Let's Talk about Talkdesk
I am the Software Infrastructure Engineer for my company and we utilize this tools for Outbound and Inbound Calls - Sales/Customer …
Starting at $85 per month per user
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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
How Talkdesk Differs From Its Competitors
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Popular Features
- Recording (407)9.393%
- Warm transfer (393)8.989%
- Historical reporting (389)8.585%
- Agent dashboard (417)8.484%
Reviewer Pros & Cons
Video Reviews
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Talkdesk Impresses with Stability and Functionality. One User's Story
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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).
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Reviews and Ratings
(611)Attribute Ratings
Reviews
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May 31, 2024
Let's Talk about Talkdesk
Score 8 out of 10
Vetted Review
Verified User
I am the Software Infrastructure Engineer for my company and we utilize this tools for Outbound and Inbound Calls - Sales/Customer Success/Marketing/Support It is an international solution for a regionally diverse company with a hybrid work environment of brick-and-mortar and remote users
- Service Up-Time and limited outages and service interruptions
- Swift resolution of large scale issues
- Communication of Upgrades and Updates
- Reporting Latency
- Support for issues resulting with integration with other tools and services
May 30, 2024
The Right Choice- Hands down!
Score 10 out of 10
Vetted Review
Verified User
The Talkdesk implementation project was based around the following business goals and Critical to Quality (CTQs) objectives: [...]'s main focus is on detailed reporting and also providing a good customer experience. We are expecting a reliable service from Talkdesk along with good voice quality leading to improved customer satisfaction.
- Reporting platform
- Call Quality
- Call recording
- customer care
- implementation assistance
- call flow design assistance
- ability for voice mails to be received in agents email box
May 05, 2024
Experienced TD User.
Talkdesk provides solutions for both in-house support desk teams and external customer service centers for calls, emails, texts, voicemails, and live chat. The tool allowed us to use skills-based routing for betting training and onboarding of new agents and provided a solution for an automated telephone banking system.
- collaboration
- support
- training
- reporting
- filters
- Work for management.
February 13, 2024
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.
- Routes Calls
- Adding Ring Groups
- Knowledgebase
- Reports
- LIve Stats
February 07, 2024
Review 09/20
Score 8 out of 10
Vetted Review
Verified User
I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
- Reports
- Live view
- Call monitoring.
- Have different options for offline.
- Last week, we had lots of downtime.
January 02, 2024
Great solution for a cloud call center of any size
Talkdesk is used for multiple customer support teams to provide inbound and outbound calls from customers, automated calls assignment, IVRs, etc.
- Call flow builder
- Reporting and analysis for calls
- Phone numbers purchase and porting worldwide
- Feature development
- Call recording management
January 02, 2024
Doesn't really fit all environments
Its used for calls, chats, whattsapps and emails. There is also a quality management and workforce tool but we found that the process was not user-friendly and as such use different systems for this. Our customer and internal comms take place on this platform and we are aware that there are other functionalities to it but are reluctant to venture into them due to the difficulty in navigation.
- Populate graphs in reports
- Allows a whisper function during agent calls
- Has a knowledge base for reference
- Has videos to assist with customer troubleshooting
- Great responses on after sales service
- Great sales team
- Reporting is not easy to manipulate
- Workforce management is not available in a simplified view
- Creation of the Quality management process is not easy
- Call quality is not great in Africa
- Some features do not yet come with a full list of reporting capabilities
- Connectivity causes delays in responses in all communication as they have no tower in Africa
- It is significantly more expensive than local providers
- Lack of integration to in-house systems caused a barrier
January 02, 2024
An easy to use, efficient software
Talkdesk helps to support the customer service function of our SaaS Platform and allows us to resolve disputes in a timely and efficient manner while also enabling us to track disputes regarding returns and refunds, as well as, feedback. It has proven very useful and scalable as we continue to grow our business
- Customer to Customer Service Communication
- Tracking open tickets
- Providing a quick glimpse at outstanding items still to be addressed
- The reporting, I would like to be able to better filter open tickets by topic/subject, etc
- Improved monitoring and tracking of KPIs (days to resolve, number of escalations, number of tickets by category and seriousness)
December 28, 2023
Scalable solution for Salesforce integration
Owl Labs is currently using Talkdesk for our Sales and CX teams. We wanted a customer facing phone system that would allow us to customize our IVR, be able to transfer calls to live agents, voicemails, and external phone numbers as well. With our previous system, we had a lot of smaller limitations that were adding up and causing it to be difficult to scale. With Talkdesk, we have many ways to scale our system with simple fixes like pre-setting our holiday messaging and hours months in advance.
- Customization of IVR.
- Great onboarding support.
- Integration with Salesforce.
- Lacking continued success manager support. After onboarding, you are transferred to general support. Sometimes, we need help with more strategic & bigger picture decisions post launch that would be great to talk through with a CSM.
- I wish the features available in the web app were available in the call bar app. It would make it a bit easier for our reps to have one less place to look to manage voicemails.
December 20, 2023
Awesome product! easy and powerful
We use talkdesk not only for calls but also the chat app so that we can have all contact of each customer under the same system. That heps a lot to our contact center to recap information and training. Also we can monitorize and make statistics of inbound/outbound calls, chats, etc
- voice quality
- ease of use
- flow
December 15, 2023
Talkdesk : optimized call center (30 agents)
We have a team of Customer Service of about 30 agents accross 3 countries (Canada, USA, Colombia). Our agents support our customers through order-taking and other inquiries such as billing. They use Talkdesk for inbound, outbound calls and emails. The call flow is able to identify callers per region to accomodate the language of the caller. We also use Talkdesk to report on performance indicators.
- Call routing
- User friendly user interface
- Many communication channels to choose from
- No third party services
- Product support
- Product availability
- Reports - not as user friendly, the data quality is not great
- Billing - the bill should have more details about usage
December 15, 2023
Product is great, but Customer Service is horrible.
- Case routing
- phone ques
- integrating with Service Cloud
- Customer Service
- AI
- Customer SERVICE
December 15, 2023
Promising service provider
Using it for our external customer hosting services needs along with some internal services that we keep in house. Standalone invoices are hard to review with month-over-month changes from finance perspective.
- Talkdesk CX Cloud Elevate Licenses
- Custom Reporting with Live & Explore
- Quality Management Assis
- provide details with user info for billing purposes
- ability to sign term contract with discounts.
December 15, 2023
Talkdesk review
We use TalkDesk for our call center agents to take calls from clients. Agents assist clients with payment plans & applications for Federal aid.
- They send unsolicited marketing emails with unparalleled regularity.
- From experience, we've not been able to update billing information through their website for months, despite pointing this out to multiple people. This leads to us getting past due notices without ever having received invoices. Pretty annoying!
- Their only option for taking credit card payments in a PCI Council compliant manner is a 3rd party whose technology seems to falter every time it rains leading to our phones being unable to accept any inbound phone calls.
- From experience, We've been repeatedly promised improvements in this area that never seem to come. Some would call that being lied to, but I'm feeling generous so I won't go that far.
- I think their support response times bear some room for improvement. We notice this more than we do with other vendors because we experience outages at TalkDesk more than we do with other vendors & are frequently trying to determine why our phones aren't working.
December 14, 2023
Long lasting relationship, with customized solutions
We use Talkdesk to interact with customers across our customer journey. Not only inbound but outbound as well. We are already using in different departments, such as: sales, marketing, finance, talent acquisition, marketplace. We will have more teams using Talkdesk in the next years, as it will use the capabilities to ensure we are meeting targets across the different teams.
- Live Dashboards
- Real time support
- Account manager
- default reporting
- APIs
- Studio Flow
December 13, 2023
Recommend with a few reservations
We use Talkdesk as the contact center platform for our IT Service Desk, which provides service to both internal PSCU staff and external customers at financial institutions. We are a distributed workforce, with all of our team working remotely across many different places in the USA. We currently use the voice and chat channel, workforce management, and are heavy users of reporting. We moved to Talkdesk from an on-premises call management system, and is our first foray into CCaaS within the company. We currently handle around 7000 customer contacts per month, routed to both general-purpose ring groups and specialized groups that accommodate callers with special requirements.
- Real-time dashboards that can be customized for agents and management.
- Visual IVR creation and management
- Call management and routing
- From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
- Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
- We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
- Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
- Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
December 13, 2023
Talkdesk is a really strong service with some issues to resolve
Our Company has a large outbound sales operations and Talkdesk is used as our dialer setup to support this operation. Our Company also has an inbound line and required a service that could support both types of calls. Also, the reports and integration with our CRM were two of the essential functionalities our Company requires in a dialer and Talkdesk is able to accomplish both.
- Report setup
- Integration with Bigquery and CRM
- Inbound sales
- Outbound sales - they are improving on this
- Integration with multiple accounts of the same CRM
December 12, 2023
Talkdesk Review
We are a distributed team, and all need to be able to answer a single phone line from many different locations. Talkdesk works well for remote use, and allows a phone tree to filter customers to the best agent. Voicemails and calls can be transcribed, and there is decent reporting for performance.
- Easy to use
- Works well for distributed teams
- seamlessly handles multiple phone numbers
- Caller ID function doesn't work well in my experience
- Customer support is not great in my opinion
- I believe product seems focused on very large teams at the expense of smaller operations
December 04, 2023
Talkdesk Call Center
We are currently using Talkdesk throughout our US/Mexico and Europe Call Centers, for a variety of our departments. We are able to implement it with Salesforce and relate to the cases, so it makes it easier to follow the call throughout the process as well as evaluate agents with Call recording and screen capture.
- The Live dashboards really help to know what agents are doing as well as see what calls are in the queue and the timing
- They have a variety of reports and dashboards with the ability to create your own if needed.
- The ease of administering the system is great and being able to do it from anywhere (via phone, iPad, etc.).
- Default reports provide most of everything you need without having to create on from scratch
- We would like the agents to be able to see their progress daily on the tool without seeing other agents (this is currently scheduled I think for Q4)
- To be able to transfer calls to the top of a call flow, instead of transferring them out of the system and back in, so they can choose the correct option if the Ring group is not known.
- For the Callback option, transferring the call outside the system and back in, the system retains the outbound caller id, not the customer's original one, so the callback will fail.
- The ability to see real login/logout reports
November 15, 2023
Everyday use
Score 9 out of 10
Vetted Review
Verified User
We support our client's 24x7 with critical customer support and business needs. Talkdesk is critical for us to have the interface up and running. From installing Talkdesk to its everyday use, it has been incredibly smooth and easy to use. With this pandemic happening, we have seen an increase in volumes with our clients and the need to be remote and active on the phones for support. Talkdesk has been great in achieving our needs to help assist our everyday clients.
- Integrate with Salesforce
- Clear communication
- Easy to install
- Report friendly
- Stability in SF
- Call quality/connectivity
We are in the 24x7 customer support business and it's critical for us to have the interface up and running. Talkdesk does the job for us as expected. We have been using it for the last 2 years, and so far, the overall experience is great. The interface is smooth and easily integrated with Chrome, which we widely use in our company. We needed a phone system that allowed a distributed team in our org to take customer calls on mobile numbers and not expose their personal phones. Talkdesk helped us in this scenario and it's really useful in this Covid time as well. post the covid we have been using TalkDesk with no issues and all seems to be working great.
- The best features are the ones that our Customer Service and Sales team use. The teams have to do calls on a daily basis and our customers are all over the USA. The ease of use and the app is the best.
- Simple migration from existing apps.
- Quick integration and easy to use.
- Easy to install and setup.
- Dependable
- Easy Reporting
- Sometime we faced issues related to caches. Not sure how that can be improved.
- The thing I like least about Talkdesk is the reporting section. We need many customized reports, and for some reason, we haven't really explored this section. We wish it could be simple to use like an API call.
My team has to contact our customers and partners with Talkdesk, so it makes the communication between us (platform) and both parties possible. Without it, the communication would be much slower per email. We also have a chat function, but in some cases, a call solves the issue more effectively than an email or chat.
- Allows customers and partners to contact us with their issues
- Allows us to contact customers and partners to solve their issues with one another
- Allows issues to be solved more efficiently and faster
- sometimes people cannot hear/be heard
- It would be great to have more detailed info (with graphics) about the team and individual performance
- team performance reports daily/weekly/monthly mail functions would be great
August 04, 2023
Talkdesk review
We use Talkdesk for multiple departments here at Foundations Recovery Network. Our teams consist of Admissions Coordinators, Customer Service Specialist, Care Coordinators Clinicians, Operations, Benefits Analyst, Intake, and Adolescent Admissions Teams. We manage all of our inbound and outbound call volume through Talkdesk. Talkdesk software customizations ease the issues with call routing through out our company.
- Customer Support
- Communication on updates
- Feedback
- Streamlining the set up process
- None
July 31, 2023
Talkdesk - Helpdesk management of the future
Used as a softphone and by our merchant care/support teams for supporting our product
- UI is great
- Support, also great
- Users love it; easy to use; simple
- I think documentation could be better, pointing towards using the desktop app
July 27, 2023
Talkdesk gets the job done!
We have used Talkdesk for both incoming and outgoing calls across the company particularly in the sale department. For customer outreach, quality assurance is important and call quality is excellent.TD is easily integrated with Salesforce and facilitates our ability to interface with customers to drives sales and enhance revenues.
- Call quality
- Easy integration with Salesforce
- Adaptability to operational changes
- Click to call is highly efficient
- Call quality is sometimes not up to par but customer service is responsive