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Talkdesk

Talkdesk

Starting at $75 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

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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Read all reviews

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)
    9.4
    94%
  • Warm transfer (392)
    9.1
    91%
  • Agent dashboard (416)
    8.7
    87%
  • Historical reporting (388)
    8.6
    86%

Reviewer Pros & Cons

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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

$75

Cloud
per month per user

CX Cloud Elevate

$95

Cloud
per month per user

CX Cloud Elite

$125

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
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)

  • $75 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.

8.7
Avg 8.4

Workforce Optimization (WFO)

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

8.9
Avg 8.3
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Product Details

What is Talkdesk?

Talkdesk® is a global customer experience provider. Their contact center solution provides a way for businesses and customers to engage with one another. 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 CX Cloud™ is an end-to-end customer experience solution that aims to combine enterprise scale with consumer simplicity. Talkdesk boasts 1,800 companies around the world, 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 $75.

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

Reviewers rate Recording highest, with a score of 9.4.

The most common users of Talkdesk are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(604)

Attribute Ratings

Reviews

(1-25 of 204)
Companies can't remove reviews or game the system. Here's why
Score 4 out of 10
Vetted Review
Verified User
Incentivized
We had many issues with this and spent months after the initial launch in meetings and escalating things that should have been part of the initial agreement. We were meeting with the team almost 3 times in the week because of the issues that we were seeing and the restrictions we faced.
Jeanette Wiley | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk pairs you with a customer success manager, and it is incredibly helpful to get onboarded and ready to launch. I wish there was a little bit more support with UAT testing when it comes to the Salesforce integration, but everything else about onboarding was very straightforward. Talkdesk's knowledge base is also quite robust.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I would have liked to spend more time with out implementation consultant to learn more about call routing. When i had to make new call flows, i had to learn in on my own via the documentation and the support staff (who was very helpful). Otherwise, the staff at Talkdesk is very helpful, available and insightful. A pleasure to work with!
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Implementation went well, but it's after the implementation, the support and service is horrible from experience. We use it to integrate with Service Cloud. Our Customer Care team agents use it. It automates many processes but it lacks good customer service. In my opinion, I recommend the company completely redo its customer care as it is absolutely terrible. We also hope they enable the AI features by default rather than make us upgrade and pay extraordinary costs.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
The first couple phases of our implementation went well, with Talkdesk being rolled out to the team, replacing our on-prem call management system. Our goal for that first half was to duplicate the structure of the previous system, and we successfully did that with little drama.

The last phase, however, failed completely. That was to be closer integration with ServiceNow, particularly generating screen-pops for our agents. As previously noted, our implementation person didn't even seem to know what a screen pop was, and had very little familiarity with ServiceNow (we consistently had to train them on various SNOW functions). Likewise at the time we wanted to integrate the SNOW knowledgebase into the Talkdesk virtual agent; we eventually gave up as we could never successfully integrate SNOW into Talkdesk.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We had some issues while implementing the product which resulted in several delays in Talkdesk side. This could be avoided with more information in the purchasing part from the Talkdesk's team. Talkdesk was really good in handling this but this caused multiple delays on our side and the service is still not yet integrated in the entire company.
December 04, 2023

Talkdesk Call Center

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our implementation team was awesome, they worked with us throughout each step to make sure we knew what was going on as well as show us what they were doing and why so that when we completed the implementation, we were able to manage our system without needing to always go to support.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
As far as I am aware, it is easy to employ and deploy people from the tool. We just inform the internal department responsible for it and they usually confirm employ/deploy on the same day, so I would guess it is an easy process to be done, no issues.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Dealing with various VoIP software in the past, I thought this was going to be a year long project. That was not the case! Once I installed it our SF sandbox, it was so easy to get our configurations connected and getting the callbar to function in accordance with our Salesforce. Transitioning to production caused a bit of an authentication issue which we were bale to resolve with their customer support team within a week. They definitely prioritize us the customer and want to deliver the best service and understanding to us as possible.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Once given a chance to explore the program, and understand how it works it was fantastic. Of course, change is not always easily accepted. Although, once they opened the program and were able to review the settings, everyone was encouraged by the change. Our company requested changes to be implemented to better suit our needs. Once that was done, it was better than everyone had hoped. Continue to be happy w/ the product and useability.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Our Implementation Manager was excellent, and was very familiar with our CRM. This allowed us to go very deep and produce/troubleshoot some complex custom behaviors. They truly went the extra miles when it came to getting us off to the races & helped to navigate number porting from our old carrier. Down the road, as we wanted to leverage more complicated features between our CRM and Talkdesk, it became more difficult to figure out where issues occurred between platforms. That is not a point against Talkdesk, as their support team was able to swing in and patch up some of the difficulties.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk's online implementation guidelines are fairly straightforward. However, the business should expect to invest significant upfront time in reading through instructions, watching training videos, etc. In that sense, Talkdesk - like any comprehensive solution i.e. Salesforce, PEGA, Intercom, Casewise, Zendesk, etc. - takes time to learn in terms of both implementation and embedding into business as usual.
July 18, 2023

Great experience!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We were very satisfied with the implementation of Talkdesk. The team was able to gather all the data and information about the system we had in place at the moment and delivered us a Talkdesk plan that suited our needs. We had a few calls after implementation where our questions were answered and gave us the confidence to continue using the system.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is very easy to use and to set up. I literally started working 20 minutes after I installed it for the first time. You just need to have your account, download the Callbar and you are all set! There's no setup needed, as far as your account is already set up and assigned to a ring group
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