Talkdesk

Talkdesk

Customer Verified
Top Rated
About TrustRadius ScoringScore 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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Verified User
Administrator

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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Verified User
Supervisor

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 and Ratings

 (497)

Ratings

Likelihood to Renew (15)

8.5
85%

Usability (204)

8.9
89%

Availability (2)

10.0
100%

Performance (2)

10.0
100%

Support Rating (187)

8.1
81%

In-Person Training (1)

10.0
100%

Online Training (1)

10.0
100%

Implementation Rating (168)

8.7
87%

Product Scalability (2)

10.0
100%

Reviews

(1-25 of 118)
Popular Filters
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March 04, 2022

Talkdesk Outshines the Competition

Ken Cohen | TrustRadius Reviewer
Ken Cohen
SVP, Business Development and Consumer Sales
JK Moving Services (Transportation/Trucking/Railroad, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
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.
November 03, 2021

Mediocre Experience, High-Priced Contact Center

Verified User
Manager in Information Technology
Mining & Metals Company, 501-1000 employees
Score 1 out of 10
Vetted Review
Verified User
Review Source

Support Rating

1
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.
June 25, 2021

Working with Talkdesk for a year and a half now...

Vítor Hugo Pacheco | TrustRadius Reviewer
Vítor Hugo Pacheco
Head of Telemarketing
Goldenergy (Utilities, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

7
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?

Verified User
Manager in Customer Service
Outsourcing/Offshoring Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

7
Pretty helpful but could do better especially when the issue was complex and that they should give constant updates and faster service level
October 10, 2020

Easy to use, missing functionality

Kelly Hogan | TrustRadius Reviewer
Kelly Hogan
Customer Service Manager
Neighborhoods.com (Real Estate, 51-200 employees)
Score 6 out of 10
Vetted Review
Verified User
Review Source

Support Rating

7
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.
October 09, 2020

Great product! Would recommend to any peer of mine looking to use call center software or simply handling their organization's phone calls.

Mark de Gruiter | TrustRadius Reviewer
Mark de Gruiter
Director of Client Success
GoDo - Your Company, Our Passion. (Leisure, Travel & Tourism, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

9
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
Jeffrey Adams
Business Development Manager
sMedia.ca (Marketing & Advertising, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Review Source

Support Rating

4
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.
October 04, 2020

Talkdesk has helped our customer service team thrive!

KK
Kerri Koczen
Customer Service Representative
Neighborhoods.com LLC (Real Estate, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Review Source

Support Rating

8
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!
September 30, 2020

Talkdesk is a useful tool that even our customers haven complimented!

Andrew Pindelski | TrustRadius Reviewer
Andrew Pindelski
Customer Service Agent
Sleep On Latex (Furniture, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
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.
September 29, 2020

Good to use, with a robust feature set

Verified User
Administrator in Information Technology
Computer & Network Security Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Review Source

Support Rating

8
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.
September 25, 2020

Talkdesk: Simple but effective

Verified User
Manager in Customer Service
Computer Software Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Review Source

Support Rating

6
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
Maddison Roberts
Sales Associate
Utility Concierge (Utilities, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Support Rating

10
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.