Talkdesk

Talkdesk

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.7 out of 100
Top Rated
Talkdesk

Overview

Recent Reviews

Talkdesk as a VOIP

8 out of 10
March 31, 2022
Talkdesk is used as the main telephony to support customers for the company. This addresses the communication and support to all our …
Continue reading

Talkdesk

9 out of 10
March 31, 2022
I use Talkdesk on a daily basis to contact my clients and receive inbound calls. The only problem that occurs is that sometimes it cancels …
Continue reading

Reason to choose Talkdesk

9 out of 10
March 06, 2022
We use a Talkdesk in our company mainly to communicate with our stakeholders such as couriers, restaurants, and customers. Also, we …
Continue reading

Reviewer Sentiment

N/A
Positive ()
N/A
Negative ()
Learn how we calculate reviewer sentiment

Awards

TrustRadius Award Top Rated 2022
TrustRadius Best of Award, Best Of Relationship 2022
TrustRadius Best of Award, Best Of Value 2022
TrustRadius Best of Award, Best Of Feature Set 2022

Popular Features

View all 22 features

Recording (357)

9.4
94%

Warm transfer (346)

9.1
91%

Outbound response (337)

8.6
86%

Agent dashboard (365)

8.6
86%

Reviewer Pros & Cons

View all pros & cons

Video Reviews (1)

Record

Pricing

View all pricing

Professional

$65

Cloud
per seat/per month

Professional +

Contact sales team

Cloud

Enterprise

Contact sales team

Cloud

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Contact Center Software

8.6
86%

Workforce Optimization (WFO)

8.9
89%

Product Details

What is Talkdesk?

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.

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 Video

Talkdesk provides a better way for organizations to unlock the promise and potential of great customer experience. Experience. A better way.

Talkdesk Integrations

Talkdesk Competitors

Talkdesk Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

View all alternatives

Frequently Asked Questions

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.

What is Talkdesk's best feature?

Reviewers rate Recording highest, with a score of 9.4.

Who uses Talkdesk?

The most common users of Talkdesk are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews

(1-25 of 395)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Tyler Neuwirth | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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
March 31, 2022

Talkdesk as a VOIP

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Record the conversation of the call for quality and training purpose.
  • Easy to transfer the call to other departments.
  • Easy to monitor the quality and service level.
  • User friendly as it does not require much training to use talk desk.
  • Uncomplicated to set call trees for team members by Administrator of talk desk.
  • It could have add feature like message option.
Fernando Santos | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Call routing by allowing to create the ring groups needed
  • IVR flow design for its flexibility and allowing us to explore some self-service components
  • salesforce integration
  • reporting component. It's hard to quickly understand the reported design and also some metrics
  • Biling support always takes too much time to reply
  • whenever you identify a missign feature the only solution is to publish it on the Talkdesk community and hope it gets enough votes to be noticed
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Being able to easily review my calls
  • Know who is online w/ in our organization and change the skills that each member has.
  • Callers are able to input their account # and event # so accessing their information is faster and more efficient.
  • Being able to call a co-worker when they are in 'After Call Work - Online' instead of just when they are in 'Available'.
  • Sometimes w/o my knowledge the setting change.
  • I would like to be able to change the ring tone.
Ken Cohen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Inbound IVR and call flows
  • Ease of set up and configuration
  • Live reporting and dashboards
  • Automated reporting and email distribution
  • Workforce management
  • OmniChannel
  • Client support
  • Currently working on their FedStamp certification, which is a two year process and almost completed
February 27, 2022

Talkdesk review

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Channel guest inquiries.
  • provides a smooth customer experience.
  • Easy of use to the contact center agents.
  • Internet connectivity dependent.
  • Easy of changes to the system.
February 26, 2022

Simple but potent.

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • User Experience.
  • Historical reporting.
  • Live dashboard configuration.
  • Admin experience.
  • Conversion of legacy features.
  • Support knowledgebase.
  • Parts of Omnichannel setup.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Call Recording
  • Phone Calls Data Export
  • Agent Status Detail Export
  • Filters when exporting data
  • Dashboards seem to be useful but most people never really use them
  • Support page is ok, but takes time to find out what TD can or can't do
February 22, 2022

Talkdesk IS the Solution!

Rus Cordova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Studio call flow enables custom creation and manipulation of telephony operations.
  • Reporting is simple and easy to use, freeing up time for other tasks.
  • Live call monitoring is a snap. One-click and you're in. One more and I can join the call if necessary.
  • Infusionsoft (CRM) integration creates a seamless connection.
  • Latency in some VOIP calls.
  • SIP integration could be improved.
  • Independent operation from CallBar would be amazing.
  • Mobile app could use some improvement.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • easy to use on desktop very easy to download.
  • calling our customer for assistance in USA AND CANADA majorly
  • able to listen our recorded line after call for improvement.
  • Help us monitor or performance
  • maybe more speedy login process