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

Gregory K.

Role: C-Level
Industry: Entertainment
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2020

Great product that helps me affordably grow!

Likeliness to Recommend

6 /10

What differentiates Talkdesk CX Cloud from other similar products?

Ease of set up and clarity of features.

What is your favorite aspect of this product?

The ease of setting it up and getting going.

What do you dislike most about this product?

The licenses are a bit confusing and I'd love to see more clarity/cost parity for users.

What recommendations would you give to someone considering this product?

Do your research and make sure to talk to the sales team to make sure you're getting what your company needs.

Pros

Enables Productivity
Saves Time
Fair
Helps Innovate

Cons

Commodity Features

John B.

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

Validated Review

Verified Reviewer

Submitted Apr 2020

Good product for the money

Likeliness to Recommend

5 /10

What differentiates Talkdesk CX Cloud from other similar products?

Seems about the same.

What is your favorite aspect of this product?

Isn't one that is my favorite

What do you dislike most about this product?

Some employees have a hard time learning

What recommendations would you give to someone considering this product?

It works good if your situation is right

Pros

Client Friendly Policies
Security Protects
Enables Productivity
Trustworthy

Cons

Inhibits Innovation
Slower Product Innovation
Wastes Time

Rae B.

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

Validated Review

Verified Reviewer

Submitted Apr 2020

Innovative & elegant. Great investment!

Likeliness to Recommend

7 /10

What differentiates Talkdesk CX Cloud from other similar products?

Real time dashboards and overall improvement of our customers experience, based on their feedback.

What is your favorite aspect of this product?

The ability for our agents to work remotely with more confidence, as well as the rest nice support team.

What do you dislike most about this product?

Seeing how it improves our agents overall productivity, I can't really find an area I am not happy with.

What recommendations would you give to someone considering this product?

Take the time to research the product and keep an open mind. Different isn't always bad.

Pros

Continually Improving Product
Reliable
Trustworthy
Effective Service

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

Gregory K.

Great product that helps me affordably grow!

Likeliness to Recommend

Pros

Cons

John B.

Good product for the money

Likeliness to Recommend

Pros

Cons

Rae B.

Innovative & elegant. Great investment!

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