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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

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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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Talkdesk is best suited for calls if internet speed fluctuates, and the voice clarity is good even with the speed of 2 MBPS. No issues have been identified yet in 2 years; however, there should be an option for internal call transfers.
Contact Center Software (13)
88.46153846153847%
8.8
Agent dashboard
100%
10.0
Validate callers
90%
9.0
Outbound response
90%
9.0
Call forwarding
60%
6.0
Click-to-call (CTC)
90%
9.0
Warm transfer
70%
7.0
Predictive dialing
90%
9.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
90%
9.0
Call tracking
100%
10.0
Multichannel integration
70%
7.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
94.44444444444444%
9.4
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
90%
9.0
Call analytics
100%
10.0
Historical reporting
90%
9.0
Live reporting
100%
10.0
Customer surveys
80%
8.0
Customer interaction analytics
90%
9.0
Omnichannel support
N/A
N/A
Predictive Analytics
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
I would give 9 as there are only a couple of features, like Internal Call transfer and conference calls.
Completely satisfied as Talkdesk is 100 times better than the previous software used, which I would not like to name. Talkdesk has helped us increase the talk time and better customer service.
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
Talkdesk has been one of our main tool to connect with our International Customers
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
We got a very talented individual for the training. Made it look very simple and easy to use
The training and usage details were share appropriately
No. Seems very good.
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
Absolutely perfect. Approachable and fast
For Customer Support and Sales.

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
We have already implemented the tool with our multiple departments.
Always available. A very very rare downtime which also gets resolved very quickly
The reporting pages load very fast. It also depends on your internet connectivity too however for a normal usage even if the internet speed is around 25 MBPS. Even the heavy pages load fast.
March 04, 2022

Feel good monitoring!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use the platform to monitor real-time activity and live statuses.
  • Monitoring
  • Visibility
  • Efficiency
  • Easier to set up dashboards
  • Automation is creating teams
  • Automation in updated teams
It is perfect for live status monitoring. It is difficult to set up our own teams.
Contact Center Software (13)
89.23076923076923%
8.9
Agent dashboard
90%
9.0
Validate callers
90%
9.0
Outbound response
90%
9.0
Call forwarding
90%
9.0
Click-to-call (CTC)
90%
9.0
Warm transfer
90%
9.0
Predictive dialing
90%
9.0
Interactive voice response
90%
9.0
REST APIs
90%
9.0
Call scripts
90%
9.0
Call tracking
80%
8.0
Multichannel integration
90%
9.0
CRM software integration
90%
9.0
Workforce Optimization (WFO) (9)
81.11111111111111%
8.1
Inbound call routing
80%
8.0
Omnichannel inbound routing
90%
9.0
Recording
80%
8.0
Quality management
80%
8.0
Call analytics
80%
8.0
Historical reporting
80%
8.0
Live reporting
80%
8.0
Customer surveys
80%
8.0
Customer interaction analytics
80%
8.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Saving time monitoring
  • Easy to use
  • Positively affecting billing which is based on statuses
It is easy to use and easy to monitor staff.
Having live monitoring access and the ability to update statuses is really good.
  • Verint Workforce Engagement (discontinued)
Talkdesk is easier to use.
Zendesk Chat (formerly Zopim), Calabrio Teleopti WFM, Google Workspace (formerly G Suite)
4999
Live monitoring of statuses and reporting
4000
Focus on detail, quick learners. Managememt and real time analysts
  • Live monitoring
  • Status use
  • Adherence
  • Live monitoring
  • managing adherence
  • updating live statuses
  • merge use across all channels chat email and phone
  • payroll
  • live chat with advisors
Works really well and is efficient
No
  • Product Usability
Managing teams
I would not change it
  • Implemented in-house
  • learn quick
  • create teams
  • amend teams
  • in-person training
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Easy to configure after knowing how to use it and getting the training on it. Maybe from experienced users because that worked for me.
Shadowing or case studies with experts on it would be ideal.
Some - we have done small customizations to the interface
I sorted the interface and customized to be able to monitor my team. It was easy after someone who knew showed me how to do it.
No - the product does not support adding custom code
No issues and concerns
I have not purchased I am just a first line user of the platform, what kind of question is this?
No
  • creating teams
  • live monitoring
  • updating teams
  • When changing teams as manager there is a struggle to swap members to other teams
  • creating dashboards could be easier
  • templated dashboards could be less confusing
Works very well where I work , serves the purpose of the business.
Nothing so far , no issues which is very good, first time in this business i have seen something like this.
Pages load quickly ,every action gets captured instantly.
Ken Cohen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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
I absolutely would and have recommended Talkdesk to anyone looking for a telephony solution; whether an easy configuration or complicated, Talkdesk and its robust features are the answer. Remote and on-site workers for inbound calls, as well as, outbound dialing. A plethora of options for integration that are standard.
Contact Center Software (13)
92.30769230769229%
9.2
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
N/A
N/A
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
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
In our company, our profit margin is less than 8%. We can’t afford to spend a dollar without a positive ROI. Talkdesk has been the best ROI over the past two years since we implemented it.
We implemented from “hello” to “you are live” in less than a week.
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
We are building our processes within Talkdesk and we have ZERO intention of looking elsewhere.
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.
  • We imposted on ourselves a very tight schedule which Talkdesk met
  • Online training
Easy to use, digestable bits of information
So many integrations available. Not complex, at all.
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.
The support is tremendous. Between chat, email, knowledge base, my cusotmer success manager or the account executive, there has never been a time when I said that I needed or wanted more support AND I am a demanding client.
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
We have grown from 5 licenses to over 100 in two years, on our way to 200 this year
In the past two years, the only down time was a fiber cut, that I believe impacted half of the United States. No Talkdesk downtime
We have never had a Talkdesk performance issue.

As long as you follow the system requirements, which are MINIMAL, neither will you.
Talkdesk is very transparent and candid, no "games" being played
Yes
No downtime and no unexpected impacts

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
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