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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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
80 Likeliness to Recommend
96 Plan to Renew
76 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+81 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?
Pros
- Security Protects
- Respectful
- Trustworthy
- Performance Enhancing
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
Talkdesk CX Cloud Reviews
Alejandra B.
- Role: Sales Marketing
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Oct 2022
Talkdesk: Audits with call analysis for Big Data
Likeliness to Recommend
What differentiates Talkdesk CX Cloud from other similar products?
We can work from the Talkdesk platform to answer and make all our phone calls through the control team and audit the phone calls that subordinates have with our customers, through the auditor we send the collection of that data on phone calls for analysis, staff planning and agent performance.
What is your favorite aspect of this product?
Due to the simplicity and ease of using the tools for the product has all the features, including the ability to call anywhere highlighting that can reach international levels and taking out many of its variables in truth the platform is very complete at the structural level and tools for us who are carriers of the service as we also have a digital voicemail, contact management, analysis statistics and integration with CRMs.
What do you dislike most about this product?
It should have better performance in functions such as merging contact information, so as not to have numerous duplicate contacts in the list and the version in the web browser is not responsive at times and it is necessary to refresh the page to return to the page we were, add a report schedule also so that they can be visual as having a visual representation of the status of an agent throughout his shift.
What recommendations would you give to someone considering this product?
We had the opportunity to use other software because we did not know Talkdesk and we had many misfortunes along the way because it did not fulfill basic functions such as connecting all calls, which meant that a customer would call us and leave a message, but none of our agents were called or notified. And like that a lot of other problems. We recommend Talkdesk It is very suitable for large teams. We currently have a team of 75 people and it works great for us.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Efficient Service
Raul B.
- Role: Sales Marketing
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Oct 2022
Best communications center have ever worked with
Likeliness to Recommend
What differentiates Talkdesk CX Cloud from other similar products?
Since we have been using this software, communications with our clients have advanced and improved greatly, since we can attend them quickly from any of the available channels, in the same control panel. It has a user interface that is really simple to use and very friendly, making the whole team adapt to it quickly.
What is your favorite aspect of this product?
In the area of telephone service, it has important tools such as call recording and routing of each call, so that the most skilled agents can solve customer problems. This routing option also has other communication channels such as chats, email, messaging and more, so that all customers are served in order of priority and with the agents trained to meet their demand.
What do you dislike most about this product?
I imagine that, being such a complete software, it can slow down and be heavy at times, so having a good internet connection and a good computer, is important so that the program does not hang. To access the history of calls and customers is cumbersome, since it does not have a good search engine, to easily find the call, chats or customer we are looking for.
What recommendations would you give to someone considering this product?
It's a great tool because it's almost 100% online, but it's better to log in and call and do nothing else. Also, the exporting of caller groups is not very good. I like that it is primarily web based, and having to download the call bar to make calls makes it more difficult for the user. The design of the phone is a real drawback, TD only has one level design, so it can be difficult to sort through phones, especially when you have reps with multiple skills.
Pros
- Helps Innovate
- Reliable
- Caring
- Respectful
Max S.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jul 2022
Talkdesk for Salesforce is Fire!
Likeliness to Recommend
What differentiates Talkdesk CX Cloud from other similar products?
its ease of use and admin functions and building are easy to manage
What is your favorite aspect of this product?
I can log in on any device, and the single pane of glass with the new workspaces is awesome!
What do you dislike most about this product?
their digital platform has a lot of growth potential, but it has some gaps at the moment
What recommendations would you give to someone considering this product?
go for it! You will love the experience, and if you are migrating over from another CCaaS platform, it is very easy! No headache!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
