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

NIKA B.

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

Validated Review

Verified Reviewer

Submitted Feb 2022

Reliable and easy to use

Likeliness to Recommend

9 /10

What differentiates Talkdesk CX Cloud from other similar products?

The ability to have dedicated call line for specific customers (VIP Customers for example).

What is your favorite aspect of this product?

Software is easy to get used to, it's very practical. is very reliable as well. Searching calls is also really simple and gives easy access to find any specific call, recording quality is pretty good too.

What do you dislike most about this product?

The downtimes, which don't happen often but takes a bit long to fix. Other than that there are some occasional routing issues.

What recommendations would you give to someone considering this product?

Make use of the dedicated line and try to integrate talkdesk with other products for better usage.

Pros

Reliable
Enables Productivity
Efficient Service
Caring

Justin V.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

it can offer reasonable and practial features

Likeliness to Recommend

9 /10

What differentiates Talkdesk CX Cloud from other similar products?

more flexible tools

What is your favorite aspect of this product?

ease to working on it

What do you dislike most about this product?

nothing specific

What recommendations would you give to someone considering this product?

you can count on it

Pros

Reliable
Saves Time
Respectful
Friendly Negotiation

Heidi K.

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

Validated Review

Verified Reviewer

Submitted Apr 2020

Fantastic product! Features don’t disappoint.

Likeliness to Recommend

5 /10

What differentiates Talkdesk CX Cloud from other similar products?

There product knowledge and their willingness to help.

What is your favorite aspect of this product?

Their demo center to see exactly what makes them the best.

What do you dislike most about this product?

If i have to pick anything is of course price because who likes to pay for anything.

What recommendations would you give to someone considering this product?

Their customer service is amazing and they really know their stuff. I am a person who likes quick answers and they are available to help whenever you need.

Pros

Reliable
Performance Enhancing
Trustworthy
Efficient Service

Talkdesk CX Cloud

What is Talkdesk CX Cloud?

Company Details

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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

NIKA B.

Reliable and easy to use

Likeliness to Recommend

Pros

Justin V.

it can offer reasonable and practial features

Likeliness to Recommend

Pros

Heidi K.

Fantastic product! Features don’t disappoint.

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

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