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
(26-50 of 447)Companies can't remove reviews or game the system. Here's why
July 21, 2023
Perfect Communication Tool
- 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.
- Able to customize the dispositions of calls for ease of tracking.
- 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.
- I have been experiencing dropped calls, that require I clear my cache.
July 21, 2023
Talkdesk made a big difference for our team!
- Granular, detailed IVR flows.
- Segment team into skill sets and route calls accordingly.
- Maintain and manage a requested call back queue when volume is beyond bandwidth.
- Native data reporting and filtering can be clunky for KPIs that don't align exactly with what Talkdesk has out of the box.
- Integration with Kustomer CRM had to be custom built.
- Cannot initiate agent-to-agent calls.
- Had to custom build a module for A/B testing
July 21, 2023
Talkdesk Talk Fest
Score 8 out of 10
Vetted Review
Verified User
- Integrates well with Salesforce.
- Allows one to toggle through many phone lines to call out from a specific line.
- Offers customer service and listens to suggestions about their product.
- There are occasional (very rare, but still present) downtimes.
- Sometimes calls come in and display a phone number that isn't the one the guest is calling from.
July 19, 2023
Talkdesk Review From User
- Simple to use and regular updates
- Quick resolutions if any issues raised
- No bugs found
- Works very well even if the internet speed is not that great
- Data validation for reporting agents
- Some issue faced sometimes for connecting 3 way or conference calls
- Need to have internal call transfer facility
- Dashboard should be a bit more user-friendly
- Call handling workflow management
- IVR
- Data analytics
- Integrated Voice over IP which would allow web-based chatbots.
- Voice to text speech recognition capability.
- SMS record of conversation sent to customer and ops teams.
July 19, 2023
Simple and Efficient
- It provides a detailed breakdown of the an agents' performance via the reports provided.
- If your agents work from home, you will find the agent report very helpful, as it provides the agents' pickup rate, which lets you know if agents are missing calls. This can be as a result of connection issues or them just not answering a call.
- It records each call received or made by agent, giving you the ability to listen and download that audio.
- You are able to do remote monitoring by listening in on a call if you think it is necessary without the agent knowing.
- I would love the ability to customize the customer survey. Currently, I have a word count limit.
- It would be nice if the reports came with a date stamp based on the range selected. If I pull multiple reports at the same time, it can be confusing, as it has no subject heading for date.
- It would also be nice if the duration field for some reports was in minutes instead of seconds.
July 19, 2023
Talkdesk is a perfect choice for customer service
- Login using Salesforce, and integration in Salesforce.
- Fast login, fast response.
- Fast technical support in resolving issues.
- There have been connection issues while talking.
- Too many updates.
July 19, 2023
Simple to use yet powerful solution
- Easy and simple to use.
- Easy to be managed and extracting useful reports.
- Implementation with other software products.
- More user friendly expansions to keep notes for the current customers with easy access and option of summarizing it.
July 19, 2023
Easily integrated into my work environment
- Offers a click to call option.
- Easy to integrate into salesforce.
- Easy to listen to calls for quality controls.
- History of calls per agent on the web version.
- Glitches, silences or rewinding of the conversation, all of which are not so common (mainly after a long pause in calling or after using other voice/video consuming platforms). These are fixed when re-launching.
July 18, 2023
TalkDesk has proven to be a great tool
- Ability to work remote.
- Ease of integration and training.
- Support during and after install.
- Ability to and flexibility with regard to customizing some attributes
- Caller ID.
- Transferring of calls and reporting.
July 18, 2023
Great experience!
- User friendly
- Great support
- Communication
- Voicemail management
- Agent status
- Call flow
- Frequent bugs
- Easier access to the 'recent activity' when on a call with a customer
- Be able to change your future status, while still on a call, like it was possible before
- Editable 'home' page
- Sending user to offline or another status randomly
- Less phone delay
July 18, 2023
Talkdesk Appreciation
- Importing contacts from CRM
- Call Recording
- Call Reports
- Network adaptability, call drops when network goes down.
- Less challenges after updates
- It should show the error when your time is incorrect and it wont log in.
July 18, 2023
Awesome tool for call centers!
- Assigning calls to the queue
- Transferring calls
- Dialing out calls
- Detecting and using audio hardware, like headphones or headsets
- QA evaluations
- Managing the whole team
- Good Dashboard for live reporting
- Live view of the queue
- Mobile app
- Call-bar positioning and customization
July 18, 2023
Easy to install and use immediately
- Answer calls
- Call out
- Track and record calls
- Voice drop
- I sometimes have calls disconnect
- It froze from time to time and I couldn't pick up an incoming call
July 18, 2023
Ease and effectiveness!
- Helps to improve customer satisfaction.
- Ensures that we aren't losing calls.
- Great at real time data.
- Ease and effectiveness of use.
- I found it really difficult at first to see real-time data re my live contacts.
- Do more webinars or email correspondence about Talkdesk.
- So far things are great.
July 18, 2023
Perfect solution for a customer-facing startup
- Customer support - Talkdesk has amazing customer support and always works with us thoroughly when we have an issue or question.
- Uptime - Talkdesk rarely goes down, and if it does, it's quickly working again.
- Customizable settings - Talkdesk is insanely customizable, and the Talkdesk team is always coming out with new features and betas.
- Ringtones and sounds - It would be nice if there were more options for users to change sounds like ringtones or dialing tones.
April 21, 2023
Talkdesk: Great product but room for improvement!
- Attendance Visualizer: Understand where your team is at and what they are working on.
- Custom Dashboards: Easy to manipulate for the information you want access to
- Easy to download Reports
- Technical / service Updates: Provide a more reliable user / client experience.
- Technical / service Updates: Poor ability to get assistance for issues. When attempting to flag product issues i've been told by support my request can only be escalated if i'm the account manager.
- Ability for integration for AI Services. Talkdesk could implement its own voice automation service within the product to allow.
January 25, 2023
Talkdesk from the Heart.
- List of recorded calls.
- Connect on the user within the organization.
- Great interface.
- Easy maneuvering.
- Different sound application.
- Different interface you change.
January 24, 2023
Talkdesk helps keep our SMB competitive
- Call queue
- Salesforce integration
- Certain team-level reporting metrics
- Better reporting of individual agents, especially via Dashboards
- Cleaner interface for Salesforce tracking (ability to search/reorder Automations)
- Ability to customer Callbar sound notifications (ringer, hold recording, etc.)
January 19, 2023
A must-have
- Log Disposition codes
- Amazing reports for data analytics
- AWT, ACD, missed and abandoned calls, etc
- IVRs
- guided tutorials to self design our own IVRs
- available chat, even with a bot, to ask for doubts, that could be triaged to a human
- better troubleshooting on bugs like not being able to log dispositions and wrap time up, without requiring CS staff from Talkdesk providing assistance via emails and scheduled calls
January 18, 2023
Talkdesk user review
- Making calls
- Keeping a log of calls made
- Handling voicemail
- Simple to use
- Better compatibility with headsets recognizing physical buttons and acting accordingly
- Personalization and the option to change cholor schemes
- The option to use it as an app.
January 18, 2023
Needs to update
- Cold Transfer calls
- Warm transfer calls
- Receive incoming calls
- staying logged into Talkdesk
- Black screen appearing at times when calls are coming through inbound
- more options when completing call
January 18, 2023
TalkDesk saved our customer service reviews!!
- Visually user friendly
- Wide range of reports
- Easy to install and use
- Good control of the users (live)
- Reports show info from all teams, related or not, sometimes hard to filter
- Users appear available to anyone using it, sometimes causing wrong transfers between agents (to a different department)
- Can't see a quick summary (live) of each agent times or status
January 18, 2023
Easy "Off The Shelf" Solution
- Reporting
- Incident Communication & Resolution (Outages)
- License Administration
- Creating Phone Calling Trees Within Talkdesk
- Legacy TD Packages Annual Increase %'s Are High (9%)
December 30, 2022
Talkdesk is making its way
- Reporting tracking agents metrics
- Creating Ring groups to better support each department we service
- Provides quick and fast support from the helpdesk
- Easy use
- Transferring of calls, we sometimes have to use interpreters and are not able to disconnect transfers without disconnecting the whole call, which agents have to sit and wait or do callbacks
- Updates to the systems should be sent out to Admins in a timely manner to prepare staff
- Better update for callbar to prevent freezing