Talkdesk

Talkdesk

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.7 out of 100
Top Rated
Talkdesk

Overview

Recent Reviews

Talkdesk as a VOIP

8 out of 10
March 31, 2022
Talkdesk is used as the main telephony to support customers for the company. This addresses the communication and support to all our …
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Talkdesk

9 out of 10
March 31, 2022
I use Talkdesk on a daily basis to contact my clients and receive inbound calls. The only problem that occurs is that sometimes it cancels …
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Reason to choose Talkdesk

9 out of 10
March 06, 2022
We use a Talkdesk in our company mainly to communicate with our stakeholders such as couriers, restaurants, and customers. Also, we …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Best of Award, Best Of Relationship 2022
TrustRadius Best of Award, Best Of Value 2022
TrustRadius Best of Award, Best Of Feature Set 2022

Popular Features

View all 22 features

Recording (357)

9.4
94%

Warm transfer (346)

9.1
91%

Outbound response (337)

8.6
86%

Agent dashboard (365)

8.6
86%

Reviewer Pros & Cons

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Video Reviews (1)

Record

Pricing

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Professional

$65

Cloud
per seat/per month

Professional +

Contact sales team

Cloud

Enterprise

Contact sales team

Cloud

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Contact Center Software

8.6
86%

Workforce Optimization (WFO)

8.9
89%

Product Details

What is Talkdesk?

Talkdesk® is a global customer experience provider for customer-obsessed companies. 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 who deliver a better way to great customer experience.

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 Video

Talkdesk provides a better way for organizations to unlock the promise and potential of great customer experience. Experience. A better way.

Talkdesk Integrations

Talkdesk Competitors

Talkdesk Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

View all alternatives

Frequently Asked Questions

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.

What is Talkdesk's best feature?

Reviewers rate Recording highest, with a score of 9.4.

Who uses Talkdesk?

The most common users of Talkdesk are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews

(1-25 of 165)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
My colleague did the implementation and he said that it went very smoothly. It was a lot of work but that is because we have such a big company. We had to migrate a lot of people but that went pretty quickly because of the ease of use of Talkdesk.
Tyler Neuwirth | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The project manager walked me through all of the implementations and was a very easy implementation with only 1 snag at the end which we quickly fixed with their tech team talking to us about a SIP trunk connection when we didn't own the phone number, but Twilio did.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The implementation and switch from our old software were unproblematic. We experience no issues with our IVR or transferring the number to carry our calls over. All of the information in Talkdesk is also easily synced with our current CRM and is accurate and up to date.
Chris Sanzone | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
This one I will say is a 10 but I didn't play a huge role in the implementation of Talkdesk. That being said I did contribute to the making of the inbound call path, adding and removing users, customizing the dashboards. All were very easy and was easy to teach who took over those responsibilities.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
February 26, 2022

Simple but potent.

Score 8 out of 10
Vetted Review
Verified User
Review Source
The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.
Score 9 out of 10
Vetted Review
Verified User
Review Source
From my knowledge the implementation was really quick and smooth, even though I don't know the exact details of the implementation, it took just a few weeks to have everything set up and running! We did not encounter any issues during the implementation which was a bit surprising considering the previous experiences.
December 22, 2021

Talk Desk!

Score 8 out of 10
Vetted Review
Verified User
Review Source
I cant really speak on the speed. It does seem to slow down a bit when we have a mass number of callers. But it does offer several different lines to switch between so we are not over ran during deployments. Reporting feature helps you monitor and control that part.