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.
Recent Reviews
Awards
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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
(51-75 of 447)Companies can't remove reviews or game the system. Here's why
December 30, 2022
Talkdesk review
We use Talkdesk software to provide support to our clients. All the incoming calls from customer or outgoing calls to customer are routed through the Talkdesk software only. We use this software daily to communicate within organization as well as outside of the organization. This software is very easy to use & robast.
- Calls to our external customer.
- Conferance calls with customer & within the team.
- Transfer of calls from one adgent to another.
- Accepting incoming calls from customer & create a record in phonebook.
- Even if the headphone is connected to laptop, it should ring the external speaker of PC so that we know about the incoming call.
- Sometimes hang the software.
- If software is not getting opned then we need to delete Talkdesk folder from %appdata% to restore it back.
November 16, 2022
Best App Ever
Talkdesk is being used by our organization as means to interact with our customers. Yes, it is being used by everyone. Talkdesk addresses communicating with customers.
- Clear
- Precise
- Accurate
- Reliable
- Can't think of any
November 16, 2022
Easily accessible
Helps in better customer engagement. User-friendly platform, helps in data, easily accessible on phones and other devices. It is the best application from a business development point of view. Very secure application, and records of data are easy to manage. Can transfer calls; conference facility is available. Also, managers can easily keep track of their team.
- Mobile app
- Easy to understand
- Support is quick
- Everything is good
October 26, 2022
Talkdesk change my life.
The demand of the calls, Emails complains Chats Customer service Rings results Live contact list.
- Calls.
- Chats.
- Emails.
- Sometimes the application closes itself.
- Errors from creating emails.
- Call drops.
October 26, 2022
Please contact me so we can fix the problems.
Inbound and outbound calls. I also use the mobile talk desk.
- Not work.
- Create more work for me to fix other employees talk desk.
- Make my organization miss inbound calls because it’s not working correctly.
- The entire program.
- Answering inbound calls fails.
- System operating correctly and not freezing.
October 19, 2022
TalkDesk continue to deliver an exception product.
We use TalkDesk to answer and make all of our phone calls. We need a reliable system to help us achieve our customer service goals, and TalkDesk has delivered far better than we imagine. They are constantly evolving their AI and technology based on customer feedback. We have also utilized other pieces of their product suite such as their automated dialer, which has significantly reduced our labor cost and allowed more time for our agents to focus on inbound customers. If you are looking for call center software, I would highly recommend speaking with TalkDesk as there is no doubt they are far and away one of the top products in the space.
- Customer support.
- Improving technology.
- line of products to fit customers needs.
- Reduce price for larger customer service inquiries.
- Ability to test or pilot products before committing to purchasing.
October 17, 2022
Not sure you can trust Talkdesk
Score 6 out of 10
Vetted Review
Verified User
We use Talkdesk to answer customer calls and review our interactions with them
Customers call us on the phone for technical support and accounting assistance
I also use Talkdesk to monitor the status of my team and review their customer interactions
I also use Talkdesk to create reporting on my team's performance (Average Talk Time, Available Time, etc)
Customers call us on the phone for technical support and accounting assistance
I also use Talkdesk to monitor the status of my team and review their customer interactions
I also use Talkdesk to create reporting on my team's performance (Average Talk Time, Available Time, etc)
- Talkdesk stores information about interactions well so I can quickly locate and review calls
- Talkdesk allows all users to review calls relatively easily
- Talkdesk has a handy phone book option so I don't have to memorize phone numbers
- Talkdesk statuses are not always reliable. An agent might see Available on the widget but be in Away on the Dashboard
- Merging contact information should be a thing so we don't have numerous duplicate contacts listed
- Reports should also be visual. For example, if I could have a visual representation of an agent's status throughout their shift, that would be amazing
The QA team uses Talkdesk to make phone calls and audit the phone calls that the reps make with our customers. We also export data about the phone calls for analysis, headcount planning, and agent performance. As a third main activity, we export the agent activity from talkdesk to calculate levels of efficiency and service.
- Call Recording
- Phone Calls Data Export
- Agent Status Detail Export
- Filters when exporting data
- Dashboards seem to be useful but most people never really use them
- Support page is ok, but takes time to find out what TD can or can't do
October 12, 2022
Best in class product with a robust API.
We use Talkdesk as our holistic contact center solution to manage all of our key inbound and outbound interactions with our patients across phones, website chat, and emails.
- Expansive Feature Set.
- Strong Customer support.
- Intuitive UI.
- Getting all non-core products to best-in-class status, e.g. website chat.
- Better processes for escalating time-sensitive, high-urgency support tickets.
October 12, 2022
Talking Talkdesk
Talkdesk is used to get connected with customers in the US. It provides good call clarity overall and hence is pretty useful for us. The best part is it also has a mobile app that lets users get connected through their mobile phones as well. This provides connectivity on the move as well.
- Mobile app
- Desktop/laptop option
- Talktime monitoring tools
- Option for ring groups
- Option for text message
- Needs better call clarity from desktop as clarity is better through cell phone
October 07, 2022
Does what it needs to do!
Works well for our VOIP needs! It's great that it can be used across several departments and keeps info like commonly used contacts quickly accessible. Connects to Salesforce.
- Connectivity.
- Integration.
- Ease of use.
- Slow at times.
- Too many pop-ups.
- Easier/clearer reporting.
We use Talkdesk to communicate with our customers. We have customers across LATAM and Mexico and not all carriers provide coverage for all LATAM countries. Talkdesk does, that's why it works for us.
- Data exporting.
- Ease of use.
- Country coverage.
- Report personalization.
- Calls drop frequently.
October 07, 2022
Flexible tool for great customer service
Talkdesk is used for call routing for up to 10 customer service lines. It's used for customer call routing but also for the calls of internal teams. The studio flow design allows for seamless routing, correctly capturing the call's motive and delivering such calls to agents with the most appropriate skill. Talkdesk was also chosen for its Salesforce integration capabilities.
- Call routing by allowing to create the ring groups needed
- IVR flow design for its flexibility and allowing us to explore some self-service components
- salesforce integration
- reporting component. It's hard to quickly understand the reported design and also some metrics
- Biling support always takes too much time to reply
- whenever you identify a missign feature the only solution is to publish it on the Talkdesk community and hope it gets enough votes to be noticed
October 06, 2022
TalkDesk is all rounder for a calling solution for us
Talkdesk is a great problem solver for all our calling needs, whether it's Sales, Customer support, back office and etc. Each department is using Talkdesk with individual numbers and satisfying our calling requirements. Sales are used for calling in both markets DACH and the UK. CS manages all inbound and outbound calls via Talkdesk. We have each employee's numbers from Talkdesk and also our back offices.
- Integration with tools
- Routing and workflows
- Call quality
- Admin panel functionality
- Workflows can be more simple
- Price point can be more affordable
October 03, 2022
No landline No problem! Talk from your desk!
Currently in my department, we strictly use Talkdesk to communicate with NUPD, Students, Faculty, Parents, and Residents of the area. Calls range from temperature, plumbing, electrical, to university emergencies.
This system does allow us to monitor our calls, keep track of what issues the callers are reporting, and a great metrics reporting tool.
The only downside at times is that Talkdesk can be closed too easily, meaning if you accidently hit the X button in the corner it shuts you down instead of in settings the option (hitting close minimizes your screen and runs in the background) or (yes close the application)
The system has progressed so much since we first started using it, and each update has made it better.
I do wish the Mobile option was a tier one option, feels silly their app is only accessible if you pay for the higher tiers. (even if only for Supervisors and Leads)
This system does allow us to monitor our calls, keep track of what issues the callers are reporting, and a great metrics reporting tool.
The only downside at times is that Talkdesk can be closed too easily, meaning if you accidently hit the X button in the corner it shuts you down instead of in settings the option (hitting close minimizes your screen and runs in the background) or (yes close the application)
The system has progressed so much since we first started using it, and each update has made it better.
I do wish the Mobile option was a tier one option, feels silly their app is only accessible if you pay for the higher tiers. (even if only for Supervisors and Leads)
- Metrics
- Call recordings
- Organizing types of calls
- Time keeping for logged in users
- Status keeping
- Recording locations
- How often there are outages for calls
- Desktop app having issues logging out at the end of day
- Mobile access for all tiers
October 03, 2022
Excellent Usability, Performance and Reporting
Talkdesk allows us to track and monitor our department's performance live and quickly. It's user friendly, and has many bells-and-whistles that make it extremely valuable, from reporting, to integrations with Salesforce, quality assurance and workforce management. The team at Talkdesk have always been very helpful and supportive, and you can tell their company is always innovating and growing. We are excited about their new offerings and their plans for the future.
- Reporting
- User friendly
- Live monitoring
- Reliability - usually related to the live dashboard, but sometimes with calls dropping too
- More knowledge articles to allow managers to make changes and updates on their own
October 03, 2022
Talkdesk is very easy to use and helps me do my job better
I use Talkdesk for my day to day calling. Answering inbound calls, calling out and transferring. We have it linked to Salesforce so management can track our calls and it is easy if we need help on a call from an Engineer for them to jump on at any time.
- linking with the Salesforce account
- ease of use
- transferring calls
- Sometime the calls will go silent and now allow us to hang up
- Sometimes there is an echo
- a better sounding voicemail like we are not a robot.
October 03, 2022
Talkdesk helps with overall productivity and agent efficiency
We use Talkdesk on a daily basis to connect with prospective leads regarding their interest in our product. Without Talkdesk, we would have traditional phones and have to manually dial each phone number. With the app, we can click to dial and log our call notes within the platform which will translate to our CRM system.
- efficiency with dialing
- call logging
- data analytics of productivity metrics
- Connectivity issues
- Call drops
- lengthy down times
October 03, 2022
Excellent product for a remote workforce.
We are a call center answering human resource questions for an organization with locations in 2 states.
- Allows call agents to work from any location and be reached.
- Allows employees to talk immediately, leave a message, or request a call back.
- Provides up to date analytics
- Lately there are interruptions in service
- More instructions on available analytics would be good.
September 27, 2022
Talkdesk experience.
Chat/email/voice assignation is not accurate or easy to manually assign in case that is necessary; when are unable to see live chats/emails, reassign them in case of a system issue; agents have a lot of issues trying to find templates and some digital interaction get stuck unable to close them because we are unable to see them on the queue or agents inbox.
- Reports
- Live calls view.
- Live agents status.
- There is no way to see emails on queue.
- We are not able to reassign a chat or email if the agent is having system issues.
- Takes s lot of time to get a response when we submit a ticket.
September 24, 2022
TD Review.
In a call center environment, make and receive calls as well as voicemail options. I also use TD for various reporting tasks, monitoring the call queues, call volume, and productivity of my folks. Basically, it serves as the main point of contact for all our customers who make a choice to call our support center.
- Tracks call details.
- Helps navigate all relevant call center data.
- Makes it easy to answer and make calls using stored contact data.
- Training materials are clunky and often hard to find.
- Platform is not super stable with issues 2-3 times per month.
- Widget is often glitchy and typically I will only use the web based option.
September 05, 2022
Talkdesk
I use Talkdesk on a daily basis to contact my clients. The only problem that occurs is that sometimes it cancels the calls during the conversation but overall I am satisfied with the application.
- Good call quality
- Status message
- Connected to Salesforce
- Connection issues
- Correct faulty numbers automatically
July 30, 2022
A great product for sales teams
Talkdesk allows our company to call clients, track and record phone calls, and access voicemails using one platform. It also links with Salesforce to record data which is useful for tracking of daily calls. Having the ability to conduct conference calls and transfer calls also provides benefits other services may not offer.
- Recording of calls
- Data analytics
- Syncs with other platforms
- Has occasional bugs that give errors when attempting to log calls.
- Sometimes has log in issues or doesn't sync properly.
July 18, 2022
You're looking for a high quality software to monitor team members' performance? Talkdesk it there for you.
We use Talkdesk in order to monitor team members' performance. First of all, we use the Observe AI application that's within Talkdesk in order to give coaching sessions to our team members. It helps us with identifying the areas of opportunity to be improved and the action plans that need to be executed. We also use it to monitor average handle time (AHT), pick-up rate reports, and agent status. The business problems that it addresses are mainly associated with showing detailed visibility of the areas of opportunity in each key performance indicator. In other words, we can address those areas in a timely and more effective manner.
- It shows excellent reports with detailed areas of opportunity to be addressed in a timely manner.
- It helps monitor team member's performance in a more effective way.
- It shows an excellent visibility of crucial key performance indicators
- When team members take calls, sometimes it gets frozen. It shows an error message with a sad face.
- It takes long to load the data of some specific reports like the pick-up rate reports.
- It doesn't show the breakdown of calls that are intentionally disconnected by team members.
July 17, 2022
The only tool that gathers all you need
Talkdesk workspace offers you complete visibility of your day-to-day tasks. However, it has some areas for improvement, such as * More options for custom colors and/or aid for blind people. * During calls, it won't let you change your status to avoid an incoming call when users are not ready yet.
- Full visibility of your team acivity
- Visual aids and customization of tools
- Its icons are very intuitive
- More colors, or high contrast/dark mode
- More languages
- More fonts