Talkdesk, Inc

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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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.

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

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

Average 82

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

Raul B.

Role: Sales Marketing
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

Best communications center have ever worked with

Likeliness to Recommend

9 /10

What differentiates Talkdesk CX Cloud from other similar products?

Since we have been using this software, communications with our clients have advanced and improved greatly, since we can attend them quickly from any of the available channels, in the same control panel. It has a user interface that is really simple to use and very friendly, making the whole team adapt to it quickly.

What is your favorite aspect of this product?

In the area of telephone service, it has important tools such as call recording and routing of each call, so that the most skilled agents can solve customer problems. This routing option also has other communication channels such as chats, email, messaging and more, so that all customers are served in order of priority and with the agents trained to meet their demand.

What do you dislike most about this product?

I imagine that, being such a complete software, it can slow down and be heavy at times, so having a good internet connection and a good computer, is important so that the program does not hang. To access the history of calls and customers is cumbersome, since it does not have a good search engine, to easily find the call, chats or customer we are looking for.

What recommendations would you give to someone considering this product?

It's a great tool because it's almost 100% online, but it's better to log in and call and do nothing else. Also, the exporting of caller groups is not very good. I like that it is primarily web based, and having to download the call bar to make calls makes it more difficult for the user. The design of the phone is a real drawback, TD only has one level design, so it can be difficult to sort through phones, especially when you have reps with multiple skills.

Pros

Helps Innovate
Reliable
Caring
Respectful

Max S.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2022

Talkdesk for Salesforce is Fire!

Likeliness to Recommend

10 /10

What differentiates Talkdesk CX Cloud from other similar products?

its ease of use and admin functions and building are easy to manage

What is your favorite aspect of this product?

I can log in on any device, and the single pane of glass with the new workspaces is awesome!

What do you dislike most about this product?

their digital platform has a lot of growth potential, but it has some gaps at the moment

What recommendations would you give to someone considering this product?

go for it! You will love the experience, and if you are migrating over from another CCaaS platform, it is very easy! No headache!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Jeffrey S.

Role: Information Technology
Industry: Manufacturing
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2022

Intuitive and Robust

Likeliness to Recommend

10 /10

What differentiates Talkdesk CX Cloud from other similar products?

The level of support and service is excellent.

What is your favorite aspect of this product?

It was very easy to pick up and go once the training was completed

What do you dislike most about this product?

The training courses, while thorough, were very dull.

What recommendations would you give to someone considering this product?

Take the training and drink lots of coffee beforehand.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Talkdesk CX Cloud

What is Talkdesk CX Cloud?

Company Details

Need Assistance?

Awards & Recognition

Talkdesk CX Cloud Ratings

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

How much do users love Talkdesk CX Cloud?

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.

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

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

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).

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

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

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.

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

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Talkdesk CX Cloud Reviews

Raul B.

Best communications center have ever worked with

Likeliness to Recommend

Pros

Max S.

Talkdesk for Salesforce is Fire!

Likeliness to Recommend

Pros

Jeffrey S.

Intuitive and Robust

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

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