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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 (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

View all pros & cons
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

View all 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
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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

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Reviews and Ratings

(602)

Attribute Ratings

Reviews

(101-125 of 447)
Companies can't remove reviews or game the system. Here's why
November 30, 2021

Talkdesk Review

Larry Weightman | TrustRadius Reviewer
Larry Weightman
IT Support Specialist
Offerpad (Real Estate, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited for good communication and integration with Salesforce. Some scenarios where it is less suited is where you expect certain features and they just aren't there yet. Now with given time they will improve and most likely become a better and better product.
November 30, 2021

Talkdesk is wonderful and easy to use!

Verified User
Team Lead in Information Technology
Staffing & Recruiting Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is used daily, all around the clock to provide key communication for our company. We use it to make outgoing calls or accept calls with reservists who are interested in working with us. Talkdesk is even used in and around the office to do communicate easily and professionally. We also use Talkdesk to keep a record of call length, and call volume which helps us succeed. We transfer calls throughout the office easily with this system. Using a "warm transfer" makes it a great way to let someone know beforehand what the call is regarding before transferring the call to them.
November 29, 2021

Talkdesk is the go to for communication efficiency!

ML
Mariana Lopez
Backfill Rep
Krucial Staffing (Medical Practice, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
TalkDesk is perfect for everyday use, it is a huge plus especially when you are making several calls a day, and are wanting a simple, app to use in a fast-paced setting. The only thing that I would change would be adding a feature to where you can put yourself on break while you're on a call so that you don't have to deny calls when you're off a call and can not take any more calls.
November 29, 2021

Best App for International calling

AV
AMIT VISHWAKARMA
realtionship manager
Byjusfuture school (E-Learning, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Really good and has better connectivity. It needs to work on mobile applications [and] needs more improvement. Should work on less data speed, user-friendly, simple UI, and lots of features and has every country dialings option much recommended to all of you [since] response is very good. Quick resolution on the complaint in any situation.
November 29, 2021

Not tech savvy user but still delivers

Clayton Hamilton | TrustRadius Reviewer
Clayton Hamilton
Csr
Krucial Staffing (Health, Wellness and Fitness, 10,001+ employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk may be very well suited for certain situations but not so great to my knowledge in other situations. The situations that Talkdesk would not be suited very well for would-be situations that I need more face-to-face communication such as a business teleconference. Talkdeskis very good when it comes to verbal communication within a large company
November 23, 2021

Team Lead Review

Shelby Allen | TrustRadius Reviewer
Shelby Allen
Documents specialist
Krucial Staffing (Staffing & Recruiting, 10,001+ employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I personally had a hard time when Talkdesk was first implemented within our company because my login did not work, and once we were able to get the log in to work my calling was not functioning properly so I was not able to communicate using Talkdesk as the solution took 2 months to figure out. This, at the time, was very frustrating.
November 23, 2021

Management review

Verified User
Manager in Professional Services
Health, Wellness and Fitness Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited for users that are already comfortable with learning new technologies as it allows operations from most locations. Talkdesk does not work as well when being used by users who are not quite as comfortable with technology as they often find it confusing and hard to navigate for new users.
November 23, 2021

Simple man honest opinion

Verified User
Consultant in Professional Services
Business Supplies & Equipment Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited for communication especially within a larger company as it would allow for employers to keep tabs on their employees as well as communicate effectively with each and every employee. More cost-effective than most communication software systems. Very helpful for already tech-savvy employees within the company.
November 22, 2021

Talkdesk!

LB
Lexie B
Operations Lead
Krucial (Staffing & Recruiting, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk has assisted with efficiency at the company I work for. I work for an emergency response staffing company and we must have the ability to be quick about getting positions filled for deployment as soon as we receive our orders from our client. We have had to fill thousands of positions at one time at the last minute's notice and Talkdesk has the ability to keep up with our needs.
November 22, 2021

Opportunity to Improve

Jason Warren | TrustRadius Reviewer
Jason Warren
IT and Special Projects Manager
Execulink Telecom (Telecommunications, 201-500 employees)
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It works better in the phone application, likely for a smaller business. I would not recommend it to anyone for its Omnichannel solution. [I feel like it is] more suitable to a company that wants a simple solution, cloud-based with a quick turn uptime.
November 21, 2021

BEST DIALLER USED EVER!!!

RA
Rahul Argekar
Client Relations Executive
WhiteHatjr (Education Management, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
TalkDesk is the best used for customer services calls and for sales to keep a close track and commitment done by an employee to the customer and if any concerns are raised by the client. Voice recording helps to resolve most escalations.
November 20, 2021

More Features for our Future!

MC
Mary Chris
Account Supervisor
Clearly (Outsourcing/Offshoring, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Talkdesk is very well suited for customer interaction may it be real-time or not. The performance exceeded our expectations although there are some opportunities and challenges. Compared to the current one we're using which is Talkdesk, it has been better since the last tool that we've been using. Looking forward to more added features in the future.
November 20, 2021

If you are looking for the ability to control your own phone system - then Talkdesk is for you.

Verified User
Analyst in Customer Service
Entertainment Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited if you are looking for easy to learn system that you can update yourself quickly and easily compared to other options. If you are looking to be agile and control your own call flows. If you are uncomfortable editing your own flows (even if it is pretty easy here) this may mitigate one of the best features.
November 19, 2021

Talkdesk has been the perfect fit for us!

Tim Trentadue | TrustRadius Reviewer
Tim Trentadue
IT Infrastructure Technician - USA
Travelopia (Hospitality, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have been involved in Talkdesk since the beginning with our company. We currently have 7 brands within the business on Talkdesk and more are planned to migrate in 2022. I am a huge proponent for Talkdesk as it has simplified my life tremendously as an IT admin for a global company. I am part of an IT group that is scattered throughout the world, so having a cloud-based phone system like Talkdesk makes perfect sense.
November 19, 2021

TalkDesk what more do you need

Joshua Stevenson | TrustRadius Reviewer
Joshua Stevenson
Technical Support Engineer
Cedar (Hospital & Health Care, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For a SaaS phone system, it's great, scalable, and easy to implement. I would recommend for hard to build call flows and for HiTrust compliance. this has been a very important part of why we are using them. If you are looking for text and media phone lines this is not the place to come as the lines they have are not compatible with this service.
November 19, 2021

Give it a try, you wont regret it.

Verified User
Team Lead in Customer Service
Consumer Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited when we can monitor our agents and we can actually tell if they are active or not. This has helped us maintain good productivity. There are times where we feel like our agents are not doing what they are not supposed to and we can review what status they have been using. We can see if they are taking long breaks, lunch, or [another] status that we have available.
November 19, 2021

The good, the bad, and the ugly

Verified User
Account Manager in Customer Service
Telecommunications Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Overall, Talkdesk is great. I have been using it for quite some time and it can be easy to navigate once you get used to it. There should be some things that would be nice if they could be found easier. But overall, Talkdesk has been a huge help for myself and the agents. We never have issues with it.
November 19, 2021

Declare Talk desk , a synonym of best software

Verified User
Executive in Customer Service
E-Learning Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The organization [that] are serving the international client or providing services to international customers should undoubtedly use Talkdesk to connect with them. Not only is Talkdesk easy to operate but it provides an amazing quality experience in terms of connectivity, clarity in voice, and easy [understanding of] the way to use it.
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