Talkdesk® is a global customer experience provider for customer-obsessed companies. 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 who deliver a better way to great customer experience.
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: Quality management
Supported: Call analytics
Supported: Historical reporting
Supported: Live reporting
Supported: Customer surveys
Supported: Customer interaction analytics
Omnichannel support Features
Supported: Voice (phone)
Supported: Video channel
Supported: Live chat channel
Supported: Social media channels
Supported: Mobile applications
Predictive Analytics Features
Supported: Intelligent call routing
Supported: AI assistance for live agents
Talkdesk provides a better way for organizations to unlock the promise and potential of great customer experience.
Experience. A better way.
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.
Address internal issues quickly and solves any IT problems that arise in an efficient fashion
Allows our large company to stay connected, and easily reach anyone in the company
Allows our customers to have a quick and successful call experience by being routed to the correct agent
There is still improvement to be done in the "pause recording" function so that guests' personal information is not recorded
I wish another call could come in while I'm on the other line or show me when someone is calling while I'm on the other line. This would be helpful to see if I need to put someone on hold and transfer the other line.
Studio Academy - We / our team can self learn on how to address our own problems
Studio Building - Very easy to draft up a phone tree and have it operational in hours!
Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
As a System Admin, Talkdesk has many services that help in giving the best customer service.
I am able to admin agents for my company in an efficient manner and customize permissions given to agents.
There are integrations that are really worth having.
Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.