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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 (406)
    9.3
    93%
  • Warm transfer (392)
    8.9
    89%
  • Historical reporting (388)
    8.4
    84%
  • Agent dashboard (416)
    8.4
    84%

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

$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 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

(604)

Attribute Ratings

Reviews

(26-50 of 447)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is being used as the sole platform for inbound and outbound voice contacts across our Customer Service team. We utilize the Studio feature heavily to construct & maintain our IVR, route conversations to the appropriately skilled members of our team and to manage our requested callbacks. Talkdesk has been integrated with our CRM to create new customer profiles when there is a new contact and to update tickets to reflect certain on-call actions like transfers and hangups. We also leverage data dips into our CRM to retrieve user data and affect routing behaviors.
July 21, 2023

Talkdesk Talk Fest

Score 8 out of 10
Vetted Review
Verified User
Our Guest Experience Department uses Talkdesk to take phone calls for all of our 19 stores throughout the United States. It allows us to have an individual phone line for each location, but route the calls to our Guest Experience team during business hours and back to our local store teams outside of business hours.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is being used by my organization to manage customer service requests and facilitate efficient call routing to our operations, collections, fraud, and IT support teams as well as our third-party weekend/outside of business hours call center support team. Talkdesk's platform for building inbound call handling workflows and IVR is straightforward and easy to use.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I currently use Talkdesk to monitor agents. This includes their daily activities from the time they log in until their shift has ended. I also utilize the reports to get an idea of the overall performance of individuals and also the team in its entirety. Our QA and supervisors use the tool for call evaluations to get an idea of how our agents are performing on their contacts, which also aids in coaching sessions.
Natalia Shlykova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk in all department of our company which supports our corporate and particular students all over the world. We use it to make calls to students to give our help and navigate in using our online school. Talkdesk is one of our main instrument in daily job, we made around 50-100 calls per day.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our organisation uses Talkdesk as customer service and sales departments solution. We use national phone numbers and address the calls directly to the departments or we transfer calls once they enter to our customer support department. We implement it with a few CRM software systems to easily manage and record the process of our customers experience.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I am sure there are many VOIP programs out there (we have tried 3 so far), but Talkdesk is here to stay. The integration with Salesforce, and the possibility and ease with which managers can listen to calls for quality reviews, offers everyone in my small office enough peace of mind about our work processes.
Rhonda Katsiamakis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
TalkDesk has proven to be a great tool for our Customer Relations Team. Had it not been for TalkDesk, our advocates would not have had the ability to work from home as they did. Phone calls would not have been answered and it would have been detrimental to our business. I really like everything about TalkDesk. If there is a functionality that we need, that is currently not available, most of the time they are able to accommodate us and find a solution. I am very happy with their product and support.
July 18, 2023

Great experience!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
All the associates and managers at the operations team use Talkdesk daily for their phone calls and voice mail needs. The biggest help Talkdesk brings to the company is the assistance of having a phone call and voice mail system. Talkdesk is very important for immediate access to us from our customers. They are able to call us, leave us a voicemail, and get information from the recordings just by giving us a call. We are also able to organize voicemails, by reassigning them and using the transcription feature to add information on our clients to our CRM.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk mainly to have a call center software for the tech support team, customer service, restaurant support, website support, etc., So it's our main tool for communications. It is very helpful since we have several ring groups and we can transfer between each other. Also, it is a smart-assigning call queue, so It's not like the regular call center software where it assigns a call to the agent that has the most time is available, but it assigns it to an agent depending on several factors, like the auxiliary usage, available time, etc. It also has a voicemail feature, where it stores all voicemails and can be assigned to each agent, which is very convenient for each agent to track all voicemails, including contact information. It is also used for QA evaluations, as you can upload your QA form and evaluate the call for each agent, adding comments to each section of the voice interaction specifying on what part of the call you made the note so that the agent that is being evaluated can see exactly where are the comments. It also keeps track of every interaction with time stamps and dates of course. It's great overall
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is used in some of our other departments. It's easy to use and provides a wide range of useful real-time data. This software provider helps agents who are not as tech-savvy. Personally, I love how Talkdesk allows me to view my other group/team members. I am better able to manage my calls now and the callback feature is great. At first I was worried it may be a bad upgrade but it wasn't, it actually helps me to be more organized and in control of my system.
Kristopher Harris | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is being used by multiple departments. It's mainly utilized by our Customer Care Team, but our Tier II Support Team and Human Resources Department also use Talkdesk. Talkdesk integrates well with our CRM and allows us to keep track of conversations with customers, vendors, employees, etc. Talkdesk allows us to select different outbound numbers when contacting different people, which is super helpful and allows for a consistent experience.
Connor McComb | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is our service provider for phone line contacts. The business issues with Talkdesk relate to technical disruptions that can occur for agents - which can impact our frontline operations. Select issues include: - Unable to update Status (and therefore, unable to take inbound calls) - Select technical issues (receiving inbound call when currently on a call, connectivity stability, etc).

Besides that - Talkdesk is a solid product to use.
January 25, 2023

Talkdesk from the Heart.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use Talkdesk to talk and help our customers with their issues with their devices; I also use Talkdesk to give a call back to customers or to transfer for better support. I can also have a list of the calls I did so I can review it like recordings, it helped me a lot regarding to my work.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk is used to field all inbound Sales and Support calls as well track performance of these calls. The reporting is used to assess performance of the team and resource requirements. Integrated with Salesforce we manage every customer interaction via Cases and Activities. We are also in the process of leveraging Talkdesk's SMS text feature as a new channel.
January 19, 2023

A must-have

Score 10 out of 10
Vetted Review
Verified User
Incentivized
To centrally manage calls from/to our warehouses around the globe that will always refer to urgent needs to resolve van rental Operations and their constraints, assuring the operation does not stop and any issues are resolved immediately
January 18, 2023

Talkdesk user review

Aaron Gonzalez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Talkdesk enables me to call customers on a daily basis. It is very reliable and allows me to keep track of calls I make with its salesforce integration. Also I appreciate the clean and simple interface. It is easy to use as well it can handle voicemail which I find very useful to keep track on customers calling me back.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Receive calls from dispatchers and carriers. Calls are also transferred between departments. Talkdesk helps us understand frontline staffing needs (knowing the amount of calls IB & OB and well as processing times to handle those calls). Web-based and phone app real time reporting allows managers on the go to always know how we are doing.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Talkdesk in our virtual environment to provide services to members that call in for medical assistance, across many markets (states) that we serve. We also use Talkdesk to provide outreach to the members served as well. Talkdesk has been very beneficial with reporting and helping us to forecast staffing for future openings in other markets.
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