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
How Talkdesk Differs From Its Competitors
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
Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
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
www.talkdesk.com
Proactive Outbound Engagement Demo | Talkdesk
www.talkdesk.com
AI Customer Self-Service Demo | Talkdesk
www.talkdesk.com
Coaching Performance Development Demo | Talkdesk
www.talkdesk.com
AI Workforce Management Demo | Talkdesk
www.talkdesk.com
Omnichannel Agent Experience Demo | Talkdesk
www.talkdesk.com
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).
Comparisons
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Reviews and Ratings
(602)Attribute Ratings
Reviews
(1-25 of 308)Companies can't remove reviews or game the system. Here's why
February 07, 2024
Review 09/20
Score 8 out of 10
Vetted Review
Verified User
It's great for what we use it.
January 02, 2024
Great solution for a cloud call center of any size
January 02, 2024
Doesn't really fit all environments
We selected Talkdesk only because we were getting mixed country data on Zendesk and thus felt the need to move to our own system. Zendesk provides data such as first response time, tracing a call and the transfers and changes in that process is easier, drawing data is far simpler and standard and its easy to drill into the data on the live system.
January 02, 2024
An easy to use, efficient software
December 28, 2023
Scalable solution for Salesforce integration
- Aircall, RingCentral and Zoom Phone
Zoom Phone has all CX requirements met for our team, but we worried about prospecting/outbound options for Sales and ability to grow with our team in the future. We opted to use Zoom Phone internally for our non-customer-facing team instead. The downsides of Ring Central include the lack of auto-delete for recordings - we would need manually delete recordings. Additionally, voicemails only go to one person. There was no shared inbox across teams.
December 15, 2023
Talkdesk : optimized call center (30 agents)
- Five9 and Avaya UCaaS
Talkdesk was by far the best fit for our company and the most user friendly. They really invest in their company and it showed from the start. Talkdesk was also more fairly priced.
December 15, 2023
Product is great, but Customer Service is horrible.
Talkdesk product is still one of the best. BUt their service is horrible.
December 14, 2023
Long lasting relationship, with customized solutions
the user experience is better, as the layout and interface is more user friendly and intuitive. With a low support from the engineering we can make a big progress. We also have more autonomy to test new things by following the articles from the help center. Also, it is easier to explain to someone that never used Talkdesk before
December 13, 2023
Recommend with a few reservations
- Five9, Avaya Experience Platform and Genesys IVR
At the time we felt that Talkdesk offered some more user-friendly solutions. Looking at CCaaS solutions was a new experience for us, so we really didn't know what we didn't know. If I had to repeat the selection process today, I'd have better questions and honestly am not sure if Talkdesk would come out on top now.
December 13, 2023
Talkdesk is a really strong service with some issues to resolve
Talkdesk accomplished all the functionalities our Company was looking for in a dialer operation setting - predictive dialer, dashboard elaboration, CRM integration, Bigquery integration, call forwarding, IVR, Inbound operation, among others. This is something that the other players do not have as a whole. However, there are developments in GoContact which are allowing the Company to compete in most of the functionalities.
December 12, 2023
Talkdesk Review
They're all basically the same
December 04, 2023
Talkdesk Call Center
- NICE CXone (formerly NICE inContact)
The new features that Talkdesk has made it easier for us as a company to make the change, the software is easy for agents/supervisors and managers to work with. They are always trying to improve the features as well as Support is awesome to work with.
TalkDesk is the one we zeroed on and used since last couple of years.
Talkdesk is much more visual than Genesys and has many more functions. When I used genesys to work a couple years back, it was more of a status tool, while talkdesk is so much more, for example performance tracking tool, customer satisfaction managing tool, and it did not have so many grafic options of incoming inbound calls for example.
August 04, 2023
Talkdesk review
July 31, 2023
Talkdesk - Helpdesk management of the future
We use a combination of Nextiva and Talkdesk. We've found that Nextiva works well for general soft phone usage vs Talkdesk which is best from a support standpoint
July 27, 2023
Talkdesk gets the job done!
Talkdesk has ease of use rating
July 25, 2023
A well integrated cloud communication service with easier implementation and maintenance
Score 10 out of 10
Vetted Review
Verified User
- Five9 and Amazon Connect
Talkdesk provided better integrated solution compared to other vendors which had some dependency on other 3rd party vendors for some of the features.
Talkdesk beats the competition because it understands integrations between CRM systems much better than the competitors. VoIP software's tend to focus on the quality of the calls, the actual dialer and that part of the software. Talkdesk focuses on the the customizable experience of integrating the VoIP with the CRM and the reporting tools, along with the management makes it a no brainer.
July 21, 2023
Perfect Communication Tool
I honestly do not remember what program we had prior to Talkdesk. That in itself says a lot. It was nothing compared to what Talkdesk is capable of. I do remember it being limited as to the different options that were available. I truly believe the move to using Talkdesk was an immense improvement to what we had.
July 21, 2023
Talkdesk made a big difference for our team!
The transfer features available to us in Aircall were nearly impossible to use. Agents had to be in a wide-open status that allowed both inbound calls and transfers to be routed, requiring a complex ballet of "turn on your availability and get the transfer" within a split second. It was impossible to use and our call center employees were waving hand signals to make it work. We faced overall platform and app stability issues that left our call center dead in the water.
July 21, 2023
Talkdesk Talk Fest
Score 8 out of 10
Vetted Review
Verified User
July 19, 2023
Talkdesk Review From User
Talkdesk gives better clarity and views on Agent monitoring, data, and Live monitoring, over and above that user-friendly.
July 19, 2023
Simple and Efficient
Honestly, it had to do with cost. Talkdesk offers a very great product at a very competitive price. While the other products had several things, Talkdesk gives you the ability to use what the business needs at the time instead of giving everything at once at a higher price. In some cases, you probably don't use it all anyway, so why pay for what you aren't using.
July 19, 2023
Talkdesk is a perfect choice for customer service
Our contract with Five9 was finishing and we found a modern alternative which is much easier to use, which has a nice and easy interface, and which automatically connects with Salesforce. These differences were ones of the most important in the decision of changing the product for our daily work. Talkdesk is a great product for customer service.