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
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Proactive Outbound Engagement Demo | Talkdesk
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AI Customer Self-Service Demo | Talkdesk
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Coaching Performance Development Demo | Talkdesk
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AI Workforce Management Demo | Talkdesk
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Omnichannel Agent Experience Demo | Talkdesk
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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
(126-150 of 447)Companies can't remove reviews or game the system. Here's why
November 19, 2021
Talkdesk is that you
- Connectivity
- User Friendly
- Training
- none
- none
- none
November 19, 2021
A great idea, but needs refinement
- The GUI looks nice
- Represents real time data well
- Talkdesk has significant improvement opportunities around the reporting concepts
- Talkdesk has significant improvement opportunities around complex troubleshooting promptly being available to assist
- Talkdesk has significant improvement opportunities around better call flow design concepts
November 18, 2021
TD the best!
- User friendly
- Accurate reporting
- Clear network
- NA
- NA
November 17, 2021
Review of Talkdesk 2021
- Record calls
- Live monitoring
- See daily activity uses
- Ability to lift hold and speak with borrowers without disconnecting other line
November 17, 2021
Best calling app for Abraod
- Dashboard Creation
- Integration with different Applications
- User friendly interface with customized features
- Support stats of call monitoring for report preparation
- The downtime should be informed well in advance
- If [the] internet is down, the app freezes
- Extremely easy to use interface, no reps at all had difficulty with it. Which is rare
- Integrates with Salesforce processes with clicks, no code needed. Integration is fairly robust, we've had a couple of minor issues but they got fixed quickly
- Talkdesk needs a good internet connection, when reps have a good network connection it has been super reliable
- You can't see missed calls or voicemails on the dialer, you have to have a tab open. I know this is a design choice to keep the dialer UI super simple but it would be great to be able to see this
- Reporting has been improving but the reporting function for calls is slow, clunky, and hard to use
- Sometimes error messages can be unclear on calls, it may not be obvious to a rep why the number didn't work
November 17, 2021
ONE OF THE BEST TOOL IN THE MARKET, JUST AWESOME!!!
- Amazing voice clarity
- Easy to use
- Bold and simple UI
- Mute button does not work sometimes
- Call transfer option will be cherry on top
- Some US no.s go engage, an update should fix this
November 16, 2021
TalkDesk saves the day!
- Call clarity excellent
- Admin options plentiful
- calls archived
- Occasional dropped calls.
- Unstable during week internet connections
- more options needed to ID incoming calls
November 16, 2021
Talkdesk - Solution for all your Call Problems
- Smooth Connectivity
- Call recording to keep a track
- 24/7 Customer support
- Glitch less performance
- Easy to use
- If you can make adding conference call process easier
November 15, 2021
Talkdesk Review for Supervisors
- Call recording.
- Live call listening.
- Queue management.
- Inbound and outbound calls.
- Inbound chats.
- Inbound emails.
- Omnichannel can be better.
- Reporting can be made better and user friendly.
- API integration for different other tools.
- Scheduling and forecasting.
- Alerts and notifications.
- Widgets.
November 14, 2021
Amazing experience with TD!
- Give us accurate report
- Easy to access
- Less time consuming
- Needs to ensure to give restricted access as well to some users where needed by the company
- Needs to add features for generating reports in different formats
November 14, 2021
Talkdesk is very convenient to use!
- Communication platform
- Business analysis
- Customer's sentiments review
- Performance review
- Call/Chat/Email review from recordings
- Limitation on reports for Chat and Email
- Delays on incoming chats
- No filter option by date and time in chat
November 14, 2021
Talkdesk for a better customer experience
- Customization of customers welcome message
- Automatic dispatch to available agents
- Recording of conversations with customers
- Dashboard of activity
- Graphical design (Flow) of interaction with the customer
- Management of open/closed hours
- Possibility to backup and restore configuration
- Configuration of integration with Salesforce can be improved
- Callbar connection stabilization
November 12, 2021
Talkdesk CTI Solution
- Frist of Talkdesk call quality is lot better than our previous vendor.
- Talkdesk able to create case and activity in Salesforce automatically through it's integration process.
- Talkdesk provide customizable report and dashboards
- Salesforce Customer records easily accessible while in the call using Talkdesk Callbar App.
- I think the Salesforce connector could be improved. Several times, users were logged out from Salesforce and their call bar app get disconnected. They don't pay attention and their call activity wouldn't be created.
- An easier way to sync all Salesforce Contact and Lead data by region. We are a global company and we are only using Talkdesk in North America so no need to sync all our contacts and leads in Talkdesk. Some sort of data filter criteria would be helpful.
November 12, 2021
Good for what we need, could use analytics improvement
- Phone flow
- Phone reporting
- Manage users
- Reporting
- Live data
- Native integrations with other BI
- In-depth, although complicated, reporting.
- Call routing, (although this changes depending on what features you leverage)
- Small and simple local application
- Call quality (Calls bounce between multiple servers during calls)
- Voicemail management is lacking in functionality
- Consistency, every new update changes fundamentals of how the system works.
November 12, 2021
Communication and Documentation made easy
- provide accurate names and numbers
- allows for note taking
- documents missed calls, voicemails and outbound calls in one place
- can easily edit information
- it will automatically change your status from available to offline
November 12, 2021
easy to use call center software with strong reporting capabilities
- complex call flow (business hours, IVR)
- analytics on individual and team performance
- integration with other software such as Salesforce and Slack
- connectivity - users are often reporting they need to restart
- more options for customer satisfaction surveys
November 12, 2021
don't go, TalkDesk
- Export contact data
- User-friendly Settings
- Schedules monitoring
- Teams management
- Personalized Dashboard
- Secure communication
- Audio quality stability
- Other Apps synchronization
November 12, 2021
Talkdesk for call centers.
- Records all calls
- Reporting capabilities of calls and agent statuses
- Management of voicemail messages
- Current queue status
- Reporting options are limited
- Easier way to train associates, like monitoring calls.
- Dashboards and reports need better descriptions
November 12, 2021
Great call center phone platform but nothing more
- Call
- Transfer calls
- call recordings
- voicemail notifications
- Private lines so others cannot hear VM's
- Basic with not many features for a sales team, or analytics
- lacking support, takes forever to get any response for something fixed
November 12, 2021
Talkdesk Helps
- Allows easily managed calls
- Easy call back options
- Easy to do transfers of calls
- Quicker access to calls
- Would like if it had more instructions
- Adding more options
November 12, 2021
Honest but straight to the point
- Communication
- Assistance with team meetings
- Video chat and conference capabilities
- Tech difficulties
- Could be more user friendly
- Better tutorials
November 12, 2021
Money
- Make calls
- Receive calls
- Show every detail of the call
- I think it's perfect
November 12, 2021
TalkDesk From a TD Mega User
- Mangage agent status
- take a high volume of inbound calls
- call routing
- The software can be glitchy using the application vs the web browser.
- sometimes the software drops calls.
- the admin interface seems like the GUI could use an update.