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.

79 Likeliness to Recommend

1
Since last award

96 Plan to Renew

78 Satisfaction of Cost Relative to Value

2
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 84%
Negotiation and Contract:: 75%
Conflict Resolution:: 83%
Strategy & Innovation:: 75%
Service Experience:: 86%

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 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

23% Neutral

72% 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

Skills Based Routing

Ticket Management

Workforce Management

Knowledge 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

Role: Information Technology
Industry: Communications
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted May 2023

Best product in the industry

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Dannirys U.

Role: Information Technology
Industry: Engineering
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Allows customers and partners to contact us.

Likeliness to Recommend

9 /10

What differentiates Talkdesk CX Cloud from other similar products?

It's a useful tool We resolve all of our customers' queries through Talkdesk, it's easy to use to unite across multiple departments, and it keeps information like commonly used contacts quickly accessible.

What is your favorite aspect of this product?

In general, it is a good tool, it has good reports, good coverage, ease of use and is quite reliable, it allows you to create the necessary ring groups, in addition to creating call routing, it has integration with different own and third-party tools, it has excellent metrics

What do you dislike most about this product?

we've been having connectivity issues, support It takes a long time to get a response when we submit a ticket.

What recommendations would you give to someone considering this product?

It will help you improve customer service by providing real-time support, it will also help you manage and classify all incoming calls and voice messages.

Pros

Caring
Saves Time
Altruistic
Friendly Negotiation

Laura L.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

Monitoring and quality management of processes

Likeliness to Recommend

9 /10

What differentiates Talkdesk CX Cloud from other similar products?

Our general resources management team uses this software to track performance and quality control in order to determine areas of opportunity and create action plans based on real data and reports all in one place, so that various types of management can be carried out depending on the company's activity.

What is your favorite aspect of this product?

With variability of functions it provides us with a view of updated trends of program performance a reliable reference guide for agents on tracking their performance to get the view of how the overall teams did for reviews and proposed project or general activities.

What do you dislike most about this product?

Like any management platform it would be powerful to have a mobile application with which to make small inspections that are being carried out or see what project you are working on as well as a module where you can find the previous months questionnaire, without the need for someone to send you a link to view the data.

What recommendations would you give to someone considering this product?

For growing teams at the level of tasks or objectives and improving performance at the same time, we recommend Talkdesk to ensure that your time is used efficiently and effectively, its analytical functions will allow you to monitor the company's agents, track progress or setbacks, and identify problems to be solved by which is a system for general monitoring of everything that is carried out.

Pros

Trustworthy
Effective Service
Inspires Innovation
Saves Time

Talkdesk CX Cloud

What is Talkdesk CX Cloud?

Company Details

Need Assistance?

Awards & Recognition

Talkdesk CX Cloud Ratings

79 Likeliness to Recommend

1 Since last award

96 Plan to Renew

78 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love Talkdesk CX Cloud?

Chart

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).

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

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

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

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

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

Best product in the industry

Likeliness to Recommend

Pros

Dannirys U.

Allows customers and partners to contact us.

Likeliness to Recommend

Pros

Laura L.

Monitoring and quality management of processes

Likeliness to Recommend

Pros

Most Popular Talkdesk CX Cloud Comparisons

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1
Since last award

2
Since last award

Feature Ratings

Call Recording

Contact Center Analytics

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Skills Based Routing

Ticket Management

Workforce Management

Knowledge 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