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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceTalkdesk 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
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?
Pros
- Security Protects
- Respectful
- Enables Productivity
- Inspires Innovation
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Call Recording
Contact Center Analytics
Call Scripting and Call Flow Management
Ticket Management
Skills Based Routing
Multi Channel Intake Integration
Workforce Management
Multi Channel Queue Management
Knowledge Management
Contact Center Compliance Management
Screen Prompts
Vendor Capability Ratings
Ease of IT Administration
Ease of Data Integration
Vendor Support
Ease of Customization
Usability and Intuitiveness
Availability and Quality of Training
Quality of Features
Ease of Implementation
Breadth of Features
Product Strategy and Rate of Improvement
Business Value Created
Talkdesk CX Cloud Reviews
Laura L.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Nov 2022
Monitoring and quality management of processes
Likeliness to Recommend
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
Submitted Nov 2022
Talkdesk is easy to use, innovative technology
Likeliness to Recommend
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
Submitted Oct 2022
Talkdesk: Audits with call analysis for Big Data
Likeliness to Recommend
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