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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

(176-200 of 447)
Companies can't remove reviews or game the system. Here's why
August 21, 2021

Talkdesk: Easy to use VoIP solution

Verified User
Manager in Information Technology
Financial Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Call center operations would be best suited for Talkdesk. Talkdesk is always releasing features to improve its platform. Their support team responds quickly and accurately. Talkdesk is really feature-forward; it has been impressive to see the number of features and integrations they have pushed out year over year. Overall, I would recommend this to a colleague.
August 20, 2021

Talkdesk - One Less Thing to Worry About

Travis McCully | TrustRadius Reviewer
Travis McCully
Sr Operations Manager of Customer Experience
HotelTonight (Leisure, Travel & Tourism, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk has been very well suited to our organization (the only organization in which I've used Talkdesk) and was the best fit at the time we signed on for the service. It can easily handle the 50-300+ agents and average of a five-digit weekly call volume that we have experienced over the past five years. Additionally, we've used it across both remote and center-based agents on Mac, PC, and Chrome based hardware with no global issues or difficulties. There may be volumes or infrastructures that would prevent Talkdesk from consideration, however I have not personally experienced any limitations.
August 20, 2021

Talkdesk is the best online phone system we have used.

CS
Chase Slovak
Customer Service Manager
Dr. Dabber (Retail, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have and will continue to recommend Talkdesk to anyone looking for simple phone services via the internet. This system integrates with our other systems making reporting and logging of calls a breeze. Customer service is always on point when we need assistance. You can not go wrong with TD and we highly recommend.
August 20, 2021

Talkdesk: A Solid and Scalable Telephony Solution

Verified User
Professional in Information Technology
Utilities Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is robust and has the ability to be integrated with other software, like Salesforce, fairly easily. Furthermore, the user experience is fairly smooth and lends itself well to scalability. It may not be ideal for a fledgling organization as it is somewhat more complicated than necessary in some ways.
August 17, 2021

Pleasantly surprised, exceeds expectations, and sets the bar for business communications

BB
Brittany Berndt
Builder Concierge Manager
Safe Haven Security (Security & Investigations, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Talkdesk thus far is the best phone service we've had as a company overall. We attempted Vonage for Business for a while, and ultimately decided to make the move to Talkdesk (I'm not mad about it one bit).
August 17, 2021

The best platform for your business

Verified User
Employee in Customer Service
Food & Beverages Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I always enjoyed the simplicity of Talkdesk. When we receive the call, it is very easy to see who is calling. It allows us to look up the call log by selecting the name, phone number or email address of the customer. It allows us to transfer the calls to coworkers very easily. I would say Talkdesk deserves 10/10.
August 16, 2021

Talkdesk is user friendly

Verified User
Supervisor in Customer Service
Public Safety Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This product works very well for in-the-moment information, such as the calls being made and the calls that come into the employees. The reports are easy to use and self-explanatory once you start looking into them. This makes it very easy for reporting and tracking. This product does not do well for those that do not have any concept of technology.
August 16, 2021

User-Friendly Product!

Maria Lopez | TrustRadius Reviewer
Maria Lopez
Placement Specialist
2U (Education Management, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited for recruiting purposes, customer relationships building, and dealing with a small to large customer base that you regularly need to follow up with via phone. A scenario where Talkdesk would be less appropriate is related to a team that focuses on internal operations or upper management.
August 13, 2021

Customer Satisfaction, Guaranteed!

SS
Sara Shepherd
Level One Support Team Manager
The Climate Corp (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is an excellent tool for a support center. They are making huge changes to how it integrates with CRM software, and improving the value of the tool by adding more omni-channel options. This will help agents better assist the customers, no matter how complex the issue. However, Talkdesk would not be the best option if used as the main phone system in an office setting.
August 12, 2021

Talkdesk, is it worth it? Yes, it is.

Rogério Correia | TrustRadius Reviewer
Rogério Correia
Head of ROI & Optimization
FARFETCH (Internet, 5001-10,000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is very well suited for fast-paced, high-volume Contact Center operations that want to offer a good experience to their customers and employees. Talkdesk is not the best fit for small, highly customized operations that require a lot of particular options and rules to manage the flow of contacts.
August 03, 2021

Talkdesk is great for Call Centers

EP
elizabeth pendergrass
Customer Service Team lead
Generation Tux (Apparel & Fashion, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is fantastic for managers because we can see where agents are in real time. Having the ability to maintain service levels is important for Call Centers and Talkdesk is perfect for everyday use and when agents are working from home as it is easily accessible from anywhere. I do wish there was a way to prevent callers from being added to the queue more than one time, however.
July 29, 2021

Will recommend Talkdesk

MM
Manveer Maan
Customer service rep
Skipthedishes (Consumer Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited in order to make outbound calls, we can easily find out the call already made by any agent working in a big company. We can easily look into the duration of the calls. It is much easier to listen to the calls. We do [not] need to [download] the recording.
July 29, 2021

User friendly communication software for productive workers

Verified User
Employee in Customer Service
Restaurants Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would really recommend Talkdesk to everyone because [it's] really convenient and easy to use. I would say, even if you run a small business or big company, Talkdesk can handle all your workload. Talkdesk is really easy to use and it provides us many different options for example call recording, call transfer, and many more.
July 29, 2021

Talkdesk has you covered

Verified User
Vice-President in Professional Services
Computer Software Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well-suited for use even when there is no physical office. It is great to use as an easy application while they continue to add more features in which you can decide whether to use or not. We are looking forward to greater use of their Knowledge Base system.
July 29, 2021

Talkdesk: Easy way to connect

Verified User
Supervisor in Other
Marketing & Advertising Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is easy to use. Talkdesk helps me to engage with customers as well as restaurant partners when it comes to making outbound calls and receiving inbound calls. I'm able to see a customer's name when they call in, making it easier for me to pull up their account. I can easily see my list of calls made per day. Calls made by other team members are easy to monitor and are able to listen to their recordings. Talkdesk does sometimes have issues where I might have to restart the app because it froze but the software is constantly updating.
July 19, 2021

Talkdesk: Great software that is easy to use and setup

BL
Brad Littler
Senior Technology Manager
Workfront (Computer Software, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is great for small to medium-sized companies. It was INCREDIBLY easy to set up for a small (50-100) support team that we are. When you start to get into large contact centers I don't know if it has the configurability needed for teams of hundreds or thousands of users.
July 12, 2021

Bringing the Talk to your Desk

Verified User
Administrator in Information Technology
Farming Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Very basically, if there is a call center, Talkdesk should be considered as a soft phone solution for that call center. They have great support and definitely listen to their customers.
Talkdesk would not be a great solution or even a replacement for a physical phone at a physical store, like at a flower shop, for example. To get the most out of Talkdesk, a computer or mobile phone is needed, and there are cheaper and more efficient options for that scenario.
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