Talkdesk CX Cloud Logo
Talkdesk CX Cloud Logo
Talkdesk, Inc

Talkdesk CX Cloud

7.8 / 10
Category
Talkdesk CX Cloud
7.8 / 10

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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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.

81 Likeliness to Recommend

1
Since last award

96 Plan to Renew

76 Satisfaction of Cost Relative to Value

2
Since last award


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Emotional Footprint Overview

+84 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
13% Neutral
82% Positive

Pros

  • Security Protects
  • Respectful
  • Enables Productivity
  • Inspires Innovation

Feature Ratings

Average 83

Call Recording

89

Contact Center Analytics

86

Call Scripting and Call Flow Management

85

Ticket Management

84

Skills Based Routing

83

Multi Channel Intake Integration

82

Workforce Management

82

Multi Channel Queue Management

81

Knowledge Management

80

Contact Center Compliance Management

78

Screen Prompts

77

Vendor Capability Ratings

Average 82

Ease of IT Administration

92

Ease of Data Integration

91

Vendor Support

87

Ease of Customization

85

Usability and Intuitiveness

83

Availability and Quality of Training

80

Quality of Features

79

Ease of Implementation

78

Breadth of Features

77

Product Strategy and Rate of Improvement

74

Business Value Created

72

Talkdesk CX Cloud Reviews

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
  • 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

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