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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

(76-100 of 447)
Companies can't remove reviews or game the system. Here's why
July 08, 2022

Talkdesk Review

VS
Vladimir Suazo
WFM Sr Analyst
BGLA (Insurance, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
To monitor service level and custom build report the tool is an A+. However, creating a user tends to be tedious because there are no options to group skills, so they have to be added one by one and in some cases, a person can last a day setting up a user just because there is no way to add a group of skills.
June 11, 2022

Promising but very often incomprehensible and not fulfilling

DK
Diana Kalikanova
Workforce Team Leader
Glovo (Logistics & Supply Chain, 51-200 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The integration and the very idea of making calls and accepting them are well thought out. However, there are many problems that cause inconvenience to both ordinary employees and management. Pros - The ability to use a convenient mini call bar (a small phone in a computer), integration with CRM platforms, the ability to call by clicking on a number in this platform (there is no need to always copy and paste), the ability to call foreign numbers, the ability to attach local telephony. Cons - the technical definition of problems has not been finalized, integration does not work perfectly, and reporting is unclear for use.
April 13, 2022

I can't imagine using anything else!

Verified User
Account Manager in Sales
Hospitality Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.
April 08, 2022

The 5-star phone software solution.

Verified User
Team Lead in Information Technology
Transportation/Trucking/Railroad Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In this pandemic it is hard for users to work from home without the proper software. Talkdesk is a great option to use for call center employees who need to call the whole day. They just need the software and a headset and they are good to go. Talkdesk is less appropriate when people want to use a desk phone.
April 04, 2022

Let's Talk About TalkDesk!

Tyler Neuwirth | TrustRadius Reviewer
Tyler Neuwirth
Senior Support Associate
FORME (Health, Wellness and Fitness, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is perfect for entry-level teams to get up and running but also could be great for more seasoned teams who want a more robust CX. Being able to have callbacks is a nice feature to have right out of the box as other companies will use that as an up charge.

With how complicated the Studio Builder can get, it's hard to ask a co-worker to go in and modify something as it's not super easy to understand / modify. You delete one section of the flow and all the lines change, making it hard to re-connect the dots and finish what I came in to accomplish
March 31, 2022

Lets Talk about Talkdesk

DM
Desiree Moore
Royalty Relations Advisor
BPX Energy (Oil & Energy, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk has been great for us. There have been very minor hiccups in the 3 years in which we have utilized this product. In comparison to other software, Talkdesk is aesthetically appealing, overall easy to use, and very direct in the manner in which it reports information. We have not had any trouble navigating Talkdesk.
March 31, 2022

Talkdesk as a VOIP

Verified User
Administrator in Information Technology
Banking Company, 501-1000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well-suited scenario is when you want to give the best customer experience to your customers. Talkdesk is easy to use and manage as a system administrator. My agents are able to do their work without having so much hassle.

Less appropriate scenario is trying to schedule your agents. some of them lose access to WFM because the settings on the app is getting unchecked for some reason. There are still glitches with the apps for Talkdesk
March 30, 2022

The Best Phone System for Your Sales and Service Team

Chris Sanzone | TrustRadius Reviewer
Chris Sanzone
Operations Analyst
LuckyTruck (Insurance, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
One example of when Talkdesk was well suited for my organization was when we quickly called through our old leads to light the fire on a few of them. It allowed us to quickly get through the calls and ultimately brought money back into the company's pockets. A scenario where Talkdesk was less appropriate for us was when calls failed to attach to Salesforce during an issue with a client.
March 29, 2022

Crisp, clear connections

Kyle Dusi | TrustRadius Reviewer
Kyle Dusi
Enrollment Specialist
Housecall Pro (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Well suited for dialing out to hundreds of leads per day. You can easily call 400+ leads if you put your head down and just do it. I can't think of a scenario where it is less appropriate but I'm sure if you were only using it to make a few calls a day and sometimes the quality wasnt good then it would not be a good software
March 06, 2022

Reason to choose Talkdesk

Verified User
Supervisor in Customer Service
Food & Beverages Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Best suited- Fast way to communicate with customers. Easy to track the call record. The recording option allows downloading the call for quality check. The chart on the talk desk shows the map of the current service level that makes it easier to check the overall service level of the company. Easy to check each team member's performance. User friendly. Not suited- Not having a chat option.
March 04, 2022

Talkdesk Outshines the Competition

Ken Cohen | TrustRadius Reviewer
Ken Cohen
SVP, Business Development and Consumer Sales
JK Moving Services (Transportation/Trucking/Railroad, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I absolutely would and have recommended Talkdesk to anyone looking for a telephony solution; whether an easy configuration or complicated, Talkdesk and its robust features are the answer. Remote and on-site workers for inbound calls, as well as, outbound dialing. A plethora of options for integration that are standard.
February 26, 2022

Simple but potent.

Verified User
Vice-President in Customer Service
Internet Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We have a relatively small call center with no integrations currently. I would highly recommend Talkdesk to a mid-tier call center looking for a robust product that isn't going to require a high maintenance cost. We were looking for a platform that had adequate reporting, a strong feature set, and an intuitive user experience. What we found in Talkdesk is a platform "right-sized" for today with ample opportunity to expand as we do.
February 23, 2022

Great platform with a room to improve

Verified User
Supervisor in Customer Service
Consumer Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is great, it's pretty straightforward and easy to install and start using it. For example, for specific cases, you can have a dedicated line where only X person would be calling, which is an amazing tool. As I mentioned it's really easy and during the pandemic it was one of the easiest tools to set up on agents' laptops, just install and start using it, you could also use the mobile app which gives you more flexibility! Of course, there are some downsides as well. For example, we had routing issues, also the downtimes are unexpected and can last for a few hours.
February 22, 2022

Talkdesk IS the Solution!

Rus Cordova | TrustRadius Reviewer
Rus Cordova
Operations Manager
Centeno Schultz Clinic (Hospital & Health Care, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Small or large call center operations would benefit greatly from this solution. Other new technologies just do not stand up to the TalkDesk platform. Superior support and customer service overall. Implementation was a breeze! Our organization was caught up in a bulky non-solution that made almost every task difficult and created many barriers that were difficult to overcome. Our previous provider's support was horrible and we had outages constantly.
January 19, 2022

Talkdesk - Fully Recommended to SME

Verified User
Team Lead in Product Management
Financial Services Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Talkdesk is well suited for start-ups companies as it provides an affordable service. Their customer service is really personalised and quick which is nice for small companies as sometimes other providers may consider your account as small and they will not be replying proactively or quickly to the queries. I don't think I would recommend Talkdesk for a big corporation/call center as I previously worked with Cisco in a medium-size call center and it had more functionalities. I think Talkdesk is more for a phone service rather than for a call center service.
January 04, 2022

Best Customer experience.

Verified User
Administrative Assistant in Customer Service
Education Management Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When customers ask us to call back at a specific time and we can easily put a reminder on Zendesk and link it with the Talkdesk and you can call immediately. This gives us the best customer experience for our customers without impacting our relationship with them. Technically speaking easy it made our job really easy and made us more closure to our customers.
December 25, 2021

TalkDesk review

Verified User
Team Lead in Other
Staffing & Recruiting Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Best suited for situations requiring reports from a specific date/time. Less appropriate when having to know what is going on in real-time. The time between the agent hanging up the call and switching to “After Call Work” or another status is delayed and gives a false impression on the agent slightly. It is by no means a large delay, but it is one nonetheless.
December 22, 2021

Talk Desk!

Verified User
Team Lead in Corporate
Staffing & Recruiting Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is well suited for corporate America. It is detailed and versatile for everyday business needs. It helps our company deploy nurses every day to emergency situations. Offering many lines and reports to efficiently run a successful activation. With so many features it is one of our best tools.
December 11, 2021

Talkdesk works well for Call Center Environments!

Verified User
Representative in Customer Service
Education Management Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is best suited for a call center environment. It can handle fast-paced calling and call forwarding in a highly responsive call center. It also allows for call recording. Management has the options to follow up and review calls with staff. Talkdesk also allows for voicemail management and keeps a running list of calls of voicemails stored daily.
December 06, 2021

Human Resources Dream

Ashley Crews-Newton | TrustRadius Reviewer
Ashley Crews-Newton
Human Resources Specialist
Krucial Staffing (Health, Wellness and Fitness, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Talkdesk is a really great software well suited for all different age groups. Most millennials are comfortable with technology, but with the use of the traditional phone dial system it the usability is able to transfer over to being helpful to the less tech-savvy generations as well.
December 05, 2021

One of the best phone solutions!

AR
Aparna Rajeevan
Platforms and Applications Senior Specialist
GetYourGuide Deutschland GmBH (Leisure, Travel & Tourism, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Well suited for any company looking for complex and customised IVR options. Less suited when it comes [to a] company [that] has more than 1000 agents as they miss few bulk agent/user management options.
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