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
(1-25 of 202)Companies can't remove reviews or game the system. Here's why
February 13, 2024
Good but could be great with advanced reporting
The online support help has gotten A LOT better. I chat with support and know that I can get my questions answered. This changed within the last few months. After we launched, the support was not helpful.
February 07, 2024
Review 09/20
Score 8 out of 10
Vetted Review
Verified User
On a daily. They provided us with reports to help track and provide feedback to our employees.
December 28, 2023
Scalable solution for Salesforce integration
There was a miscommunication with our previous phone provider and they turned off our service before we had fully ported our number over to Talkdesk. While this was not a Talkdesk issue, they were able to get back to me right away to prevent our phone service from being down entirely. We made a quick fix and got everything back up and running.
December 04, 2023
Talkdesk Call Center
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.
November 15, 2023
Everyday use
Score 9 out of 10
Vetted Review
Verified User
Calls with property managers allowes us to hold, pause, transfer, andresume calls.
We never had any issue post Installation where we had to call support. We always used email support and it was great and quick.
Well, since our product is the platform and the communication between customers and partners cannot happen in the platform after an order is made and confirmed, Talkdesk provides us daily the communication channel we need to connect these two parties when necessary. I have not yet sought direct support from Talkdesk.
August 04, 2023
Talkdesk review
Talkdesk is always very responsive when tickets are submitted to ensure a resolution is done as quick as possible
July 31, 2023
Talkdesk - Helpdesk management of the future
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
July 27, 2023
Talkdesk gets the job done!
When it was not working, call lag time was unacceptable, and call quality was unacceptable
July 25, 2023
I'm a talkdesker!
Score 10 out of 10
Vetted Review
Verified User
Talkdesk was facing a global shortage and before our team even knew that it was impacted we were contacted by customer support to know that there was an outage and the steps they were taking to rectify that. They also let us know how long we could anticipate it being down. Doing this allowed us to pivot our outreach so our population was not negatively impacted. I value open dialogue.
July 25, 2023
A well integrated cloud communication service with easier implementation and maintenance
Score 10 out of 10
Vetted Review
Verified User
It helped us in retaining existing SIP Numbers, Integrating with internal AWS Storage, Integrating with reporting solution, Debugging call and call flows. Guardian tool is helpful in identifying user browser, ip address or call quality issue.
When we installed in our SF sandbox, everything was fine and we were ready to move into production. After installing it in production, it was saying that this user already existed and that I (the admin) did not have administrative access. it turns out that it was taking the credentials from the sandbox and applying them to the production login information. And since that part is autosaved, we did not even realize to check that authentication part. Turns out it was my own mistake that was really hard to catch at the time but step by step, with their customer service rep Kyle, we were able to resolve that very quickly.
July 21, 2023
Perfect Communication Tool
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.
July 21, 2023
Talkdesk made a big difference for our team!
Our implementation manager took the time to solve an integration issue, troubleshoot with me live, and helped me to learn about our CRM and Talkdesk. I came out of meetings with them feeling confident and prepared every single time. It should be noted that this was a contractor they brought in to work on our implementation. The support received from Talkdesk itself has been spotty at best.
July 21, 2023
Talkdesk Talk Fest
Score 8 out of 10
Vetted Review
Verified User
We had a downtime a few days ago that was resolved quickly - and their status update page updated with live information as fixes were being implemented. The downtime didn't last long at all, and they kept us informed.
July 19, 2023
Talkdesk Review From User
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.
Talkdesk customer support is easily accessible. My team has raised queries via either email or via a secure customer support channel available as part of our account setup. On one occasion, we needed some historical reports in a customized format and Talkdesk support provided a timely response alongside a CSV extract in 3 working days which is an excellent turnaround.
July 19, 2023
Talkdesk is a perfect choice for customer service
The support is pretty fast but in my company we should contact manager first and then get any support across her which makes the process a little bit more complicated and longer. However the information provided by customer service of Talkdesk is good and included screenshots which helps to solve the issue.
July 19, 2023
Simple to use yet powerful solution
Implementing features that work with our CRM software
July 18, 2023
TalkDesk has proven to be a great tool
During implentation.
July 18, 2023
Great experience!
Anytime I contacted Talkdesk via phone or email, the response for service has been exceptional. Sometimes my question was able to be answered in one email or call, but the times where it wasn't, I was quickly able to jump in a Zoom call with one of the tech associates, and they walked me through the solution to the problem.
July 18, 2023
Talkdesk Appreciation
When I could not log in because the time on my computer was wrong.
July 18, 2023
Awesome tool for call centers!
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.
July 18, 2023
Easy to install and use immediately
Our team leads had the most interaction with support, but it was easy enough to submit a ticket if we had any issues.