Experienced TD User.
Talkdesk provides solutions for both in-house support desk teams and external customer service centers for calls, emails, texts, …
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.
Recent Reviews
How Talkdesk Differs From Its Competitors
Awards
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Popular Features
- Recording (406)9.393%
- Warm transfer (392)8.989%
- Historical reporting (388)8.585%
- Agent dashboard (416)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
(603)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
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
87%
8.7
78.75%
7.9
N/A
N/A
N/A
N/A
- Using the Callback feature helps with customers just waiting on the phone
- Reduced abandon time
- Better reporting for leadership
We have been through at least 3 - 4 implementations with them, the one that stands out the most was the last one where we merged 2 different Talkdesk accounts (with over 500 users and 80 call flows) into one account as we were also putting all users on one instance of Salesforce. They let us take the lead and were there to help with any questions as we went through the process.
We are in the process of starting to work with SMS and WhatsApp. The workforce management tool sometimes needs some tweaking but our call/screen recording are a major help to provide better customer service.
- 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.
800
Technical Support
Customer Service
Accounts Receivable
HR Group
Inside Sales
Customer Service
Accounts Receivable
HR Group
Inside Sales
2
They need the ability to understand how to build callflows in Studio to get the customer to our agents with the least amount of headache.
The ability to also understand telephony services nd verbiage is plus!
The ability to also understand telephony services nd verbiage is plus!
- Callback feature
- Dashboards/Reports
- Ability to change Studio flows and implement pretty easy
- Our HR group is using it for texting potential new hires
- Reporting
- AI
- Case management through Workspace
- Automation
Yes
We were working with Nice InContact and TalkDesk gave us what we looking for in order to move forward in our industry.
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Ease of Use
We wanted to integrate with Salesforce and be able to Relate to Case and the ease of doing so, was a major pus for us.
Verify items in the RFP with proof that the vendor has it in production and not just on a Roadmap.
- Implemented in-house
No
Change management was a small part of the implementation and was well-handled
Making sure that we controlled when things needed to get done and track any changes needed after the implementation.
- Uploading the recordings into the Studio flows
- Roles/Permissions
- Workforce Management configurations
Yes - because of the complexity of our system and the act that we are throughout the world, we need this in order to provide good customer service to our clients.
Yes
It took a while but it depends on what the product we are having an issue with. They do take in account any feedback on ways to improve the system
- Creating Agents and profiles
- Testing new call flows without having to disrupt current flow
- Creating dashboards
- Ability for Agents to only see their performance dashboard
- Creating some reports with the current dat sets can be confusing
Yes, but I don't use it
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
88.46153846153847%
8.8
94.44444444444444%
9.4
N/A
N/A
N/A
N/A
- Talkdesk has helped us big time to increase the talk time
- Agent monitoring is detailed
- Live monitoring is very simple
- Has helped us to increase our customer service scores
Talkdesk helps us connect with all our International customers. During the time when agents face internet issues due to weather and the speed fluctuates, Talkdesk has still worked smoothly with internet speed like 2 MBPS.
Currently team has been using both Desktop and Mobile version as per their convenience.
Talkdesk gives better clarity and views on Agent monitoring, data, and Live monitoring, over and above that user-friendly.
1000
Customer Service and Sales
6
Software Team and Customer Service team
- Inbound Customer Service
- Outbound Customer Service
- Sales
- Customer ONboarding Team
- Agent Reporting
- Sales Reporting
- Training
- Inbound Onboardin Team
- Conference Calls
No
- Ease of Use
Helps with all the details.
I would check after a year as the support team also reacts very fast hence not thinking of any change as of now
- Implemented in-house
No
Change management was a small part of the implementation and was well-handled
There were multiple process and tool changed before Talkdesk. Once Talkdesk is used, the agents shared a good feedback as it has been very user friendly.
- Initial Connect and Testing
- Online Training
- In-Person Training
None.
Some - we have done small customizations to the interface
No - we have not done any custom code
No, Seems okay and good to use
For Customer Support and Sales.
The reports section is very detailed hence we opted to continue
The reports section is very detailed hence we opted to continue
No
- Calling
- Reporting
- Live Monitoring
- Not Faced Any Yet
Yes, but I don't use it
July 18, 2023
Awesome tool for call centers!
We use Talkdesk mainly to have a call center software for the tech support team, customer service, restaurant support, website support, etc., So it's our main tool for communications. It is very helpful since we have several ring groups and we can transfer between each other. Also, it is a smart-assigning call queue, so It's not like the regular call center software where it assigns a call to the agent that has the most time is available, but it assigns it to an agent depending on several factors, like the auxiliary usage, available time, etc. It also has a voicemail feature, where it stores all voicemails and can be assigned to each agent, which is very convenient for each agent to track all voicemails, including contact information. It is also used for QA evaluations, as you can upload your QA form and evaluate the call for each agent, adding comments to each section of the voice interaction specifying on what part of the call you made the note so that the agent that is being evaluated can see exactly where are the comments. It also keeps track of every interaction with time stamps and dates of course. It's great overall
- 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
69.0909090909091%
6.9
95.71428571428571%
9.6
N/A
N/A
N/A
N/A
- Reduced call waiting
- Increased productivity
- Improved quality assurance
- Core functionality of the business
One time my Talkdesk live reporting Dashboard was not working at all, so I contacted the Talkdesk support via chat and I have to say that it is pretty good! They answered right away and knew exactly what the issue was. It turned out that it was just an ad blocker that I installed on my computer.
Skipping question
At the place I used to work before, we used Avaya One-X as our softphone software for the same purpose, call center. I like Talkdesk more because it lets you use whatever headset you want, it can be a 3.5mm jack, a USB headset, Bluetooth, even the speakers and the microphone of the laptop. However, Avaya only lets you use an Avaya hard phone or a USB headset. Nothing else. So I really appreciate the options that Talkdesk provides.
500
Customer service, technical support, billing, cancellations, sales
4
Great use of Windows and Mac operating systems, broad experience with call centers and IT overall
- Customer Service
- Technical Support
- Sales
- Call managing
- Quality assurance
- Live reporting of agents' statuses
- Voicemail managing
- Chat managing
- Clock in / out
No
- Cloud Solutions
- Integration with Other Systems
- Ease of Use
Functionality, ease of use and integration is a must for this type of business, as new hires are coming in constantly, and we need the integration with other software in a daily basis.
- Third-party professional services
Salesforce
No
Change management was minimal
Not much to it, pretty easy setup, just regular training
- None
- None
- None
No, not needed as the regular support is more than enough
- Callbar
- Agent statuses
- Call assigning
- QA
- None
- None
- None
Yes, but I don't use it
March 04, 2022
Talkdesk Outshines the Competition
We use Talkdesk to handle our inbound call volume for our sales team. We also assigned phones for employees outside of the sales team replacing a typical PBX platform
- Inbound IVR and call flows
- Ease of set up and configuration
- Live reporting and dashboards
- Automated reporting and email distribution
- Workforce management
- OmniChannel
- Client support
- Currently working on their FedStamp certification, which is a two year process and almost completed
92.30769230769229%
9.2
100%
10.0
N/A
N/A
N/A
N/A
- 74% increase in revenue in the past two years with a less than 10% growth prior to implementation in the previous 10 years
- 33% decrease in customer escalations
- Reduction of Average Handle Time by 22%
- Staffing ability with remote workers
There have been two instances, one at night and one on the weekends, that I had an issue (not software) and received advice within hours. Unheard of!
- Five9
We chose Talkdesk for all the reasons noted in this review.
110
Inside sales, outside sales (with mobile app), international sales, customer care, claims, and our operations team including dispatch and warehouse.
1
No required skills. Between the easy to use support features within Talkdesk, the live chat, the email support and the knowledge manager, it is as simple as reading.
- Visibility into the number of calls received and the number of the caller
- Full call recording and analytical scripting
- Omnichannel with track back to marketing campaigns
- Integration with our Dynamics CRM
- We have created "callflows" and mini IVR's for the individual voicemails which has allowed every customer to choose if they want a "live" person or not
- Talkdesk allows us to easily integrate into many systems, including Pipes.AI, which allows us to leverage our Lead To Call automation platform.
- The uses of Talkdesk and their features are limited to the imagination and we are just getting started.
- We are expecting Talkdesk to our two addtional business units
No
- Price
- Product Usability
Easy to use and launch as we were under a very tight deadline with no existing contact center platform in place.
Not sure I would or could. Regardless, the result would not have changed, especially in light of all the additional features and benefits that have been launched within Talkdesk.
- Implemented in-house
- Third-party professional services
No
Change management was minimal
change management was not a concern at implementation, however, as we continued to roll out new tools throughout the organization, it became more apparent that "education on why" we were doing certain things surrounding full call recordings, analytical software, and tracking items never tracked before was needed.
Which we did and we truly have changed the organization approach to dealing with internal/external customers, for the better.
Which we did and we truly have changed the organization approach to dealing with internal/external customers, for the better.
- We imposted on ourselves a very tight schedule which Talkdesk met
- Online training
No - we have not done any customization to the interface
No - we have not done any custom code
Integration and not customization,as there was absolutely no need.
Although we are a 24/7 shop, our activity during the "overnight" shift is minimal and the reliability and sustainabilty of Talkdesk has not warranted premium support at this time, as well as, the support I get is AMAZING!
No
- Setting up agents
- Studio Flows
- Reporting
- none
Yes
The mobile interface works great.
It is reliant on the internet, therefore, the interface can be "choppy" where internet signal is weak, which happens infreguently, however, does happen as it does for our other web based interfaces
It is reliant on the internet, therefore, the interface can be "choppy" where internet signal is weak, which happens infreguently, however, does happen as it does for our other web based interfaces
Talkdesk is very transparent and candid, no "games" being played
Yes
No downtime and no unexpected impacts
SMOOTH!
SMOOTH!
- Allowed us to unleash all of the feature sets available on Talkdesk
- No upgrades planned so use of features such as CX, WFM, and CSAT survey
No
No
November 03, 2021
Mediocre Experience, High-Priced Contact Center
Talkdesk is being used by our Technical Support team to support customer requests with issues concerning our software and hardware. Talkdesk takes care of call routing and queuing.
- Call routing.
- Automation.
- Call queuing.
- Technical support.
- Purchase numbers.
- Putting in a support request.
- Pricing.
76.92307692307692%
7.7
76.66666666666667%
7.7
N/A
N/A
N/A
N/A
- Has eased the complexity of inbound calls.
- No visible ROI since they are expensive.
- Has increased customer satisfaction rate to some extent.
When I was first setting up the new call routing for EMEA they provided a Technical Expert who help me through the rough patches with the new call flow process.
- Sangoma Asterisk and formerly from Digium
Ok [in my experience,] Talkdesk has had numerous outages and technical issues throughout the 6 years we have been on board with them. [In my opinion,] they are slow to resolve issues and support requests and refer you to the knowledge base way too much, instead of just resolving the issue expediently.
50
Technical Support for Software and hardware.
1
IT Global Operation Manager Masters Degree in MIS with a concentration in Networking. 39 Years experience with in IT, IPT experinece with Asterisk, Cisco Call Manager, and Talkdesk Self taught.
- Call routing.
- Call automation.
- Call back functionality.
- Call analytics.
- Reporting.
- Automated email notification for calls going to missed calls.
- Automated email notification for calls going to abandon calls.
- Automated email notification for calls going to voicemail.
- Calendar based rules for after hours support calling external numbers.
- Total call flow management.
- Teams integration.
- Salesforce integration.
- Chat and SMS functionality.
No
- Product Features
- Product Reputation
Technical Support Management was pushing for this solutions. They liked it and were not concerned with the backend challenges and implementation aspect and they seemed to be the best solution at the time.
Yes
- Implemented in-house
No
Change management was a major issue with the implementation
We need and more clear set of expectations and result based on our internal set process. It was more like learn as you go
- Useability at first
- Adoption of the new process
- Administration
No due to the cost, [I believe,] the product is expensive enough as it is.
No
- Calling
- Studio
- Call Flow Design
- Functionality and Features
Yes
I have not tried it myself personally but, I have been told by my users it works.