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
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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 (405)9.393%
- Warm transfer (391)8.989%
- Historical reporting (387)8.585%
- Agent dashboard (415)8.484%
Reviewer Pros & Cons
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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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Product Details
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- 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
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February 13, 2024
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.
- Routes Calls
- Adding Ring Groups
- Knowledgebase
- Reports
- LIve Stats
January 02, 2024
Doesn't really fit all environments
Its used for calls, chats, whattsapps and emails. There is also a quality management and workforce tool but we found that the process was not user-friendly and as such use different systems for this. Our customer and internal comms take place on this platform and we are aware that there are other functionalities to it but are reluctant to venture into them due to the difficulty in navigation.
- Populate graphs in reports
- Allows a whisper function during agent calls
- Has a knowledge base for reference
- Has videos to assist with customer troubleshooting
- Great responses on after sales service
- Great sales team
- Reporting is not easy to manipulate
- Workforce management is not available in a simplified view
- Creation of the Quality management process is not easy
- Call quality is not great in Africa
- Some features do not yet come with a full list of reporting capabilities
- Connectivity causes delays in responses in all communication as they have no tower in Africa
- It is significantly more expensive than local providers
- Lack of integration to in-house systems caused a barrier
December 28, 2023
Scalable solution for Salesforce integration
Owl Labs is currently using Talkdesk for our Sales and CX teams. We wanted a customer facing phone system that would allow us to customize our IVR, be able to transfer calls to live agents, voicemails, and external phone numbers as well. With our previous system, we had a lot of smaller limitations that were adding up and causing it to be difficult to scale. With Talkdesk, we have many ways to scale our system with simple fixes like pre-setting our holiday messaging and hours months in advance.
- Customization of IVR.
- Great onboarding support.
- Integration with Salesforce.
- Lacking continued success manager support. After onboarding, you are transferred to general support. Sometimes, we need help with more strategic & bigger picture decisions post launch that would be great to talk through with a CSM.
- I wish the features available in the web app were available in the call bar app. It would make it a bit easier for our reps to have one less place to look to manage voicemails.
December 13, 2023
Recommend with a few reservations
We use Talkdesk as the contact center platform for our IT Service Desk, which provides service to both internal PSCU staff and external customers at financial institutions. We are a distributed workforce, with all of our team working remotely across many different places in the USA. We currently use the voice and chat channel, workforce management, and are heavy users of reporting. We moved to Talkdesk from an on-premises call management system, and is our first foray into CCaaS within the company. We currently handle around 7000 customer contacts per month, routed to both general-purpose ring groups and specialized groups that accommodate callers with special requirements.
- Real-time dashboards that can be customized for agents and management.
- Visual IVR creation and management
- Call management and routing
- From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
- Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
- We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
- Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
- Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
December 13, 2023
Talkdesk is a really strong service with some issues to resolve
Our Company has a large outbound sales operations and Talkdesk is used as our dialer setup to support this operation. Our Company also has an inbound line and required a service that could support both types of calls. Also, the reports and integration with our CRM were two of the essential functionalities our Company requires in a dialer and Talkdesk is able to accomplish both.
- Report setup
- Integration with Bigquery and CRM
- Inbound sales
- Outbound sales - they are improving on this
- Integration with multiple accounts of the same CRM
December 04, 2023
Talkdesk Call Center
We are currently using Talkdesk throughout our US/Mexico and Europe Call Centers, for a variety of our departments. We are able to implement it with Salesforce and relate to the cases, so it makes it easier to follow the call throughout the process as well as evaluate agents with Call recording and screen capture.
- The Live dashboards really help to know what agents are doing as well as see what calls are in the queue and the timing
- They have a variety of reports and dashboards with the ability to create your own if needed.
- The ease of administering the system is great and being able to do it from anywhere (via phone, iPad, etc.).
- Default reports provide most of everything you need without having to create on from scratch
- We would like the agents to be able to see their progress daily on the tool without seeing other agents (this is currently scheduled I think for Q4)
- To be able to transfer calls to the top of a call flow, instead of transferring them out of the system and back in, so they can choose the correct option if the Ring group is not known.
- For the Callback option, transferring the call outside the system and back in, the system retains the outbound caller id, not the customer's original one, so the callback will fail.
- The ability to see real login/logout reports
November 15, 2023
Everyday use
Score 9 out of 10
Vetted Review
Verified User
We support our client's 24x7 with critical customer support and business needs. Talkdesk is critical for us to have the interface up and running. From installing Talkdesk to its everyday use, it has been incredibly smooth and easy to use. With this pandemic happening, we have seen an increase in volumes with our clients and the need to be remote and active on the phones for support. Talkdesk has been great in achieving our needs to help assist our everyday clients.
- Integrate with Salesforce
- Clear communication
- Easy to install
- Report friendly
- Stability in SF
- Call quality/connectivity
We are in the 24x7 customer support business and it's critical for us to have the interface up and running. Talkdesk does the job for us as expected. We have been using it for the last 2 years, and so far, the overall experience is great. The interface is smooth and easily integrated with Chrome, which we widely use in our company. We needed a phone system that allowed a distributed team in our org to take customer calls on mobile numbers and not expose their personal phones. Talkdesk helped us in this scenario and it's really useful in this Covid time as well. post the covid we have been using TalkDesk with no issues and all seems to be working great.
- The best features are the ones that our Customer Service and Sales team use. The teams have to do calls on a daily basis and our customers are all over the USA. The ease of use and the app is the best.
- Simple migration from existing apps.
- Quick integration and easy to use.
- Easy to install and setup.
- Dependable
- Easy Reporting
- Sometime we faced issues related to caches. Not sure how that can be improved.
- The thing I like least about Talkdesk is the reporting section. We need many customized reports, and for some reason, we haven't really explored this section. We wish it could be simple to use like an API call.
My team has to contact our customers and partners with Talkdesk, so it makes the communication between us (platform) and both parties possible. Without it, the communication would be much slower per email. We also have a chat function, but in some cases, a call solves the issue more effectively than an email or chat.
- Allows customers and partners to contact us with their issues
- Allows us to contact customers and partners to solve their issues with one another
- Allows issues to be solved more efficiently and faster
- sometimes people cannot hear/be heard
- It would be great to have more detailed info (with graphics) about the team and individual performance
- team performance reports daily/weekly/monthly mail functions would be great
August 04, 2023
Talkdesk review
We use Talkdesk for multiple departments here at Foundations Recovery Network. Our teams consist of Admissions Coordinators, Customer Service Specialist, Care Coordinators Clinicians, Operations, Benefits Analyst, Intake, and Adolescent Admissions Teams. We manage all of our inbound and outbound call volume through Talkdesk. Talkdesk software customizations ease the issues with call routing through out our company.
- Customer Support
- Communication on updates
- Feedback
- Streamlining the set up process
- None
July 31, 2023
Talkdesk - Helpdesk management of the future
Used as a softphone and by our merchant care/support teams for supporting our product
- UI is great
- Support, also great
- Users love it; easy to use; simple
- I think documentation could be better, pointing towards using the desktop app
July 27, 2023
Talkdesk gets the job done!
We have used Talkdesk for both incoming and outgoing calls across the company particularly in the sale department. For customer outreach, quality assurance is important and call quality is excellent.TD is easily integrated with Salesforce and facilitates our ability to interface with customers to drives sales and enhance revenues.
- Call quality
- Easy integration with Salesforce
- Adaptability to operational changes
- Click to call is highly efficient
- Call quality is sometimes not up to par but customer service is responsive
July 25, 2023
I'm a talkdesker!
Score 10 out of 10
Vetted Review
Verified User
Our organization utilized Talkdesk to outreach to our students and for them to reach us. It has proven to be amazingly useful, consistent and reliable in this primary use. Talkdesk also provides a place for us to analyze every member of my teams use of talkdesk to ensure the team is actively working together on outreach.
- Very reliable with our ability to complete outreach.
- Very reliable for inbound calls for our target audience to reach.
- The customer service is particularly helpful when it comes to troubleshooting issues.
- I think the look of and layout of our talkdesk could be more seamless.
July 25, 2023
A well integrated cloud communication service with easier implementation and maintenance
Score 10 out of 10
Vetted Review
Verified User
We wanted a global CTI solution compatible with our cloud CRM supporting approx 800+ agents worldwide with multiple language/timezone support. Our old CTI solution was an on Premise solution and although robust was difficult to manage and integrate with newer technology platforms.This is where we found Talkdesk to be meeting our needs. We went from designing to actual go live across all the regions (Americas/EMEA/APJ/India) in a record time of 10 months. We had our share of challenges and odd working hours due to diverse user base but the end result led to a much better integrated system with cloud CRM, company AWS storage account and reporting solution. We observed and raised multiple CR's along the way and we are seeing the progress in product features as we continue to enhance our system further. We are now excited to expand the capabilities with MS Teams integration and other new features.
- We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
- We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
- We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
- The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
- The core maintenance, migration and deployment of Voice prompts, functions alongwith flow changes is crucial and is a key missing feature. Development in Production was a shocker and led to lot of confusion and limitation during the implementation and testing.
- The AI feature is not as supported and reliable in Non English language
- The Support team seems very lean to handle heavy loads of issue thereby delaying the resolution of the issue. One of our critical issue took almost 2 months to resolve which could have been handled better by proactively driving the issue from talkdesk end.
- The support ticket does not have any escalation process. It needs to add the severity/ impact to number of agents and have people to support escalation especially involving Call Quality/network/Reporting/storage
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 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
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
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