Talkdesk Evaluation – The Good and Unhealthy for 2024

Talkdesk is a fully-fledged cloud-based Contact Heart as a Service (CCaaS) platform that’s identified for reliability. It additionally strikes an ideal steadiness between being straightforward to make use of and bringing a strong set of superior functionalities to the desk. The onboarding course of is minimal, and Talkdesk’s native integrations with over 60 apps—like Salesforce, Slack, and Zendesk—mean you can swap to the platform with out disrupting your present workflows. 

Evaluate Talkdesk to the Greatest Contact Heart Software program

Talkdesk didn’t make it into our high six contact heart options–if we had executed a high ten, it could have made the reduce. It got here in shut behind a few of our favorites, together with Nextiva and RingCentral. 

Nonetheless, Nextiva presents a greater steadiness of affordability, ease of use, easy implementation, and performance. 

Then again, RingCentral presents extra superior options for those who want them. 

Try our full listing of the very best contact heart options should you’re eager about studying extra about how they stack up in opposition to one another. 

Talkdesk: The Good and The Unhealthy

The Good

Highly effective AI Capabilities: Talkdesk banks on AI-powered options that may scale back the pressure on reside brokers. Some examples embrace automated buyer responses, dialog summaries, and on the spot info retrievals from a data base. 

Workspace Designer: With Talkdesk’s Workspace Designer, you possibly can simply deploy customized consumer interfaces tailor-made to your group. It really works on no-code and low-code interfaces, requires little to no work out of your IT division, and finally makes it simpler on your crew to get began with the platform. 

You possibly can customise interfaces via playing cards and provides brokers all the shopper info essential to deal with calls extra successfully. In the meantime, the platform’s integrations with name heart CRMs and different third-party apps can present brokers extra particulars to make their work simpler. Workspaces can even show totally different languages and themes, whereas workers can entry options particular to their wants. As an example, a supervisor could require fast entry to agent schedules, whereas a gross sales agent wants a fast approach to see buyer contact particulars.  

Talkdesk Studio: Consider Talkdesk Studio because the platform’s engine room. It’s a visible designer that enables admins to arrange and handle all their contact heart workflows—from IVR scripts and menus to attribute-based name routing, omnichannel flows, and extra. Talkdesk Studio stands out for its ease of use. You possibly can create name flows by way of a point-and-click interface and save particular blocks of enterprise logic as modules for later use. 

The platform additionally features a library of pre-built parts that may set off actions equivalent to sending automated messages or forwarding calls. 

In different phrases, you possibly can shortly apply and customise them to suit your targets—no have to construct every thing from scratch. Talkdesk Studio additionally features a low-code editor, supplying you with the choice to arrange customized capabilities by way of JavaScript for extra management over your workflows. 

Highly effective Coaching Options: Talkdesk’s AI coach ensures that the platform’s AI-powered options adapt to your enterprise wants and are deployed safely inside your group. The platform permits you to arrange guardrails and simulate earlier buyer conversations to check the AI’s responses in addition to its name transcription and abstract capabilities. 

From there, you possibly can fine-tune the AI by including new phrases to its vocabulary, appropriate sure spelling errors, and extra. You too can educate the platform to acknowledge the shopper’s intent throughout conversations by specifying key phrases and giving additional context by way of widespread phrases. 

Talkdesk additionally presents many options to spice up agent motivation and nudge them to supply the absolute best buyer expertise. You possibly can create gamified leaderboards to acknowledge brokers who meet their targets and encourage pleasant competitors. These leaderboards can embrace challenges and badges to award top-performing brokers, and there’s additionally an Applaud characteristic with which managers can reward workers.

You too can click on on a selected crew member and schedule reside teaching classes straight throughout the leaderboard. Talkdesk sends brokers notifications each time they exceed or drop beneath the crew’s common efficiency. Moreover, the platform’s generative AI capabilities can monitor agent conversations in real-time and provide options to assist brokers present the absolute best responses via the Agent Help characteristic. 

It could possibly additionally faucet into your data base and extract exact snippets of knowledge particular to the shopper’s wants, sparing brokers the headache of getting to flick thru giant articles all day lengthy. One other helpful characteristic is the power to observe earlier agent interactions and go away suggestions by way of notes. 

Guardian Visibility Instruments: Talkdesk’s Guardian characteristic is designed to present contact facilities full visibility over their brokers who work at home. After you construct in-depth agent profiles, the platform’s reside classes log provides you with a exact overview of all brokers, together with their login and logout instances, working programs, and IP addresses. 

The platform additionally measures every agent’s web connection to determine whether or not workers expertise drops in name high quality. Lastly, Guardian’s experiences even assist determine brokers who have interaction in surprising conduct like not respecting working hours, lacking an uncommon variety of buyer calls, or taking too lengthy to reply calls.  

Inbound Name Dealing with: Talkdesk contains a number of call-handling options designed to scale back wait instances and finally enhance buyer satisfaction. By means of Talkdesk Studio, for example, you possibly can simply arrange multi-level IVR menus, full with greetings, self-service choices by way of Talkdesk’s Digital Agent, computerized speech recognition, and attribute-based routing. 

In the meantime, Talkdesk’s integrations with CRMs and customer support options synchronize and show buyer knowledge each time a name is acquired—which provides brokers all of the context they should deal with buyer inquiries extra effectively. The platform’s computerized name distribution device can be tremendous useful. For instance, it permits you to arrange personalized guidelines in order that key clients skip queues based mostly on their profile or order standing, or that callers will attain sure brokers by way of skill-based routing, or that calls redirect to overflow facilities each time all brokers are busy. 

Different notable call-handling options embrace reside name monitoring and barging. 

Outbound Dialing Instruments: Talkdesk’s native integrations permit brokers to name clients from CRMs, helpdesk options, and ecommerce platforms with only a single click on. Talkdesk can be outfitted with a number of forms of dialers like predictive and native presence dialers. 

Other than toll-free numbers, Talkdesk offers you the choice to buy cellphone numbers for particular geographical areas. On this case, as soon as an agent makes a name, the native presence dialer will mechanically choose a cellphone quantity that matches the recipient’s nation or space code—this will increase the probabilities of getting clients to select up the decision.

Talking of which, Talkdesk additionally shows your organization’s identify, brand, and cause for calling within the caller ID. You possibly can automate numerous contact heart processes via Talkdesk’s Automation Designer, a visible point-and-click interface with pre-built parts designed to streamline the automation course of. 

Every element fulfills particular actions like triggering the automation stream, accumulating info from callers, looking and extracting particulars out of your data base, and extra.  

All you have to do is combine and match between parts, specify how they work together with one another (and along with your database), and that’s it. That is additionally the place you possibly can automate buyer survey flows designed within the Suggestions Circulate Builder to information how your digital agent interacts with clients. As an example, you possibly can instruct digital brokers to share product pictures and movies.    

High-Tier Reporting: Talkdesk’s analytics and reporting capabilities are one of many platform’s hallmarks. It compiles knowledge from over 900 name heart metrics and turns them into simple, digestible dashboards and experiences. You both can construct these from scratch or select considered one of Talkdesk’s templates and go from there.

These dashboards provide a high-level visible overview of your name heart’s efficiency. The default dashboards cowl all the anticipated points, starting from agent and inbound/outbound statistics to buyer sentiment scores and extra. Every dashboard contains filters so you possibly can choose particular date ranges, widespread KPIs, and extra. That is good for monitoring knowledge as exactly as doable. The experiences are comparable in depth. As an example, a name report lists each particular person name throughout the specified timeframe, together with every name’s begin time, finish time, ready time, CSAT rating, and extra. 

That stated, Talkdesk’s experiences are somewhat clunky. They’re principally large tables that show lots of of metrics, oftentimes making it laborious to seek out the info you’re searching for. Nonetheless, it’s possible you’ll discover that the platform’s visible dashboards make up for it. You possibly can obtain the experiences and dashboards as PDFs or CSV information, and you may both share them by way of e mail immediately, or you possibly can schedule them to fireside month-to-month, weekly, day by day, and even hourly.

Buyer Expertise Analytics: Talkdesk’s Buyer Expertise Analytics is obtainable as a free add-on for the CX Cloud Elite plan and all the Expertise Cloud packages aside from Retail Cloud. This add-on covers all of the options crucial to gather, monitor, and apply buyer suggestions to your enterprise processes. One in every of Talkdesk’s instruments, Suggestions Circulate Builder, offers you a straightforward approach to design omnichannel buyer survey flows via a no-code interface—both from scratch or by way of pre-made templates that include the choice to make use of conditional logic to create branching questions. 

One other handy characteristic is how one can tag questions along with your KPIs (like buyer satisfaction and internet promoter rating). As soon as your survey is deployed, Talkdesk pulls info from respondents and shows it throughout the Dwell Suggestions Stream dashboard in real-time. It additionally exhibits different related metrics like whole survey responses, common response charges, and extra. Moreover, Talkdesk makes use of generative AI to observe voice and text-based interactions. It could possibly pinpoint key subjects with their related shifts in buyer intentions and sentiments all through conversations.

That is the place the platform’s CX Sensors characteristic can even turn out to be useful, because it permits you to set particular key phrases as alerts. As soon as Talkdesk identifies these key phrases in buyer conversations, it’s going to ship notifications so you possibly can step in and supply teaching to keep away from additional escalations. 

Compliance: Talkdesk is PCI DSS Degree 1, HIPAA, GDPR, and ISO 22301 compliant, so it offers top-notch safety and knowledge safety. 

Integrations: Talkdesk presents over 60 native integrations with CRM, workforce engagement, analytics instruments, and extra. You possibly can even entry extra third-party integrations by way of Talkdesk Connections.

The Unhealthy

Omnichannel Communication Restricted to Greater Tiers: The 2 starter packages power you to choose between voice communications and digital communications (like SMS, chat, and e mail). To have each, you must pay up.

Clunky Studies: The experiences are a bit complicated and it takes an pointless quantity of clicks to get to the knowledge you need

Costly: Though scalability is somewhat inexpensive, stepping into the platform is expensive. Talkdesk’s entry-level plan prices $85 per consumer monthly, which is on the excessive finish in comparison with a few of its rivals. 

Talkdesk Plans and Pricing

Talkdesk presents 4 tiers of its essential CX Cloud product and 5 industry-specific variations of its Expertise Clouds. 

CX Cloud Digital Necessities

Beginning at $85 per consumer monthly, Talkdesk’s entry-level digital package deal covers options associated to serving clients by way of chat, SMS, e mail, social media, and extra. 

Alternatively, you possibly can go for the package deal that features voice, however not digital channels. 

CX Cloud Necessities 

Additionally beginning at $85 per consumer monthly, Talkdesk’s entry-level voice package deal presents a big set of superior options, together with an automation builder, an AI-powered digital agent, and an agent interface designer. 

In fact, the shortage of omnichannel communications is a major disadvantage, as solely voice chat is obtainable at this stage. 

CX Cloud Elevate 

With costs beginning at $115 per consumer monthly, the CX Cloud Elevate package deal offers each voice and omnichannel digital communication—together with SMS, chat, and emails. 

Further functionalities embrace automated notifications, display recording, high quality administration, a survey builder, and entry to Talkdesk’s cellular app. 

CX Cloud Elite

The CX Cloud Elite plan begins at $145 per consumer monthly and unlocks the platform’s customized experiences and efficiency administration capabilities. 

This stage additionally offers you full entry to Talkdesk’s Guardian characteristic. Its essential perform is to trace your enterprise processes and rules to make sure all brokers observe the principles. There’s additionally a starter model of this performance within the CX Cloud Necessities plan.   

This pricing plan additionally permits you to choose one of many following add-on packages without cost: Proactive Outbound Engagement, Agent Help, Workforce Administration, and Buyer Expertise Analytics. 

Expertise Clouds

All of Talkdesk’s Expertise Cloud packages embrace the options discovered within the CX Cloud Elite tier, but additionally with extra industry-specific agent interfaces, workflows, and integrations. Additionally they include two free add-on packages from the alternatives talked about within the CX Cloud Elite part above. 

The 5 Expertise Cloud packages are as follows: 

• Monetary Companies Expertise Cloud for Insurance coverage
• Monetary Companies Expertise Cloud for Banking 
• Healthcare Expertise Cloud 
• Retail Expertise Cloud 
• CX Cloud FEDRamp Version

In contrast to the opposite industry-specific options, the Retail Expertise Cloud contains two additional options: Agent Help and CX Sensors. Nonetheless, it lacks the choice to decide on the 2 free add-ons.

Lastly, the CX Cloud FEDRamp Version is designed for U.S. authorities companies and better training establishments. Some unique options embrace BYOC (Deliver Your Personal Provider) help, US-only buyer care, and enhanced safety. 

How We Evaluation Contact Heart Options

We evaluation contact heart software program, together with Talkdesk, utilizing the next standards:

• Simple setup: How briskly the onboarding course of was and whether or not we encountered any points when migrating our knowledge to the platform or integrating it with our different programs.
• Consumer-friendliness: Was the UI intuitive? Did we discover the options we needed the place we anticipated them to be? 
• Inbound name dealing with: Did it provide the mandatory options to maintain wait instances to a minimal throughout spikes in name volumes? 
• Outbound dialers: How briskly had been we capable of make calls? 
• Employees engagement Did the platform provide instruments to maintain brokers motivated and productive? 
• Coaching options: May we simply monitor agent efficiency? Did now we have any approach to go away suggestions and schedule teaching classes throughout the platform?  
• Workflow automation: What enterprise processes might we automate and was it straightforward to take action?
• Analytics: What kind of metrics might we analyze and the way accessible was that info? Did now we have to dig via experiences?
• Buyer help: How briskly and useful had been the shopper help groups? What did different Talkdesk customers must say about them? 
• Worth for the value: Do the options justify the platform’s pricing? How does it evaluate to its rivals?

Try our full information to the very best contact heart options if you wish to be taught extra about our high picks–Nextiva’s our favourite and high choose for most individuals should you’re searching for a fast reply. 

Talkdesk FAQs

What’s Talkdesk used for? 

Talkdesk helps companies ship higher customer support experiences via its broad set of superior options. 

As an example, the platform’s survey builder and AI-powered sentiment evaluation instruments permit firms to determine areas for enchancment in service high quality straight from the supply—the shoppers themselves. 

In the meantime, Talkdesk’s customizable agent workspaces, gamified leaderboard, and agent help options assist workers keep motivated and enhance productiveness. 

Is Talkdesk a cellphone system? 

Talkdesk is a Contact Heart as a Service (CCaaS) platform. Other than voice chat, it additionally permits firms to deal with communication by way of e mail and net chat. 

Which firms use Talkdesk? 

Talkdesk is utilized by many world-renowned companies together with Patagonia, IBM, Canon, Fujitsu, and extra.

Is Talkdesk a part of Salesforce?

Salesforce doesn’t personal Talkdesk, however they’re companions. The Talkdesk for Salesforce integration brings contact heart functionalities on to Salesforce. 

Service brokers and gross sales representatives can provoke buyer conversions by way of voice and SMS inside Salesforce’s UI, in addition to profit from a couple of additional options equivalent to name center-specific experiences. 

How do I monitor a name on Talkdesk?

To observe a name in Talkdesk, you’ll first have to create a dashboard with the Dwell Brokers Listing or Dwell Contact Lists widgets chosen. 

When you’ve already executed that, observe these steps: 

• Navigate to the Dwell dashboard inside Talkdesk 
• Click on on the Extra Choices button subsequent to a selected agent or name (relying on the widget) 

Choose Monitor