Table of Contents

what is talkdesk

Table of Contents

This article answers the questions, what is Talkdesk? It covers an overview of the product, use cases, pricing, integrations, and Talkdesk alternatives.

Running an organization effectively can get slightly daunting, especially if you have to keep up with maintaining excellent customer service throughout. According to a report by Microsoft, 96% of respondents said that customer service is crucial in their choice of loyalty to a particular brand. 

This is proof enough that customer service is an essential aspect of every business in the modern world. This is where Talkdesk kicks in! This reasonably-priced platform has provided customer service solutions since 2011. 

What is Talkdesk 

Talkdesk is a cloud-based call center solution that enables businesses to improve customer satisfaction and build customer relationships. The platform offers a customizable user interface, built-in AI automation, interactive voice response (IVR), skills-based routing, and automatic call distribution (ACD). 

It allows companies to engage in personalized conversations with clients and boost overall efficiency and productivity. Agents can view callers’ names, contact details, pictures, and purchase information in real time. Talkdesk allows companies to make data-driven decisions to improve business KPIs. It’s a comprehensive, easy-to-deploy software that aims at improving customer engagement and satisfaction.

What is Talkdesk Used for

Talkdesk is used mainly to modernize your contact center. It provides a quick, agile, and reliable customer experience platform to organizations. On account of its robust integrations with leading CX systems, it allows companies to automate workflows and synchronize information across various systems. 

It is used to keep customers well informed and offer appropriate timeline estimates for resolving issues. Talkdesk is a VoIP solution that enables small businesses to scale quickly. It provides your organization with the necessary insights and analytics into customer experience and satisfaction. 

Talkdesk Products 

CX Cloud 

Talkdesk’s CX cloud platform includes AI apps that help reduce chances of fraud, empower agents, and automates customer self-service. It offers CX applications for self-service experience, workforce engagement, omnichannel engagement, employee collaboration, and customer experience analytics. The above applications are native to the CX cloud platform and share services like reporting, dashboards, workflows, and more. 

Self-Service Experience 

  • Voice Virtual Agent 
  • Digital Virtual Agent

Allow customers to get appropriate answers to their queries at any time of the day. Avoid missed calls and abandoned chats. Use NLU or Natural Language Understanding to enable customers to experience two-way dialogue on both digital and chat channels.

Provide them with multiple language options. Get an overview of the customer’s overall journey. Use tools to design engaging conversations. Employ a no-code drag-and-drop tool to quickly adapt agent responses to client intents.

Workforce Engagement 

  • Workforce Management
  • Interaction Recording 
  • Quality Management 
  • AI-automated QM Assistance
  • Agent Coaching & Performance 
  • Knowledge Management 

Train, manage, coach, and empower agents by improving your workforce engagement strategy along with a seamlessly integrated user experience. Reduce time spent by supervisors, analysts, and resource planners. 

Use the Talkdesk Workforce Engagement Management along with AI to increase employee productivity and efficiency and provide gainful insights. Enable better scheduling flexibility, improved feedback, and personalized coaching to increase employee engagement levels.

Omnichannel Engagement 

  • Voice Engagement
  • Digital Engagement 
  • Orchestration & Routing
  • Outbound Engagement
  • Agent Workspace & Mobile App
  • Agent Assistance 
  • Omnichannel Feedback

Talkdesk Omnichannel Engagement is a suite of intuitive and intelligent solutions that enables clients to communicate via a channel of their choice and personalize interactions. Engage customers with top-notch reliability and good voice quality. Use the Talkdesk Studio to get a clear visual display of a customer’s journey without employing any technical staff. 

Employee Collaboration 

  • Business Phone System
  • Plug & Play Communications

Allow internal and external team members to connect to the contact center. Solve challenging issues rapidly by facilitating better collaboration and responding to customers within time. Share customer insights across the company and use real-time relevant data. 

Enable strong integration between the contact center, phone system, and collaboration tools to ensure smooth communication between different departments and employees.

Customer Experience Analytics 

  • Real-time Dashboards
  • Business Intelligence
  • Interaction Analytics & Sentiment
  • Real-time Sensors & Automations

Use customized dashboards and compare key metrics and other statistics in real time. Identify coaching opportunities to assure a better level of customer satisfaction. Use reporting and business intelligence tools for obtaining easier data visualization.

Get a 360-degree view of the contact center by using various flexible filters and customization options. Identify customer patterns and intents by using speech and text analytics. Generate and share surveys on any channel and use VoC or Voice of the Customer tool to act on feedback. 

Who Uses Talkdesk?

Here are the key industries that use Talkdesk:

  • Communications, Media & Internet
  • Financial Services & Insurance 
  • Government & Education
  • Healthcare & Life Sciences 
  • Information Technology & Services 
  • Manufacturing
  • Retail and Consumer Goods
  • Staffing & Employment Services
  • Transportation & Hospitality
  • Transportation & Logistics

Talkdesk Integrations

Here is a list of some of the most popular integrations of the 60+ Talkdesk integrations available.

  • Salesforce
  • Zendesk
  • Slack
  • Microsoft Teams
  • ServiceNow
  • Microsoft Dynamics 365
  • Zoom

Talkdesk Pricing

For more detailed Talkdesk pricing we’ve got you covered.

CX Cloud EssentialsCX Cloud ExecutiveCX Cloud EliteExperience Clouds
$75 USD (per user, per month)$95 USD (per user, per month)$125 USD (per user, per month)Request Quote

Talkdesk Reviews 2022

Here are some recent Talkdesk reviews by the software’s users:

Pros of Talkdesk

1. So what makes this product different is the UX/UI of the systems. In comparison to some older call center options it works well.

2. Easy app, nice UX , good quality of sound, easy integration with Zendesk.

3. Ease of use, ease of deployment, excellent support, reporting works well, customizable.

4. I love how straightforward and easy to use Talkdesk is. It allows me to have a work phone number and dialing system to communicate with my clients easily, as well as monitor calls coming in via the caller ID feature.

5. I like that I can hear the customer very well through TD.

6. TD is very easy to use, you can find all the dashboards in one section, listen to the recordings, evaluate interactions and send emails to consumers, all in one place.

7. I like that it’s user friendly and that it can be customized to fit the business needs. I also like the adaptability of the product itself and the ease of access.

8. It’s easy to use and has great reports. 

9. It has a call recording feature that records timing too, saves and organizes everything in an amazing way.

10. It’s very easy to manage, it looks cool. You can create your reports with whatever you need.

Cons of Talkdesk

1. Finding settings can be a bit overwhelming.

2. Sometimes there are some problems with sound on Wi-Fi.

3. Limited support options and Limited call flow changes.

4. I’m looking forward to innovation in having a clear historical log and reminder nudges to follow up with client calls.

5. The new workspace update has been causing a huge impact on our communication, both text and voice. A little more development with their support will fix these issues as soon as possible.

6. Sometimes it can not be fully optimized to fit every single business’ needs and some specific tasks are not available for every business needs. Customer service, however, is very good.

7. Need more “offline” options. 

8. It should have the option to select different countries.

9. Cluttered UI especially at admin’s end makes it difficult to find things sometimes.

10. Once they resolve the lagging on the site then the service will be great.

Talkdesk Competitors and Alternatives

Nice CXone 

Nice CXone is a cloud-based call center platform that allows organizations to boost the quality of leads and reduce client interaction costs. It is perfect for businesses of all sizes across a variety of industry types. It seamlessly manages customer interactions across various communication channels. The solution offers features like omni-channel routing, workforce optimization, interactive voice response (IVR), predictive dialer, reporting, customer surveys, and automatic call distribution (ACD). 

It helps organizations connect with their clients via email, chat, calls, social media, and more. Nice CXone also offers functionalities like hiring, e-learning, and workforce management. It integrates easily with Oracle Service, Microsoft Dynamics 365, NetSuite ERP, SAP CRM, Zendesk Support Suite, Salesforce Lightning Platform, and more. 

8×8 

8×8 is a unified communications as a service (UCaaS) system. It offers features like unlimited calling, SMS, automated call attendant, call recording, call distribution, fax, three-way calling, and visual voicemail. It seamlessly integrates with ServiceNow, Salesforce, and Microsoft Teams. It is apt for small business owners who are scouting for an efficient business phone system. The best part is that it offers 24/7 global customer support and effective training resources. 

It supports interaction mediums like web chat, voicemail, web callback, email, and others. The platform enables the universal queue feature that assigns calls to agents based on their skills. This reduces wait times and the agents with the right skill sets get to interact with the customer to solve specific queries. 8×8 monitors call center operations in real time and allows you to access metrics and historical data as and when required. 

Five9

Five9 is a cloud contact center solution that offers inbound and outbound calls, and multi-channel or blended operations. It employs management functionalities like quality monitoring, call recording, real-time reporting, automation, analytics, scripting, web callback, digital agent, and campaign management. It is a great option for businesses who are scouting for a call center platform with AI capabilities.

 Five9 allows agents to provide improved customer experience across email, chat, phone, social media, and so on. It is ideal for businesses of all sizes and is used predominantly in sectors including education, marketing, finance, customer service, and healthcare. 

Aircall

Aircall is a cloud-based call center solution that helps streamline customer support and manage sales engagement workflows. It is apt for SMBs and large companies with remote teams or offices. The platform offers features including voicemail, shared call inbox, call queueing, IVR, call routing, text messaging, ring groups, custom filters, call whispering, power dialer, and more. 

It efficiently manages phone support, making it accessible and transparent. The solution facilitates seamless communication between customers, colleagues, and prospects. Aircall easily integrates with Salesforce, Intercom, HubSpot, Zendesk, Pipedrive, and MS Dynamics. 

Dialpad

Dialpad is a Voice over Internet Protocol (VoIP) business communications platform that is fit for both small and large enterprises. It majorly focuses on giving customers a great experience. Some of the software’s key features include AI, power dialer, IVR, virtual receptionist, business phone number, and contact center analytics. The solution seamlessly integrates with applications like Slack, Zendesk, and Salesforce. 

MightyCall

MightyCall is a virtual phone platform that is ideal for entrepreneurs and small businesses to efficiently manage customer experience and company communications. It offers key features like toll free and local numbers, caller ID, CNAM, vanity numbers, call screening, auto receptionist, multi-level IVR, music on hold, and custom greeting. 

You can view text messages, calls, callback requests, and emails on the multichannel activity dashboard. It enables email integration which allows you to convert email into to-dos that can be assigned to different employees. Additionally, it allows you to manage, control and monitor inbound requests from clients. 

CloudTalk

CloudTalk is a user-friendly contact center management platform that allows you to streamline and organize communications with clients and group members using virtual call systems. Windows, Android, Linux, and iOS users can access the web and mobile applications. 

It seamlessly integrates HubSpot, Zendesk, Salesforce, Intercom, Gong, Zapier, and Pipedrive. This solution offers capabilities like call recording, call queuing, voicemail, number porting, toll-free numbers, fax to email, text messages, call masking, conference calls, automated call distribution, IVR, and others. 

JustCall

JustCall is a cloud-based phone system that helps organizations track, make, and receive calls from mobile, desktop, and web apps. It’s fit for businesses of all sizes. The platform offers key features like virtual phone numbers, call forwarding, call routing, text messages, call monitoring, third-party integration, appointment scheduling, and others. 

Zendesk

Zendesk is a cloud-based customer service solution that enables businesses to connect with clients using any channel. The platform offers features like a ticketing system, report and analytics, an answer bot, live chat, messaging, and more. The best part of this solution is that all its products are easy to deploy. Whether it’s a startup or a large enterprise, Zendesk is scalable enough to meet the requirements. 

Salesforce

Salesforce is a cloud-based software that helps businesses provide better customer experiences, close more deals, and scout for prospects. It also provides CRM services. It allows you to use cloud technology to forge better connections with clients, potential customers, and partners. The platform tracks customer activities and you can easily view metrics on the dashboard. 

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