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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How Talkdesk Differs From Its Competitors
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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
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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 and Ratings
(602)Attribute Ratings
Reviews
(1-25 of 236)Companies can't remove reviews or game the system. Here's why
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 15, 2023
Talkdesk : optimized call center (30 agents)
We have a team of Customer Service of about 30 agents accross 3 countries (Canada, USA, Colombia). Our agents support our customers through order-taking and other inquiries such as billing. They use Talkdesk for inbound, outbound calls and emails. The call flow is able to identify callers per region to accomodate the language of the caller. We also use Talkdesk to report on performance indicators.
- Call routing
- User friendly user interface
- Many communication channels to choose from
- No third party services
- Product support
- Product availability
- Reports - not as user friendly, the data quality is not great
- Billing - the bill should have more details about usage
December 15, 2023
Promising service provider
Using it for our external customer hosting services needs along with some internal services that we keep in house. Standalone invoices are hard to review with month-over-month changes from finance perspective.
- Talkdesk CX Cloud Elevate Licenses
- Custom Reporting with Live & Explore
- Quality Management Assis
- provide details with user info for billing purposes
- ability to sign term contract with discounts.
December 14, 2023
Long lasting relationship, with customized solutions
We use Talkdesk to interact with customers across our customer journey. Not only inbound but outbound as well. We are already using in different departments, such as: sales, marketing, finance, talent acquisition, marketplace. We will have more teams using Talkdesk in the next years, as it will use the capabilities to ensure we are meeting targets across the different teams.
- Live Dashboards
- Real time support
- Account manager
- default reporting
- APIs
- Studio Flow
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
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
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
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
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.