Talkdesk

Talkdesk

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.7 out of 100
Top Rated
Talkdesk

Overview

Recent Reviews

Talkdesk as a VOIP

8 out of 10
March 31, 2022
Talkdesk is used as the main telephony to support customers for the company. This addresses the communication and support to all our …
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Talkdesk

9 out of 10
March 31, 2022
I use Talkdesk on a daily basis to contact my clients and receive inbound calls. The only problem that occurs is that sometimes it cancels …
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Reason to choose Talkdesk

9 out of 10
March 06, 2022
We use a Talkdesk in our company mainly to communicate with our stakeholders such as couriers, restaurants, and customers. Also, we …
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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 (357)

9.4
94%

Warm transfer (345)

9.1
91%

Outbound response (337)

8.6
86%

Agent dashboard (365)

8.5
85%

Reviewer Pros & Cons

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Video Reviews (1)

Record

Pricing

View all pricing

Professional

$65

Cloud
per seat/per month

Professional +

Contact sales team

Cloud

Enterprise

Contact sales team

Cloud

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Contact Center Software

8.6
86%

Workforce Optimization (WFO)

8.8
88%

Product Details

What is Talkdesk?

Talkdesk® is a global customer experience provider for customer-obsessed companies. Their contact center solution provides a way for businesses and customers to engage with one another. 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 CX Cloud™ is an end-to-end customer experience solution that aims to combine enterprise scale with consumer simplicity. Talkdesk boasts 1,800 companies around the world, including IBM, Acxiom, Trivago, and Fujitsu as partners with Talkdesk who deliver a better way to great customer experience.

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 Video

Talkdesk provides a better way for organizations to unlock the promise and potential of great customer experience. Experience. A better way.

Talkdesk Integrations

Talkdesk Competitors

Talkdesk Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

View all alternatives

Frequently Asked Questions

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.

What is Talkdesk's best feature?

Reviewers rate Recording highest, with a score of 9.4.

Who uses Talkdesk?

The most common users of Talkdesk are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews

(1-25 of 118)
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Ken Cohen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
The support is tremendous. Between chat, email, knowledge base, my cusotmer success manager or the account executive, there has never been a time when I said that I needed or wanted more support AND I am a demanding client.
Score 1 out of 10
Vetted Review
Verified User
Review Source
There support is out of Portugal and [in my experience, is] slow at the best of times. [In my experience,] They often refer you to Knowledge base article vice just assisting you resolve the issue and which causes frustration , confusion and is a waste of time. [I feel that] Emailing back and forth is not productive.
Vítor Hugo Pacheco | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Although the support is fast and easy to reach, if you make the courses in academy and read carefully the support knowledge base you dont need to reach them very often.

In some scenarios we find hard to get a response that matches our requests, specially when it comes to very techincal issues, in my opinion there is a big distance between the eng team and the support.
May 25, 2021

Talkdesk legit?

Score 8 out of 10
Vetted Review
Verified User
Review Source
Pretty helpful but could do better especially when the issue was complex and that they should give constant updates and faster service level
Kelly Hogan | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
They are quick to respond and good at understanding the situation that you are describing. However, more often than not, there is no solution in place or anything they can really do to resolve issues. A lot of this is due to Talkdesk's lack of basic functionality. Many issues end up just becoming "feature requests," even though they have to do with basic functionality that most phone providers have.
Mark de Gruiter | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
October 06, 2020

Talkdesk - Remote Team

Jeffrey Adams | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Talkdesk needs a dedicated customer support manager for each client. I don't feel that Talkdesk truly understands its customers fully. They are quick to get back to you if you have an issue however, typically they are not able to identify issues but they seem to work out the kinks eventually.
Score 7 out of 10
Vetted Review
Verified User
Review Source
All in all it comes to good software and customer service to back it up should something go wrong or need explaining. We have been able to grow with Talkdesk and we appreciate being able to track our progress with its help! I would definitely recommend Talkdesk for other businesses!
Andrew Pindelski | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I do not have much input on the support from their team. I have never had to reach out to Talkdesk for support as I have not experienced any major issues with their system. I do get email updates and tips about their system that is helpful. They have been supportive without me every really needing their support.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Support is generally very responsive and proactive in resolving issues, as well as any communication. We did face certain issues in the timely resolving of call quality issues, but it was an intermittent issue and did not impact our operations.
Score 7 out of 10
Vetted Review
Verified User
Review Source
They are nice, but can be slow to respond (an hour or more when a phone-centric team is having issues is a lifetime). Could use a higher IQ'd support/training staff. Their GTM/Account teams seem oblivious to the needs of the customer and focused more on the products they want to sell.... that are "coming down the road" vs. helping to solve present issues/challenges in the moment.
September 24, 2020

Talkdesk review

Maddison Roberts | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Whenever issues have come up with Talkdesk, i.e it running slow, static feedback or things of that nature and we reach out to our IT department for resolution and they, in turn, reach out to Talkdesk, those issues are resolved fairly quickly in my opinion. Talkdesk has gone down for everyone one time so far in the last 6 months which I feel is not bad.