Good but could be great with advanced reporting
We have Talkdesk as our main phone provider for our Customer Contact Center. We have this integrated with SFDC.
Starting at $85 per month per user
View PricingOverview
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.
Recent Reviews
Awards
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Popular Features
- Recording (405)9.393%
- Warm transfer (391)8.989%
- Historical reporting (387)8.585%
- Agent dashboard (415)8.484%
Reviewer Pros & Cons
Video Reviews
1 video
Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
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
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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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 Integrations
Talkdesk Competitors
Talkdesk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple 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.
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).
Comparisons
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Reviews and Ratings
(602)Attribute Ratings
Reviews
(101-125 of 447)Companies can't remove reviews or game the system. Here's why
November 30, 2021
Talkdesk Review
- Integrate with Salesforce.
- High reliability of call service and audio quality.
- Good apps for use with the system.
- Features, As Talkdesk is new they are slowly improving the product.
- Studios can be complicated via their UI experience.
- No Ring Group control gives difficulty in Management.
November 30, 2021
Talkdesk is wonderful and easy to use!
- Easy to use
- Convenient
- Faster transition for phone calls
- Saves Space
- User Friendly
- Making it easier to end calls when your line is constantly ringing
- Selecting options with ring tones
- A different screen where it pops up in the corner
- Keyboard options to answer a call
November 29, 2021
Talkdesk is the go to for communication efficiency!
- Providing the keypad as the main screen, and being able to use it as you would as a regular phone.
- Being able to navigate the app so easily and quickly
- Being able to call back the person you were just on the phone with without having to look up their information is a huge plus
- I would say being able to troubleshoot. Like calling your own line from TalkDesk.
November 29, 2021
Best App for International calling
- Great connectivity
- Quite simple
- cool features
- need to work on connectivity
- should work less data speed
- Mobile application need improvement
November 29, 2021
Clear review on Talkdesk
- Connects to other countries easily
- No charges need to be paid
- Voice clarity
- Sometimes we get connected to the customer but they are not able to hear us don’t know if there is a connectivity issue
November 29, 2021
Paulina Thrasher-Review
- Easy to monitor calls and download recordings
- Clean, simple to use UI
- Good service, always connects easily and has clear audio
- Glitchy-sometimes will ring with the noise but will not give you an option to answer
- Difficult to make changes/suggestions of new features
- Slow-sometimes the availability will not update or you think you're available when you're actually not
November 29, 2021
Talk Desk Review.
- Give us good network
- Give us accurate report
- Less time consuming
- Needs to give an option to make conference calls.
- NA
- NA
November 29, 2021
Not tech savvy user but still delivers
- Technology and how it works for us
- Communication
- Wholeness within the company
- There are tech user issues
- Functionality issues
- Dropped calls
November 28, 2021
Talk Desk perfectionist
- User friendly
- Accurate reports
- Needs to add the option to make conference calls.
November 27, 2021
Talkdesk all the way !
- Make call flows efficent
- Relevant report generation for improvement across LOBs
- Custom and flexible integration
- Ringing options
November 23, 2021
Team Lead Review
- Good for VOIP services
- Has helped cut cost compared to competitors
- Communication within the company
- Tech is confusing
- Could have better tutorials
- Call forward is hard to understand
November 23, 2021
Management review
- Offers national communications structure
- Offers tech savvy options for keeping in touch
- Tech issues are quickly resolved
- Would like the operation to run more smoothly
- Missing user functions
- Could offer walk through for less tech savvy users
November 23, 2021
Simple man honest opinion
- Communication
- Problem solving
- Technology advances
- Calling is sometimes hard to figure out
- Not initially user friendly
- Tech issues
November 22, 2021
Talkdesk!
- Indicates how many calls are in the queue
- Shows who is calling what line and when
- Shows a call log history
- The actual time someone called in-this is often a day or two off.
- Having the ability to empty a queue without having to take every call.
- Incorporating the old version with the new version!
November 22, 2021
Opportunity to Improve
- Integrate with our CRM
- Client Side Application Launches easily and Work Consistently
- Administration Tools are easy to understand and use
- Support of issues - resolution is often measured in days\weeks
- Omnichannel experience for agents is flawed and configuration options are limited
- Typical tools (such as transfer) does not have customization or ability to work with a business
- Unable to assign calls from the dashboard
- [In my experience, ] reporting is unreliable through the dashboard and hard to leverage useful information
- Omnichannel reporting is terrible
November 22, 2021
My part of experience with Talkdesk
- User friendly
- Accurate reports
- NA
- NA
November 22, 2021
TalkDesk Review
- Global Calling number and workflow
- integration
- Administrative
November 21, 2021
BEST DIALLER USED EVER!!!
- Best Call Recording maintains weekly.
- Easy to Use interface.
- Easy to switch number to call from.
- Need to have a option to dial auto and after upload dialing sheet.
- If we can get different themes for dialer.
- Need to have a option to set Voice Mail.
November 20, 2021
More Features for our Future!
Score 9 out of 10
Vetted Review
Verified User
- Really good in using for comprehensive reporting
- Love how we can interact with our customers real-time
- Chat interactions are always on point
- can simplify some reporting
- should help with history data
- the ability to manage users status in omnichannel
November 20, 2021
If you are looking for the ability to control your own phone system - then Talkdesk is for you.
- Making it easy to update the call flows
- Support
- Online documentation
- Easy to administrate
- Reports are good but are lacking some of metrics we expected.
- Some metrics were calculated differently than expected - not bad but made it somewhat difficult to compare past results to current ones.
- The SMS feature could use some improvement.
November 19, 2021
Talkdesk has been the perfect fit for us!
- Professional services to onboard companies.
- Support is excellent.
- Easy to install client side software on PC and mobile devices.
- Easy to manage from cloud-based portal.
- Account managers have been very responsive to our needs.
- They have developed a healthy support community that has lots of useful info (see https://community.talkdesk.com/s/)
- There is currently no way to manage reporting dashboards in a central manner. This is on the roadmap.
- There is currently no way to route calls based on agent skills. This is on the roadmap.
- A more advanced understanding is required in order to produce meaningful reports right now. This is on the roadmap.
November 19, 2021
TalkDesk what more do you need
- Studio for call flows.
- Higher quality calls.
- Ease of access to the system.
- Images in Omni Channel.
- Better structure in Omni Channel.
- Integration with Okta to auto build user profiles.
November 19, 2021
Give it a try, you wont regret it.
- Minitor status of agents
- Check how many calls they take
- Change their status from available to away and many more status.
- Make outbound calls
- Inbound calls
- Whenever we listing to calls, it would be good if we could maybe fast forward the recordings
November 19, 2021
The good, the bad, and the ugly
- Easy to find stats. Allows us to see which agents are performing well and which agents may need a little assistance.
- Allows us to track how long agents are on the phones.
- Allows us to find calls that we can listen to.
- Easier way to find service level.
- Easier way to see what time agents logged into the phones
November 19, 2021
Declare Talk desk , a synonym of best software
- Calling
- Documentation
- Call recording
- Call record
- Lagging issue
- Sometimes hangs up
- Very few call drops