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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

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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

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Reviews and Ratings

(602)

Attribute Ratings

Reviews

(126-150 of 447)
Companies can't remove reviews or game the system. Here's why
November 19, 2021

Talkdesk is that you

JW
John052816 Williams
Operations Specialist
Krucialstaffing (Hospital & Health Care, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited we take about 1,000-2,000 calls a day and it has never crashed on us. We have never seen any site quite like this one. Talkdesk is truly a blessing in disguise because without it we would not be able to function. Thank you Talkdesk!!!
November 19, 2021

A great idea, but needs refinement

Verified User
Manager in Information Technology
Information Technology & Services Company, 201-500 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
While I feel TalkDesk would be great for an entry-level IT shop, it lacks complex tree and flow designs. [I feel like] the ability to understand a call flow from start to finish on a graph is not logical. The call flow design does not allow you to copy and paste components. You are required to build everything as individual components which is frustrating if you want to mirror concepts but with a VIP route, as an example.
November 17, 2021

Great UI, great support and a real difference in performance for our sales team

Verified User
Consultant in Information Technology
E-Learning Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I am 100% likely to recommend Talkdesk as the overall experience has been excellent. That said they should have a license available for internal-facing teams, we still have two phone systems because the license cost for creative, technical, or otherwise non-customer facing teams was the same as for sales, service, etc. But for a sales or support team, I would recommend this every time.
November 17, 2021

ONE OF THE BEST TOOL IN THE MARKET, JUST AWESOME!!!

ES
Eshan Sharma
Welcome Call - Executive
WhiteHat Jr. (E-Learning, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When I have to connect with my client outside the country and I don't have any other means to do that, is when the Talkdesk comes into the picture. I am using Talkdesk throughout my working hours as I am required to use it to get my work done. After a year and a half of experience, I can tell you that you can trust Talkdesk.
November 16, 2021

TalkDesk saves the day!

Verified User
Employee in Product Management
Security & Investigations Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited for our needs to communicate with our clients with frequent updates. The archived calls are very clear and useful for training scenarios. This is the best software we have used in this field. I have not experienced any less appropriate instances with Talkdesk during my two-plus years of use.
November 15, 2021

Talkdesk Review for Supervisors

CA
Carlos Alo
Training and Quality Manager
Clearly (Retail, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk has been a great tool for us to monitor our team members' performance weekly. It provides us a real-time view of how our team has been performing in terms of their status, given that there are folks who work from home, it provides us confidence knowing that our team members are being productive. Our agents find it useful for outbound interactions for sales interactions should they be requested by their customers. Being able to transfer to different queues should there be a special task needed or a special language that is required to assist our customers is a great feature as well so our customers receive the best kind of support with their inquiries.
November 14, 2021

Talkdesk is very convenient to use!

AB
Armira Bagtas
Team Manager
Clearly/Coastal (Retail, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This is well suited for a customer service set up, as the platform is convenient and easy to use for the employees. We get to speak with our clients clearly and at anytime of the time without interruption. I can't think of any scenario that this tool is less appropriate to use, since we always need this with our daily tasks.
November 12, 2021

Talkdesk, great for small/simple call centers, not for anything else.

Verified User
Administrator in Information Technology
Information Technology & Services Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk works well for small/medium-sized call centers with simple routing and NO dedicated lines. When mixing dedicated and shared lines Talkdesk fails miserably, especially in the reporting. They had an old feature (Teams) that was a decent solution to this issue, but this is not supported in all of the new reporting features. Reporting can be outstanding, assuming your users are technically inclined. The company's employees are primarily developers (Over 50%), this is great for getting new features out, but a lot of these features were obviously designed by a software developer, not a UI/UX designer.
November 12, 2021

easy to use call center software with strong reporting capabilities

Verified User
Director in Customer Service
Computer Software Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
well suited for multiple teams to use the product with the ability for separate managers to have their team settings and reporting. also well suited for reporting of individual and team performance. there are plenty of out of the box reports with great visualizations. live reporting. good integrations with other software. too often teams have to restart the software for connectivity issues. better options for customer satisfaction surveys.
November 12, 2021

don't go, TalkDesk

Diogo Reis | TrustRadius Reviewer
Diogo Reis
IT Technician & Analyst
John Paul (Consumer Services, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think it can be well-used in any company, with 3 or 300 employees. It is so dynamic that we can set it up adapting to every communication need profile. Actually, even if you work alone, you can use it to communicate with your customers or providers. I'm not the most expert even on my company but still haven't seen limits to it. Oh! Almost forgot, the workflows managed by diagrams are also amazing.
November 12, 2021

Great call center phone platform but nothing more

Verified User
Director in Sales
Information Technology & Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend this platform depending on the use case. If you are looking for a basic calling platform that a whole company can use or call center then it's a great tool. If you are looking for anything more like analytics, private vm's for departments, quick support for issues then I would look for something else. It works great a [for] inbound and outbound calls and call recordings.
November 12, 2021

Talkdesk Helps

Verified User
Employee in Customer Service
Staffing & Recruiting Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk helps with making calls a lot easier to transfer and gives a decent amount of options even though more would be nice. My company pretty much uses Talkdesk for our everyday tasks. There isn’t a day that we do not use Talkdesk so it would be really weird not using it.
November 12, 2021

Honest but straight to the point

SD
Shelby Denielle
Staffing Specialist
KRUCIAL STAFFING (Staffing & Recruiting, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When needing assistance with team meetings Talkdesk is very helpful. Although Talkdesk can be a little difficult to learn initially for new users, Talkdesk is very helpful when running a global or primarily remote business as it allows individuals to feel as though they are in the same office building even when they are not.
November 12, 2021

Money

Verified User
Employee in Manufacturing
Media Production Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited because of the many options it offers when it comes to transferring calls, warm transfer which is one of my favorite because it's easy and professional like you always know your calls are being transferred to the right person without a doubt. Just the best in the game.
November 12, 2021

TalkDesk From a TD Mega User

Verified User
Account Manager in Customer Service
Consumer Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is a great platform for businesses that need a "mini call center" for handling calls. I have used Vonage, RingCentral and other providers in the same sphere and TalkDesk is the easiest to use of all of them, and constantly has the most "up" time. Well suited for businesses from 5 - 100 people.
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