Talkdesk Pricing, Features, Reviews & Comparison of Alternatives

Talkdesk

The world's leading cloud-based contact center software.

4.55/5 (659 reviews)

Talkdesk overview

What is Talkdesk?

Talkdesk is the world's leading browser-based contact center solution that helps businesses around the world build stronger customer relationships. Trusted by Box, Shopify and thousands of other leading customer-centric companies, Talkdesk empowers agents with a 360-degree view of a customer.

The Talkdesk solution allow companies to:
- Have more personalized conversations with customers and prospects
- Improve team productivity and efficiency
- Make data-driven decisions to improve business KPIs

Talkdesk offers seamless integrations with business tools such as Salesforce, Zendesk, Slack, Desk.com and 20+ other leading applications. With hundreds of customizable features including automated workflows, live reporting and skills-based routing, Talkdesk is the ideal contact center solution for businesses of all sizes.
www.talkdesk.com

Pricing

Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, India and 3 other markets, Germany, Brazil, Mexico

Supported languages

English, French, German, Italian, Portuguese, Russian, Spanish
Talkdesk screenshot: Talkdesk Customer Activity FeedTalkdesk LiveTalkdesk screenshot: Talkdesk Historical Reporting DashboardTalkdesk screenshot: Talkdesk Live Reporting DashboardTalkdesk screenshot: Talkdesk for Salesforce Talkdesk screenshot: Talkdesk for ZendeskTalkdesk screenshot: Talkdesk CallbarTalkdesk Product VideoTalkdesk for Salesforce Service CloudTalkdesk For Zendesk

Talkdesk user reviews

Value for money
Features
Ease of use
Customer support
  4.5
  4.4
  4.7
  4.6
Cortney Kelman

TalkDesk is above the rest! - Cortney K

Used daily for 1-2 years
Reviewed 2019-11-18
Review Source: Capterra

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Pros
The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Cons
Sometimes the audio is best when connected via ethernet cable.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Maria Mendoza

Talkdesk app for Salesforce

Used daily for 2+ years
Reviewed 2020-08-18
Review Source: Capterra

Pros
it was easy to implement and customize with the product

Cons
The way it interprets data. You really have to dig and email the representative to get some of the metrics needed or interpret some. It shouldn't be that hard to get some metrics pulled up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Veselina Bodurova

Talkdesk - the better option for your business

Used daily for 2+ years
Reviewed 2020-10-06
Review Source: Capterra

I use the software daily and have no issues what so ever.

Pros
The ease of use is great - there is no time needed to train new staff, you can log in and start working/calling straight away. The integration with CMR was easy too. You see all the information needed on the screen. The reporting is great and helps with assessing the staff performance. Transferring calls to other agents or external numbers is a child's play.

Cons
Depending on the internet connection the quality of the calls is net perfect sometimes but I guess the internet provide is to blame.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

Worst experience we had

Reviewed 2015-11-06
Review Source: GetApp

I was really happy that i found a cloud sollution for our company with lots of integrations. The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great. Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number. After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money. This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem. Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Pros
Nice app, nice design, easy to use, good quality of sound.

Cons
Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Response from Talkdesk


We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.

Rating breakdown

Value for money
Ease of use
Customer support

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Anthony Gonzalez

My Talkdesk experience

Used daily for 6-12 months
Reviewed 2020-08-17
Review Source: Capterra

All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.

Pros
The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Cons
I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Talkdesk pricing

Pricing options
Subscription
Free trial
View Pricing Plans

More information on pricing tiers can found at www.talkdesk.com/pricing

Talkdesk features

API
Activity Dashboard
Automatic Notifications
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Real Time Reporting
Reporting & Statistics
Voice Mail

Chat (140 other apps)
Collaboration Tools (87 other apps)
Communication Management (115 other apps)
Conferencing (109 other apps)
Contact Management (99 other apps)
Customizable Branding (89 other apps)
Instant Messaging (118 other apps)
Third Party Integration (182 other apps)
Video Conferencing (108 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

GetApp Analysis

Talkdesk is a browser-based call center software with out-of-the box functionality that helps businesses improve their customers’ experiences while reducing operational costs. Talkdesk readily integrates with third-party business tools like Salesforce, Zendesk, Shopify, Magento, and Bigcommerce for a more seamless information flow between applications and can be set up for use in as little as five minutes.

Unlike traditional call centers requiring costly upfront investments and long setup times, with Talkdesk, all that’s needed is a computer and a working Internet connection – no phones, hardware, coding, downloads, or long-term contracts to fret about. Some of the app’s core features include enhanced caller ID, built-in integration with commonly-used business tools, call monitoring, real-time and historical reporting, and automated tasks.


What is Talkdesk?

Talkdesk is an enterprise-grade call center software that carries all the necessary tools to integrate an entire call center operation in a single system: Interactive Voice Response (IVR), Automatic Call Distributor (ACD), call recording, voicemail, call queues, international numbers, advanced routing, call monitoring, comprehensive reporting, personalized messages, and so on.

With just one click, Talkdesk integrates with business tools such as Zendesk, Salesforce, Desk.com, and Olark to show comprehensive information about the caller as the phone rings, ensuring all customer interactions are personalized. In lieu of a mobile app, inbound calls can be forwarded to a mobile phone using their forward-to-phone feature. Additionally, when requested, Talkdesk can activate Session Initiation Protocol (SIP) for your account and generates the necessary agent credentials so phone calls can be made and received via mobile.


Who is Talkdesk For?

  • Experience level: Beginner to advanced
  • Industry: Any industry where companies strive to deliver the best possible customer service to their clients
  • Business size: Midsize businesses to large enterprises
  • Departments/roles: Call center managers and decision-makers (VP of Customer Support, VP of Customer Success, VP of Sales, CIO, IT team, and CTO) and customer service representatives
  • Budget/point: Starts at $29 per agent per month, if billed annually
  • Example customers: Dropbox, Thumbtack, Handy, Caviar, and FiveStars

Main Features

Intelligent Routing and Enhanced Caller ID

With traditional call centers, when callers call customer service, they sometimes have to state their name, phone number, street address, and other personal information multiple times before they can start thoroughly explaining their concern (e.g. first to the IVR, then an agent, and then another agent if they were not routed properly). As you can imagine, this potentially exacerbates whatever frustration the customer already has.

With Talkdesk, through tools like ACD, IVR, and skills-based routing, callers are automatically forwarded to the agent best qualified to address their needs. Talkdesk’s enhanced caller ID feature then shows the caller’s image, name, contact information, contact history, and purchase history in the agent’s browser as they are routed the call. This significantly reduces the caller’s waiting time and ensures they’re afforded the personalized customer experience they expect and deserve.

Business Tools Integration

The modern business utilizes various software tools to power their day-to-day business operations, tools ranging from CRM software, financial solutions, HR and applicant tracking tools, systems for time tracking, marketing automation, and so on. APIs and app integration tie all these systems together, so the flow of information is smooth and harmonious, and users need not switch from one application to another to get things done.

Talkdesk recognizes this growing business need and is equipped with an API to facilitate data sending from and to third-party applications. Aside from that, Talkdesk has built-in integrations with commonly used business apps like Zendesk, Salesforce, Desk.com, Freshdesk, Bigcommerce, Contactually, Google Contacts, Help Scout, Highrise CRM, Infusionsoft, LiveChat, Magento, Nimble, Olark, OnePageCRM, Pipedrive, RelateIQ, and more.

Call Monitoring

When monitoring calls, you don’t just aim to detect problems but to identify and recognize the positive messages as well. With Talkdesk, managers can listen to live, ongoing calls straight from their browsers so they can monitor, measure, and improve the performance of their agents and teams.

Call recordings can also be reviewed at a later time to make sure your agents strictly adhere to your company’s call quality guidelines.

Real-Time and Historical Reporting

With Talkdesk’s historical and real-time reporting, call monitoring, and call recording, agents and managers are afforded the ability to make data-driven decisions. Customizable historical reports and charts can be used to identify trends, A/B test scripts, gather business intelligence, pinpoint inefficiencies, and craft more effective training methodologies.

Real-time reports, on the other hand, can be tapped to monitor individual, team, and enterprise performance, identify issues, empower agents, and ensure that service level agreements are strictly followed.

Automated Tasks

The integrations available in Talkdesk allow businesses to automate processes. Below are a few examples:

  • When a call finishes, the notes and disposition code, together with the call recording and metrics, are automatically populated into Zendesk or Desk.com.
  • When a voicemail is received, Salesforce automatically updates with the voicemail recording and transcription.
  • When a new contact calls, a new record is created in the integrated CRM tool.


Integrations

Aside from an available API, Talkdesk has ready-made integrations with CRM apps such as Salesforce, Highrise, Infusionsoft, RelateIQ, Nimble, and Pipedrive, ecommerce platforms such as Bigcommerce, Magento, and Shopify, help desk solutions such as Zendesk, Desk.com, Freshdesk, and Help Scout, live chat software like Olark, LiveChat, and Userlike, and more. New integrations are added every week.


Pricing

Talkdesk offers three pricing options: The Regular package at $29 per agent per month, if billed annually, supports basic call center functionality and can be used by up to five agents. The Pro account costs $49 per agent per month, also if billed annually, carries all Regular account features plus call barging, conference calling, and app integrations.

Enterprise, priced at $99 per month for an annual subscription, supports all Pro features and includes advanced functions like custom daily reporting, dedicated account manager, and phone support. Talkdesk also provides telephony (using Twilio) and charges a price per minute starting at $0.02 per minute for inbound calls and $0.03 per minute for outbound calls. Customers can also use BYOT (bring your own technology) if they prefer.

In addition to a free trial, a free live demo can also be requested.


Bottom Line

  • Highly customizable browser-based call center software to improve customer service at a fraction of the cost that traditional call center software solutions require
  • An entire call center software solution in the browser: IVR, skills-based routing, waiting queues, agent and team voicemail, personalized greetings, email notifications, forward-to-phone, and more
  • Can be set up in as little as five minutes
  • Has built-in one-click integrations with business tools like CRM, help desk, chat, and ecommerce apps for task automation
  • Integrates with a dial pad inside of Desk.com, Zendesk, and Salesforce so agents can easily make and receive calls from within the applications

Videos and tutorials

Additional information for Talkdesk

Key features of Talkdesk

  • Automatic call distribution
  • Customizable call queues
  • Customizable outbound caller ID
  • Desktop and email notifications
  • Interactive voice response
  • Omnichannel customer service
  • One click integrations with Salesforce, Pipedrive, Zoho
  • Outbound dialer
  • Performance management
  • Quality management
  • Workforce management
View All Features

Benefits

Boost agent efficiency - Leverage 25+ out-of-the-box integrations with top business tools to help you streamline the call process and consolidate customer information.

Make data-driven decisions - Talkdesk’s historical and real-time reporting allows teams to easily identify trends in key metrics and detect performance inconsistencies before they become widespread.

Deploy with lightning speed - Set up your contact center in days, not weeks, and ensure agents can ramp up quickly with Talkdesk's sleek and intuitive interface.