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
(76-100 of 447)Companies can't remove reviews or game the system. Here's why
July 08, 2022
Talkdesk Review
- Monitor Service Levels
- Report building
- Call flow design
- Skills grouping
- forecast accuracy
- Better coding options
- Handling Inbound calls
- Outbound calls
- Monitoring
- Very often there are problems with non-calls to certain numbers, and it is unclear for what reason. I think the company should think about the error message when dialing. Since at the moment, if we have a non-call, we can't even figure out if it's a technical error or if we just can't get through to the user because he doesn't answer.
- Very incomprehensible monitoring reports, the timezone is incomprehensible and difficult to track and make a report on agents on the line.
- Integration with CRM platforms does not work perfectly, sometimes integration is brake and it is not possible to attach calls to chats.
April 13, 2022
I can't imagine using anything else!
- Address internal issues quickly and solves any IT problems that arise in an efficient fashion
- Allows our large company to stay connected, and easily reach anyone in the company
- Allows our customers to have a quick and successful call experience by being routed to the correct agent
- There is still improvement to be done in the "pause recording" function so that guests' personal information is not recorded
- I wish another call could come in while I'm on the other line or show me when someone is calling while I'm on the other line. This would be helpful to see if I need to put someone on hold and transfer the other line.
April 08, 2022
The 5-star phone software solution.
- User friendly.
- Easy to manage.
- Loads of options to connect with other software.
- I would like a more colourful display admin center.
- Trainings that admins can provide.
April 04, 2022
Let's Talk About TalkDesk!
- Studio Academy - We / our team can self learn on how to address our own problems
- Studio Building - Very easy to draft up a phone tree and have it operational in hours!
- Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
- Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
- I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
- Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
March 31, 2022
Want to Scale? Buy Talkdesk.
- Analytics.
- IVR Development.
- Time Updates on Live.
- Understand how to create your own dashboards about stuff you care about.
March 31, 2022
Lets Talk about Talkdesk
- Reports.
- Daily Functionality.
- Stability.
- Optimization.
- Training.
March 31, 2022
Talkdesk as a VOIP
- As a System Admin, Talkdesk has many services that help in giving the best customer service.
- I am able to admin agents for my company in an efficient manner and customize permissions given to agents.
- There are integrations that are really worth having.
- Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.
March 30, 2022
The Best Phone System for Your Sales and Service Team
- Integration with Salesforce
- Call Reliability
- Quality Assurance
- Infrequent poor call quality
- Improved dashboards for management
- Ability to change ringtone
March 29, 2022
The perfect tool for call centers
- You can re-listen to calls.
- You can track the number of calls.
- I would like a mobile app.
- It would be nice if it could auto detect the country code.
March 29, 2022
Crisp, clear connections
Score 10 out of 10
Vetted Review
Verified User
- Quick to connect.
- Switch between numbers.
- Auto-dialer.
- Customers complain that we're cutting in and out.
- Call quality.
March 06, 2022
Reason to choose Talkdesk
- Record the conversation of the call for quality and training purpose.
- Easy to transfer the call to other departments.
- Easy to monitor the quality and service level.
- User friendly as it does not require much training to use talk desk.
- Uncomplicated to set call trees for team members by Administrator of talk desk.
- It could have add feature like message option.
March 04, 2022
Feel good monitoring!
- Monitoring
- Visibility
- Efficiency
- Easier to set up dashboards
- Automation is creating teams
- Automation in updated teams
March 04, 2022
Talkdesk Outshines the Competition
- Inbound IVR and call flows
- Ease of set up and configuration
- Live reporting and dashboards
- Automated reporting and email distribution
- Workforce management
- OmniChannel
- Client support
- Currently working on their FedStamp certification, which is a two year process and almost completed
February 27, 2022
Talkdesk review
- Channel guest inquiries.
- provides a smooth customer experience.
- Easy of use to the contact center agents.
- Internet connectivity dependent.
- Easy of changes to the system.
February 26, 2022
Simple but potent.
- User Experience.
- Historical reporting.
- Live dashboard configuration.
- Admin experience.
- Conversion of legacy features.
- Support knowledgebase.
- Parts of Omnichannel setup.
February 23, 2022
Great platform with a room to improve
- Practicality
- Searching calls
- Coaching during interaction with the customer
- Reporting
- Phone compatibility
- Chrome extension
- Routing issues
- Monitoring
- Service outages
February 22, 2022
Talkdesk IS the Solution!
- Studio call flow enables custom creation and manipulation of telephony operations.
- Reporting is simple and easy to use, freeing up time for other tasks.
- Live call monitoring is a snap. One-click and you're in. One more and I can join the call if necessary.
- Infusionsoft (CRM) integration creates a seamless connection.
- Latency in some VOIP calls.
- SIP integration could be improved.
- Independent operation from CallBar would be amazing.
- Mobile app could use some improvement.
January 19, 2022
Talkdesk - Fully Recommended to SME
Score 9 out of 10
Vetted Review
Verified User
- Customer service
- Studio creation
- Reporting
- Guidance on how to start a studio using the website
- Reporting explanation of the variables
- Reporting set up
January 04, 2022
Best Customer experience.
- easy to use on desktop very easy to download.
- calling our customer for assistance in USA AND CANADA majorly
- able to listen our recorded line after call for improvement.
- Help us monitor or performance
- maybe more speedy login process
December 25, 2021
TalkDesk review
- Provides a wide variety of reports
- Allows us to be aware of productivity
- Transfer calls
- Quicker in-real-time data
December 22, 2021
Talk Desk!
- Reporting
- Versatile
- Holding
- Connectivity
- Transferring
- Switching between modes
December 11, 2021
Talkdesk works well for Call Center Environments!
- Communicates well with Saleforce.
- Acts a telephone.
- Call Recording.
- Call Forwarding.
- Improved Communication with Salesforce to avoid disruptions.
- Improved communication when Talkdesk has tech issues.
- Improved ability to adjust size of Talkdesk widget.
December 06, 2021
Human Resources Dream
- Clear and Crisp Quality
- Easy usability and quick to learn
- Love the traditional phone dial set up.
- Improve on issues with call transfer issues
December 05, 2021
One of the best phone solutions!
Score 9 out of 10
Vetted Review
Verified User
- IVR flow
- Integration with our helpdesk system and other system
- Great reporting
- Stability
- Agent callbar functions
- Bulk import options