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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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How Talkdesk Differs From Its Competitors

AI Impact

Talkdesk Workforce Management Talkdesk Agent Assist Talkdesk Knowledge Management Talkdesk Interaction Analytics Talkdesk Quality Management Assist
AI-powered speech analytics can automatically analyze customer-agent interactions, identifying trends, sentiment, and areas for improvement. This helps …
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Platform Solution

We are in the process of starting to work with SMS and WhatsApp. The workforce management tool sometimes needs some tweaking but our call/screen recording are a major help to provide better customer service.
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Platform Solution

Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. I would definitely recommend.
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Platform Solution

We use Talkdesk for customer service tasks in our company and we have it synced with salesforce which makes process easier and smoother. It works fine with different browser to call clients and also to call between colleagues inside the company. It helps to be in touch inside and outside the …
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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 (405)
    9.3
    93%
  • Warm transfer (391)
    8.9
    89%
  • Historical reporting (387)
    8.5
    85%
  • Agent dashboard (415)
    8.4
    84%

Reviewer Pros & Cons

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Verified User
Administrator in Other
Consumer Services Company, 1001-5000 employees
ML
Medardo Lezama
Office Support Supervisor
eTags (Transportation/Trucking/Railroad, 51-200 employees)

Video Reviews

1 video

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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 Integrations

Talkdesk Competitors

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

(602)

Attribute Ratings

Reviews

(1-25 of 447)
Companies can't remove reviews or game the system. Here's why
February 07, 2024

Review 09/20

ML
Medardo Lezama
Office Support Supervisor
eTags (Transportation/Trucking/Railroad, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
It's great for what we need. It provides the correct report, lets us choose the different reports, and is very accurate. I would recommend adding more statues. Automatic saving of the last days on a report last used for monthly/weekly reports. On a daily basis, we use the report and live to monitor.
January 02, 2024

Doesn't really fit all environments

Verified User
Manager in Customer Service
Financial Services Company, 201-500 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
December 28, 2023

Scalable solution for Salesforce integration

Jeanette Wiley | TrustRadius Reviewer
Jeanette Wiley
Project Manager
Owl Labs (Telecommunications, 51-200 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is definitely geared towards large call centers with high call volume and many reps stationed on phones. We have a comparatively smaller Sales team, but still find value out of the ability to route calls to different reps using their personal extensions (rather than each rep needing their own separate phone number). It's also nice that you have a few options for how to make and take calls. You can use the Callbar app, the mobile app, or forward numbers to an external number (forward to your cell). I'm confident that Talkdesk will continue to grow with us and we won't have to worry about switching phone systems again as we grow our team.
December 20, 2023

Awesome product! easy and powerful

BR
Bernardo Reina
conversion manager
Maarlab (Hospitality, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think it is good suited in all specs of voice calls, however for chats and emails management it could be improve much more. Using the mail app it is not so practical when you are used to work with microsoft outlook, so making it similar would be great! c
December 15, 2023

Talkdesk : optimized call center (30 agents)

Verified User
Engineer in Information Technology
Logistics & Supply Chain Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is very user friendly. There is a lot of support documentation available making it easy for a smaller team to implement it. No need for highly skilled consultants or specific competencies. Perfect for a smaller team. It also has the capacity to support call centers with hundreds of agents making it very versatile.
December 15, 2023

Product is great, but Customer Service is horrible.

Verified User
Director in Information Technology
Education Management Company, 201-500 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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. 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.
December 15, 2023

Promising service provider

Verified User
Manager in Finance and Accounting
Telecommunications Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Organizations that need to provide support across multiple channels (phone, email, chat) can benefit from Talkdesk's multichannel capabilities. It allows for a seamless integration of different communication channels.
Organizations with highly specialized or unique requirements that fall outside the typical use cases of a contact center might find Talkdesk less appropriate. In such cases, a more customizable solution might be needed.
December 14, 2023

Long lasting relationship, with customized solutions

FB
Fabio Belchior
Director Customer Excellence
Indie Campers (Retail, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Whenever we have a problem with our Talkdesk, our Account Manager is impressive in trying to find a solution. Always being transparent and trying to provide a tailored solution to strengthen our partnership. On the other hand, when we want to get customised dashboards it is always a challenge to find a proper solution, hassle-free.
December 13, 2023

Recommend with a few reservations

Verified User
Vice-President in Information Technology
Financial Services Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk does a reasonable job managing the basic voice channel. The IVR is nice, though complicated. It works fairly well for our distributed workforce. I would recommend the tool for a smaller contact center with no special requirements.

When we were in the initial discussions with the sales team on our requirements, one of the things we really wanted to do was generate 'screen pops' out of ServiceNow, where the caller could enter their ticket number and it would open that incident page within the SNOW tool. We were assured it could be done; however, once we started implementation, the person leading the project for Talkdesk didn't even seem to know what a 'screen pop' was, let alone how to integrate Talkdesk with ServiceNow. Ultimately, we gave up on having that feature.
December 13, 2023

Talkdesk is a really strong service with some issues to resolve

Verified User
C-Level Executive in Corporate
Financial Services Company, 51-200 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk has an easy-to-use interface, easier and friendlier than most of other dialers and is has a really strong report functionality which allows to easily track and measure the performance of our operations. Also, the predictive dialer capabilities with agents being logged in multiple campaigns at the same time was other winning functionality that led us to choose Talkdesk. There is room for improvement in the outbound process (Talkdesk was historically focused on inbound) with the reduction of time to call and time to pick up. This is something being addressed by Talkdesk.
December 12, 2023

Talkdesk Review

Verified User
Director in Customer Service
Consumer Goods Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The basic call and answer functionality works well, though it requires a much faster internet connection than other VOIP solutions. (they list the requirement at 1 mbps, but in practice you need a lot more) If you have a remote team, Talkdesk will work from anywhere and the caller is none the wiser that you aren't all in one space. The contact functionality is helpful, tying in other software packages so you can see orders/tickets for the caller, but in my experience, it is frequently broken if you have more than one contact with the same number. There is a dropdown to show the multiple contacts, but you can't open it, and can only see the caller's phone number, with no name or email. In older versions, you could access the dropdown, but that option was removed and their staff is not interested in any fix here in my opinion. Surprisingly, I've found there is no way to combine duplicate contacts or otherwise manage your contact list in bulk.
December 04, 2023

Talkdesk Call Center

Verified User
Technician in Information Technology
Consumer Electronics Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk has worked for all areas of our business and even with all our various languages we have throughout the world and they are always improving the products. They will listen to feedback and work to improve, what works best for the customer.
November 15, 2023

Everyday use

NG
Nick Gordon
Customer Relations Rep
Parcel Pending (Consumer Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Talkdesk has been a great phone platform for our customer support team. The third-party integration has made it easy for agents to launch calls from a customer ticket, log their call notes and have them carry over between ticketing and accounting programs. Good solution for businesses relying on a call queue system.
August 09, 2023

Talkdesk is a main tool in my daily work and I am satisfied with it so far

Verified User
Team Lead in Customer Service
Consumer Services Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited to help customer service reach and get reached by customers and partners and also to monitor team performance. It also helps time analysts to track pick times of contact, so that we can forecast and plan headcount for specific times of the day/week/year and to monitor people's statuses, to see what could be improved.
July 27, 2023

Talkdesk gets the job done!

TS
Tamara S
Client Relations
Tawkify (Consumer Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Certainly is well-suited to our applications for effective, reliable customer interaction, i.e. Salesforce integration. Compatibility with sales software tools is essential to meeting sales goals. The easier to use, the more customers you can contact in a given time period. This certainly adds to the group productivity and hence increased revenue stream.
July 25, 2023

I'm a talkdesker!

Verified User
Manager in Other
Education Management Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. I would definitely recommend.
July 25, 2023

A well integrated cloud communication service with easier implementation and maintenance

DK
Dineshkumar Kharabe
IT Architect
Keysight Technologies (Telecommunications, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
It is a good solution in following scenarios: 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 Improvements needed: The network testing tool is not accurate and does not give a true picture. It needs enhancement. The support ticket escalation and handling needs to be responsive across their internal team for faster issue resolution. The AI feature needs work for multiple language support. The IVR flow , Prompts, function scripts needs better way to migrate, manage and deploy in production. The versioning of flow needs more input field length to document on changes. The current limit is only 50 or so characters.
July 24, 2023

Talkdesk Review - Agent, Manager, Administrator & Caller feedback

ME
Momen Eldyrani
SF Admin
IRUSA (Non-profit Organization Management, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I definitely will and am recommending this to any organization that has a call center team. As an admin, I am able to integrate interactions and logs in SF, obtain backups of voice authorizations, create different groups of agents, control the caller ID per agent and assign phone numbers, create flows/scripts as calls come in such as greetings, where to route to if an agent is available or busy, etc.

As an agent, I am able to call from the CRM, log a call, transfer calls, set myself away for break or place someone on hold or mute. I have a certain amount of time post processing after an interaction.

As a manager I am able to run reports on call logs, chats, voicemails, type of call, duration, and tracking. I am also able to see how many calls are coming in per agent per queue, and listen to recordings.

As a caller I have the ability to call different numbers for different purposes. Leave a voicemail, listen to different voice messages depending on hours/holiday time.
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