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Talkdesk

Talkdesk

Starting at $75 per month per user
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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.

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Recent Reviews

Talkdesk review

2 out of 10
December 15, 2023
Incentivized
We use TalkDesk for our call center agents to take calls from clients. Agents assist clients with payment plans & applications for Federal …
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Talkdesk Review

7 out of 10
December 12, 2023
Incentivized
We are a distributed team, and all need to be able to answer a single phone line from many different locations. Talkdesk works well for …
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Read all reviews

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

View all 22 features
  • Recording (406)
    9.4
    94%
  • Warm transfer (392)
    9.1
    91%
  • Agent dashboard (416)
    8.7
    87%
  • Historical reporting (388)
    8.6
    86%

Reviewer Pros & Cons

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Video Reviews

1 video

Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
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Pricing

View all pricing

CX Cloud Essentials

$75

Cloud
per month per user

CX Cloud Elevate

$95

Cloud
per month per user

CX Cloud Elite

$125

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
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)

  • $75 per month per user
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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
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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.

8.7
Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.9
Avg 8.3
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Product Details

What is Talkdesk?

Talkdesk® is a global customer experience provider. Their contact center solution provides a way for businesses and customers to engage with one another. 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 CX Cloud™ is an end-to-end customer experience solution that aims to combine enterprise scale with consumer simplicity. Talkdesk boasts 1,800 companies around the world, 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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple 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 $75.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Talkdesk.

Reviewers rate Recording highest, with a score of 9.4.

The most common users of Talkdesk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(604)

Attribute Ratings

Reviews

(1-25 of 309)
Companies can't remove reviews or game the system. Here's why
Score 4 out of 10
Vetted Review
Verified User
Incentivized
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.
Jeanette Wiley | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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 04, 2023

Talkdesk Call Center

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk has shown to be a very dependable piece of software for our business. Both the program's overall attractiveness and convenience of use. Everything has a contemporary, tidy appearance. The user interface (UI) is stunning, and reports and live dashboards both appear fantastic. In general, it's much simpler than other older phone systems I've used, which are more sophisticated. The setup procedure for new agents is simple to understand.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
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