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Talkdesk

Talkdesk

Starting at $85 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

Review 09/20

8 out of 10
February 07, 2024
I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
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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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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)
    9.3
    93%
  • Warm transfer (392)
    8.9
    89%
  • Historical reporting (388)
    8.4
    84%
  • Agent dashboard (416)
    8.4
    84%

Reviewer Pros & Cons

View all pros & cons

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

$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
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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.

8.4
Avg 8.3

Workforce Optimization (WFO)

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

8.7
Avg 8.3
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Product Details

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 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 $85.

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

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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Comparisons

View all alternatives
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Reviews and Ratings

(604)

Attribute Ratings

Reviews

(101-125 of 309)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
There is no comparison of the above-mentioned products as they are nowhere near the features that Talkdesk provides. Talkdesk has a unique UI which is very helpful and is easy to use. There are no random disconnects and voice clarity is exceptional as compared to the other products mentioned here.
November 16, 2021

TalkDesk saves the day!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
I have not tested any similar products to Talkdesk as I have only been in this industry for a few years. I would be glad to do a future review once I have gained more experience in this industry if the opportunity exists. I believe that Talkdesk is the industry leader.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Having a different chat platform prior, transitioning to Talkdesk gave us an avenue to put it in the same platform as where our agents take in calls. Ensuring that the data platform provides us a more consistent look and consistency is important for growth. Our email platform used to be elsewhere as well and having them all in Talkdesk will give you confidence knowing that Omnichannel can be achieved in one software.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
There are a lot of limitations and bugs using Cisco Finesse. It is inefficient to use and we found some inaccuracies with the reports. However, on the other hand, Talkdesk functions way better and provides us with more accurate data that we need in our business analysis. This way, we are able to improve the business performance.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Prior to using Talkdesk, we used RC, and it was far worse than Talkdesk. The reporting was almost non-existent, but it did take a lot less maintenance. Five9 was evaluated after we moved to Talkdesk as a potential solution, but we felt they didn't fix many of the issues we were having with the structure of Talkdesk. Instead of switching to Five9, we move our Sales team to Zoom Phone and Playbooks. This solution works much better for individual numbers with high outbound volume.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is far superior when it comes to the interface for every day users and managers. Better analytics and integration with other software we use. ShoreTel was unreliable for call recordings. Talkdesk reporting is easy to understand and set up for managers and admins. This was not the case with ShoreTel.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We are currently going to be ending out contract with Talkdesk and moving to a platform that can have more analytics like Outreach or Salesloft. Also better support, better privacy and over all more robust platform.
November 12, 2021

Talkdesk Helps

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Using Talkdesk is easier because when I need help my questions or concerns are answered almost right away compare to Stella which takes a lot longer to get feedback and almost every time you are in a time crunch or DONT want to keep a call waiting. It’s also just all-around easier to navigate.
November 12, 2021

Money

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk can't be compared to anything out there. It's in a league of its own and it will be unfair to compare, you guys just do a better job compared to the competition and offer way more useful options compared to the competition out there and it's not even close
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We found that Talkdesk was the leader in all categories except price. They touted a solid integration with Salesforce, which was a primary concern. Tenfold was unable to track transferred calls, so that was the reason for switching to Talkdesk. I think Talkdesk really wowed the C-level decision-makers with their sales presentation and knowledge. The fact that the app itself and the dashboards and UI looks great also helps. For the record, we are such a difficult company to work with that CloudTalk simply told us that it didn't look like a good match. Talkdesk stuck with us despite a lengthy sales and negotiation process.
November 11, 2021

Talkdesk review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • ASAPP Customer Experience Performance (CXP)
It helps us to give a great customer service support to the customer, The customer also can reach to us very easily if they have any quarry or question and we can provide the solution with the help of talkdesk, it is very comfortable to use from both the end
Mariah Howard | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Cloud talk and talk desk are pretty equivalent in terms of usuals. Talk desk has been more scalable which has allowed for our company to seamlessly grow and is utilized by a large amount of employees and the cal quality seems to be better than that of cloud talk.
November 10, 2021

Talkdesk is at its best

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Finesse is a tool that we use before we integrated Talkdesk. If there is one thing that we can say about this tool, that is the simplicity of it. It is simple yet it lacks all the things that Talkdesk has provided us. Data extraction is hard which made it hard for us to review what was done correctly and what needs to be improved. Talkdesk made it easy for us to do these. Very user friendly.
November 09, 2021

Talkdesk is the best!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is very user-friendly and beneficial for our daily tasks and deliverables. It also provides more accurate data and reports compared with the previous tools we used. There are also limitations on the previous tool unlike in Talkdesk where we can find mostly what we need for analysis reports for business improvement.
November 03, 2021

User friendly

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is by far more user-friendly. Has way more features as well. I have not used any other app that has nearly as many features as Talkdesk does. Anytime I hear about another service similar or see it being advertised they do not have the same features and usability.
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