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

97 Plan to Renew

1
Since last award

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: Finance
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Apr 2020

Critical real time support center in current times

Likeliness to Recommend

8 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Role: C-Level
Industry: Apparel
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Apr 2020

The software is user friendly but limiting.

Likeliness to Recommend

7 /10

Pros

Respectful
Unique Features
Transparent
Friendly Negotiation

Cons

Slower Product Innovation
Less Effective Service
Less Caring

Role: Public Sector
Industry: Government
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Apr 2020

Accurately provides us with what we need.

Likeliness to Recommend

7 /10

Pros

Reliable
Respectful
Altruistic
Helps Innovate

Cons

Less Efficient Service
Less Effective Service

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

97 Plan to Renew

1 Since last award

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

Critical real time support center in current times

Likeliness to Recommend

Pros

The software is user friendly but limiting.

Likeliness to Recommend

Pros

Cons

Accurately provides us with what we need.

Likeliness to Recommend

Pros

Cons

Most Popular Talkdesk CX Cloud Comparisons

Webex Contact Center

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Five9 Intelligent CX Platform

Avaya Cloud Office

Zendesk Talk

1
Since last award

1
Since last award

2
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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