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Starting at $85 per month per user
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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
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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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)
  • Warm transfer (392)
  • Historical reporting (388)
  • Agent dashboard (416)

Reviewer Pros & Cons

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Video Reviews

1 video

Talkdesk Impresses with Stability and Functionality. One User's Story
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CX Cloud Essentials


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CX Cloud Elevate


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CX Cloud Elite


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Entry-level set up fee?

  • Setup fee optional
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  • 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

Proactive Outbound Engagement Demo | Talkdesk

AI Customer Self-Service Demo | Talkdesk

Coaching Performance Development Demo | Talkdesk

AI Workforce Management Demo | Talkdesk

Omnichannel Agent Experience Demo | Talkdesk
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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.

Avg 8.3

Workforce Optimization (WFO)

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

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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View all alternatives
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Reviews and Ratings


Attribute Ratings


(1-25 of 448)
Companies can't remove reviews or game the system. Here's why
Score 4 out of 10
Vetted Review
Verified User
  • Populate graphs in reports
  • Allows a whisper function during agent calls
  • Has a knowledge base for reference
  • Has videos to assist with customer troubleshooting
  • Great responses on after sales service
  • Great sales team
  • Reporting is not easy to manipulate
  • Workforce management is not available in a simplified view
  • Creation of the Quality management process is not easy
  • Call quality is not great in Africa
  • Some features do not yet come with a full list of reporting capabilities
  • Connectivity causes delays in responses in all communication as they have no tower in Africa
  • It is significantly more expensive than local providers
  • Lack of integration to in-house systems caused a barrier
Score 7 out of 10
Vetted Review
Verified User
  • Customer to Customer Service Communication
  • Tracking open tickets
  • Providing a quick glimpse at outstanding items still to be addressed
  • The reporting, I would like to be able to better filter open tickets by topic/subject, etc
  • Improved monitoring and tracking of KPIs (days to resolve, number of escalations, number of tickets by category and seriousness)
Jeanette Wiley | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
  • Customization of IVR.
  • Great onboarding support.
  • Integration with Salesforce.
  • Lacking continued success manager support. After onboarding, you are transferred to general support. Sometimes, we need help with more strategic & bigger picture decisions post launch that would be great to talk through with a CSM.
  • I wish the features available in the web app were available in the call bar app. It would make it a bit easier for our reps to have one less place to look to manage voicemails.
Score 10 out of 10
Vetted Review
Verified User
  • Call routing
  • User friendly user interface
  • Many communication channels to choose from
  • No third party services
  • Product support
  • Product availability
  • Reports - not as user friendly, the data quality is not great
  • Billing - the bill should have more details about usage
Score 8 out of 10
Vetted Review
Verified User
  • Talkdesk CX Cloud Elevate Licenses
  • Custom Reporting with Live & Explore
  • Quality Management Assis
  • provide details with user info for billing purposes
  • ability to sign term contract with discounts.
December 15, 2023

Talkdesk review

Score 2 out of 10
Vetted Review
Verified User
  • They send unsolicited marketing emails with unparalleled regularity.
  • From experience, we've not been able to update billing information through their website for months, despite pointing this out to multiple people. This leads to us getting past due notices without ever having received invoices. Pretty annoying!
  • Their only option for taking credit card payments in a PCI Council compliant manner is a 3rd party whose technology seems to falter every time it rains leading to our phones being unable to accept any inbound phone calls.
  • From experience, We've been repeatedly promised improvements in this area that never seem to come. Some would call that being lied to, but I'm feeling generous so I won't go that far.
  • I think their support response times bear some room for improvement. We notice this more than we do with other vendors because we experience outages at TalkDesk more than we do with other vendors & are frequently trying to determine why our phones aren't working.
Score 7 out of 10
Vetted Review
Verified User
  • Real-time dashboards that can be customized for agents and management.
  • Visual IVR creation and management
  • Call management and routing
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
December 12, 2023

Talkdesk Review

Score 7 out of 10
Vetted Review
Verified User
  • Easy to use
  • Works well for distributed teams
  • seamlessly handles multiple phone numbers
  • Caller ID function doesn't work well in my experience
  • Customer support is not great in my opinion
  • I believe product seems focused on very large teams at the expense of smaller operations
December 04, 2023

Talkdesk Call Center

Score 8 out of 10
Vetted Review
Verified User
  • The Live dashboards really help to know what agents are doing as well as see what calls are in the queue and the timing
  • They have a variety of reports and dashboards with the ability to create your own if needed.
  • The ease of administering the system is great and being able to do it from anywhere (via phone, iPad, etc.).
  • Default reports provide most of everything you need without having to create on from scratch
  • We would like the agents to be able to see their progress daily on the tool without seeing other agents (this is currently scheduled I think for Q4)
  • To be able to transfer calls to the top of a call flow, instead of transferring them out of the system and back in, so they can choose the correct option if the Ring group is not known.
  • For the Callback option, transferring the call outside the system and back in, the system retains the outbound caller id, not the customer's original one, so the callback will fail.
  • The ability to see real login/logout reports
Score 10 out of 10
Vetted Review
Verified User
  • The best features are the ones that our Customer Service and Sales team use. The teams have to do calls on a daily basis and our customers are all over the USA. The ease of use and the app is the best.
  • Simple migration from existing apps.
  • Quick integration and easy to use.
  • Easy to install and setup.
  • Dependable
  • Easy Reporting
  • Sometime we faced issues related to caches. Not sure how that can be improved.
  • The thing I like least about Talkdesk is the reporting section. We need many customized reports, and for some reason, we haven't really explored this section. We wish it could be simple to use like an API call.
Score 10 out of 10
Vetted Review
Verified User
  • Allows customers and partners to contact us with their issues
  • Allows us to contact customers and partners to solve their issues with one another
  • Allows issues to be solved more efficiently and faster
  • sometimes people cannot hear/be heard
  • It would be great to have more detailed info (with graphics) about the team and individual performance
  • team performance reports daily/weekly/monthly mail functions would be great
July 25, 2023

I'm a talkdesker!

Score 10 out of 10
Vetted Review
Verified User
  • Very reliable with our ability to complete outreach.
  • Very reliable for inbound calls for our target audience to reach.
  • The customer service is particularly helpful when it comes to troubleshooting issues.
  • I think the look of and layout of our talkdesk could be more seamless.
Score 10 out of 10
Vetted Review
Verified User
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
  • The core maintenance, migration and deployment of Voice prompts, functions alongwith flow changes is crucial and is a key missing feature. Development in Production was a shocker and led to lot of confusion and limitation during the implementation and testing.
  • The AI feature is not as supported and reliable in Non English language
  • The Support team seems very lean to handle heavy loads of issue thereby delaying the resolution of the issue. One of our critical issue took almost 2 months to resolve which could have been handled better by proactively driving the issue from talkdesk end.
  • The support ticket does not have any escalation process. It needs to add the severity/ impact to number of agents and have people to support escalation especially involving Call Quality/network/Reporting/storage
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