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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 …
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 (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 447)
Companies can't remove reviews or game the system. Here's why
Score 4 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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
Jeanette Wiley | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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

Score 7 out of 10
Vetted Review
Verified User
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 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

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The ease of use of this software is remarkable. Agents quickly pick up the use of this tool. Furthermore, our IVR may be incredibly flexible thanks to the Studio for IVR. This has improved the customer's overall happiness by making it simpler for them to contact the right team. The Salesforce integration is, in my opinion, the best feature. It satisfied our primary criteria, and I'm really pleased with its perfect integration. The solution's ease of implementation is another crucial factor.
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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!
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