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Talkdesk provides solutions for both in-house support desk teams and external customer service centers for calls, emails, texts, …
Starting at $85 per month per user
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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 (406)9.393%
- Warm transfer (392)8.989%
- Historical reporting (388)8.585%
- Agent dashboard (416)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
(603)Attribute Ratings
Reviews
(226-250 of 448)Companies can't remove reviews or game the system. Here's why
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.
Due to COVID, we were forced to come up with a solution to allow us to keep operating as well as keep our employees safe. We implemented the use of Talkdesk for our remote employees to continue to service our patients while staying safe and healthy at home. After a year of successfully maintaining our patient standards, we will continue to use Talkdesk to support our employees remotely.
- Allows for remote workers to continue to do their jobs.
- Maintains a point of contact for new and current patients.
- Easy to use interface.
- When logging in, default to "offline" status to avoid potential incoming calls.
- After ending a call, default to offline instead of after call work. It sometimes takes longer than three minutes to make notes on the call you just completed.
March 10, 2021
Talk for Talkdesk
We primarily use Talkdesk for our inbound campaigns in Asia, Europe, Latin America, and North America. We also use Talkdesk omni-channel for live chat and Facebook Messenger.
- Cloud servers.
- Innovative.
- Customer Service.
- Customer service on demand services for small projects.
- All in one platform for calls and omni-channel.
March 10, 2021
The better it gets, the better it gets
Talkdesk is being used primarily by our customer-facing departments like onboarding, sales, and coaching. We offer e-learning to business owners and would-be business owners in over 100 countries. We mainly use Talkdesk to make the initial contact and book follow-up calls to discuss our member's progress. We benefit from the voicemail feature in the early stages since some members don't always pick up and end up calling us back.
- Auto-fill and auto-correct for numbers that might have been mislabeled by customers.
- Simple to switch between our three numbers when calling different countries.
- Crisp and clear call quality.
- Matching numbers with customer's data and profile.
- 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.
- I use the auto-correct to call the Caribbean, but then have to delete the first three digits manually to be able to dial out.
- I'm not sure how to have access to both the desktop and mobile versions without the toggle switcher. At times I am away from my laptop and need to make a call using the mobile feature.
March 09, 2021
An excellent tool for communication!
Talkdesk is being used across the whole organization that I work at. It helps by being a communication tool between the stakeholders. Currently, it is being used to communicate with the customers who place orders with SkipTheDishes, couriers who deliver order through Skipthedishes and restaurants who are a part of the company.
- User friendly, can easily make calls
- Easy to pull up data, the reporting feature works great
- Lets us record calls for training and quality purposes
- Sometimes, it takes too long to pull up previous data.
February 12, 2021
Talkdesk is one of the BEST Cloud Contact Centers out on the market!
Having better data for you contact center, better reporting, and live dashboards that updated for what was needed to be seen by our agents. Longest customer in queue, how many agents are on a call, how many calls are in queue. These updated in real-time so it was perfect to have for our agents. As well as the coaching system they have in place is a very easy and powerful tool our supervisors needed.
- Ease of use.
- Easy to manage.
- Feature rich.
- More out-of-box integrations.
- More App connect partners.
- UC platform added to the product.
February 10, 2021
Great UI and Good Value!
We leverage Talkdesk for interaction management with our customers. We primarily work with voice, chat, email, and OB SMS. Our main objective was to find a vendor that could transition from small business to medium and provide omnichannel functionality. As we grow, we may consider adding the QA and WFM functionality as well.
- Voice clairty
- OB SMS
- Chat
- IB email management
- Reporting/analytics
- OB email messaging
February 08, 2021
One of the best tools I would recommend to any business
I use Talkdesk every day--working from home right now. The sound quality is really great and I don't even need to use a headset. With the admin feature, you can check all the calls made and also check the recorded calls. This is one of the best tools I would recommend to any business.
- Clear
- Easy to use
- Aesthetically pleasing
- Bad quality when Internet signal is bad
February 05, 2021
A very comprehensive, easy-to-use call center solution. Quick to add new numbers globally.
We use Talkdesk as our call center solution for our customer support team. We
have a small support team (10 people) who need to provide global coverage on 24x5 basis. We process about 100 inquiries daily, in four languages, chosen from the IVR system. With COVID, our agents are 100% working from home now.
- Adding a new phone number in a new country takes two minutes and you have a working number there.
- It integrates well with our Salesforce solution.
- Their support is always quick and helpful.
- Talkdesk is extremely easy to use.
- Reporting might be well elaborated but I sometimes find it hard to navigate and find what I'm looking for.
- Unfortunately, some countries have a legal requirement that you have to have a local presence in order to have a national or toll-free line there. Not sure if Talkdesk can do anything about it but that's our greatest pain.
January 30, 2021
Employee Feedback on Talkdesk
Score 8 out of 10
Vetted Review
Verified User
Talkdesk is a wonderful tool as it allows all employees at the company I work at to communicate with customers and clients with just one click. It removes the need to purchase cell phones as everything can be efficiently done on the computer. Recorded calls are also great for training/learning purposes.
- Search feature
- Sound quality
- Recording calls/storing calls
- Possibility of starring really great calls
January 29, 2021
Talkdesk Checks Every Box
Score 10 out of 10
Vetted Review
Verified User
Talkdesk is being used across my entire organization. It allows for full transparency with each individual in the company. It is used for customer support in the United States, Canada, and Europe, as well as for our sales teams and management teams across the company. It address and meets all of our needs for anything telecommunication-related.
- Provides security for client data
- Provides transparency within the company
- Is very easy to use
- Implementing a "warm transfer" feature caused a few hiccups in my organization
At present we have 180+ users onboard across 5 contact centres driving 30k+ calls per month through the platform with a full suite of reporting to drive performance. We are using WFM, Observe.AI with speech analytics, Voice, Omni-channel (Email, Chat, Social Media, WhatsApp). We had 5 contact centres working across separate ACD's and with Talkdesk we no longer have an issue when you have one
solution bringing a wealth of data and flexibility.
- IVR Management with no coding required.
- Out of the box reporting - Historical, Live.
- Support - A customer driven community.
- Talkdesk Academy.
- The ability to silo departments within the platform - Restrict scope within role to Team level.
- Ability to trigger warning on key data sets.
- Shift Adherence - login logout data sets.
January 13, 2021
Overall, we're very happy with Talkdesk
Talkdesk is being used by our customer service department, which is about 80% of our employees. Since Swyft switched back to Talkdesk, we have not had any issues with dropped or missed calls.
- The format of the reporting tab is easy to maneuver.
- The callback system is very efficient.
- We would prefer the daily report download to only include reps that actually take or receive calls. Currently, the daily report lists every member of our company.
- It would be awesome if Talkdesk could automatically close older voicemails once the customer speaks with a representative.
January 11, 2021
User-friendly system with seamless transitions
Score 8 out of 10
Vetted Review
Verified User
Talkdesk is currently used in our organization for communication between employees within the organization while also acting as the main form of communication for customer contact. It was purchased with the intent of being implemented in the entire organization. Talkdesk allows for seamless transitions when transferring a customer over from one employee to another, making it a great experience for the customer while allowing us to maximize efficiency.
- Transition from one employee to another
- Navigating through the different functions that Talkdesk has to offer
- Ability to make calls directly from your computer
- Connection issues at times
- Not connecting to the headset during calls
- Audio output is inconsistent at times
January 11, 2021
Talkdesk Review
Score 10 out of 10
Vetted Review
Verified User
We are using Talkdesk for our call center operations, from sales to customer support, success and billing. Talkdesk is the primary source for how our agents interact with clients. Leadership uses Talkdesk tools to monitor volumes, live monitor interactions, and create/present reports highlighting things like talk times, abandonment rate, dispositions and agent activity.
- Easy to use application.
- User friendly interface.
- Excellent support.
- Reports can sometimes take long to export (minor).
- Fast, reliable connection required (understandable).
October 10, 2020
Easy to use, missing functionality
We use Talkdesk to field incoming leads and qualify leads. The dispositions allow us tracking on how many calls are potential leads, how many calls were potential leads but we failed to capture, and what we need to improve the quality of incoming calls. Talkdesk also allows us to customize our status and track our time spent during our shifts. This allows transparency about how many calls are being taken and how efficient our agents are.
- Status reporting
- Customization of inbound and outbound dispositions.
- Support is quick to answer inquiries.
- A lot of basic functionality is missing—being able to hold + transfer, for example.
- Salesforce integration is very basic and not entirely helpful for all user cases.
- While support is quick to answer, they are not always able to identify an issue, and most of the time the result of a call with support is that we have to submit a feature request because Talkdesk does not yet have a solution.
October 09, 2020
Great product! Would recommend to any peer of mine looking to use call center software or simply handling their organization's phone calls.
Score 8 out of 10
Vetted Review
Verified User
Our entire organization utilizes Talkdesk as well as our in house call center. Talkdesk allows us to manage our call center employees from home with ease. We are able to listen in on calls, record calls, do in-person training because of those options. Well, I say in person, but it's more like remote training. Talkdesk is a product that I know I can rely on to never go down and that makes my peace of mind beyond happy.
- Custom ring groups for each company our call center represents. This allows our team to manage multiple companies and answer the phones for not only our organization, but for all the companies our call center handles calls for.
- Omni channel support is something I wish they would work more on - being able to answer chats on multiple platforms all through one system is an integral part of our business. Right now only some of it works.
- The onboarding/sales team was a breeze to work with and had us up and running in no time!
- Omnichannel needs improvement. More implementations. More notifications speicfic to which platform the message is coming in on and for what ring group/client of our is receiving it.
- Pricing is a bit high. I wish there were better options for pricing.
- Dedicated customer support phone line instead of a knowledge base (which I will say is extremely extensive and supportive). They also offer chat support.
October 06, 2020
Talkdesk - Remote Team
Our Business Development team has used Talkdesk for the past 3 years. This team is mostly remote workers. It has been an efficient tool for prospecting. It allows us as a company to reach out to companies across various time zones in an organized manor. It is easy to use and setup.
- Makes phone calls.
- Allows you to track KPIs.
- It has useful feature for management.
- It is priced a little high.
- Customer support could be better.
- There are no dedicated customer success agents to understand and support company needs.
October 04, 2020
Talkdesk has helped our customer service team thrive!
Talkdesk is utilized by our customer service team. We use it to take and track incoming calls, and transfer callers to our Partner Agents all across the country. We are able to keep track of the dispositions of the calls and monitor our customizable dashboards and KPIs. We are also able to keep a large list of numbers in "favorites" to have the numbers on hand for easily transferring clients.
- Enjoy the custom dashboards
- Easy to use callbar
- Lists of favorite numbers to keep on hand
- Not as glitchy as other software we have used in the past
- We would like to see talkdesk adding a "hold" feature, in order to put a person on hold while you attend to their account. We currently only have the option to mute the customer, which sometimes adds to confusion.
- The call logs are not as easily searchable as we would like
- Creating a new number in Talkdesk is simple, but loading "favorites" takes forever
September 30, 2020
Great product!
Score 10 out of 10
Vetted Review
Verified User
Talkdesk is used across our company throughout many departments. We coordinate calls with clients and are able to transfer clients to members in different departments with ease. Because of the high volume of clients we work with and the many remote employees that we have, it is important that we have a simple service that is reliable. Talkdesk helps to keep a good consistent customer experience.
- Very easy to use interfact.
- Not resource-heavy for desktop applications
- reliable.
- more reporting options for regular users
- more customization for desktop callbar
September 30, 2020
Talkdesk is a useful tool that even our customers haven complimented!
Talkdesk is how we communicate with our customers over the phone. It is mainly used by our Customer Service team. We started only using the web version but have now started using the app and widget version. I do find the web version to be a little quicker as I have noticed some lag with the app. Overall I think it is a great tool that is very useful and have had little to no issues with it.
- Easy to use
- You can review previous calls
- You can set hours of operation
- Sometimes there is a lag or delay when speaking with a customer
- Web Mode seems to be fast than Widget Mode
- Cannot listen to voicemails on app
September 29, 2020
Good to use, with a robust feature set
Score 8 out of 10
Vetted Review
Verified User
Talkdesk is currently being used by our EMEA sales team for business development activities in EMEA.
- Integration with Salesforce was fairly easy to set up and maintain. Talkdesk provides robust capabilities in terms of pushing key metrics into SFDC as well as pulling in required user info
- The learning curve for first time users is not steep. Users can quickly get up to speed on the tool without investing in extensive training sessions.
- Reporting functionality is very good. It is easy to pull reports on KPIs based on rep, geo and/or country.
- Some users reported poor call quality and connectivity issues. However, these were fairly intermittent and resolved soon enough.
- Upgrading and setting up the call bar was somewhat troublesome and could have been made easier.
- Sometimes the browser tab lags due to the application and needs to be refreshed or logged out and back in.
September 25, 2020
Talkdesk: Simple but effective
We primarily use Talkdesk in three different departments across three different countries and regions: from the Philipines to North America. It is used for both outbound and inbound Customer Support. It enables us to have a universal tool across global regions. It also enables us to record calls which is vital in our sector.
- Quick and easy deployment. It's very simple to set up.
- Short learning curve for new staff. Easy to use.
- Good quality of recordings and reliable usage.
- Searching for a specific call is not as easy as it could be.
- The UI is increasingly archaic. Definitely needs an update.
- Reporting is clunky and not streamlined.
September 24, 2020
Talkdesk review
Score 10 out of 10
Vetted Review
Verified User
Talkdesk is used by almost every member of staff at Utility Concierge. We contact clients directly to assist in setting up services for them. There is the sales team and an account management team. All use Talkdesk to contact clients. We are also able to review calls after the fact for quality purposes and training and coaching.
- Customer support always seems to be prompt when and if issues arise
- Click to dial for efficiency
September 24, 2020
We should've switched over to Talkdesk sooner
Talkdesk is used daily by our customer service team to handle incoming and outgoing calls from leads and partner agents. TalkDesk is more reliable and offers better sound quality than the product we were using before.
- Great sound quality while on calls.
- Works great with Salesforce.
- Customer Support is available to help.
- Need to be able add/delete contacts to our favorites list.
- Callbar App could be more intuitive.
- Would like to be able to put a caller on hold before transferring... at the moment we use Mute.