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
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AI Workforce Management Demo | Talkdesk
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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
(151-175 of 447)Companies can't remove reviews or game the system. Here's why
November 12, 2021
My blind trust on Talk Desk
- Gives accurate Data
- Smooth functioning
- Easy access to the report
- N/A
November 11, 2021
Salesforce Administrator reviews Talkdesk
- The ability to listen live to calls being made by users
- Dashboards for call analytics
- Availability of setup support and troubleshooting
- Ease of use
- During the setup phase, sometimes it seems easier to have a support person in office with us as opposed to setting things up via remote zoom calls. This is especially important when we are in office because users are not apt to want to learn new things under their own motivation.
- During negotiating with Sales, they assured us all functionality was available with the SIP devices. After implementing for testing we found out that Agent to Agent transfers are not available while using the SIP device.
November 11, 2021
Review For Talkdesk
- Call recordings and Monitoring on an organization stand points
- Its integration with ticketing tools/ CRM such as zendesk and Sales force
- Decision Making for Sales teams based on trends
- Easy to use by installing app on phone or through laptop using the callbar.
- NA
November 11, 2021
Talkdesk review
- Easy to connect with the customers
- Voice quality is very good on call
- Help to recod the calls
- Sometimes it make the computer slow
- It should have different call log for incoming and outgoing calls
- Their should be a re-dail option available
November 11, 2021
Talkdesk not only talks the talk, but walks the walk.
- Very user friendly interface
- Reports that can be utilized in many different ways
- Allows for department heads to look at call volume
- Allows for department heads to track their subordinates talk time
- The reports interface is not very user friendly
- It makes it easy for reservists to cheat the system by hitting redial
- Losing microphone access regularly
November 11, 2021
Great communication solution!
- User friendly
- Simple
- Great design
- Solves problems
- Sync with other programs or features to automatically set when a user is busy
November 10, 2021
Talkdesk is the bridge, where the gap is nowhere to be found!
- Call monitoring.
- Payment process.
- Que managing.
- Skill set manager.
- Email service.
- Chat service.
- Auto dialer.
- Auto-populate when receiving a call - customer's account will automatically open in the system.
- Call monitoring - Call recording was being cut off when the agent tried to call other department.
November 10, 2021
Talkdesk is at its best
- Queue monitoring.
- Skill setting.
- Productivity reports.
- Data analysis.
- Handle time per interaction.
- Detailed report on volume.
- Dependability due to downtimes.
November 09, 2021
Talkdesk is all you need!
- Real-time view of stats.
- Customizable view on the reporting page.
- Productivity reports.
- Data analysis.
- 1 view for voice, chats, email.
- Can't measure AHT for each interaction, not per day.
November 09, 2021
Talkdesk is the best!
- Record calls.
- Generate reports.
- Make outbound calls.
- Receive inbound calls real time.
- Save voicemails.
- Can't see the hold time in current call.
- Issues with Talkdesk Chat.
- Incomplete data report.
- No filter option in Talkdesk Email.
- Call recordings being cut off when the call is put on hold.
November 09, 2021
Talkdesk is a customer service super tool!
- Call playback.
- Voicemail.
- Search capabilities.
- Tracking performance.
- Reports are difficult to create.
November 08, 2021
Talkdesk is incredibly user friendly and great for productivity tracking and metrics!
- Intuitive design.
- Ease of use.
- Salesforce integration.
- User friendly.
- Widget minimization gets in the way.
- Connectivity is sometimes iffy.
November 08, 2021
Can't talk me out of using Talkdesk
- Ease of access in data for reporting outside of their own reporting tools, as this data export allows for easy data processing and reporting updates.
- User setup and management is a breeze, takes minutes to get a new employee up an running.
- Quick installation of the Talkdesk call bar is a gift, not having to run through a long installation process saves time when having to set up multiple new users.
- Modernize the Talkdesk desktop call bar to a more 2021 look.
- Allow for SQL database connection for automatic data fetching. This would allow our internal reports to update automatically without having to manually pull this data every time reporting needs an update.
- Customize call ringing sound on the desktop call bar.
November 03, 2021
User friendly
- Easy to manage others.
- Allows easy supervision.
- Organization.
- Talkdesk does crash sometimes which can greatly affect business.
- Would like a feature that easily shows what was said on calls.
- Do not like the blind transfer option.
November 03, 2021
Talkdesk - your one-stop app!
- Real-time stats.
- Customizable view.
- Data always available for review when you need it.
- User-friendly.
- 1 view for voice, chats, email.
- Can measure AHT for each interaction, not per day.
November 03, 2021
Mediocre Experience, High-Priced Contact Center
- Call routing.
- Automation.
- Call queuing.
- Technical support.
- Purchase numbers.
- Putting in a support request.
- Pricing.
November 03, 2021
Talkdesk Full Review
- Simple and beautiful UI.
- Default dashboards.
- Self-service configuration.
- Overall quality dependency.
- Responsiveness from CSM's + Support.
- Reporting clarity (reports sometimes seem disparate and hard to read or interpret).
November 03, 2021
We accomplished so much with Talkdesk
- Call routing.
- Call recording.
- Transferring.
- Connectivity issues on occasion.
- Tracking transfers in call metrics.
November 03, 2021
If you must call your customers, this is a no-brainer choice
- Awesome call quality.
- Clean interface.
- Competitive prices.
- Option to use dark theme.
September 14, 2021
Overall - a Great Product that Delivers Solid ROI for our Organization.
- Good user experience making outbound and receiving inbound calls.
- Great customer support.
- Allowed our organization to transition to a fully remote workforce seamlessly.
- Have had several issues with logging in, forgot/reset password functionality doesn't always work.
September 04, 2021
Must-have tool in tech support
- Call quality is good.
- App is lightweight.
- Friendly UX.
- There's a short delay while on a call that'd be great to get rid of.
September 03, 2021
Talkdesk Review
- Easy to use desktop app.
- Good customer support.
- Easy to use mobile app.
- High call queues usually ends in upset staff members. A better queue system would be helpful.
- Less downtime, or App restarting required. Likely due to our higher than normal call volumes.
- Personalized "Favorite" lists in each users account.
- Text options instead of only calling.
September 03, 2021
Cloud-based telephony at its best!
- I appreciate Talkdesk's cloud-based solution that makes adding numbers, new routes and IVR flows easier than ever.
- It's also affordable while still delivering a pleasant interface, and all of the services I would expect from a more expensive brand.
- The partnership with Talkdesk is just that, you genuinely feel the team has your goals in mind, and their technical team is quick and competent. I've never seen such a focus on client success.
- The only slight drawback of Talkdesk, that they are working to address, is the detail available from their analytics. Some more in-depth call data isn't available in the reports but has to be requested. This is minor though compared to the benefits offered by Talkdesk, and of course, they continue to improve the dashboard and reporting so I am confident this concern will continue to diminish.
September 03, 2021
Talkdesk is fab!
- Simple UI.
- Ease of use.
- Reliability.
- Merging contacts.
August 31, 2021
Talkdesk currently best in class!!
- Shared goal and objectives to the customers, owning the customer shirt and always willing to help each customer to develop their solution.
- Transparency, fast and caring support.
- High quality of service.
- Premium features and product developments.
- Faster roadmap to discontinue legacy parts of the product.
- Stronger calls on stopping beta features that lead to low adoption that create entropy in the platform.