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
(201-225 of 447)Companies can't remove reviews or game the system. Here's why
June 25, 2021
Working with Talkdesk for a year and a half now...
Talkdesk is used across all of Goldenergy, except for some BPO partners for whom we don't make the decision of which contact center software to use. We use it as our contact center and internal voice communication. Talkdesk handles our public hotlines support with IVR structures with both human and self-care options to solve our customers' requests.
- Easy to set up
- User friendly interface
- Stable and realiable in any bandwith context
- Billing is hard to understand
- Lack of some features in Outbound solutions
- Adding and removing licenses should be more flexible (in terms of costs)
June 13, 2021
Superstar Companion
Score 8 out of 10
Vetted Review
Verified User
It is being used by the customer service department. By receiving calls and doing outbound to get in touch with our customers to follow up about their missing information such as prescription, updating address, and by assisting in placing order over the phone or booking an appointment for troubleshooting their purchase from our company.
- Providing accurate information that is entered.
- Having option on putting customer on hold.
- Having precise details on the address book.
- Getting the specific time of the incoming and outgoing call.
- Can easily view current status of an individual.
- Provide more update such as having a noise suppression.
- Sometimes the Talkdesk call bar is not syncing at the same time while being used.
May 25, 2021
Talkdesk legit?
It's being used by the entire Customer Service, HQ and IT helpdesk operations within our Company. It addresses Contact center and Internal phone solutions and provides detailed analysis of our Multi channeled customer service support from different angles. It also showed cost effectiveness and robust reporting solutions from a Voice perspective
- Reports and analytics
- Call back feature was helpful
- Studio flow is a cool platform
- Live queue monitoring
- Training modules are great!
- Queue prioritization will be great! E.g. Prio for Voice least prio in Email or Prio in Service least prio in Sales queue
- Live monitoring must have Dispositions added in there too
- Combine all channels in one page so agents can efficiently switch from one channel to the other - assuming that the agent is skilled to support them
- Omnichannel is the worst non-voice platform that I've used for years. They lack detailed reports and metrics aren't in line with industry SLAs. Glitches on settings and a lot more!
April 20, 2021
Generally a great feature!
Talkdesk is used by a number of functions within the company. It allows us to be in contact with clients remotely when working from home as all calls can be taken online rather than through a fixed landline, which is a great advantage to us, especially during the current pandemic. It is also great that it is integrated within Salesforce.
- Calls can be taken online, no need for fixed landline.
- Can be integrated within Salesforce which is an incredibly useful tool.
- Allows good recording of call metrics in a user friendly manner.
- There can occasionally be glitches with the Salesforce integration.
- It would be great to have some further FAQ to help agents with queries.
- All agents must update software independently on their own devices.
April 06, 2021
Love Talkdesk
We are a call center for home inspection companies. We use Talkdesk as our phone system.
- Internet-based phone.
- Laptop friend, so you can travel with it.
- Callbar is very easy to use.
- Omnichannel is hard to understand and use. We do not use it for this reason.
- There needs to be a way to find past calls better. A way to filter them.
April 01, 2021
Handy tool for high quality client interaction
It is being used across the whole organisation, particularly by the Customer Support, Guest Support and Lettings Departments. It allows us to receive incoming calls and make outgoing calls in order to resolve any customer queries or guest issues whilst they are in-stay. It also allows us to leave voicemail messages when we can't get through to a client.
- High quality calls
- Uses company database to recognise who is calling
- Its "click-to-call" function makes it easy to make outgoing calls to clients without needing to type numbers in manually
- The Salesforce integration can sometimes malfunction, preventing you from attaching a call log to a specific case
March 31, 2021
Talkdesk: The best user-friendly work from home tool!
We use Talkdesk to communicate with all of our clients across the world. It allows us to work remotely effectively, as no physical phone is required. It allows us to track and record all calls for training and monitoring purposes, and can be used by all of our teams in every department.
- Easy to navigate and user friendly.
- Ability to call any number in any part of the world.
- Cost Effective.
- Occasional glitches upon login/when making outbound calls.
- When logging into Talkdesk, it automatically sets your status to 'available' meaning that if any calls are queued, they will come directly to you the second you login. When logging in, it would be good to login as offline and have the ability to change your status to available when ready.
March 29, 2021
Better than many, but still a few things to improve.
Talkdesk is the main mode of communication between B2C and B2B. All departments use this as it provides quick synch communication and we redirect calls between departments using the software. Most problems can be solved rather quickly, than email, or any other modes of communication.
- Connect phone records with cases on Salesforce
- Ability to take notes during the call
- Ability to redirect calls to different departments and people.
- Slow synch, if case on Salesforce it's recently created then it's less likely to appear on the app to connect records.
- Issues with audio in both directions, sometimes caller will not be able to hear, sometimes the receiver of the call.
- Constant request to connect with Salesforce, even if it's already connected and live.
March 29, 2021
Talkdesk: Reliable and user-friendly
We use Talkdesk to communicate with our hosts (property owners), guests, suppliers used by the company as a whole though mainly operational.
- Sound quality
- User friendly. Simple UI
- Clear reporting tools
- Occasional syncing issues with Salesforce so data isn't fetched.
- Occasional glitches i.e 'fetching data' when a call comes through or getting stuck on a status.
March 23, 2021
Talkdesk is a great tool. I highly recommend.
I use Talkdesk to call restaurant owners across Canada.
- Easy to call our partners.
- Just copy and paste the phone number on TD.
- No need to login again as my credentials are saved.
- More access to Data and stats reports.
- Allow calls back for each user or even notifications a customer tried to call.
- Tell us how many times we called a given phone number when we dial.
March 22, 2021
Talkdesk elevated our customer service levels!
Talkdesk has allowed our company transparency and metrics to help improve our customer's experience. The integration into Salesforce has increased productivity and allowed more inclusion of customer information between the two platforms.
- Transparency of data metrics
- Integration into Salesforce
- Great dashboards and reporting
- Reporting and more reporting into Salesforce to use on dashboards.
- More In-depth instructions on what Talkdesk can do with Integrations.
March 22, 2021
Talkdesk to the rescue
We use Talkdesk in two departments: Customer service and Sales. We primarily use it for call routing and Zendesk/Salesforce integration.
- Call routing
- Zendesk integration
- Salesforce integration
- Voicemail handling
- Voicemail transcription
- Admin studio
March 22, 2021
Talkdesk Review
To communicate with members in different countries. It helps us access different areas of the world.
- Dashboard is easy to read
- Away mode works
- Calling tone is a good indicator
- Not all countries are available.
- Call quality could be better.
I use Talkdesk every day. I use it while I'm interacting with our customers to give them a smooth experience. I transfer them to the correct department if needed and I'm able to generate tickets as soon as I answer a call because the ticket will automatically show up. This makes handling customer issues or feedback a lot easier. I've never had problems with hearing our customers and vice versa. This app is perfect for day to day use.
- Easy to navigate.
- Helps with customer interaction.
- Great for day to day use.
- Sometimes a customer's name won't show up.
- Sometimes the button to pause recording won't show up.
March 19, 2021
Reasons to choose Talkdesk
It is used mostly by departments. It deals with the customer, couriers, and restaurant concerns over a phone call. Talkdesk is also used for tracking the service level of the department and for coaching purposes for team members.
- Inbound/outbound call tracking.
- Call recording.
- Check the service level.
- Check the team member's status on Talkdesk.
- Easy to monitor.
- Monitoring section can be improved for better service level.
March 17, 2021
Easy to use and easy to communicate w/ a team!
Talkdesk is used across our corporate employees. We use the chat features and take advantage of the files that are able to be attached. We have used the meeting option on the calendar. Most of all we use the call log and I do have scheduled reports set up for review.
- It is easy to copy and paste items.
- It is easy to recall items needed using the search icon.
- Building reports can be easy after review the correct tutorials.
- As an admin - I would like the ability to see my teams calendar without having to be invited.
- Missed calls do not consistently report in a timely manner.
March 16, 2021
A Novice Review ( 2 months in ) of Talkdesk!
Related to sales, it is used across the entire company. I am not certain if support functions such as finance and marketing also use Talkdesk.
- Tracking activity of calls.
- Providing interface with CRM Hub Spot.
- Allows customization of dashboards.
- Tracks missed calls and allocation of Voice Mail.
- Still learning and might be better equipped to critique shortcomings, if any, with more time.
March 14, 2021
Talkdesk is easy to use and meets our requirements
Talkdesk has been great for me in the role that I have, it is easy to manage work queues, accept and transfer calls and talk with customers. It is easy to use and does not need much experience to use. I recommend this software since it works great in the office or working from home. There is no difference in the way it works.
- Easy to log in to the application and take calls.
- It is easy to change status in order to take calls, or do other types of work.
- It is easy to transfer calls to other agents, no training needed, it is self intuitive.
- Talkdesk could use more options about ring tones.
March 10, 2021
Nice and Easy
It is used by our account managing, guest experience, and sales team.
Most of the communications are coming from our CS and guest experience team. Being able to share it as a whole makes things a lot easier to communicate with our clients.
Most of the communications are coming from our CS and guest experience team. Being able to share it as a whole makes things a lot easier to communicate with our clients.
- Transfers well to other team members.
- Good amount of options you can use with Salesforce.
- Easy to use.
- Callbar [is] useful.
- Callbar is not always compatible.
- Hard to install.
- Loads of steps.
March 10, 2021
Talkdesk will enhance your team's performance!
Talkdesk has been a game changer for our organization. Super easy to set up and manage. The reporting features and ability to listen to live calls really helps when coaching team members. The overall use of the application is very simple and easy to use. Transferring calls and the contact list really helps facilitate communication within our company.
- Reporting.
- Contact List.
- Transferring Calls.
- Better Call Log.
- More reporting options.
- Call ID.
March 10, 2021
There is no better customer service. They are amazing.
We use it for our telephone customer support for our organization. It is easy for our customers to use and allows our employees in other countries to support our customers.
- Their training and customer support is superb.
- The system is relatively easy to figure out administratively.
- We can use it with customers and staff in other countries.
- I'd like them to be a stand alone for all support services.
- The amount of time it takes for a customer to be routed can be lengthy.
- At times, the connectivity via headphones (even with the recommended ones) is not great.
March 10, 2021
Talkdesk - the best step for your growing business
Talkdesk is used in two different departments of our organization - the Retail plus customer support and the Wholesale part of the company. We practically manage all of the incoming calls for the whole organization. Talkdesk makes it extremely easy to forward calls from one department to the other and also is integrated with our support system, which makes dealing with complaints and follows up a lot easier.
- Keeps all customer details visible.
- Very reliable despite the fact is online based.
- Has great reporting tools.
- The search feature.
- Contacts Management.
- Reports.
March 10, 2021
Talkdesk to talk from your desk!
I have been using Talkdesk at SkipTheDishes in our North American Operations and was now a part of the initiatives where we implemented it in our UK operations too. It is a wonderful tool that we have and makes us call our customers and couriers at a fast pace. The new upgrades are wonderful especially the Talkdesk Callbar. The software is easy to use and pull information from.
- Fast calling.
- Easy to get the data for a particular time frame.
- Simple UI.
- Sometimes it doesn't fetch the information of the person.
- Should give the person on the call a mandatory 10 seconds break between calls.
March 10, 2021
Talkdesk: A truly fluid addition to your daily workflow!
Talkdesk is being used as [the] primary point-of-contact app with customers new and old. It's utilized by all the support and sales departments across the entire company.
The main problem it solves is being able to minimize the number of windows/screens involved in switching between different disciplines while also being able to show your team/management when you're available and working, and when you're not.
The main problem it solves is being able to minimize the number of windows/screens involved in switching between different disciplines while also being able to show your team/management when you're available and working, and when you're not.
- It minimizes the effort involved in toggling seamlessly from the main disciplines in the workplace like Email, Chat, and Phone while also maintaining transparency with your team when it comes to Lunch, Meetings, and Prep time.
- You can utilize its widget mode or maintain it within your browser based on how you like to organize your screen.
- It simplifies and streamlines the intricacies of your day-to-day workflow without disrupting your priorities.
- A notable weakness I've experienced with Talkdesk thus far is it tends to 'glitch' out from time-to-time; like being stuck in "Not Ready For Calls" when you clearly are or when you cannot accept incoming calls.
- A note regarding its inability to customize the list of options available to you, it'd be nice to have the ability to customize your own like "Personal" or "Appointment".
- When logging off, if you don't update your status to "Offline" you will remain active on Talkdesk until the beginning of your next shift.
March 10, 2021
Love Talkdesk!
Talkdesk has been super reliable for my workers [and] we have had minimal issues. Even scheduled maintenance is during good times that do not affect our flow. When having to call in to support at times, we are helped fast and with respect. Keep up the great work, our company loves using this product!
- Callbar instead of the web tab is effective.
- Transferring is easy.
- Two transfer options ; warm and blind
- When transfers fail, the loud buzzing is annoying.
- Sometimes it freezes after a call ends when customer hangs up during transfer.