Experienced TD User.
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
(26-50 of 448)Companies can't remove reviews or game the system. Here's why
Talkdesk is our VoIP solution. With the SF integration, we are able to make outbound calls with the click of a button from the SF contact record and during an inbound call, if the contact exists in SF then it redirects the user to the SF record. We have configured it to call out a pop out task so the agent can insert any comments about the call. It really makes it efficient for our agents to go from one call to the next and vice versa!
- As an agent, CRM integration with inbound/outbound calling.
- As a caller, I can listen to different options, leave voicemails, and is even linked to our Website for our agents to take chats.
- As an administrator, manage agents, assign queues/roles and different phone number assignments.
- As a manager, I can see all agent statuses and run reports on a number of times such as who is online/offline/on break, number of calls/chats/voicemails, duration of calls, and many more.
- SF Sandbox integration can be smoother when transitioning away from the Sandbox to the production.
- Ran into credential issues when toggling between Sandbox and Production.
- Getting desired numbers through Omni Channel.
July 21, 2023
Perfect Communication Tool
We receive calls from drivers, dispatchers, and companies requiring Emergency Road Service. I work 12 hour days. I am using Talkdesk during my entire shift. I am also able to review my calls in case I question an item that was needed i.e. tire size, or location of the breakdown. With Talkdesk I am also able to select a disposition of the call so reporting to upper management is easier. They can simply pull the reports. I am also able to forward a call to another agent or tech easily. This program works seamlessly w/ my Dell Computer and doesn't use a great deal of RAM.
- Being able to easily review my calls
- Know who is online w/ in our organization and change the skills that each member has.
- Callers are able to input their account # and event # so accessing their information is faster and more efficient.
- Able to customize the dispositions of calls for ease of tracking.
- Being able to call a co-worker when they are in 'After Call Work - Online' instead of just when they are in 'Available'.
- Sometimes w/o my knowledge the setting change.
- I would like to be able to change the ring tone.
- I have been experiencing dropped calls, that require I clear my cache.
July 21, 2023
Talkdesk made a big difference for our team!
Talkdesk is being used as the sole platform for inbound and outbound voice contacts across our Customer Service team. We utilize the Studio feature heavily to construct & maintain our IVR, route conversations to the appropriately skilled members of our team and to manage our requested callbacks. Talkdesk has been integrated with our CRM to create new customer profiles when there is a new contact and to update tickets to reflect certain on-call actions like transfers and hangups. We also leverage data dips into our CRM to retrieve user data and affect routing behaviors.
- Granular, detailed IVR flows.
- Segment team into skill sets and route calls accordingly.
- Maintain and manage a requested call back queue when volume is beyond bandwidth.
- Native data reporting and filtering can be clunky for KPIs that don't align exactly with what Talkdesk has out of the box.
- Integration with Kustomer CRM had to be custom built.
- Cannot initiate agent-to-agent calls.
- Had to custom build a module for A/B testing
July 21, 2023
Talkdesk Talk Fest
Score 8 out of 10
Vetted Review
Verified User
Our Guest Experience Department uses Talkdesk to take phone calls for all of our 19 stores throughout the United States. It allows us to have an individual phone line for each location, but route the calls to our Guest Experience team during business hours and back to our local store teams outside of business hours.
- Integrates well with Salesforce.
- Allows one to toggle through many phone lines to call out from a specific line.
- Offers customer service and listens to suggestions about their product.
- There are occasional (very rare, but still present) downtimes.
- Sometimes calls come in and display a phone number that isn't the one the guest is calling from.
July 19, 2023
Talkdesk Review From User
We call International customers through Talkdesk. We solve all our customer queries through Talkdesk. All in our customer service department use Talkdesk as the medium to call our International customers.
- Simple to use and regular updates
- Quick resolutions if any issues raised
- No bugs found
- Works very well even if the internet speed is not that great
- Data validation for reporting agents
- Some issue faced sometimes for connecting 3 way or conference calls
- Need to have internal call transfer facility
- Dashboard should be a bit more user-friendly
Talkdesk is being used by my organization to manage customer service requests and facilitate efficient call routing to our operations, collections, fraud, and IT support teams as well as our third-party weekend/outside of business hours call center support team. Talkdesk's platform for building inbound call handling workflows and IVR is straightforward and easy to use.
- Call handling workflow management
- IVR
- Data analytics
- Integrated Voice over IP which would allow web-based chatbots.
- Voice to text speech recognition capability.
- SMS record of conversation sent to customer and ops teams.
July 19, 2023
Simple and Efficient
I currently use Talkdesk to monitor agents. This includes their daily activities from the time they log in until their shift has ended. I also utilize the reports to get an idea of the overall performance of individuals and also the team in its entirety. Our QA and supervisors use the tool for call evaluations to get an idea of how our agents are performing on their contacts, which also aids in coaching sessions.
- It provides a detailed breakdown of the an agents' performance via the reports provided.
- If your agents work from home, you will find the agent report very helpful, as it provides the agents' pickup rate, which lets you know if agents are missing calls. This can be as a result of connection issues or them just not answering a call.
- It records each call received or made by agent, giving you the ability to listen and download that audio.
- You are able to do remote monitoring by listening in on a call if you think it is necessary without the agent knowing.
- I would love the ability to customize the customer survey. Currently, I have a word count limit.
- It would be nice if the reports came with a date stamp based on the range selected. If I pull multiple reports at the same time, it can be confusing, as it has no subject heading for date.
- It would also be nice if the duration field for some reports was in minutes instead of seconds.
July 19, 2023
Talkdesk is a perfect choice for customer service
We use Talkdesk in all department of our company which supports our corporate and particular students all over the world. We use it to make calls to students to give our help and navigate in using our online school. Talkdesk is one of our main instrument in daily job, we made around 50-100 calls per day.
- Login using Salesforce, and integration in Salesforce.
- Fast login, fast response.
- Fast technical support in resolving issues.
- There have been connection issues while talking.
- Too many updates.
July 19, 2023
Simple to use yet powerful solution
Our organisation uses Talkdesk as customer service and sales departments solution. We use national phone numbers and address the calls directly to the departments or we transfer calls once they enter to our customer support department. We implement it with a few CRM software systems to easily manage and record the process of our customers experience.
- Easy and simple to use.
- Easy to be managed and extracting useful reports.
- Implementation with other software products.
- More user friendly expansions to keep notes for the current customers with easy access and option of summarizing it.
July 19, 2023
Easily integrated into my work environment
I am sure there are many VOIP programs out there (we have tried 3 so far), but Talkdesk is here to stay. The integration with Salesforce, and the possibility and ease with which managers can listen to calls for quality reviews, offers everyone in my small office enough peace of mind about our work processes.
- Offers a click to call option.
- Easy to integrate into salesforce.
- Easy to listen to calls for quality controls.
- History of calls per agent on the web version.
- Glitches, silences or rewinding of the conversation, all of which are not so common (mainly after a long pause in calling or after using other voice/video consuming platforms). These are fixed when re-launching.
July 18, 2023
TalkDesk has proven to be a great tool
TalkDesk has proven to be a great tool for our Customer Relations Team. Had it not been for TalkDesk, our advocates would not have had the ability to work from home as they did. Phone calls would not have been answered and it would have been detrimental to our business. I really like everything about TalkDesk. If there is a functionality that we need, that is currently not available, most of the time they are able to accommodate us and find a solution. I am very happy with their product and support.
- Ability to work remote.
- Ease of integration and training.
- Support during and after install.
- Ability to and flexibility with regard to customizing some attributes
- Caller ID.
- Transferring of calls and reporting.
July 18, 2023
Great experience!
All the associates and managers at the operations team use Talkdesk daily for their phone calls and voice mail needs. The biggest help Talkdesk brings to the company is the assistance of having a phone call and voice mail system. Talkdesk is very important for immediate access to us from our customers. They are able to call us, leave us a voicemail, and get information from the recordings just by giving us a call. We are also able to organize voicemails, by reassigning them and using the transcription feature to add information on our clients to our CRM.
- User friendly
- Great support
- Communication
- Voicemail management
- Agent status
- Call flow
- Frequent bugs
- Easier access to the 'recent activity' when on a call with a customer
- Be able to change your future status, while still on a call, like it was possible before
- Editable 'home' page
- Sending user to offline or another status randomly
- Less phone delay
July 18, 2023
Talkdesk Appreciation
We use Talkdesk to make outbound and inbound calls. Talkdesk allows us to communicate more efficiently on voice calls. It is being used by the client services department mainly. It allows us to integrate our office numbers and crm.
- Importing contacts from CRM
- Call Recording
- Call Reports
- Network adaptability, call drops when network goes down.
- Less challenges after updates
- It should show the error when your time is incorrect and it wont log in.
July 18, 2023
Awesome tool for call centers!
We use Talkdesk mainly to have a call center software for the tech support team, customer service, restaurant support, website support, etc., So it's our main tool for communications. It is very helpful since we have several ring groups and we can transfer between each other. Also, it is a smart-assigning call queue, so It's not like the regular call center software where it assigns a call to the agent that has the most time is available, but it assigns it to an agent depending on several factors, like the auxiliary usage, available time, etc. It also has a voicemail feature, where it stores all voicemails and can be assigned to each agent, which is very convenient for each agent to track all voicemails, including contact information. It is also used for QA evaluations, as you can upload your QA form and evaluate the call for each agent, adding comments to each section of the voice interaction specifying on what part of the call you made the note so that the agent that is being evaluated can see exactly where are the comments. It also keeps track of every interaction with time stamps and dates of course. It's great overall
- Assigning calls to the queue
- Transferring calls
- Dialing out calls
- Detecting and using audio hardware, like headphones or headsets
- QA evaluations
- Managing the whole team
- Good Dashboard for live reporting
- Live view of the queue
- Mobile app
- Call-bar positioning and customization
July 18, 2023
Easy to install and use immediately
I would use it daily with outgoing and incoming calls thru an 800 number.
- Answer calls
- Call out
- Track and record calls
- Voice drop
- I sometimes have calls disconnect
- It froze from time to time and I couldn't pick up an incoming call
July 18, 2023
Ease and effectiveness!
Talkdesk is used in some of our other departments. It's easy to use and provides a wide range of useful real-time data. This software provider helps agents who are not as tech-savvy. Personally, I love how Talkdesk allows me to view my other group/team members. I am better able to manage my calls now and the callback feature is great. At first I was worried it may be a bad upgrade but it wasn't, it actually helps me to be more organized and in control of my system.
- Helps to improve customer satisfaction.
- Ensures that we aren't losing calls.
- Great at real time data.
- Ease and effectiveness of use.
- I found it really difficult at first to see real-time data re my live contacts.
- Do more webinars or email correspondence about Talkdesk.
- So far things are great.
July 18, 2023
Perfect solution for a customer-facing startup
Talkdesk is being used by multiple departments. It's mainly utilized by our Customer Care Team, but our Tier II Support Team and Human Resources Department also use Talkdesk. Talkdesk integrates well with our CRM and allows us to keep track of conversations with customers, vendors, employees, etc. Talkdesk allows us to select different outbound numbers when contacting different people, which is super helpful and allows for a consistent experience.
- Customer support - Talkdesk has amazing customer support and always works with us thoroughly when we have an issue or question.
- Uptime - Talkdesk rarely goes down, and if it does, it's quickly working again.
- Customizable settings - Talkdesk is insanely customizable, and the Talkdesk team is always coming out with new features and betas.
- Ringtones and sounds - It would be nice if there were more options for users to change sounds like ringtones or dialing tones.
April 21, 2023
Talkdesk: Great product but room for improvement!
Talkdesk is our service provider for phone line contacts. The business issues with Talkdesk relate to technical disruptions that can occur for agents - which can impact our frontline operations. Select issues include: - Unable to update Status (and therefore, unable to take inbound calls) - Select technical issues (receiving inbound call when currently on a call, connectivity stability, etc).
Besides that - Talkdesk is a solid product to use.
Besides that - Talkdesk is a solid product to use.
- Attendance Visualizer: Understand where your team is at and what they are working on.
- Custom Dashboards: Easy to manipulate for the information you want access to
- Easy to download Reports
- Technical / service Updates: Provide a more reliable user / client experience.
- Technical / service Updates: Poor ability to get assistance for issues. When attempting to flag product issues i've been told by support my request can only be escalated if i'm the account manager.
- Ability for integration for AI Services. Talkdesk could implement its own voice automation service within the product to allow.
January 25, 2023
Talkdesk from the Heart.
I use Talkdesk to talk and help our customers with their issues with their devices; I also use Talkdesk to give a call back to customers or to transfer for better support. I can also have a list of the calls I did so I can review it like recordings, it helped me a lot regarding to my work.
- List of recorded calls.
- Connect on the user within the organization.
- Great interface.
- Easy maneuvering.
- Different sound application.
- Different interface you change.
January 24, 2023
Talkdesk helps keep our SMB competitive
Talkdesk is used to field all inbound Sales and Support calls as well track performance of these calls. The reporting is used to assess performance of the team and resource requirements. Integrated with Salesforce we manage every customer interaction via Cases and Activities. We are also in the process of leveraging Talkdesk's SMS text feature as a new channel.
- Call queue
- Salesforce integration
- Certain team-level reporting metrics
- Better reporting of individual agents, especially via Dashboards
- Cleaner interface for Salesforce tracking (ability to search/reorder Automations)
- Ability to customer Callbar sound notifications (ringer, hold recording, etc.)
January 19, 2023
A must-have
To centrally manage calls from/to our warehouses around the globe that will always refer to urgent needs to resolve van rental Operations and their constraints, assuring the operation does not stop and any issues are resolved immediately
- Log Disposition codes
- Amazing reports for data analytics
- AWT, ACD, missed and abandoned calls, etc
- IVRs
- guided tutorials to self design our own IVRs
- available chat, even with a bot, to ask for doubts, that could be triaged to a human
- better troubleshooting on bugs like not being able to log dispositions and wrap time up, without requiring CS staff from Talkdesk providing assistance via emails and scheduled calls
January 18, 2023
Talkdesk user review
Talkdesk enables me to call customers on a daily basis. It is very reliable and allows me to keep track of calls I make with its salesforce integration. Also I appreciate the clean and simple interface. It is easy to use as well it can handle voicemail which I find very useful to keep track on customers calling me back.
- Making calls
- Keeping a log of calls made
- Handling voicemail
- Simple to use
- Better compatibility with headsets recognizing physical buttons and acting accordingly
- Personalization and the option to change cholor schemes
- The option to use it as an app.
January 18, 2023
Needs to update
I take incoming calls, make outbound calls, complete warm and cold transfer calls along with the ability to conference calls.
- Cold Transfer calls
- Warm transfer calls
- Receive incoming calls
- staying logged into Talkdesk
- Black screen appearing at times when calls are coming through inbound
- more options when completing call
January 18, 2023
TalkDesk saved our customer service reviews!!
We use it to contact customers for collections processes. We need to be able to be contacted and to contact our customers in order to be able to collect and resolve customer's inquiries, issues, doubts, etc
- Visually user friendly
- Wide range of reports
- Easy to install and use
- Good control of the users (live)
- Reports show info from all teams, related or not, sometimes hard to filter
- Users appear available to anyone using it, sometimes causing wrong transfers between agents (to a different department)
- Can't see a quick summary (live) of each agent times or status
January 18, 2023
Easy "Off The Shelf" Solution
Receive calls from dispatchers and carriers. Calls are also transferred between departments. Talkdesk helps us understand frontline staffing needs (knowing the amount of calls IB & OB and well as processing times to handle those calls). Web-based and phone app real time reporting allows managers on the go to always know how we are doing.
- Reporting
- Incident Communication & Resolution (Outages)
- License Administration
- Creating Phone Calling Trees Within Talkdesk
- Legacy TD Packages Annual Increase %'s Are High (9%)