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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

(151-175 of 447)
Companies can't remove reviews or game the system. Here's why
November 11, 2021

Salesforce Administrator reviews Talkdesk

RB
Ronald Belcher
Saslesforce Administrator
Solar Optimum (Oil & Energy, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is best suited for an environment where all of the users are using headsets only. We actually tried to implement using both SIP devices and headsets and encountered some limitations. I think Talkdesk is probably best suited for contact/call centers. We are using it to monitor inbound and outbound calls, as well as transfers and availability of our agents who are not necessarily doing a lot of heavy use of the telephony system.
November 11, 2021

Review For Talkdesk

GD
GLEN DSOUZA
L 2 Retentions
Whitehatjr Education Pvt LTD (Education Management, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk has a system in place where all call recording are stored for monitoring purposes. Its can be integrated with other CRM such as zendesk. It is also integrated with our in house database Ops panel which stores critical parents data as we are an education company. It is easy to use and it recommended for start ups and businesses having international operations
November 11, 2021

Talkdesk review

PM
Pawan Mishra
Executive Assistant
Byjus Future school (E-Learning, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The talkdesk mobile app is very helpfull, once it was very urgent for me to connect with a client but their was a power cut in our area and their was no internet, then i was able to call the client through the talkdesk mobile app using my mobile data, and i was able to connect with the client
November 11, 2021

Great communication solution!

Verified User
Project Manager in Customer Service
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is a great resource if a company needs to communicate with clients or colleagues worldwide. Most companies do need this as globalization raised this need. It is very easy to call someone in a different country and it's pretty simple to receive the calls as well. No need to have a phone or pay expensive plans.
November 10, 2021

Talkdesk is the bridge, where the gap is nowhere to be found!

Verified User
Supervisor in Customer Service
Consumer Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is mainly being used to monitor the queue for calls, emails, and chat services. Call monitoring is very useful when doing coaching to my agents, investigating and finding the best solution on how we can approach things better to assist customers on the phone. Email queue will let us know how long is the average response time in resolving email concerns. The best feature of chat service is you can do live monitoring and coach your agent at the same time for his efficiency.
November 10, 2021

Talkdesk is at its best

MI
Marlon I
Team Leader
Clearly (Consumer Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Tools are always subject to improvement. However, the Talkdesk has always been a go-to system. It is always there whenever we need it and is very reliable for any data extractions. Talkdesk is fast, and easy to navigate as the links are very straightforward. A simple click of a button will direct you to the right page or window.
November 09, 2021

Talkdesk is all you need!

KS
Karen S
Team Manager
Clearly (Consumer Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's the one-stop app for everything that you need to run your business smoothly without having the hassle to get multiple apps. It is very user-friendly, manual guides are provided in case there is a clarification that's needed plus their POC can easily be reached via email and responses to inquiries and other stuff. So you don't have to worry about getting into something unusual.
November 09, 2021

Talkdesk is the best!

MB
Mira Bagtas
Team Manager
Clearly.ca (Consumer Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is best suited for contact centers as a communication platform through calls, chats, and emails. It is good to use as all the interactions are being recorded, and saved for future references. However, there are some limitations on how the data/reports are being generated. There are some data that are not available which is required for the business analysis.
November 09, 2021

Talkdesk is a customer service super tool!

TM
Tracy Miller
WC Data and Info Specialist
Krucial Staffing (Staffing & Recruiting, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Working in Workers Comp, we often have to go into previously recorded phone calls to listen to what the claimant stated to the case manager for clarification if documentation is not adequate to tell the entire scenario.
November 08, 2021

Talkdesk is incredibly user friendly and great for productivity tracking and metrics!

Verified User
Account Manager in Sales
Education Management Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is our organization's go-to platform allowing all client-facing employees to easily reach out to and build relationships while also tracking metrics. I'm not sure if it's compatible with other CRM but Talkdesk is and SF work great together and the added data through tracking metrics and productivity allows us to better support our employees' development as well. Talkdesk is best suited for reps who maintain large pipelines and are constantly required to be on the phones. Talkdesk is fully integrated with SF and Google for reporting and maintaining consistency with our outreach and communications.
November 08, 2021

Can't talk me out of using Talkdesk

Verified User
Team Lead in Customer Service
Automotive Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Best suited for small to medium call center operations that allow employees to work in their own computers as well as work equipment. This is due to the nature of the app being installable anywhere. I do not see it well suited for large scale call center workforces that are more tightly monitored, or even handle sensitive data, as this tool can be installed anywhere with ease and each agent has their own access credentials, sensitive information could be easily leaked if it were accessible from a customer during a call. This would likely include call center operations with credit card payments or social security.
November 03, 2021

User friendly

Verified User
Team Lead in Other
Staffing & Recruiting Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When I need to see who is working, I can easily check. Talkdesk allows you to see who has made calls and how many. I like how it shows who is available and for how long and away as well as how long they have been away for. Highly recommend.
November 03, 2021

Talkdesk - your one-stop app!

KS
Karen Sazon
Team Manager
Clearly (Consumer Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited to run a call centre. It has everything that you need for voice, chat, email. You don't need to switch from one app to another just to view the stats or get previous data of each one of the LOB that you are working on. We just need to make the most of it. Can't think of any way that it would not be appropriate.
November 03, 2021

Mediocre Experience, High-Priced Contact Center

Verified User
Manager in Information Technology
Mining & Metals Company, 501-1000 employees
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Considering its functionality, Talkdesk works pretty well but has a lot of technical issues and maintenance associated with it. Calls coming from customers and getting to the right department is something Talkdesk does well and is well suited for along with automation of processes like missed and abandon calls.
November 03, 2021

Talkdesk Full Review

IH
Isabella Harrington
Sr. Manager, Customer Support
Divvy (Financial Services, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think for a pretty simple implementation of the tool, Talkdesk works great. It's so easy to revise and manipulate. It's not easy to break what we have built because it's just one flow, more or less. I believe the live dashboard has really helped remote workers feel more connected and become better teammates. It was incredibly easy for change management as well, so I think no matter how big your team is, moving from one system to this one is incredibly easy to do. I think with custom reporting, their data would be much more valuable. If you are used to excellent account management and need super robust reporting, then Talkdesk might not check your boxes.
November 03, 2021

We accomplished so much with Talkdesk

DS
Daniel Swan
Sales Manager
Shift Technologies Inc (Retail, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
So far it seems to be one of the best solutions out there for Telephony when it comes to Wi-Fi-based phone systems. The call routing was a big differentiator and focus point for us. We also use the call monitoring pretty heavily for live coaching opportunities.
November 03, 2021

If you must call your customers, this is a no-brainer choice

Verified User
Employee in Customer Service
Information Technology & Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Most of our cases are resolvable via 2 main methods: tickets and chats. Sometimes depending on the priority requested by customer we may give them a call via Talkdesk to discuss about the problem and make sure that they understand all the instructions provided on how to solve their problem. Calling in general takes a good amount of time so we always call people when strictly necessary. It has been working wonderfully so far.
September 14, 2021

Overall - a Great Product that Delivers Solid ROI for our Organization.

Verified User
Manager in Marketing
Marketing & Advertising Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For fully (or partially) remote workforces, it is a great system that allows for multiple users within the same organization. We've generally been very happy with the functionality, ease of use, and customer support we have received.
September 03, 2021

Talkdesk Review

BD
BLANE DAVIS
Senior Account Manager
Krucial Staffing (Staffing & Recruiting, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Using Talkdesk has been an easy setup, and there's no hard phone required, simply download it on your computer and you are good to go. This has made it very easy to get all of our office staff set up in the phone system. It's also very easy to download the app, so you can take calls on the go if necessary.
September 03, 2021

Talkdesk is fab!

Verified User
Representative in Customer Service
Hospitality Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I work in the hospitality industry with about 20 other people in my call center. Talkdesk scales very well, and makes it easy to see my coworker's call status, makes it easy to transfer calls internally, and makes it easy to listen to recorded calls if needed. I also really like Talkdesk's integration with Salesforce.
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