TalkDesk Reviews & Pricing

by TalkDesk | Founded 2011, San Francisco, CA

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What is TalkDesk?

Industry Specialties: Serves All Industries.

Talkdesk is an AI and cloud-based call center software that helps businesses build stronger customer relationships. Empower agents with a 360-degree customer view, more personalized conversations and improved conversion and first-contact resolution rates. Its capabilities include integration with over 20 business tools such as Zendesk, Salseforce, Desk.com, Slack and more. Other capabilities include automated workflows, skill-based routing and live reporting.

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User Sentiment

Based on 3750 reviews:

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Product Screenshots and Videos

TalkDesk Pricing

Based on our most recent analysis, TalkDesk pricing starts at $85 (Per User, Monthly).

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Starting From: $85
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

TalkDesk is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for TalkDesk:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Product Information and Resellers

Product Information

Reseller - Software Results

TalkDesk Benefits and Insights

Why use TalkDesk?

Key differentiators & advantages of TalkDesk

Efficiency: Optimize and automate critical support processes with capabilities such as customer self-service, mitigate fraud, empower agents and operationalize AI.
Maximize Revenue: Coach agents to become trusted advisers, driving customer acquisition, revenue growth and workers to better contribute to the bottom line.
Customer Loyalty: Connect with customers thoughtfully, predictively and proactively to improve relationship growth and customer lifetime value.
Fuel Innovation and Collaboration: Convert, mine and transform the company's data into critical and informed recommendations. Amplify customer voice to inspire compelling strategies, cross-functional alignment and enterprise collaboration.
Enhanced Net Promoter Score: Ensure employees represent the company, its values and policies consistently and appropriately so customers know what brand stands for. Promote brand enhancement and employee engagement and cut acquisition costs by winning customers' trust and converting them to the brand's best advocates.
Proactive Engagement: Turn the contact center into a profit center by anticipating customer needs and responding with personalized answers, offers and actions.
Allow Customers to Find Instant Solutions: Deliver fast, 24/7 support service with an automated and convenient self-service experience. Use AI-powered tools to allow clients to engage in a natural and two-way interaction using Virtual Agent. Provide answers to common questions via a fully customizable, AI-powered knowledge base using self-service portal. Transfer customers automatically to a live agent whenever virtual systems detect complex issues.
Empower Agents: Offer agents a personalized assistant that learns, listens and assists in every customer conversation. Deliver contextual recommendations, automated assistance and subsequent best actions during digital chats or live calls. Speed up resolution times, reduce pressure on managers and supervisors during live sessions and improve employee engagement.

Industry Expertise

Talkdesk contact center works for businesses of all sizes.

TalkDesk Reviews

Average customer reviews & user sentiment summary for TalkDesk:

3750 reviews

89%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of TalkDesk reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Integrations: Talkdesk integrates with popular CRMs and helpdesk platforms, which allows for a more streamlined workflow and improved agent productivity.
Customization: The platform is highly customizable, allowing businesses to tailor it to their specific needs. This includes the ability to create custom reports, dashboards, and workflows.
Scalability: Talkdesk is a cloud-based platform, which means it can easily scale to meet the needs of growing businesses. This is a major advantage over on-premises call center solutions, which can be difficult and expensive to scale.
Ease of Use: The platform is designed to be user-friendly, even for those with no prior experience with call center software. This makes it easy for businesses to get up and running quickly.
Reporting and Analytics: Talkdesk provides a wide range of reporting and analytics tools, which give businesses insights into their call center performance. This information can be used to improve agent productivity, customer satisfaction, and overall call center efficiency.

Cons

Reporting Issues: Some users have expressed frustration with Talkdesk's reporting capabilities, finding the platform's reports to be cumbersome and lacking in customization options. Generating specific reports or accessing granular data can be challenging, hindering effective performance analysis and decision-making.
Integrations: Integrating Talkdesk with other business tools and systems can be complex and require significant technical expertise. Users have reported difficulties with setting up and maintaining integrations, leading to inefficiencies and data silos.
User Interface: The user interface of Talkdesk has been described as clunky and outdated by some users. Navigating the platform and accessing features can be unintuitive, impacting agent productivity and overall user experience.
Customer Support: While Talkdesk offers customer support, some users have reported challenges in receiving timely and effective assistance. Long wait times and difficulties in reaching knowledgeable support representatives have been cited as concerns.

Researcher's Summary:

TalkDesk generally receives positive feedback, with many users highlighting its user-friendly interface and robust features as major strengths. The platform's ease of use makes it simple for agents to navigate and manage calls efficiently, while its extensive functionality caters to diverse business needs. TalkDesk's reporting and analytics capabilities are also highly praised, providing valuable insights into call center performance and customer interactions. However, some users mention occasional glitches and technical issues, emphasizing the importance of ongoing maintenance and support. Compared to competitors like Five9 and Genesys, TalkDesk stands out for its cloud-based nature, scalability, and competitive pricing, making it an attractive option for businesses of all sizes. Its flexibility allows for easy integration with other business tools, further enhancing its value proposition. TalkDesk is particularly well-suited for businesses seeking a reliable, feature-rich, and scalable call center solution that prioritizes user experience and data-driven insights. Its cloud-based architecture ensures accessibility and adaptability, while its comprehensive features empower businesses to optimize customer interactions and enhance overall efficiency.

Key Features

Talkdesk

CX Cloud And Enterprise Cloud:
- CX Strategy and Services: Build a business case for modernizing customer experience through implementation methodology and training, adoption and support services.
- Employee Engagement: Elevate workforce engagement strategy with an integrated user experience for managing, training, coaching and empowering agents.
- Employee Collaboration: Deliver a world-class customer service by integrating all communications solutions, orchestrating talents and expertise across the company.
- Customer Engagement: Provide a seamless experience across phone and digital channels, so customers don’t have to repeat information.
- Knowledge Management: Grow, format, refine and orchestrate information in tools such as agent assist and a self-service portal. Use cognitive search to enhance users’ search queries and dig relevant information from diverse and multiple data sets to help agents resolve issues faster.
- Workforce Management: Combine powerful automation and AI with an intuitive user experience to optimize scheduling and staffing decisions, deliver better agent experience and reduce administrative effort.
Workforce Engagement:
- Interaction Recording: Get a complete view of every customer touchpoint with synchronized screen and voice recording, time-stamped annotation and responsive waveform playback.
- Conversations Mobile App: Engage with customers anywhere, any time, and deliver excellent support on the go.
Omnichannel Engagement: Talk with prospects on any channel, personalize each interaction, carry conversations from one channel to another, keeping the context across every channel. Take advantage of capabilities including voice engagement, outbound engagement, digital engagement, orchestration & routing, agent workspaces and mobile apps, omnichannel feedback and agent assistance.
Work-From-Home Enabled: Take control of a hybrid and remote workforce and mitigate the risk of a distributed workforce, including negligence, insider threats and system performance issues with Guardian. Always have a birds-eye view of the quality of the agent's connection, who is logged in and an entire history of all communication activity.
Flexible Deployment Options: Offer flexible deployment options via microservices-based and cloud-native architecture. Store critical data anywhere, leverage private cloud storage and maximize telephony investments.
Customer Experience Analytics:
- Interaction Analytics and Sentiments: Empower teams to support customers better by surfacing key conversation moments, sentiment, topics and discerning customer intent.
- Real-Time Sensors and Automation: Proactively identify client’s issues anytime and address sensitive or negative situations before they escalate.
- Survey and Feedback Analytics: Go from real-time feedback to resolution quickly with fast and simple surveys.
- Data APIs: Improve customer satisfaction rates by integrating historical and real-time call center metrics into CRM, BI systems, case management and more.

Limitations

At the time of this review, these are the limitations according to user feedback:

Can’t hold and transfer calls. Agents muse mute and then transfer.
Disconnects calls or call availability.
Sometimes call dispositions fail or calls drop.
Audio works best when connected with ethernet cable.

Suite Support

Email: Not available.

Phone: Not available.

Training: Access free training courses to expand opportunities. Deepen knowledge and develop skills through prescriptive training, tips and techniques on the CX Cloud contact center platform.

Tickets: Submit a request to get a call or email from an agent regarding any issue.

Value-Added Benefits

How Software Results adds value to TalkDesk

Implementation Services: Conduct weekly calls with an implementation and support manager to review action items and project status. Set milestone dates and access individual and group training session recordings.
Dedicated Support: Contact the manager via phone and email before and after the Talkdesk go-live date. Directly communicate questions and concerns to a dedicated support executive, and use training services to access additional Talkdesk features.
Flexible Integrations: Establish connections between Talkdesk and third-party software such as Salesforce, Zendesk, Slack and Microsoft Teams. Test and add integrations, and develop custom integrations beyond what’s available in the Talkdesk AppConnect Marketplace.
Ongoing Consultations: Conduct monthly and quarterly calls to identify tasks suitable for automation within Talkdesk and explore other software tools that can help achieve key objectives. Offers custom web, software and mobile application development, including user interface designs tailored to your needs.

Industry Expertise

Software Results provides enterprise software services to clients in multiple industries, such as manufacturing, law, medicine and retail. It offers solutions for asset management, eCommerce, CRM, HR, Gmail help desk, manufacturing and inventory, and more.

Support and Services

Advice: Reach out to your assigned implementation and support manager with questions and concerns.

Consulting: Talk to certified consultants to gain domain and product knowledge at any stage of the implementation process.

Engineering: For more information on their services, you can call 913-210-0859 or email them at [email protected]. You can also fill out a contact form. Phone, email and chat support are available 24/7.

Implementation: Get licensing and management support, maintenance, integration and development services, and guidance on implementation and migration.

Training: Help your staff become familiar with the software through ongoing consultations, and team and individual training.