Overview
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.
Review 09/20
Great solution for a cloud call center of any size
Doesn't really fit all environments
An easy to use, efficient software
Scalable solution for Salesforce integration
Awesome product! easy and powerful
Talkdesk : optimized call center (30 agents)
Promising service provider
Talkdesk review
Long lasting relationship, with customized solutions
Recommend with a few reservations
Talkdesk is a really strong service with some issues to resolve
Talkdesk Review
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
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
1 video
Pricing
CX Cloud Essentials
$85
CX Cloud Elevate
$115
CX Cloud Elite
$145
Entry-level set up fee?
- Setup fee optional
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
Proactive Outbound Engagement Demo | Talkdesk
AI Customer Self-Service Demo | Talkdesk
Coaching Performance Development Demo | Talkdesk
AI Workforce Management Demo | Talkdesk
Omnichannel Agent Experience Demo | Talkdesk
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 8.4Agent dashboard(415) Ratings
Enables agents to track and view their individual and team performance.
- 8.1Validate callers(364) Ratings
Authenticates inbound callers with a customer ID.
- 8.4Outbound response(380) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.6Call forwarding(369) Ratings
Forwarding of calls to the appropriate agents.
- 8.9Click-to-call (CTC)(344) Ratings
Allows one-click calling for agents.
- 8.9Warm transfer(391) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.6Predictive dialing(193) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.3Interactive voice response(269) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8.1REST APIs(215) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8Call scripts(190) Ratings
Providing agents with a predefined conversation script.
- 8.7Call tracking(385) Ratings
Enables agents and managers to see the origin of the call.
- 8.1Multichannel integration(280) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 7.9CRM software integration(335) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.7Inbound call routing(383) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.5Omnichannel inbound routing(271) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.3Recording(405) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9Quality management(366) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.9Call analytics(380) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 8.5Historical reporting(387) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.8Live reporting(381) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8.1Customer surveys(207) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.3Customer interaction analytics(237) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is 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
Comparisons
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Reviews and Ratings
(602)Attribute Ratings
- 8.7Likelihood to Renew36 ratings
- 9.8Availability6 ratings
- 10Performance5 ratings
- 8.6Usability263 ratings
- 8.6Support Rating130 ratings
- 8.4Online Training4 ratings
- 10In-Person Training2 ratings
- 8.1Implementation Rating204 ratings
- 10Configurability6 ratings
- 10Product Scalability6 ratings
- 10Vendor pre-sale2 ratings
- 10Vendor post-sale2 ratings
Reviews
(1-25 of 105)Scalable solution for Salesforce integration
- 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.
Awesome product! easy and powerful
- voice quality
- ease of use
- flow
Talkdesk is a really strong service with some issues to resolve
- Report setup
- Integration with Bigquery and CRM
- Inbound sales
- Outbound sales - they are improving on this
- Integration with multiple accounts of the same CRM
- 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.
Talkdesk - Helpdesk management of the future
- 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
Talkdesk made a big difference for our team!
- 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
Talkdesk Review From User
- 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 a perfect choice for customer service
- 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.
Simple to use yet powerful solution
- 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.
Awesome tool for call centers!
- 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
Ease and effectiveness!
- 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.
Talkdesk user review
- 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.
Needs to update
- 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
Easy "Off The Shelf" Solution
- Reporting
- Incident Communication & Resolution (Outages)
- License Administration
- Creating Phone Calling Trees Within Talkdesk
- Legacy TD Packages Annual Increase %'s Are High (9%)
Reporting: If your agents do offline work, in addition to phone work, Talkdesk allows you to create offline states so you can track all production time.
Reporting: If your call volume is sporadic, reporting allows you to understand volume trends.
Best App Ever
- Clear
- Precise
- Accurate
- Reliable
- Can't think of any
Easily accessible
- Mobile app
- Easy to understand
- Support is quick
- Everything is good
Talkdesk change my life.
- Calls.
- Chats.
- Emails.
- Sometimes the application closes itself.
- Errors from creating emails.
- Call drops.
Please contact me so we can fix the problems.
- 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.
Talking Talkdesk
- 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
TalkDesk is all rounder for a calling solution for us
- Integration with tools
- Routing and workflows
- Call quality
- Admin panel functionality
- Workflows can be more simple
- Price point can be more affordable
Our team also likes the app from TD. very responsive and easy to use with the most functionality.
No landline No problem! Talk from your desk!
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
Talkdesk helps with overall productivity and agent efficiency
- efficiency with dialing
- call logging
- data analytics of productivity metrics
- Connectivity issues
- Call drops
- lengthy down times
Talkdesk experience.
- 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.
Lets Talk about Talkdesk
- Reports.
- Daily Functionality.
- Stability.
- Optimization.
- Training.
Talkdesk as a VOIP
- 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.
Less appropriate scenario is trying to schedule your agents. some of them lose access to WFM because the settings on the app is getting unchecked for some reason. There are still glitches with the apps for Talkdesk