Skip to main content
TrustRadius
Talkdesk

Talkdesk

Starting at $85 per month per user
View Pricing

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.

Read more
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.
Continue reading

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 …
Continue reading

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 …
Continue reading
Read all reviews

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

View Playlist
Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
Return to navigation

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
Return to navigation

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
Return to navigation

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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(602)

Attribute Ratings

Reviews

(26-50 of 447)
Companies can't remove reviews or game the system. Here's why
July 21, 2023

Perfect Communication Tool

KK
Kas Kelly
Emergency Road Services
Ascent Professional Staffing (Logistics & Supply Chain, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I really like being able to conference calls when I have a customer online and they need to talk to the tech, although it would be much better if both sides of the conversation can be recorded. It also saves time when I have a customer call in and they are able to put in their account number. Unfortunately, only the first three digits show of a six digit account so we still have to ask the customer for their #.
July 21, 2023

Talkdesk made a big difference for our team!

Verified User
Manager in Customer Service
Consumer Electronics Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk provided an overall more stable and flexible platform as compared to the previous product that we were using. Administering Talkdesk Studio & the integration with our CRM can take some more significant technical skills, so be prepared to work with your TAM at Talkdesk or leverage your internal technical team to achieve some of the more complex asks. If you're looking for a simple, hands-off tool and are already working within Zendesk or Salesforce for your CRM, you'll be in good shape. Our team tends to have a large number of specific requests that take some technical know-how, so there is a bit of a learning curve for the more difficult pieces. Overall, Talkdesk's onboarding and certifications are excellent, so getting used to the platform basics is very easy!
July 19, 2023

Talkdesk Review From User

Verified User
Executive in Customer Service
E-Learning Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is best suited for calls if internet speed fluctuates, and the voice clarity is good even with the speed of 2 MBPS. No issues have been identified yet in 2 years; however, there should be an option for internal call transfers.
July 19, 2023

Talkdesk has proved to be a valuable tool in a growing Fintech firm

Verified User
Project Manager in Information Technology
Financial Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk works seamlessly for our central London-based team, remote workers, and third-party partners for call handling/transfers/standardized messaging/re-routing. The user interface is pretty straightforward and intuitive allowing fast deployment/testing of call handling workflows. Good dashboard and reporting capability allowing the team to track total inbound/outbound calls and re-directs. Lots of potential integration capability (Salesforce, etc.) which my organization is currently testing.
July 19, 2023

Simple and Efficient

NA
Nordia Anaje
Junior Ops Manager
Nice Global (Consumer Services, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Currently, my company handles inbound calls and has proven to be very useful. We also do callbacks and it has also been great for this purpose. I believe once you are a contact center, Talkdesk will be a great asset. It works as a communication medium and as an evaluation medium. Very great tool.
July 19, 2023

Talkdesk is a perfect choice for customer service

Natalia Shlykova | TrustRadius Reviewer
Natalia Shlykova
Senior Plus Student Advisor B2B
EF Education First (Education Management, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is great to use for a customer service job or somewhere where you need to call a lot, and especially in different countries. It is user-friendly and you don't need to spend so much time to understand how it works. It is not really needed in jobs where you do not have to call a lot.
July 19, 2023

Easily integrated into my work environment

EA
Eric Alcorta
Student Advisor
EF Corporate Solutions (E-Learning, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is appropriate for customer service outbound and inbound, as it is also for sales. I work in an online school as support. However, I imagine it would not be a complete enough tool for e-learning with a teacher or for conferences (for that, there are other tools).
July 18, 2023

TalkDesk has proven to be a great tool

Rhonda Katsiamakis | TrustRadius Reviewer
Rhonda Katsiamakis
Industrial Aftermarket Customer Relations Senior Supervisor
NTN Bearing Corporation (Industrial Automation, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We are a smaller group and it has worked great for us. The only issue I see is with transferring calls between departments and the ability to report on the calls: number taken, etc. If this worked better for us, this system would be just about perfect.
July 18, 2023

Great experience!

Verified User
Representative in Customer Service
Banking Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is very well suited for teams that are working from home. It is easier to log in wherever you are, still be reached by your customers, and have your colleagues available for consultation or blind transfers in one click. It is also well suited for companies that have clients who speak different languages. Using the call flow, we are able to direct calls in specific languages to the agents that are fluent in it, saving us a lot of time with unnecessary consultations or blind transfers.
July 18, 2023

Awesome tool for call centers!

Verified User
Employee in Information Technology
Financial Services Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is very easy to use, you basically don't need training on it. Everything is pretty self-explanatory and you can get it up and running in less than 20 minutes. I really like that you can customize your "Dashboard" so that you can see different queues and information from those different queues. However, the only thing that I would add is the live reporting on the mobile app.
July 18, 2023

Ease and effectiveness!

Verified User
Consultant in Customer Service
Retail Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This software is well suited in call centers. Talkdesk helps us to keep track of our communications and contacts. When I use Talkdesk, it's easy to log my calls as I can always go back to the information. I am confident because the system is easy to use and I now even show new hires how to use the features.
July 18, 2023

Perfect solution for a customer-facing startup

Kristopher Harris | TrustRadius Reviewer
Kristopher Harris
Operations Analyst
2ULaundry (Consumer Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I'm able to constantly monitor service level, agent status, and more. Talkdesk allows me to use one number of externally for customers, and another number internally. It works well for the Dispatch Department. They regularly have to switch between speaking with drivers, customers, and vendors. Talkdesk allows an easy and seamless experience when making outgoing calls.
April 21, 2023

Talkdesk: Great product but room for improvement!

Connor McComb | TrustRadius Reviewer
Connor McComb
Team Lead
SSENSE (Consumer Goods, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well supported as a tool to visual your teams attendance for both online + offline activities. This helps myself as a manageer ask the question 'what is everybody working on?" Talkdesk is a strong tool to manage online customer requests (phone orders, escalations, etc) Talkdesk is less appropriate as a tool to manage Why customers are contacting you (CX Topic Data).
January 25, 2023

Talkdesk from the Heart.

Verified User
Employee in Other
Outsourcing/Offshoring Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is everything in my work environment; we technically use Talkdesk to support and help answer our customer's questions and queries; we are also able to help our colleagues within the Talkdesk, especially the list of recorded calls and information was a great set up, so I can review it after every transaction.
January 24, 2023

Talkdesk helps keep our SMB competitive

Verified User
Administrator in Sales
Telecommunications Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is generally great for managing our inbound call volume. We are able to have thorough visibility on agent availability and determine the degree to which we are making use of our resources. Agents are less empowered to be able to monitor there individual performance via a dashboard, as programmed by an admin out of the box. We have also had difficulties identifying occasional issues with the Salesforce integration.
January 19, 2023

A must-have

Verified User
Team Lead in Other
Automotive Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Amazing support from all staff, always friendly and helpful, dedicated and efficient. The tool itself, and the service, are great! Seriously, the data you allow us to store is absolute gold, a key factor which is precious for decision-making when the time comes to (re)evaluate staff levels vs workload
January 18, 2023

Talkdesk user review

Aaron Gonzalez | TrustRadius Reviewer
Aaron Gonzalez
BDR
Logitech (Computer Hardware, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Better suited: Callcenters for customer service, tech support and general service. Sales and outbound calls that require to keep track of the call and records of contacts. General day to day office dutties that have to do with calling and receiving calls from different departments without having to rely on a physical phone. Not suitable: Maybe dispatch and emergency services that require more robust equipment.
January 18, 2023

Needs to update

Verified User
Administrative Assistant in Customer Service
Education Management Company, 501-1000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Being able to have Talkdesk work properly is huge for my job performance. I have spent unnecessary time logging out, removing the app and restarting the app to to do my job.
January 18, 2023

TalkDesk saved our customer service reviews!!

Patricia Proal | TrustRadius Reviewer
Patricia Proal
Credit Supervisor
Resideo (Consumer Electronics, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great for call centers where customers are in queue waiting to be answered. Not so great for users who need one on one interaction directly with certain customers, sometimes the menus end up being too complicated for customers to follow and reach the correct person
January 18, 2023

Easy "Off The Shelf" Solution

TB
Tre Buie
Vendor Manager
Stord (Logistics & Supply Chain, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Routing: If your business has different departments that needs separate routing, Talkdesk allows for this.
Reporting: If your agents do offline work, in addition to phone work, Talkdesk allows you to create offline states so you can track all production time.
Reporting: If your call volume is sporadic, reporting allows you to understand volume trends.
December 30, 2022

Talkdesk is making its way

Verified User
Administrator in Customer Service
Hospital & Health Care Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For the work we do, Talkdesk allows me to barge in calls for agents to help in those high-stress moments, and I am to whisper to my agent to talk them through calls so that they are not flustered and help create ease. Having that ability cuts down stressful moments.
Return to navigation