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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Talkdesk CX Cloud won the following awards in the Contact Center as a Service - Enterprise category

Filter By

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

{y}

{name}

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

Also Featured in...

Auto Dialer

Score 8.0

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

Talkdesk CX Cloud Reviews

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

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

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.

Also Featured in...

Auto Dialer

Talkdesk CX Cloud Reviews

Jeffrey S.

Intuitive and Robust

Likeliness to Recommend

Pros

Intuitive application

Likeliness to Recommend

Pros

Nika B.

Awsome product with some flaws

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