Good but could be great with advanced reporting
We have Talkdesk as our main phone provider for our Customer Contact Center. We have this integrated with SFDC.
Starting at $85 per month per user
View PricingOverview
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.
Recent Reviews
How Talkdesk Differs From Its Competitors
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
- Recording (405)9.393%
- Warm transfer (391)8.989%
- Historical reporting (387)8.585%
- Agent dashboard (415)8.484%
Reviewer Pros & Cons
Video Reviews
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Talkdesk Impresses with Stability and Functionality. One User's Story
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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
Product Demos
Automatic Summary Demo | Talkdesk
www.talkdesk.com
Proactive Outbound Engagement Demo | Talkdesk
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AI Customer Self-Service Demo | Talkdesk
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Coaching Performance Development Demo | Talkdesk
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AI Workforce Management Demo | Talkdesk
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Omnichannel Agent Experience Demo | Talkdesk
www.talkdesk.com
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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 Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple 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.
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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Reviews and Ratings
(602)Attribute Ratings
Reviews
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February 13, 2024
Good but could be great with advanced reporting
We have Talkdesk as our main phone provider for our Customer Contact Center. We have this integrated with SFDC.
February 07, 2024
Review 09/20
Score 8 out of 10
Vetted Review
Verified User
I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
January 02, 2024
Great solution for a cloud call center of any size
Talkdesk is used for multiple customer support teams to provide inbound and outbound calls from customers, automated calls assignment, IVRs, etc.
January 02, 2024
Doesn't really fit all environments
Its used for calls, chats, whattsapps and emails. There is also a quality management and workforce tool but we found that the process was not user-friendly and as such use different systems for this. Our customer and internal comms take place on this platform and we are aware that there are other functionalities to it but are reluctant to venture into them due to the difficulty in navigation.
January 02, 2024
An easy to use, efficient software
Talkdesk helps to support the customer service function of our SaaS Platform and allows us to resolve disputes in a timely and efficient manner while also enabling us to track disputes regarding returns and refunds, as well as, feedback. It has proven very useful and scalable as we continue to grow our business
December 28, 2023
Scalable solution for Salesforce integration
Owl Labs is currently using Talkdesk for our Sales and CX teams. We wanted a customer facing phone system that would allow us to customize our IVR, be able to transfer calls to live agents, voicemails, and external phone numbers as well. With our previous system, we had a lot of smaller limitations that were adding up and causing it to be difficult to scale. With Talkdesk, we have many ways to scale our system with simple fixes like pre-setting our holiday messaging and hours months in advance.
December 20, 2023
Awesome product! easy and powerful
We use talkdesk not only for calls but also the chat app so that we can have all contact of each customer under the same system. That heps a lot to our contact center to recap information and training. Also we can monitorize and make statistics of inbound/outbound calls, chats, etc
December 15, 2023
Talkdesk : optimized call center (30 agents)
We have a team of Customer Service of about 30 agents accross 3 countries (Canada, USA, Colombia). Our agents support our customers through order-taking and other inquiries such as billing. They use Talkdesk for inbound, outbound calls and emails. The call flow is able to identify callers per region to accomodate the language of the caller. We also use Talkdesk to report on performance indicators.
December 15, 2023
Promising service provider
Using it for our external customer hosting services needs along with some internal services that we keep in house. Standalone invoices are hard to review with month-over-month changes from finance perspective.
December 15, 2023
Talkdesk review
We use TalkDesk for our call center agents to take calls from clients. Agents assist clients with payment plans & applications for Federal aid.
December 14, 2023
Long lasting relationship, with customized solutions
We use Talkdesk to interact with customers across our customer journey. Not only inbound but outbound as well. We are already using in different departments, such as: sales, marketing, finance, talent acquisition, marketplace. We will have more teams using Talkdesk in the next years, as it will use the capabilities to ensure we are meeting targets across the different teams.
December 13, 2023
Recommend with a few reservations
We use Talkdesk as the contact center platform for our IT Service Desk, which provides service to both internal PSCU staff and external customers at financial institutions. We are a distributed workforce, with all of our team working remotely across many different places in the USA. We currently use the voice and chat channel, workforce management, and are heavy users of reporting. We moved to Talkdesk from an on-premises call management system, and is our first foray into CCaaS within the company. We currently handle around 7000 customer contacts per month, routed to both general-purpose ring groups and specialized groups that accommodate callers with special requirements.
December 13, 2023
Talkdesk is a really strong service with some issues to resolve
Our Company has a large outbound sales operations and Talkdesk is used as our dialer setup to support this operation. Our Company also has an inbound line and required a service that could support both types of calls. Also, the reports and integration with our CRM were two of the essential functionalities our Company requires in a dialer and Talkdesk is able to accomplish both.
December 12, 2023
Talkdesk Review
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 remote use, and allows a phone tree to filter customers to the best agent. Voicemails and calls can be transcribed, and there is decent reporting for performance.
December 04, 2023
Talkdesk Call Center
We are currently using Talkdesk throughout our US/Mexico and Europe Call Centers, for a variety of our departments. We are able to implement it with Salesforce and relate to the cases, so it makes it easier to follow the call throughout the process as well as evaluate agents with Call recording and screen capture.
November 15, 2023
Everyday use
Score 9 out of 10
Vetted Review
Verified User
We support our client's 24x7 with critical customer support and business needs. Talkdesk is critical for us to have the interface up and running. From installing Talkdesk to its everyday use, it has been incredibly smooth and easy to use. With this pandemic happening, we have seen an increase in volumes with our clients and the need to be remote and active on the phones for support. Talkdesk has been great in achieving our needs to help assist our everyday clients.
We are in the 24x7 customer support business and it's critical for us to have the interface up and running. Talkdesk does the job for us as expected. We have been using it for the last 2 years, and so far, the overall experience is great. The interface is smooth and easily integrated with Chrome, which we widely use in our company. We needed a phone system that allowed a distributed team in our org to take customer calls on mobile numbers and not expose their personal phones. Talkdesk helped us in this scenario and it's really useful in this Covid time as well. post the covid we have been using TalkDesk with no issues and all seems to be working great.
My team has to contact our customers and partners with Talkdesk, so it makes the communication between us (platform) and both parties possible. Without it, the communication would be much slower per email. We also have a chat function, but in some cases, a call solves the issue more effectively than an email or chat.
August 04, 2023
Talkdesk review
We use Talkdesk for multiple departments here at Foundations Recovery Network. Our teams consist of Admissions Coordinators, Customer Service Specialist, Care Coordinators Clinicians, Operations, Benefits Analyst, Intake, and Adolescent Admissions Teams. We manage all of our inbound and outbound call volume through Talkdesk. Talkdesk software customizations ease the issues with call routing through out our company.
July 31, 2023
Talkdesk - Helpdesk management of the future
Used as a softphone and by our merchant care/support teams for supporting our product
July 27, 2023
Talkdesk gets the job done!
We have used Talkdesk for both incoming and outgoing calls across the company particularly in the sale department. For customer outreach, quality assurance is important and call quality is excellent.TD is easily integrated with Salesforce and facilitates our ability to interface with customers to drives sales and enhance revenues.
July 25, 2023
I'm a talkdesker!
Score 10 out of 10
Vetted Review
Verified User
Our organization utilized Talkdesk to outreach to our students and for them to reach us. It has proven to be amazingly useful, consistent and reliable in this primary use. Talkdesk also provides a place for us to analyze every member of my teams use of talkdesk to ensure the team is actively working together on outreach.
July 25, 2023
A well integrated cloud communication service with easier implementation and maintenance
Score 10 out of 10
Vetted Review
Verified User
We wanted a global CTI solution compatible with our cloud CRM supporting approx 800+ agents worldwide with multiple language/timezone support. Our old CTI solution was an on Premise solution and although robust was difficult to manage and integrate with newer technology platforms.This is where we found Talkdesk to be meeting our needs. We went from designing to actual go live across all the regions (Americas/EMEA/APJ/India) in a record time of 10 months. We had our share of challenges and odd working hours due to diverse user base but the end result led to a much better integrated system with cloud CRM, company AWS storage account and reporting solution. We observed and raised multiple CR's along the way and we are seeing the progress in product features as we continue to enhance our system further. We are now excited to expand the capabilities with MS Teams integration and other new features.
Talkdesk is our VoIP solution. With the SF integration, we are able to make outbound calls with the click of a button from the SF contact record and during an inbound call, if the contact exists in SF then it redirects the user to the SF record. We have configured it to call out a pop out task so the agent can insert any comments about the call. It really makes it efficient for our agents to go from one call to the next and vice versa!
July 21, 2023
Perfect Communication Tool
We receive calls from drivers, dispatchers, and companies requiring Emergency Road Service. I work 12 hour days. I am using Talkdesk during my entire shift. I am also able to review my calls in case I question an item that was needed i.e. tire size, or location of the breakdown. With Talkdesk I am also able to select a disposition of the call so reporting to upper management is easier. They can simply pull the reports. I am also able to forward a call to another agent or tech easily. This program works seamlessly w/ my Dell Computer and doesn't use a great deal of RAM.