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
(51-75 of 447)Companies can't remove reviews or game the system. Here's why
December 30, 2022
Talkdesk review
- Calls to our external customer.
- Conferance calls with customer & within the team.
- Transfer of calls from one adgent to another.
- Accepting incoming calls from customer & create a record in phonebook.
- Even if the headphone is connected to laptop, it should ring the external speaker of PC so that we know about the incoming call.
- Sometimes hang the software.
- If software is not getting opned then we need to delete Talkdesk folder from %appdata% to restore it back.
November 16, 2022
Best App Ever
- Clear
- Precise
- Accurate
- Reliable
- Can't think of any
November 16, 2022
Easily accessible
- Mobile app
- Easy to understand
- Support is quick
- Everything is good
October 26, 2022
Talkdesk change my life.
- Calls.
- Chats.
- Emails.
- Sometimes the application closes itself.
- Errors from creating emails.
- Call drops.
October 26, 2022
Please contact me so we can fix the problems.
- Not work.
- Create more work for me to fix other employees talk desk.
- Make my organization miss inbound calls because it’s not working correctly.
- The entire program.
- Answering inbound calls fails.
- System operating correctly and not freezing.
October 19, 2022
TalkDesk continue to deliver an exception product.
- Customer support.
- Improving technology.
- line of products to fit customers needs.
- Reduce price for larger customer service inquiries.
- Ability to test or pilot products before committing to purchasing.
October 17, 2022
Not sure you can trust Talkdesk
Score 6 out of 10
Vetted Review
Verified User
- Talkdesk stores information about interactions well so I can quickly locate and review calls
- Talkdesk allows all users to review calls relatively easily
- Talkdesk has a handy phone book option so I don't have to memorize phone numbers
- Talkdesk statuses are not always reliable. An agent might see Available on the widget but be in Away on the Dashboard
- Merging contact information should be a thing so we don't have numerous duplicate contacts listed
- Reports should also be visual. For example, if I could have a visual representation of an agent's status throughout their shift, that would be amazing
- Call Recording
- Phone Calls Data Export
- Agent Status Detail Export
- Filters when exporting data
- Dashboards seem to be useful but most people never really use them
- Support page is ok, but takes time to find out what TD can or can't do
October 12, 2022
Best in class product with a robust API.
- Expansive Feature Set.
- Strong Customer support.
- Intuitive UI.
- Getting all non-core products to best-in-class status, e.g. website chat.
- Better processes for escalating time-sensitive, high-urgency support tickets.
October 12, 2022
Talking Talkdesk
- Mobile app
- Desktop/laptop option
- Talktime monitoring tools
- Option for ring groups
- Option for text message
- Needs better call clarity from desktop as clarity is better through cell phone
October 07, 2022
Does what it needs to do!
- Connectivity.
- Integration.
- Ease of use.
- Slow at times.
- Too many pop-ups.
- Easier/clearer reporting.
- Data exporting.
- Ease of use.
- Country coverage.
- Report personalization.
- Calls drop frequently.
October 07, 2022
Flexible tool for great customer service
- Call routing by allowing to create the ring groups needed
- IVR flow design for its flexibility and allowing us to explore some self-service components
- salesforce integration
- reporting component. It's hard to quickly understand the reported design and also some metrics
- Biling support always takes too much time to reply
- whenever you identify a missign feature the only solution is to publish it on the Talkdesk community and hope it gets enough votes to be noticed
October 06, 2022
TalkDesk is all rounder for a calling solution for us
- Integration with tools
- Routing and workflows
- Call quality
- Admin panel functionality
- Workflows can be more simple
- Price point can be more affordable
October 03, 2022
No landline No problem! Talk from your desk!
- Metrics
- Call recordings
- Organizing types of calls
- Time keeping for logged in users
- Status keeping
- Recording locations
- How often there are outages for calls
- Desktop app having issues logging out at the end of day
- Mobile access for all tiers
October 03, 2022
Excellent Usability, Performance and Reporting
- Reporting
- User friendly
- Live monitoring
- Reliability - usually related to the live dashboard, but sometimes with calls dropping too
- More knowledge articles to allow managers to make changes and updates on their own
October 03, 2022
Talkdesk is very easy to use and helps me do my job better
- linking with the Salesforce account
- ease of use
- transferring calls
- Sometime the calls will go silent and now allow us to hang up
- Sometimes there is an echo
- a better sounding voicemail like we are not a robot.
October 03, 2022
Talkdesk helps with overall productivity and agent efficiency
- efficiency with dialing
- call logging
- data analytics of productivity metrics
- Connectivity issues
- Call drops
- lengthy down times
October 03, 2022
Excellent product for a remote workforce.
- Allows call agents to work from any location and be reached.
- Allows employees to talk immediately, leave a message, or request a call back.
- Provides up to date analytics
- Lately there are interruptions in service
- More instructions on available analytics would be good.
September 27, 2022
Talkdesk experience.
- Reports
- Live calls view.
- Live agents status.
- There is no way to see emails on queue.
- We are not able to reassign a chat or email if the agent is having system issues.
- Takes s lot of time to get a response when we submit a ticket.
September 24, 2022
TD Review.
- Tracks call details.
- Helps navigate all relevant call center data.
- Makes it easy to answer and make calls using stored contact data.
- Training materials are clunky and often hard to find.
- Platform is not super stable with issues 2-3 times per month.
- Widget is often glitchy and typically I will only use the web based option.
September 05, 2022
Talkdesk
- Good call quality
- Status message
- Connected to Salesforce
- Connection issues
- Correct faulty numbers automatically
July 30, 2022
A great product for sales teams
- Recording of calls
- Data analytics
- Syncs with other platforms
- Has occasional bugs that give errors when attempting to log calls.
- Sometimes has log in issues or doesn't sync properly.
July 18, 2022
You're looking for a high quality software to monitor team members' performance? Talkdesk it there for you.
- It shows excellent reports with detailed areas of opportunity to be addressed in a timely manner.
- It helps monitor team member's performance in a more effective way.
- It shows an excellent visibility of crucial key performance indicators
- When team members take calls, sometimes it gets frozen. It shows an error message with a sad face.
- It takes long to load the data of some specific reports like the pick-up rate reports.
- It doesn't show the breakdown of calls that are intentionally disconnected by team members.
July 17, 2022
The only tool that gathers all you need
- Full visibility of your team acivity
- Visual aids and customization of tools
- Its icons are very intuitive
- More colors, or high contrast/dark mode
- More languages
- More fonts