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Talkdesk

Talkdesk

Starting at $85 per month per user
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Overview

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.

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Recent Reviews

Review 09/20

8 out of 10
February 07, 2024
I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
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Talkdesk review

2 out of 10
December 15, 2023
Incentivized
We use TalkDesk for our call center agents to take calls from clients. Agents assist clients with payment plans & applications for Federal …
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Talkdesk Review

7 out of 10
December 12, 2023
Incentivized
We are a distributed team, and all need to be able to answer a single phone line from many different locations. Talkdesk works well for …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Recording (406)
    9.3
    93%
  • Warm transfer (392)
    8.9
    89%
  • Historical reporting (388)
    8.4
    84%
  • Agent dashboard (416)
    8.4
    84%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

Talkdesk Impresses with Stability and Functionality. One User's Story
02:37
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Pricing

View all 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
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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
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.4
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.7
Avg 8.3
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Product Details

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 Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple 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.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Talkdesk.

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).
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Comparisons

View all alternatives
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Reviews and Ratings

(604)

Attribute Ratings

Reviews

(176-200 of 448)
Companies can't remove reviews or game the system. Here's why
André Leitão | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Travis McCully | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Easy to implement.
  • Great data accessibility.
  • Easy administration.
  • Near 100% uptime.
  • Easy Call UI.
  • Support for admin/agent issues.
  • Billing estimates can be tricky at times through the provided reporting.
  • I always like access to more free features.
  • Contract renewal minimums require advanced planning.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • They are easy to set up and start right away.
  • Great customer service support.
  • Voicemail systems are a breeze.
  • The back end set up could be a little more user friendly.
  • You have to customize the settings after set up to get better call quality.
  • Pricing could be better explained.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Seamless user experience, fairly simple design.
  • Simplicity - there's not a lot of "bells & whistles" to try and figure out.
  • I like the different levels of permissions, the ability to obtain data as detailed as needed.
  • We had a bit of an issue figuring out how to get our VM recordings to work properly.
  • Have the ability to add more than 1 individual to a call.
  • Maybe easier to access tech support when needed for any level rep.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Very user friendly.
  • Can see the caller ID and can transfer the calls to other agents.
  • Can monitor live calls.
  • The layout is great and it is easy to navigate.
  • Need to reset or refresh the callbar multiple times.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • The Explore option gives you access to information at the moment by selecting which report that is needed.
  • The Live option gives you access to what calls are being made and how long they last.
  • You can make sure employees are doing what they are suppose to be doing.
  • Understanding how to create your dashboard is a little difficult and takes some practice.
August 16, 2021

User-Friendly Product!

Maria Lopez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Reliable to use.
  • Offers efficient use of pre-recording messages to be able to reach out to more prospects.
  • I'd like to record pre-recorded voicemails directly from Talkdesk instead of having to convert the file to an MP3.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Talkdesk has been making some great improvements to reporting metrics.
  • Talkdesk listens to their customers, making changes based on their suggestions.
  • We love the integration with our CRM.
  • We would like to see improvements with the UI. There are some small things that are hard to use, even after the improvements.
  • We need the ability to share reports with others. Currently, each person has to make their own reports, which can be time consuming for the inexperienced.
  • From an administrative perspective, we would like the ability to edit or remove things like call queues (ring groups) and the recordings we use to communicate info to the customer.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • You can download the recordings
  • you can see the past history of the calls made
  • You can easily change the call tree as per your business needs
  • We can maneuver around areas like Calls, Contacts, Voicemails, Reporting, Admin
  • We can easily change the status of our Talkdesk
  • Definitely the look should be improved
  • FAQ's or basic help option needs to be there containing answers in case you don't know what function does what
  • Also some color themes can be added to look attractive
July 29, 2021

Talkdesk Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Easy to access.
  • Easy to change status.
  • Easy to view.
  • It would be helpful if there was an option to have the system provide [users] a frequent [popup] advising [users] of what status they are currently in.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Customer service is easy to reach, very responsive and always helpful
  • Ease of use. It is a very intuitive system to implement and use.
  • They are constantly improving the system-even when we already think it's great.
  • We wish they did their own ticketing instead of needing to integrate with another system.
  • Some difficulty transferring calls, though we need it infrequently.
  • The recommended headphones sometimes still have issues.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Fast calling. Crisp and clear call quality.
  • While taking customer's personal information one can pause the call.
  • Sometimes it freezes after a call ends when a customer hangs up during a transfer.
  • Difficulty knowing which countries we are not allowed to dial out to. Perhaps a list or note when selecting a country that can't be called.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • The UI is easy on the eyes
  • The caliber is handy and doesn't depend on keeping a browser window open in order to get calls
  • The call flow is easy to configure and training is very straight forward
  • Reporting could be better, as its very basic
  • Setting up a weekend on-call system is quite a challenge with Talkdesk
  • We have issues sometimes where we receive voicemails for missed calls even though 3-4 people were available and no one's line rang
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Keeps dashboards and metrics in one place
  • Has an app in addition to a desktop version
  • Allows you to easily transfer calls between team members
  • Dashboard take a very long time to load
  • The new live dashboard setup does not allow me to see as much information at one time
  • Sometimes [TalkDesk] changes the availability status without any warning
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