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Talkdesk

Talkdesk

Starting at $75 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

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 (406)
    9.4
    94%
  • Warm transfer (392)
    9.1
    91%
  • Agent dashboard (416)
    8.7
    87%
  • Historical reporting (388)
    8.6
    86%

Reviewer Pros & Cons

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Video Reviews

1 video

Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
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Pricing

View all pricing

CX Cloud Essentials

$75

Cloud
per month per user

CX Cloud Elevate

$95

Cloud
per month per user

CX Cloud Elite

$125

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
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)

  • $75 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.

8.7
Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.9
Avg 8.3
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Product Details

What is Talkdesk?

Talkdesk® is a global customer experience provider. Their contact center solution provides a way for businesses and customers to engage with one another. 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 CX Cloud™ is an end-to-end customer experience solution that aims to combine enterprise scale with consumer simplicity. Talkdesk boasts 1,800 companies around the world, 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 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 $75.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Talkdesk.

Reviewers rate Recording highest, with a score of 9.4.

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

(604)

Attribute Ratings

Reviews

(1-25 of 264)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is good now, but we had to customize a few things in order for [Talkdesk] to work with our SFDC interface. We still don't have integrated reporting that we need within SFDC as all of the fields are not there to report on. If the reporting would be better within [Talkdesk], maybe I would rate higher, but the reporting really lacks.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
There are far easier systems to use, Talkdesk requires that one spends a lot of time going through the training videos and content to learn how it works and only then does it become easier. Even experienced call center agents have difficulty with it and many workarounds had to be found in order for the system to suit our needs.
Jeanette Wiley | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is very simple to use and easy to integrate with Salesforce and Helpscout. Some of our reps have confusion around the Phone widget in Salesforce, the callbar app, and the web app. There are a couple of places to look/manage and sometimes that can get confusing for our team.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
the tool is very easy and interactive to use, even with no previous experience in any voice call or chat app software, using talkdesk from the first time is easy and works very well. Managing the flow, agents, numbers and functionalities is also very intuitive so that no previous learning is needed
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Live Dashboard is super useful to keep track of the key metrics for the team. Also, the scheduled reports, help us on doing better stand up meetings, where we analyse the metrics with a breakdown per hour, trying to find the root cause for missing calls, or a higher avg. waiting time.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
From an agent perspective, the tool works fairly well and does what it's supposed to do. While there continues to be some frustration on the vague error messages and perceptions of stability issues, leadership has been generally satisfied with that aspect of Talkdesk.

Where the tool is less acceptable is in areas like ServiceNow integration, a somewhat half-baked chat channel that lacks needed features and reporting, and a lack of training resources.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
The user interface is one of the best in the markets, with smooth integration and several options to have it in the computer (web and app). Also, the dashboard quality allowed us to stop some of the integrations with our internal reports given the quality of the reports generated in-app.
December 04, 2023

Talkdesk Call Center

Score 8 out of 10
Vetted Review
Verified User
Incentivized
For an Administrator of the system, the ease of the tasks that we do on a daily basis helps reduce time significantly. The ability to work on a different platform to administer when you aren't in the office, to fix an issue on your cell phone, helps to give better service to our internal clients.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I gave this rating because, All in all, TalkDesk is an excellent software. For our Contact Center, it is a perfect match because of its user-friendly interface and low complexity. Navigating the Talkdesk UI is not too difficult. Using a Web Widget, the product simplifies phone answering and transfer for users. From a management/admin standpoint, the software data analytics interface has improved over the past year, giving us access to more crucial insights regarding agent efficiency and client interactions.
November 15, 2023

Everyday use

Score 9 out of 10
Vetted Review
Verified User
Easy to use, integration with Salesforce is a huge plus. Ability to add notes while in call that get posted straight to SF greatly increases proficiency.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk's overall usability is very good, of course, there are always things that could be improved and that is why I rated it as a nine and not a ten. It is intuitive, and a good tool to track team adherence to schedule, pick times, agents performance, and also customer satisfaction.
July 25, 2023

I'm a talkdesker!

Score 10 out of 10
Vetted Review
Verified User
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. The platform is very simple to use and understand.
Score 10 out of 10
Vetted Review
Verified User
It is a good solution in following scenarios: retaining existing SIP Numbers Integrating with internal AWS Storage Integrating with reporting solution Debugging call and call flows Guardian tool is helpful in identifying user browser, ip address or call quality issue
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