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
(76-100 of 447)Companies can't remove reviews or game the system. Here's why
July 08, 2022
Talkdesk Review
I´m the admin of the service center. I work with the forecast, schedule alignment, and everything related to the tool. The tool helps the business manage the schedules better and generate a report for better business decisions. Also, help us to monitor service levels in all businesses and have a better understanding of what is really happening.
- Monitor Service Levels
- Report building
- Call flow design
- Skills grouping
- forecast accuracy
- Better coding options
We use this tool in our daily work to communicate with users of the platform. The main thing is the outgoing and incoming calls that we make during user support. We process more than 300 incoming calls a day. Outgoing more than 700. This is one of our main tools when working with clients.
- Handling Inbound calls
- Outbound calls
- Monitoring
- Very often there are problems with non-calls to certain numbers, and it is unclear for what reason. I think the company should think about the error message when dialing. Since at the moment, if we have a non-call, we can't even figure out if it's a technical error or if we just can't get through to the user because he doesn't answer.
- Very incomprehensible monitoring reports, the timezone is incomprehensible and difficult to track and make a report on agents on the line.
- Integration with CRM platforms does not work perfectly, sometimes integration is brake and it is not possible to attach calls to chats.
April 13, 2022
I can't imagine using anything else!
Talkdesk allows our company to connect with colleagues from across the country with the touch of a button. Instead of dialing a number, we are able to simply select someone's name to transfer a call. We also utilize the ring group feature, where a call goes through a web of employees in order from who is best equipped for that specific call. This allows our guests to always get someone on the other line and allows their call to be directed in the correct direction. This is incredibly helpful in customer service, where instead of a voicemail a guest gets put in a "queue" with their call answered in order. They also have the option of receiving a callback, which has been incredibly helpful with wait times.
- Address internal issues quickly and solves any IT problems that arise in an efficient fashion
- Allows our large company to stay connected, and easily reach anyone in the company
- Allows our customers to have a quick and successful call experience by being routed to the correct agent
- There is still improvement to be done in the "pause recording" function so that guests' personal information is not recorded
- I wish another call could come in while I'm on the other line or show me when someone is calling while I'm on the other line. This would be helpful to see if I need to put someone on hold and transfer the other line.
April 08, 2022
The 5-star phone software solution.
Talkdesk is currently used in our company for our call centers. They work from home in this corona pandemic time and its user-friendly software to use at home. We are still busy with the implementation for the whole company. It solves problems like having old desk phones on the desks because they are not needed anymore with Talkdesk, just a headset is enough.
- User friendly.
- Easy to manage.
- Loads of options to connect with other software.
- I would like a more colourful display admin center.
- Trainings that admins can provide.
April 04, 2022
Let's Talk About TalkDesk!
Talkdesk is our main inbound & outbound phone tree we use for various departments within our organization.
We've used various phone platforms in the past and the largest problem we were having is setting up proper workflows our customers experience when calling in. The Talkdesk application certainly solved this issue we were running into. Their Studio / Flow building was super easy to use and very user-friendly.
My absolute favorite thing with Talkdesk is their Studio Academy. This is what sold us on using your system as it allowed our team to self-service any questions we had without having to call in, set up and appointment to chat with an agent, etc. etc.
We use Talkdesk & Callbar for all our in/outbound call needs across various departments and I'm basically our company's go-to when it comes to setting / modifying items.
We've used various phone platforms in the past and the largest problem we were having is setting up proper workflows our customers experience when calling in. The Talkdesk application certainly solved this issue we were running into. Their Studio / Flow building was super easy to use and very user-friendly.
My absolute favorite thing with Talkdesk is their Studio Academy. This is what sold us on using your system as it allowed our team to self-service any questions we had without having to call in, set up and appointment to chat with an agent, etc. etc.
We use Talkdesk & Callbar for all our in/outbound call needs across various departments and I'm basically our company's go-to when it comes to setting / modifying items.
- Studio Academy - We / our team can self learn on how to address our own problems
- Studio Building - Very easy to draft up a phone tree and have it operational in hours!
- Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
- Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
- I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
- Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
March 31, 2022
Want to Scale? Buy Talkdesk.
Having a reliable VOIP service that offers a remote team amazing tools and analytics to assist our customers. In addition, the WFM and scheduled reports help us provide the best service experience by getting folks on the phones when we need it. The Studio allows us to develop and build our own IVR.
- Analytics.
- IVR Development.
- Time Updates on Live.
- Understand how to create your own dashboards about stuff you care about.
March 31, 2022
Lets Talk about Talkdesk
Currently, Talkdesk is our main telephony software. We use the software as a medium to receive inbound calls, voicemails, and to make outbound calls. We also rely on Talkdesk for reporting purposes of team metrics.
- Reports.
- Daily Functionality.
- Stability.
- Optimization.
- Training.
March 31, 2022
Talkdesk as a VOIP
Talkdesk is used as the main telephony to support customers for the company. This addresses the communication and support to all our customers. Providing the best and real-time customer support is our top priority. Most of the time, customers would rather call than send emails to address their needs. This is what Talkdesk is providing my business, the ability to communicate to customers and address their needs as fast as possible.
- As a System Admin, Talkdesk has many services that help in giving the best customer service.
- I am able to admin agents for my company in an efficient manner and customize permissions given to agents.
- There are integrations that are really worth having.
- Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.
March 30, 2022
The Best Phone System for Your Sales and Service Team
Talkdesk allows us to go back and listen to calls, whether it's a refresher for a broker or even for quality assurance. It also makes our brokers more efficient through the click-to-call feature that can be implemented into Salesforce, our sales and document platform. The integration with Salesforce has been such a blessing.
- Integration with Salesforce
- Call Reliability
- Quality Assurance
- Infrequent poor call quality
- Improved dashboards for management
- Ability to change ringtone
March 29, 2022
The perfect tool for call centers
I like Talkdesk because it is easy to use, and it has good integration with Salesforce. It allows you to re-listen to calls. We have been using it for over three years now.
- You can re-listen to calls.
- You can track the number of calls.
- I would like a mobile app.
- It would be nice if it could auto detect the country code.
March 29, 2022
Crisp, clear connections
Score 10 out of 10
Vetted Review
Verified User
It is being used to dial out to all of our leads. It is used across the whole org. It allows us to use to be as efficient as possible, switch between numbers we're dialing out from and connect to leads in a very fast fashion. It rarely ever has issues, but sometimes customers do complain about the call quality and that we're cutting in and out.
- Quick to connect.
- Switch between numbers.
- Auto-dialer.
- Customers complain that we're cutting in and out.
- Call quality.
March 06, 2022
Reason to choose Talkdesk
We use a Talkdesk in our company mainly to communicate with our stakeholders such as couriers, restaurants, and customers. Also, we monitor the call to maintain our quality and service level. Skip the dishes is a food delivery company, so a lot of our inquiries come from customers and couriers. Team members need to call couriers to check if they have any issues with their ongoing order and we receive calls from customers and restaurants as well to solve their problems.
- Record the conversation of the call for quality and training purpose.
- Easy to transfer the call to other departments.
- Easy to monitor the quality and service level.
- User friendly as it does not require much training to use talk desk.
- Uncomplicated to set call trees for team members by Administrator of talk desk.
- It could have add feature like message option.
March 04, 2022
Feel good monitoring!
I use the platform to monitor real-time activity and live statuses.
- Monitoring
- Visibility
- Efficiency
- Easier to set up dashboards
- Automation is creating teams
- Automation in updated teams
March 04, 2022
Talkdesk Outshines the Competition
We use Talkdesk to handle our inbound call volume for our sales team. We also assigned phones for employees outside of the sales team replacing a typical PBX platform
- Inbound IVR and call flows
- Ease of set up and configuration
- Live reporting and dashboards
- Automated reporting and email distribution
- Workforce management
- OmniChannel
- Client support
- Currently working on their FedStamp certification, which is a two year process and almost completed
February 27, 2022
Talkdesk review
We use Talkdesk for our Contact Center communication with our guests and residents.
- Channel guest inquiries.
- provides a smooth customer experience.
- Easy of use to the contact center agents.
- Internet connectivity dependent.
- Easy of changes to the system.
February 26, 2022
Simple but potent.
We leverage Talkdesk primarily for our customer support call center. We migrated from a more entry-level product looking for more robust reporting and a more friendly user experience. We have been able to provide a user-friendly platform to our associates that have a cohesive feature set. We didn't want to introduce any added complexity to the agents' workday or workflows. It has the added benefit of being rather user-friendly on the admin side. We have been able to enhance our call routing and introduce SMS into our communication channels with little to no involvement from a developer.
- User Experience.
- Historical reporting.
- Live dashboard configuration.
- Admin experience.
- Conversion of legacy features.
- Support knowledgebase.
- Parts of Omnichannel setup.
February 23, 2022
Great platform with a room to improve
The main use is to communicate with all parties involved in our daily operations. We use it to solve customer-related issues, problems with orders, questions about payments, condition of the products, etc. Talkdesk is used each and every day to make hundreds of calls, all of them are recorded and we can review the calls to give feedback when necessary. The recording quality is pretty good and it also allows us to use coaching during the call!
- Practicality
- Searching calls
- Coaching during interaction with the customer
- Reporting
- Phone compatibility
- Chrome extension
- Routing issues
- Monitoring
- Service outages
February 22, 2022
Talkdesk IS the Solution!
Originally implemented for a small remote call center team. It worked so well we made the decision to move our entire organization over. Cost and ease of use make it the perfect solution for our employees. Our previous solution was bulky and built on old POTS technology. TalkDesk is far superior to Momentum and other outdated telecom solutions.
- Studio call flow enables custom creation and manipulation of telephony operations.
- Reporting is simple and easy to use, freeing up time for other tasks.
- Live call monitoring is a snap. One-click and you're in. One more and I can join the call if necessary.
- Infusionsoft (CRM) integration creates a seamless connection.
- Latency in some VOIP calls.
- SIP integration could be improved.
- Independent operation from CallBar would be amazing.
- Mobile app could use some improvement.
January 19, 2022
Talkdesk - Fully Recommended to SME
Score 9 out of 10
Vetted Review
Verified User
I used to be an admin and manage the users within the organization. It was a key part during the covid times as the company I was working for was very linked to the travel industry. I set up a new studio from scratch so we could completely change the way the calls were [re-directed].
- Customer service
- Studio creation
- Reporting
- Guidance on how to start a studio using the website
- Reporting explanation of the variables
- Reporting set up
January 04, 2022
Best Customer experience.
This is an amazing product for organizations to connect with our customers all across the world without any delay or hampering customer experience. The voice quality of the product is really great for both listener and speaker. This product gives access to connect with every country. Talkdesk is a huge gift for our organization to allow us to connect with our customers anytime. Working from home proved one of the important and impactable applications for us.
- easy to use on desktop very easy to download.
- calling our customer for assistance in USA AND CANADA majorly
- able to listen our recorded line after call for improvement.
- Help us monitor or performance
- maybe more speedy login process
December 25, 2021
TalkDesk review
Our team uses TalkDesk to run reports on our agents on a daily basis to ensure that they are meeting set expectations. The reports I use frequently include the ‘Calls’, ‘Agents Report’, ‘Inbound’, ‘Service Level’, and a custom report. It allows us to recognize areas of weakness and strengths and use those reports to train and coach on these areas with our agents. Some business problems we have run into are seldom, but we do have them on the occasion. I have noticed that when calls are answered by an agent and then transferred to another phone number, that agent’s call and talk time do not reflect those transferred calls in the ‘Agents Report’. In addition, there is a bit of a delay when the agent ends the call/moves to a different status, ie: ‘After Call Work’, ‘Away’, and ‘Available’ versus real-time. When trying to ensure agents are staying focused and on task, this does cause a slight worry on the occasion, but nothing that vitally affects their day. Hope this helps!
- Provides a wide variety of reports
- Allows us to be aware of productivity
- Transfer calls
- Quicker in-real-time data
December 22, 2021
Talk Desk!
I love the reporting feature. [Talkdesk] gives several different options to watch real-time numbers and address issues right away. Plus it's easy to use. There are so many different options and different things you can do. Which is great for keeping track of data and speaking what is needed and what's not.
- Reporting
- Versatile
- Holding
- Connectivity
- Transferring
- Switching between modes
December 11, 2021
Talkdesk works well for Call Center Environments!
I use Talkdesk for my position as a virtual Admissions Counselor. Talkdesk is a telephone system that we use, which allows me to perform outreach to prospective students and applicants for our graduate program. Without Talkdesk, I would not be able to make the calls and assist students with understanding our program and/or applying.
- Communicates well with Saleforce.
- Acts a telephone.
- Call Recording.
- Call Forwarding.
- Improved Communication with Salesforce to avoid disruptions.
- Improved communication when Talkdesk has tech issues.
- Improved ability to adjust size of Talkdesk widget.
December 06, 2021
Human Resources Dream
Talkdesk is our go-to communication software. We implemented TalkDesk shortly after setting up our new company location and the change has been a great decision so far. There have been a few issues mostly regarding IT support issues. Call Quality seems to have improved. Occasionally call transfers can be an issue.
- Clear and Crisp Quality
- Easy usability and quick to learn
- Love the traditional phone dial set up.
- Improve on issues with call transfer issues
December 05, 2021
One of the best phone solutions!
Score 9 out of 10
Vetted Review
Verified User
We use Talkdesk as our phone solution for the customers to interact with our agents. Talkdesk helped us to have a very ideal phone solution with seamless integration with our helpdesk system. The IVR solution that is provided by greatly accepted and ideal for our business.
- IVR flow
- Integration with our helpdesk system and other system
- Great reporting
- Stability
- Agent callbar functions
- Bulk import options