TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.
| Product | Market Share (%) |
|---|---|
| TalkDesk | 4.1% |
| Amazon Connect | 19.9% |
| Genesys Cloud CX | 17.4% |
| Other | 58.6% |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| Genesys Cloud CX | 4.4 | 17.4% | 100% | 12 interviewsAdd to research |
| Five9 | 4.3 | 13.4% | 100% | 24 interviewsAdd to research |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 4 |
| Large Enterprise | 4 |
| Company Size | Count |
|---|---|
| Small Business | 31 |
| Midsize Enterprise | 9 |
| Large Enterprise | 42 |
TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.
Additional features to emphasize:
Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.
The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.
In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.
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| Author info | Rating | Review Summary |
|---|---|---|
| Infrastructure Architect at Bank of the Philippine Islands (BPI) | 4.0 | I primarily use TalkDesk for contact center operations, leveraging its valuable call routing and campaign features. These integrate seamlessly with Salesforce, enhancing customer service. However, customization for cloud storage could be improved. We chose TalkDesk after considering Twilio and Cisco. |
| Developer at Ashley Furniture | 4.0 | I develop IVR applications and use TalkDesk for Ashley Furniture's app. TalkDesk Studio is great for creating outbound campaigns, but the platform is slow compared to others. Better documentation is needed for smoother agent mapping and report downloading. |
| Regional Telephony Manager at a comms service provider with 51-200 employees | 4.0 | I've used TalkDesk for three years for inbound calls, quality management, and integrations. It's user-friendly and effective, though the dialer needs improvement. Integration and automation are strong, but support could be more responsive with direct call options. |
| Solutions Architect at B2B | 4.0 | We implemented TalkDesk to improve customer experience, productivity, and operational efficiency. While customizable dashboards need enhancement, the cloud solution boosts ROI by automating tasks, increasing agent productivity, and offering a user-friendly interface. It's ideal for seamless integration and business improvements. |
| Head Of Telemarketing at Goldenergy | 4.0 | I use TalkDesk for calls and campaigns due to its ease of flow management and seamless integration without needing extra hardware. While it excels in inbound calls, it lacks features for outbound campaigns. Transitioning from Avaya improved our flexibility. |
| Technical Program Manager at WhiteHat Jr | 4.0 | We use TalkDesk for automatic call routing, which improves our response time by 70%-80%. The tool is user-friendly, integrates generative AI, and reduces agent dependency. However, it could further automate features to minimize manual tasks. |
| Engeniering cloud at a insurance company with 201-500 employees | 4.5 | We are a middle to large insurance enterprise using TalkDesk to enhance reporting and customer relations. It offers scheduled calls during busy hours, improving our response time and workforce. Previously, we used Microsoft and are currently evaluating Mimecast, deployed on Microsoft Azure. |
| Agile Project Manager at World Vision Canada | 4.5 | I use TalkDesk for managing calls and donations at a nonprofit call center. It integrates with systems like Teams and supports text messaging and sentiment analytics. However, we experienced issues with bulk SMS functionality. |
