Talkdesk, Inc

Talkdesk CX Cloud

7.4 /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.

80 Likeliness to Recommend

2
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

+82 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

17% Neutral

78% Positive

Pros

Security Protects
Respectful
Trustworthy
Performance Enhancing

Feature Ratings

Average 82

Call Recording

Contact Center Analytics

Call Scripting and Call Flow Management

Ticket Management

Skills Based Routing

Multi Channel Intake Integration

Workforce Management

Knowledge Management

Contact Center Compliance Management

Multi Channel Queue Management

Screen Prompts

Vendor Capability Ratings

Average 82

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Business Value Created

Breadth of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration

Product Strategy and Rate of Improvement

Vendor Support

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Score 8.0

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Talkdesk CX Cloud Reviews

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

Juan M.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Simple and Efficient!

Likeliness to Recommend

10 /10

What differentiates Talkdesk CX Cloud from other similar products?

I believe that one of the biggest points is that it runs through web based system. It can be easily integrated with CRMs and it's very easy to add or remove skills for your team and have several people with high privilege credentials without taking hours or days for the changes to come into effect.

What is your favorite aspect of this product?

The simplicity of the tool. It makes all things easy by having default reports, easy filters, customizable dashboards that can include people, queues, productivity KPIs, etc... It never complicates stuff and you can easily find what you need using the online dashboards.

What do you dislike most about this product?

Reporting has some bugs and usually needs to have all the data downloaded into csv files to get better view of information or pivoting the data. It's an extra step that they could easily remove by improving the reporting design in the webpage.

What recommendations would you give to someone considering this product?

I would suggest to check for their company PC restrictions as it could potentially block features from the app. If they purchase this product and have equipment with strong PCI rules, it's important to have a complete app testing before installing it to ensure that the app runs smoothly. I would also suggest looking into the reporting dashboards and default reports before relying in the information and making sure you get what you're looking for because there are several reports with similar data, but you need to download it in order to understand how it's filtered and it does make a difference.

Pros

Reliable
Performance Enhancing
Enables Productivity
Caring

Rachael M.

Role: Sales Marketing
Industry: Electronics
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2022

Overall very easy to use and navigate.

Likeliness to Recommend

9 /10

What differentiates Talkdesk CX Cloud from other similar products?

simplicity

What is your favorite aspect of this product?

easy to navigate

What do you dislike most about this product?

glitches ever so often

What recommendations would you give to someone considering this product?

always update when needed

Pros

Client Friendly Policies
Altruistic
Acts with Integrity
Performance Enhancing

Talkdesk CX Cloud

What is Talkdesk CX Cloud?

Company Details

Need Assistance?

Awards & Recognition

Talkdesk CX Cloud Ratings

80 Likeliness to Recommend

2 Since last award

96 Plan to Renew

76 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+82 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.

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.

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

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

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.

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

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.

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.

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.

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.

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.

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.

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

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.

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.

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Talkdesk CX Cloud Reviews

Lisa K.

Talk Desk is Progressing

Likeliness to Recommend

Pros

Juan M.

Simple and Efficient!

Likeliness to Recommend

Pros

Rachael M.

Overall very easy to use and navigate.

Likeliness to Recommend

Pros

Most Popular Talkdesk CX Cloud Comparisons

Webex Contact Center

Genesys Cloud CX

Five9 Intelligent Cloud Contact Center

NICE CXone

Avaya Experience Platform

Zendesk Talk

2
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

Knowledge Management

Contact Center Compliance Management

Multi Channel Queue Management

Screen Prompts

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Business Value Created

Breadth of Features

Ease of Customization

Ease of Implementation

Ease of IT Administration

Product Strategy and Rate of Improvement

Vendor Support