Talkdesk, Inc

Talkdesk CX Cloud

Composite Score

7.1 /10

CX Score

7.1 /10

40 Reviews Write a Review

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What is Talkdesk CX Cloud?

With enterprise-class performance and consumer-like experience, Talkdesk allows you to adapt your contact center to the evolving needs of your customers and teams, resulting in increased productivity, customer satisfaction and cost savings.

Company Details

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Awards & Recognition

Talkdesk CX Cloud won the following awards in the Contact Center as a Service - Enterprise category

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6 Top Rated Capabilities

6 Top Rated Features

2024

7 Top Rated Capabilities

7 Top Rated Features

2023

4 Top Rated Capabilities

4 Top Rated Features

2022

Talkdesk CX Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Talkdesk CX Cloud.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

80 Likeliness to Recommend

96 Plan to Renew

78 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+81 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Talkdesk CX Cloud?

5% Negative

22% Neutral

73% Positive

Pros

Security Protects
Respectful
Client Friendly Policies
Performance Enhancing

Feature Ratings

Average 81

Call Recording

Contact Center Analytics

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Ticket Management

Skills Based Routing

Knowledge Management

Workforce Management

Contact Center Compliance Management

Multi Channel Queue Management

Screen Prompts

Vendor Capability Ratings

Average 81

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Business Value Created

Ease of Customization

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of IT Administration

Vendor Support

Talkdesk CX Cloud Reviews

Michael C.

Role: Sales Marketing
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2024

Online resources and documentation

Likeliness to Recommend

8 /10

What differentiates Talkdesk CX Cloud from other similar products?

Talkdesk CX Cloud offers online resources and documentation, enabling businesses to self-serve.

What is your favorite aspect of this product?

- Multiple support channels - Global availability - 24/7 support

What do you dislike most about this product?

- Call quality issues - System downtime - Integration problems

What recommendations would you give to someone considering this product?

Recommended

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Efficient Service

Rachel H.

Role: Industry Specific Role
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Helpful data integration, but unreliable at times

Likeliness to Recommend

6 /10

What differentiates Talkdesk CX Cloud from other similar products?

It pretty seamlessly integrates with other systems like salesforce and observe.ai.

What is your favorite aspect of this product?

I like the ability to set yourself away and that all missed calls and voicemails are sent to your email. It's pretty easy to set up and use. You're able to see past communications and it allows us to record all phone calls.

What do you dislike most about this product?

It's a great product when it works, but myself and my colleagues have issues with the app at least once a week. The problem that happens most often is we'll go to make a call and it will ring once but then go silent. So you and the person the other line can't hear each other. This will also occasionally happen with incoming calls as well.

What recommendations would you give to someone considering this product?

Great if you need a very basic phone line that can integrate with other systems.

Pros

Trustworthy
Caring
Saves Time
Respectful

Cons

Inhibits Innovation
Commodity Features
Under Delivered

Carl O.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Decent call centre system with great integrations

Likeliness to Recommend

6 /10

What differentiates Talkdesk CX Cloud from other similar products?

The ability for CSAT surveys to be sent to callers to rate each call, which we can then report on, is something I have never had before with previous providers.

What is your favorite aspect of this product?

By far my favourite aspect of Talkdesk is the integrations they have available. Zendesk and Salesforce, both of which we use for our email ticketing and CRM respectively, allows for ease of tracking and communication between departments.

What do you dislike most about this product?

I am not a fan of the UX of the dashboard or reporting, I find it quite clunky and tough to use. I don't feel the graphs are as easy on the eye as they should be.

What recommendations would you give to someone considering this product?

If you are a very small team, with minimal requirements, it's worth it, especially given the low cost.

Pros

Reliable
Inspires Innovation
Acts with Integrity
Helps Innovate

Talkdesk CX Cloud

What is Talkdesk CX Cloud?

Company Details

Need Assistance?

Awards & Recognition

Talkdesk CX Cloud Ratings

80 Likeliness to Recommend

96 Plan to Renew

78 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+81 Net Emotional Footprint

How much do users love Talkdesk CX Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Talkdesk CX Cloud Reviews

Michael C.

Online resources and documentation

Likeliness to Recommend

Pros

Rachel H.

Helpful data integration, but unreliable at times

Likeliness to Recommend

Pros

Cons

Carl O.

Decent call centre system with great integrations

Likeliness to Recommend

Pros

Most Popular Talkdesk CX Cloud Comparisons

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Five9 Intelligent Cloud Contact Center

NICE CXone

Avaya Cloud Office

Zendesk Talk

2
Since last award

Feature Ratings

Call Recording

Contact Center Analytics

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Ticket Management

Skills Based Routing

Knowledge Management

Workforce Management

Contact Center Compliance Management

Multi Channel Queue Management

Screen Prompts

Vendor Capability Ratings

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Breadth of Features

Availability and Quality of Training

Business Value Created

Ease of Customization

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of IT Administration

Vendor Support