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
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
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
94.16666666666666%
9.4
84.44444444444444%
8.4
N/A
N/A
N/A
N/A
- increased agent productivity
- increased customer retention rates
Talkdesk was transitioning from Callbar to the desktop app and we were not aware of the transition and once on the support call, they very effectively walked us through getting the desktop app deployed through Intune
Not applicable for our organization
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
56
Merchant care/Merchant Success/Implementation teams
4
General IT staff to provide and deprovision different accesses
- Support for our product
- Use as a soft phone
- Inbound sales representatives
- Inbound sales
- Soft phone usage
- Not sure at this time
No
- Cloud Solutions
- Integration with Other Systems
- Ease of Use
I believe that the single most important factor in the decision to choose TalkDesk was the price along with the ability to have it meet our business needs
I think we would be more diligent in our contract negotiations to ensure that the price hikes wouldn't be as steep
- Implemented in-house
No
- No major issues encountered during implementation
- No Training
Yes, Talkdesk is fairly easy to use without training
I do not.
N/A
No, given how easy it is to use Talkdesk we didn't find it necessary
No
- The Talkdesk desktop app
- Making calls
- Receiving calls
- Nothing in particular
- Salesforce
Salesforce is fully integrated into Talkdesk. I was not involved in the integration although I imagine it was fairly simple to set up
- n/a
I am not aware of any future integration
- Single Signon
Unsure of how Salesforce was integrated
Talkdesk support is awesome and they can probably help with any issues you encounter
I was not a part of the sales process
I was not a part of the sales process
No
- Did not upgrade
- Did not upgrade
No
No
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.
95.55555555555556%
9.6
100%
10.0
N/A
N/A
N/A
N/A
- Increased agent productivity - agents are concerned w/ the Service Level %
- I am not privy to the revenue figures.
- Knowing how long a customer is in the queue.
I personally do not report outages or software issues. I do know from my side, we have not been w/without our phones and for more than 15 minutes the absolutely most, and never on my shift. So the product is stable and does not experience any issues at all.
We do not use multiple Talkdesk products together. We use only the Call Bar.
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.
204
We dispatch for Emergency Road Services. We have customers all over the United States and bottom half of Canada.
8
Our Coaches submit tickets to Talkdesk for any ongoing issues i.e. downtime. Although for simple fixes like asking a dispatcher to dump their cache or do a restart is handled by Coaches on duty at the time.
- Being able to record conversations
- Disposition of calls for tracking purposes
- Being able to track service level of employees.
- Using two call bars, when needing to contact a tech and have that call recorded as well while the first call can be on hold.
- Being able to customize list of dispositions to 'fit' our company
- Having individual lines for each 'big' customer - caller ID would then have that company acc't # in the ID
Yes
I honestly do not remember what we used prior to Talkdesk.
- Integration with Other Systems
- Ease of Use
It is important that our programs work together for a smother operation. That will ensure our customers receive timely responses to there needs. It is also important to have a user friendly product. Not everyone is computer savvy although they are great employees and great working w. our customers. So it is important they will also be able to function w/in the program in a fluid and efficient manner.
Again, I was not involved in the process.
- Don't know
- All of our employees work remotely - so knowing for sure if everyone was secure in knowing the product was difficult.
- People learn differently - so the need for visual and audio demonstration was needed
- Online Training
No - I am not on that side of the company. So I only get to use the product and if there are issues to make sure they are reported in a timely fashion. Most generally that is through 'Teams'.
Again, I am not on that side of the company. So, I am not even sure what is available and what isn't. That being said, I do not know what our company had customized to fit our needs.
Unknown what was purchased, I am not on that side of the business. I would assume they did only because of the volume of calls and employees that utilize the system. It would be a better value than having issues that would not be able to get solved in a timely manner.
- Answering calls
- Changing out bound lines
- Using the directory
- Selecting Dispositions of calls for tracking purposes.
- Only having seconds to select 'After Call Work' in order to not get another call right away.
- While on the phone the color of the selections i.e. 'Hold Field' is so light they are hard to see.
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
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.
82.5%
8.3
88.88888888888889%
8.9
N/A
N/A
N/A
N/A
- Reduced handle times for agents.
- More audible communication.
- Manageable queues.
- Easy to use dashboard and features.
I remember when Is started out with Talkdesk and was required to log all my calls/activities. I was still working my way around the system and procrastinated with my logging, back then I wasnt aware that talkdesk saved all my data/activities. I was extremely relived when I found my contact\s logged under my talkdesk activities
N/A
Talkdesk is so effective at real-time data and is hassle-free. It helps Companies and agents alike to reach their goals. It's a great software to use in businesses and large centers worldwide. There are other software out there that performs but Talkdesk is known for their ease and effectiveness.
5000
Finance, marketing, production, sales etc
1000
Effective communicators
- Customer satisfaction
- Agent efficiency
- Ease of Business
- Solve communication issues
- Tracks call/callers
- Fluency in business
- Expended privacy
- Network flexibility
- Increased functionality
- Device options
Yes
Avaya-Details were not shared
- Other
Was not involved in the purchashing process
N/A
- Don't know
- Was not involved in the process
- Same as above
- Same as above
- Online Training
Not at this time
Not at this time
N/A
No
- Calling a client
- Checking dashboard
- Tracking Stats
- Someone unable to change aux
- N/A
- N/A
- N/A
- N/A
Was not involved in yhr process
- N/A
- N/A
N/A
- File import/export
N/A
N/A
N/A
N/A
Yes
Went smoothly. Possibly fixed a bug as previously it was lagging
- No more latency
- Auto offline aux was resolved
- Continued smoothness
- Currently doing great..any addition will be a bonus
- Currently doing great..any addition will be a bonus
- Currently doing great..any addition will be a bonus
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