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

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

Carlos Eduardo R.

  • Role: Sales Marketing
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2022

Talkdesk is easy to use, innovative technology

Likeliness to Recommend

8 / 10

What differentiates Talkdesk CX Cloud from other similar products?

Talkdesk technology offers the best return on investment with real purchase and operating costs, without exposing reliability and support, is required to perform call audits of our agents in our contact center backing. This is where you see the grade; they upload their audit containing their findings and comments on how agents handled their calls and emails. This is also the tool our agents recognize for their audits.

What is your favorite aspect of this product?

Provides a glimpse of up-to-date program productivity trends, reliable reference guide for agents on how they track their QA performance, consistent data trader for information on overall equipment performance in condition monitoring. Talkdesk provides a super simple, modular interface that we molded to meet our needs.

What do you dislike most about this product?

The reporting database while downloading in Excel shows some extra gaps that sometimes create roadblocks, but can be easily fixed there as well. It would be great to have a dashboard with all group members to see how many follow-ups they have received in the month so far and if they have ongoing training.

What recommendations would you give to someone considering this product?

It can be used for an agent, fundamentals, reports and even leadership. The tool is easy to navigate and use, and is a one-stop shop for reporting and analysis purposes. This tool is useful especially in productivity management. Talkdesk is the tool used by our QA team to filter these responses and provide critical feedback to team members.

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Unique Features

Alejandra B.

  • Role: Sales Marketing
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Oct 2022

Talkdesk: Audits with call analysis for Big Data

Likeliness to Recommend

10 / 10

What differentiates Talkdesk CX Cloud from other similar products?

We can work from the Talkdesk platform to answer and make all our phone calls through the control team and audit the phone calls that subordinates have with our customers, through the auditor we send the collection of that data on phone calls for analysis, staff planning and agent performance.

What is your favorite aspect of this product?

Due to the simplicity and ease of using the tools for the product has all the features, including the ability to call anywhere highlighting that can reach international levels and taking out many of its variables in truth the platform is very complete at the structural level and tools for us who are carriers of the service as we also have a digital voicemail, contact management, analysis statistics and integration with CRMs.

What do you dislike most about this product?

It should have better performance in functions such as merging contact information, so as not to have numerous duplicate contacts in the list and the version in the web browser is not responsive at times and it is necessary to refresh the page to return to the page we were, add a report schedule also so that they can be visual as having a visual representation of the status of an agent throughout his shift.

What recommendations would you give to someone considering this product?

We had the opportunity to use other software because we did not know Talkdesk and we had many misfortunes along the way because it did not fulfill basic functions such as connecting all calls, which meant that a customer would call us and leave a message, but none of our agents were called or notified. And like that a lot of other problems. We recommend Talkdesk It is very suitable for large teams. We currently have a team of 75 people and it works great for us.

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Efficient Service

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