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 (406)9.393%
- Warm transfer (392)8.989%
- Historical reporting (388)8.484%
- Agent dashboard (416)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(416) Ratings
Enables agents to track and view their individual and team performance.
- 8.2Validate callers(365) Ratings
Authenticates inbound callers with a customer ID.
- 8.4Outbound response(381) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.6Call forwarding(370) Ratings
Forwarding of calls to the appropriate agents.
- 8.9Click-to-call (CTC)(345) Ratings
Allows one-click calling for agents.
- 8.9Warm transfer(392) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.6Predictive dialing(194) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(270) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.1REST APIs(216) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.1Call scripts(191) Ratings
Providing agents with a predefined conversation script.
- 8.7Call tracking(386) Ratings
Enables agents and managers to see the origin of the call.
- 8.1Multichannel integration(281) 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
- 8CRM software integration(336) 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(384) 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(272) 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(406) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9Quality management(367) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.9Call analytics(381) 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..
- 8.4Historical reporting(388) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.8Live reporting(382) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8.2Customer surveys(208) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.4Customer interaction analytics(238) 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
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Reviews and Ratings
(604)Attribute Ratings
- 8.8Likelihood to Renew36 ratings
- 9.8Availability6 ratings
- 10Performance5 ratings
- 8.7Usability264 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
(176-200 of 448)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.
Talkdesk: Easy to use VoIP solution
- 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.
Talkdesk - One Less Thing to Worry About
- 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 is the best online phone system we have used.
- 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.
Talkdesk: A Solid and Scalable Telephony Solution
- Tracking.
- User experience.
- Support.
- Reporting.
Highly recommend the switch to Talkdesk
- Go live was seamless.
- Questions answered promptly.
- Reporting easy to retrieve.
Pleasantly surprised, exceeds expectations, and sets the bar for business communications
- 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.
The best platform for your business
- 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.
Talkdesk is user friendly
- 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.
User-Friendly Product!
- 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.
Customer Satisfaction, Guaranteed!
- 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 it worth it? Yes, it is.
- 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- Makes business easy
- 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 great for Call Centers
- Monitoring in real time.
- Easy to swap between available and other statuses.
- Flawless transferring to other agents.
- Better ringtones.
Talkdesk Review
- 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.
Will recommend Talkdesk
- Recording the calls
- Linking to customer number
- Providing the timeline for the call
- No
- 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.
Talkdesk has you covered
- 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: Easy way to connect
- 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.
- 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
- 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
Overall Pretty Good
- 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.
- Call data recording
- Agent call management
- Integrates with Callbar
- Stability and Consistency
Come Talkdesk to Me!
- 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
- Easy to setup initially.
- Simple to configure integrations with CRMs.
- Prebuilt reports.
- More granularity on integration setup.
- Bulk user administration.