk deserves 10/10.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
This product works very well for in-the-moment information, such as the calls being made and the calls that come into the employees. The reports are easy to use and self-explanatory once you start looking into them. This makes it very easy for reporting and tracking. This product does not do well for those that do not have any concept of technology.
August 16, 2021

User-Friendly Product!

Maria Lopez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is used by our organization as a primary way to reach out to our customers and to prospective customers and partners. Now the use of Talkdesk varies by department, but I can say that more than one department uses it. As of right now, there are no problems with Talkdesk. It's a really great system to use. It may have some glitches from time to time as it is connected to our 3rd party CRM, but that involves problems when it comes to tracking and recording that would possibly have to do with the 3rd party system and not Talkdesk.
  • Reliable to use.
  • Offers efficient use of pre-recording messages to be able to reach out to more prospects.
  • I'd like to record pre-recorded voicemails directly from Talkdesk instead of having to convert the file to an MP3.
Talkdesk is well suited for recruiting purposes, customer relationships building, and dealing with a small to large customer base that you regularly need to follow up with via phone. A scenario where Talkdesk would be less appropriate is related to a team that focuses on internal operations or upper management.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk as our main point of contact for our customers. It is the backbone of our call center. With Talkdesk we are able to customize how and where a call is routed to our support teams, ensuring the customer is connected with the best agent possible to answer their call. Our support teams use Talkdesk to support our customers globally.
  • Talkdesk has been making some great improvements to reporting metrics.
  • Talkdesk listens to their customers, making changes based on their suggestions.
  • We love the integration with our CRM.
  • We would like to see improvements with the UI. There are some small things that are hard to use, even after the improvements.
  • We need the ability to share reports with others. Currently, each person has to make their own reports, which can be time consuming for the inexperienced.
  • From an administrative perspective, we would like the ability to edit or remove things like call queues (ring groups) and the recordings we use to communicate info to the customer.
Talkdesk is an excellent tool for a support center. They are making huge changes to how it integrates with CRM software, and improving the value of the tool by adding more omni-channel options. This will help agents better assist the customers, no matter how complex the issue. However, Talkdesk would not be the best option if used as the main phone system in an office setting.
Rogério Correia | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is currently used to manage all the incoming and outgoing contacts for our Customer Service Advisors. We also use many of their other features as Sentiment and Feedback management, as well as Knowledge bases. We are currently finishing the full integration with other tools that we also use so that the user experience is as seamless as possible. The support team has done a great job and is very present and attentive to our needs. Talkdesk is a company that shares the same entrepreneur/startup spirit as Farfetch, so for us, it is a perfect fit.
  • Customer Support and Success Management
  • Innovative Mindset
  • Nothing is impossible
  • Current User Interface could be improved
  • more customizable options
  • Audio management could be improved
Talkdesk is very well suited for fast-paced, high-volume Contact Center operations that want to offer a good experience to their customers and employees. Talkdesk is not the best fit for small, highly customized operations that require a lot of particular options and rules to manage the flow of contacts.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is used company-wide. We use it to connect with our customers, partners, and couriers. The purpose is to give customer service to our stakeholders and customers.
  • You can download the recordings
  • you can see the past history of the calls made
  • You can easily change the call tree as per your business needs
  • We can maneuver around areas like Calls, Contacts, Voicemails, Reporting, Admin
  • We can easily change the status of our Talkdesk
  • Definitely the look should be improved
  • FAQ's or basic help option needs to be there containing answers in case you don't know what function does what
  • Also some color themes can be added to look attractive
Talkdesk is best for those who want to keep call records. Certain basic changes like look and style can give you a more attractive look.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Talkdesk is fantastic for managers because we can see where agents are in real time. Having the ability to maintain service levels is important for Call Centers and Talkdesk is perfect for everyday use and when agents are working from home as it is easily accessible from anywhere. I do wish there was a way to prevent callers from being added to the queue more than one time, however.
July 29, 2021

Talkdesk Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Talkdesk would be great for work from home and call center customer service teams.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is used to make calls to customers, they are being recorded and automatically linked to the customer number and name.
  • Recording the calls
  • Linking to customer number
  • Providing the timeline for the call
  • No
Talkdesk is well suited in order to make outbound calls, we can easily find out the call already made by any agent working in a big company. We can easily look into the duration of the calls. It is much easier to listen to the calls. We do [not] need to [download] the recording.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
As working in customer support, we use Talkdesk for all the tasks. We use Talkdesk to contact our all stakeholders. It is being used by all the departments for inbound and outbound calls. It's quite convenient for my company because it connects our customers to the support team within seconds.
  • Different options in dropdown menu to update the status.
  • It's easy to monitor the performance of employees.
  • Call transfer is really good feature.
  • I would say, there should be option contact other employees.
I would really recommend Talkdesk to everyone because [it's] really convenient and easy to use. I would say, even if you run a small business or big company, Talkdesk can handle all your workload. Talkdesk is really easy to use and it provides us many different options for example call recording, call transfer, and many more.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk for customer support. It allows our employees both within the US and outside the US to take calls and answer or follow-up phone calls from our customers. It has helped us improve communications while assisting our employees outside the US to easily correspond with our customers. It is a very reliable system.
  • Customer service is easy to reach, very responsive and always helpful
  • Ease of use. It is a very intuitive system to implement and use.
  • They are constantly improving the system-even when we already think it's great.
  • We wish they did their own ticketing instead of needing to integrate with another system.
  • Some difficulty transferring calls, though we need it infrequently.
  • The recommended headphones sometimes still have issues.
Talkdesk is well-suited for use even when there is no physical office. It is great to use as an easy application while they continue to add more features in which you can decide whether to use or not. We are looking forward to greater use of their Knowledge Base system.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is being used by the team members to contact the restaurant partners and customers. It is being used by the department as well as the whole organization. It is used to transfer calls quickly, so our customers can be directed to [the] best possible person they need to speak with and that will allow us to manage higher volumes of incoming calls. We can also follow the history of contact and determine when a particular customer has been contacted and by whom. It simplifies and streamlines the intricacies of your day-to-day workflow without disrupting your priorities.
  • Fast calling. Crisp and clear call quality.
  • While taking customer's personal information one can pause the call.
  • Sometimes it freezes after a call ends when a customer hangs up during a transfer.
  • Difficulty knowing which countries we are not allowed to dial out to. Perhaps a list or note when selecting a country that can't be called.
Talkdesk is easy to use. Talkdesk helps me to engage with customers as well as restaurant partners when it comes to making outbound calls and receiving inbound calls. I'm able to see a customer's name when they call in, making it easier for me to pull up their account. I can easily see my list of calls made per day. Calls made by other team members are easy to monitor and are able to listen to their recordings. Talkdesk does sometimes have issues where I might have to restart the app because it froze but the software is constantly updating.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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
[It's] suitable for a call center or for a support organization that doesn't have a weekend on-call setup.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is used by portions of our company, and I believe it is a solid program! It handles large queues very nicely and runs smoothly. My only request is that you maybe allow for regular, scheduled, automatic updates. This would cut back on the downtime during the day, [which] requires our account to shutdown for 15 to 20 minutes, for an unscheduled update.
  • Handles large queues very well
  • Allows for options that are not only Available, Away, and Offline
  • Updates done fairly regularly
  • Regularly scheduled updates
  • In app volume button
  • In app ability to take notes
Again, I like Talkdesk for the most part. [...] Mainly just ease of access and having a notes section built into the app. But, on the whole, this is one of the better call services I have ever used.
July 27, 2021

Overall Pretty Good

Kevin Froleiks | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our entire customer service and claims team use Talkdesk. It’s how we communicate with customers and vendors on a daily basis and log all calls.
  • Makes it easy to record and log calls.
  • Easy to transfer calls.
  • Call quality and connection strength vary.
  • Reporting could be clearer and more user-friendly.
It’s great for daily customer call interaction. Might not be the best fit for larger organizations that would need more granular metrics.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is what we use to control and manage all calls for all agents regularly. We use TalkDesk to gauge and capture incoming, current agent status, call handling, call waiting, assign individual ring group tasks and so forth. It is detrimental to the work we do. The business is not able to perform customer service duties without the aid of Talkdesk thus it is an integral software we need and reply on.
  • Call data recording
  • Agent call management
  • Integrates with Callbar
  • Stability and Consistency
In a call center environment or any business that need to record, manage and utilize a streamlined, all-inclusive system of call management.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk to answer our customers incoming calls. This allows us to answer resolve customer concerns and inquiries in real-time ultimately helping our team provide a higher level of service.
  • Keeps dashboards and metrics in one place
  • Has an app in addition to a desktop version
  • Allows you to easily transfer calls between team members
  • Dashboard take a very long time to load
  • The new live dashboard setup does not allow me to see as much information at one time
  • Sometimes [TalkDesk] changes the availability status without any warning
Talkdesk is well suited to help us reach out to our customers and to allow them to reach out to us. It is less suited for cross-functional conversations with other team members.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk as our telephony solution for our Customer Support team. We have a public-facing number for customers to call into. We use an IVR for routing the customers to the correct team based on the area of the product they are calling in about. Additionally, we use the Talkdesk integration for creating cases within Salesforce.
  • Easy to setup initially.
  • Simple to configure integrations with CRMs.
  • Prebuilt reports.
  • More granularity on integration setup.
  • Bulk user administration.
Talkdesk is great for small to medium-sized companies. It was INCREDIBLY easy to set up for a small (50-100) support team that we are. When you start to get into large contact centers I don't know if it has the configurability needed for teams of hundreds or thousands of users.
Return to navigation