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

View Talkdesk CX Cloud in this category (opens in a new tab)

Talkdesk CX Cloud Reviews

Franz B.

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

Validated Review

Verified Reviewer

Submitted Apr 2020

Modern Help Desk

Likeliness to Recommend

10 /10

What differentiates Talkdesk CX Cloud from other similar products?

Their user friendly features that enable a novice employee to become an expert quicker without needed to call tech support or troubleshoot.

What is your favorite aspect of this product?

You couldn't ask for a simpler help desk system. It is truly easy to be set up for new agents which ultimately gives you the ability to set up the essential roles, the point of access, and different support lines.

What do you dislike most about this product?

It is easy to use but there should be a way to customize and prioritize talk and chat features to a specific person or role. This is a minor dislike.

What recommendations would you give to someone considering this product?

If you want to be able to complete a set up with minimal effort or stress then this is the product for you. You will like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Pros

Helps Innovate
Continually Improving Product
Unique Features
Efficient Service

Role: Public Sector
Industry: Government
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Apr 2020

Accurately provides us with what we need.

Likeliness to Recommend

7 /10

Pros

Reliable
Respectful
Altruistic
Helps Innovate

Cons

Less Efficient Service
Less Effective Service

Role: Sales Marketing
Industry: Engineering
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Apr 2020

All the tools in one app!

Likeliness to Recommend

8 /10

Pros

Generous Negotitation
Includes Product Enhancements
Reliable
Trustworthy

Cons

Wastes Time
Slower Product Innovation
Less Caring

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

Franz B.

Modern Help Desk

Likeliness to Recommend

Pros

Accurately provides us with what we need.

Likeliness to Recommend

Pros

Cons

All the tools in one app!

Likeliness to Recommend

Pros

Cons

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