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

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Intuitive application

Likeliness to Recommend

10 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Nika B.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2022

Awsome product with some flaws

Likeliness to Recommend

9 /10

What differentiates Talkdesk CX Cloud from other similar products?

The upside of Talkdesk would be the practicality, it's pretty straight forward. Platform allows you to get make calls with ease, record and listen to them. Another great feature is the widgets! Having important information one click away is really useful.

What is your favorite aspect of this product?

Coaching for sure, being able to guide anyone during a call, while other side can't hear your voice is amazing! It allows you to help people solve difficult cases, while they can relax knowing that manager or someone else is there to help them out.

What do you dislike most about this product?

From personal experience, I would love to have a bit more advanced search of calls, even though it can be managed, having more detailed search would save some more time. Other than that product really delivers! Of course there are some occasional breakdowns but it happens with everything time to time.

What recommendations would you give to someone considering this product?

I would like to see some more search/reporting features, filters to filter out some specific data I'm looking for.

Pros

Trustworthy
Effective Service
Reliable
Performance Enhancing

Lisa K.

Role: Information Technology
Industry: Retail
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2022

Talk Desk is Progressing

Likeliness to Recommend

9 /10

What differentiates Talkdesk CX Cloud from other similar products?

Talk desk's easy to use interface for administrators and integration capabilities out of teh box with CRMs like Salesforce make this an excellent choice for your Contact Center Technology needs. Having evaluated the product in 2019 and then again in 2021, in two sure years I saw a huge difference in capabilities made available on their roadmap. If they continue to progress this way, they will surely move form challenger to leader in teh magic quadrant. Consider a move today for future tomorrow while they are building a product based on customer feedback.

What is your favorite aspect of this product?

Easy to use studio graphical interface and simple click throughs to connectors of CRM tools. The links in email, slack and salesforce were fast and accurate.

What do you dislike most about this product?

Lacks complete maturity of full omni channel capabilities and web integration, mobile use. The speed at which they are developing however, these will be there in no time.

What recommendations would you give to someone considering this product?

Compare roadmap plans and cost vs the other providers in this very crowded space.

Pros

Continually Improving Product
Reliable
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

Intuitive application

Likeliness to Recommend

Pros

Nika B.

Awsome product with some flaws

Likeliness to Recommend

Pros

Lisa K.

Talk Desk is Progressing

Likeliness to Recommend

Pros

Most Popular Talkdesk CX Cloud Comparisons

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Five9 Intelligent Cloud Contact Center

NICE CXone

Avaya Experience Platform

Zendesk Talk

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