--- title: "Talkdesk Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Talkdesk Software - reviews, pricing plans, popular comparisons to other AI Agents for Customer Support products and more." source_url: "https://www.capterra.com/p/132852/Talkdesk/" page_type: "product" language: "en" publication_date: "2026-10-19" --- # Talkdesk Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 19, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Talkdesk ## What is Talkdesk? Talkdesk is a customer experience software platform that helps customer service, sales, and support teams operate a human-AI hybrid workforce across voice and digital channels. Enterprise CCaaS supports the human workforce, while Customer Experience Automation (CXA) uses prior interactions to identify automation opportunities, enables teams to build agentic AI agents with natural language, test them before deployment, and continuously optimize them based on performance. CXA orchestrates work across AI agents, people, data, knowledge, systems, and governance. With Talkdesk, teams can manage omnichannel engagement, routing, workforce engagement, agent guidance, analytics, and self-service; use agentic AI to reason, act, and complete multi-step work; give employees and AI agents real-time context with governance and human oversight; apply industry-specific AI, workflows, and integrations across more than 12 industries; and deploy CXA with Talkdesk CCaaS or an existing contact center. ## What is Talkdesk used for? [Call Center](https://www.capterra.com/call-center-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Contact Center](https://www.capterra.com/contact-center-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 734 user reviews Reviews sentiment Positive 93% Neutral 5% Negative 2% Pros & cons Streamlined and efficient workflow Consistent and dependable performance Unstable internet-dependent connectivity Frequent unexpected call disconnections Starting price $85 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... - Customer Service / 2026 - Auto Dialer / 2025 - Call Center / 2025 - Call Recording / 2025 - Contact Center / 2025 - Predictive Dialer / 2025 - Telephony / 2025 - VoIP / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Talkdesk?[Manage this product listing](https://www.g2.com/products/talkdesk/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Talkdesk 4.5 (734) VS. [4.8 (338)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) Starting Price $85 Per User, Per Month Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.7 (731) Ease Of Use 4.8 (893) Value For Money 4.5 (515) Value For Money 4.7 (803) Customer Service 4.6 (586) Customer Service 4.8 (824) ## Talkdesk alternatives [4.6 (145)](https://www.capterra.com/p/136728/Readymode/reviews/) Starting price $239.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,094)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (832)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/132852/Talkdesk/alternatives/) ## FAQs about Talkdesk Overview ### What problems does Talkdesk solve? Talkdesk solves fragmented customer-call workflows by routing inbound calls, logging conversations and notes in CRM records, and giving agents click-to-dial access from Salesforce. Real-time dashboards, recordings, dispositions, and scheduled reports help contact-center managers monitor queues, coach agents, track service levels, and forecast staffing. Sales development and remote support teams benefit most. Answer based on 474 reviews Overview ### Which roles and teams benefit most from Talkdesk? Talkdesk is most used by customer service representatives, support associates, and member advocates who manage inbound calls, verify customer information, and document resolutions. Customer service managers and team leads monitor queues, coach agents, and track service performance, while sales and account teams handle outreach and follow-ups. IT administrators manage system configuration and access. Answer based on 727 reviews Overview ### What company size and industries is Talkdesk built for? Talkdesk is designed for customer service, sales, and support teams, with small businesses representing 51% of reviewers and Computer Software the top industry at 11%. It also serves midsize businesses (35%) and enterprises (14%), with Financial Services and Consumer Services each accounting for 8% of reviewers. Answer based on 734 reviews Features and Usability ### What are the key features of Talkdesk? Talkdesk includes core contact-center features such as call routing, automatic call distribution, click-to-dial, call recording, and real-time reporting. Differentiating capabilities include CRM integration with automatic call logging and inbound screen pops, plus call monitoring for quality assurance and coaching. These functions support inbound and outbound phone communication, agent oversight, and performance tracking. Answer based on 214 reviews Limitations ### Does Talkdesk have bugs or reliability issues? Talkdesk works reliably for many call centers, but users report occasional freezes, status errors, and browser-related glitches. Restarting the application, browser, or computer often resolves minor problems. Some teams also mention intermittent outages, dropped calls, and integration synchronization issues, while others find support and product updates address problems quickly. Answer based on 150 reviews Integrations ### Which third-party tools and platforms does Talkdesk integrate with? Talkdesk integrates with over 40 integrations, including CRM and service tools such as HubSpot Service Hub, Freshdesk, Freshservice, Help Scout, Kustomer, and Insightly CRM. It also connects with Jira, Azure Logic Apps, Azure Active Directory Domain Services, Calabrio ONE, LiveChat, and Krisp for workflow, identity, quality management, chat, and audio support. Answer based on 93 reviews Getting Started and Support ### How easy is it to onboard and train a team on Talkdesk? Talkdesk is generally easy to onboard for agents and nontechnical users, who reviewers say can learn core calling and navigation tasks quickly with little formal training. It offers live online training, webinars, documentation, and videos. Administrators and teams configuring integrations or advanced settings may need more time and guidance. Answer based on 49 reviews Getting Started and Support ### What customer support options does Talkdesk offer, and how do users rate the experience? Talkdesk offers email/help desk, FAQ/forum, knowledge base, phone support, and 24/7 live representative assistance. Users often describe support as responsive, helpful, and effective at resolving issues quickly. However, some report inconsistent technical troubleshooting, delayed billing responses, and difficulty getting timely help during outages or complex integration problems. Answer based on 172 reviews Features and Usability ### How reliable is Talkdesk call quality? Talkdesk provides generally clear, reliable VoIP calls for inbound and outbound customer conversations. Contact centers value browser-based calling, call routing, recordings, and callback options, while remote teams benefit from flexible access. Some users encounter delays or connection issues when internet service is unstable or integrations fail to load caller details. Answer based on 214 reviews ## Pros and Cons Streamlined and efficient workflow 97% positive reviews out of 179 Most reviewers describe ease of use as boosting productivity, simplifying tasks, and accommodating diverse business needs. Unstable internet-dependent connectivity 60% negative reviews out of 45 Most users comment connection issues arise with weak networks, leading to audio problems and occasional service interruptions. Consistent and dependable performance 97% positive reviews out of 39 Most users comment reliability ensures stable service, minimal disruptions, and dependable access for daily operations. Frequent unexpected call disconnections 79% negative reviews out of 38 Most users report call drops interrupt conversations, requiring restarts and causing frustration during important communications. Intuitive and simple navigation 97% positive reviews out of 31 Most reviewers indicate navigation is straightforward, with a user-friendly interface that simplifies finding essential features. Noticeable lag during calls 81% negative reviews out of 32 Most users report call delay causes overlapping conversations, slow responses, and impacts communication flow with clients. Anonymous User Client Operations Supervisor, 5,001 - 10,000 employees. "This cause delays in processing requests we are receiving." ## Features AI summary Based on 3,851 AI Agents for Customer Support reviews Capterra data shows that buyers of call center software rank the following features as their top priorities: - **Call Center Management** (**48%** of reviewers rated this feature as critical) - **Call Logging** (**44%**) - **Call Monitoring** (**44%**) Talkdesk supports all three of the features reviewers rate highest: **Call Center Management**, **Call Logging**, and **Call Monitoring**. Together, these capabilities help businesses oversee daily call center operations, keep accurate records of customer interactions, and review call activity for quality and performance, allowing teams to improve service consistency and respond more effectively to customer needs. Call Center Management 4.6 (28) 50.00% of 28 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Logging 4.6 (25) 52.00% of 25 reviewers that rated this feature as important or highly important Collects essential call data such as call origin, call destination, call length, and other transaction details Call Monitoring 4.5 (27) 48.15% of 27 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Call Recording 4.7 (31) 54.84% of 31 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Reporting/Analytics 4.3 (72) 51.39% of 72 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Contact Management 4.4 (58) 53.45% of 58 reviewers that rated this feature as important or highly important Manage, organize, and store contact information Talkdesk 336 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Access Management: Control and manage access to company resources - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Monitoring: Track and report on everything that happens within the system or network - Activity Tracking: Track and document all activities across devices, networks, and other systems - Adaptive Learning: Intuitive interface and user-friendly design which seamlessly integrate with existing workflows - Adaptive Responses: Allows the AI agent to learn from interactions and adapt its responses accordingly. - Administrator Access: Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. - Agent Availability: Offers complete visibility into agent availability to efficiently create and manage schedules. - Agent Interface: Agents can view and manage all customer requests and interactions. - Agent Scheduling and Assignment: Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. - Agent Self-Service: Allows agents to set their own preferences, request time off, and trade shifts. - Agentic Task Execution: Autonomously executes tasks such as scheduling, refunds, and renewals by integrating with external systems and APIs. - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI Summarization: Uses AI to condense large amounts of text, audio, or video data into a coherent form - AI Text Generation: Allows users to generate text based on a text prompt. - AI Text Summarization: Condenses long documents or text into a brief summary. - AI Text-to-Speech: Simulates human-like speech from text inputs. - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - Anonymity: Employee grievances, feedback, and complaints have channels of communication that are protected by anonymity - Answering Machine Detection: Screen and filter calls that get sent to voicemail inboxes/answering machines - API: Application programming interface that allows for integration with other systems/databases - Application Management: Track, manage and store the applications of potential future members, customers or candidates - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Archiving & Retention: Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes - Artificial Intelligence: AI technologies like NLP, NLU, and/or NLG are used to analyze and process text provided by customer interactions. - Attendance Management: Manage attendance for classes, shifts, meetings, or events - Audio Capture: Record audio or import/upload audio files - Auditing: Examine established processes and records to ensure accuracy, compliance, and policy adherence - Augmented Analytics: Analyze data and automatically generate insights using AI/ML technologies - Auto-Dialer: System that automatically dials calls - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automated Ticket Resolution: Allows the AI agent to autonomously resolve customer queries without human intervention. - Automatic Call Distribution: Distribute/route/connect calls - Automatic Outbound Dialer: Dials outbound calls automatically - Automatic Transcription: Use AI to convert voice into text automatically - Automation: Automates manual tasks such as visitor arrival and departure notifications, guest badge printing and contact information autofilling. - Autonomous Task Execution: Completes tasks independently without constant human intervention - Autoresponders: Create and automatically send premade copy in response to customer messages - Blended Call Center: A call center that both makes and receives calls - Branding: Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. - Calibration: Offers features for maintaining fair and consistent scoring - Call Analysis: Analyzes or facilitates the analysis of recorded and stored sales calls for insight - Call Back: Allows users to request a call back. - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Disposition: Track and report on call outcomes - Call List Management: Manage and track all past and future calls. - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Prioritization and List Optimization: Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scheduling: Schedule date and time for callbacks/follow-up calls or reminders - Call Scripting: Provide agents with a typical response for common call subject matter - Call Scrubbing: Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. - Call Tagging: Highlight specific time marks for annotation and review purposes - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transcription: Voice conversion to text - Call Transfer: Transfers live calls to other agents - Call Whispering: Displays a personalized message to the receiver of the call, offering details about the reason or origin of the call. - Callback Scheduling: Schedules callback times - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Campaign Specific Caller ID: Control the name and number that appears on outbound caller ID - Canned Responses: Shortcuts for inputting frequently used messages - Categorization/Grouping: Organize and group data or items based on various criteria - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - Co-Browsing: Allows agents to join a customer's browser session and navigate through the website with them. - Code-free Development: Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Collection of information: Can collect and store information from interlocators, such as email, phone number, etc. - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Communications Management: Record and track all relevant internal and external communications - Community Forums: Enables users to engage with other users to solve common issues. - Compliance: Implements policies and controls to help the organization meet various compliance certifications and standards, such as SOC 1, SOC 2, SSAE 18, ISO 27001, HIPAA and PCI DSS. - Compliance Monitoring: Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Concurrent Calling: Place a large or unlimited volume of calls simultaneously without diminishing the call quality. - Configurable Workflow: Configure existing workflows to meet your organization's needs - Contact Database: Centralized database of stakeholders and their contact information such as names, address, phone number etc. - Contact Management: Manage, organize, and store contact information - Contextual Engagement: Prompts agents to engage customers based on contextual data, such as product usage or conversation history. - Contextual Guidance: Interprets what a user is doing based on context and helps guide them through the process. - Contextual Response Generation: Enables the AI agent to provide accurate answers based on the context of customer inquiries. - Control: Empowers companies to govern their value streams efficiently and effectively. - Conversation Archiving: Archives conversations in a separate location for later reference. - Conversational AI: Utilize NLP or speech recognition to understand conversational requests and provide accurate, context-aware responses - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - CRM Integration: Integration with third-party CRM systems - Cross platform compatibility: Aids in syncing with multiple devices. - Cross-system Integration: Works across multiple software systems or databases - Customer Communication: Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customer Interaction Automation: Allows users to automate responses to customer inquiries across various channels. - Customer Journey Mapping: Visualize and analyze customer experience across all touchpoints and channels - Customer Profiles: Record customer information, purchase history, and other notes - Customer Scoring: Leverages technology to rate or "read" recordings to determine the impact of sales calls - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customer Surveys: Tool to send questionnaires to customers to gauge feedback - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable speech: Provides customizable speech speed and intonation. - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Customization: Create labels for products that contain required information such as colors, sizes, dates, etc. - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboards: An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization's Key Performance Indicators (KPIs) to enable instantaneous and informed decisions to be made at a glance. - Data Governance: Collection of processes, policies, and standards to manage the storage & usability of enterprise data - Data Import/Export: Import and export data to and from software applications - Data Security: Protect sensitive data for digital privacy - Data Transport: Protects data with some form of encryption as it leaves your secure or local network. - Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs - Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. - Decision Making: Makes informed choices based on available data and objectives - Decision Trees: Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues - Document Processing: Processes documents and extracts relevant information via metadata combing, native application imaging, and domain parsing. - Document Storage: Store and organize documents in a centralized system - Drip sequences: Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. - Email: Offers the ability to send unlimited emails directly from the server without incurring any additional cost. - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Employee Coaching Tools: Conduct & deliver coaching sessions to improve employee performance or facilitate development - Employee Database: Electronic storage of staff/employee contact information and job status in a centralized repository - Employee Management: Track employee schedules, availability, and performance across projects and tasks - Employee Reward Programs: Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs - Employee Scheduling: Assign working shifts or tasks to employees based on their availability - Employee Time Tracking: Track and measure time worked for employees - Encrypted communication: Allows communications to be secure and authenticated. - Escalation Handling: Allows the AI agent to identify when issues require human intervention and escalate them appropriately. - Evaluation: Provide criteria to evaluate carriers such as on-time delivery or quality of service. - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - Feedback: Provides thorough, actionable feedback regarding security vulnerabilities, or allows collaborators to do the same. - Feedback Collection: Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - File Transfer: Move files across different systems or networks - For Call Centers: Designed for call centers - For Contact Centers: Designed for contact centers. - For Sales Teams/Organizations: Caters to sales teams - For Sales/Marketing: Used as a promotional or demonstration tool in sales and marketing presentations - Forecasting: Form predictions based on past and present data/trends - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Geotargeting: Geographic location of visitors determines behavior of the software - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Human-in-the-loop (HITL): Agents pause for human input at key steps and hand off tasks when beyond their confidence or authority. - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Inbound Screen Pop: Populates CSR's screen with available customer data. - Independent Decision Making: Allows the AI agent to learn from interactions and adapt its responses accordingly. - Inquiry Routing: Allows the AI agent to route inbound inquiries to the appropriate team or individual based on context. - Integrations: Ability for the product to integrate with software to view and utilize contact and account buyer intent data (i.e. CRM software, marketing automation software, account- based marketing software, etc.) - Integrations Management: Identify which applications need to exchange data and enable these data connections - Intelligent Routing: When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to - Intelligent Search: Retrieves search results using various capabilities, including AI, ML and NLP - Intent Recognition: Helps understand a user's intentions/actions - Interaction Tracking: Track interaction history by documenting conversations for contacts - Intraday Management: Monitoring current trends & demands to identify and resolve staffing gaps - Inventory Management: Track and manage inventory levels to maintain proper supply - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Keyword Filtering: Monitor and collect information from social media based on specific keywords - Knowledge Base: Information repository that provides a means for information to be collected, organized, shared, searched and utilized. Allows customers to get answers to common questions. - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Base Utilization: Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. - KPI Monitoring: Tracking the status of previously identified performance measurements - Labor Forecasting: Predict labor requirements based on past and present data/trends - Language: Multilingual capabilities allow the AI to process inquiries from many languages - Language Detection: Identify different languages - Lead Capture: Automatically identify and save contact information of potential customers - Lead Development: Enables employees to denote potential customers. - Lead Management: Store information about leads or contacts and track, manage and nurture them throughout the sales process - Lead Qualification: Score a lead on their quality or likelihood to buy based on certain behaviors - Leaderboards: Boards that use custom metrics to show how leading performers compare to other individuals/teams - Learning: The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses - Leave Tracking: Manage and track employee attendance - List Management: Manage contacts across multiple mailing lists - Live Chat: Ability to chat online in real time - Machine Learning: Enable businesses to implement machine learning algorithms on business data such as sales and revenue - Manual Dialer: Agents choose who to call and when - Menu bars: Can provide interlocators with menus, through which they can choose a relevant response. - Mobile Access: Access software remotely via mobile devices - Mobile Optimization: Optimize content to ensure it is easily accessible for mobile users - Mobile SMS: Accepts contacts initiated through SMS or other mobile text functions. - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Campaign: Manage multiple campaigns in one system - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Factor Authentication: Request two or more credentials to prove user's identity before granting access to systems - Multi-Language: Manage and support multiple languages - Multi-step Planning: Ability to break down and plan multi-step processes - Multilingual Support: Provides users the ability to interact with the AI agent in multiple languages for global support. - Multilingualism: Can support effective translation for a wide variety of languages, even uncommon ones. - Multiple Data Sources: Allows users to manage data from a number of sources - Multiple Scoring Models: Create multiple models or equations for generating scores - Multiple voice actions: Provides multiple voice options like gender, tone and style. - Natural Language Interaction: Allows users to give natural-language instructions for browser-based tasks. - Notes Management: Allow users to create, edit, and sort multiple notes - Notifications: Reliably and visibly notifies the desired audiences of the latest product updates and directs them to the relevant documentation. - Offline Form: Form to collect visitor contact information when live chat isn't available - Omnichannel: Provides seamless approach to the consumer experience through all available shopping channels (Mobile, Social, Web, Point of Sale, catalog). Some times referred to Omni-Channel. - On-Demand Recording: Record the audio of phone conversations for quality assurance purposes - Online Time Clock: Track/log the amount of time employees worked per job using a timer - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Performance and Reliability: Payment gateway is consistently available (up-time) and allows users to complete tasks quickly because they are not waiting for the gateway to respond to an action they took. System scales with load. - Performance Evaluation: Allows managers/supervisors to evaluate the performance of agents. - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Playbooks: Tactical guides providing information and instructions for teams to navigate through tasks and processes - Policies and Controls: Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. - Power Dialer: System automatically dials the next number on the contact list after the previous call ends - Pre-Configured Bot: Existing bot models for AI-based tools commonly used for auditory and textual conversation methods - Pre-recorded Messages: Set of pre-recorded messages for candidates that can be shared before, during and after the video interview - Predictive Analytics: Predict future data based on historical data sets - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Predictive Dialing: Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. - Preview Dialer: System provides callee information to agent prior to the call to help determine whether or not to make the call - Preview Dialing: Presents information about the individual being called before the call begins. - Prioritization: Arrange tasks based on the level of priority or urgency - Privacy: Gives user the ability to remove sensitive data from your workflows without sacrificing data utility using techniques such as differential privacy. - Proactive Assistance: Uses webpage, tab, browsing session, or selected text context to generate responses and suggestions - Proactive Chat: Copy on the page or chat window encouraging the user to engage with the chat option - Proactive Customer Outreach: Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. - Proactive Engagement: Provides features for sending outbound messages to engage customers through proactive support. - Problem Solving: Allows the AI agent to identify and resolve issues without user intervention. - Productivity Analysis: Statistical data that helps identify improvement areas, delays or interruptions, and output of an employee - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Progressive Dialing: Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. - Publishing Workflows: Provides workflows for writing, editing, approving, and publishing knowledge article content - Quality: Ensure compliance with internal quality goals and with standards such as ISO 9000. - Quality Assurance: Systematic evaluation of various aspects of a project or service to prevent defects or issues - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Query Suggestions: See options for potential search queries within the system - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time: Translation support is provided with near real-time responses during customer engagement. - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-time Consumer-facing Chat: Engage in direct, instant messaging with consumers - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Recommendations: Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement - Recording: Record live video calls to play later - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Reports: Delivers insights into charger performance, energy consumption, revenue, and usage trends to optimize operations and maximize utilization. - Retention Tracking: Measures the retention rate and satisfaction of customers. - Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy. - Role-based access: Allows for varying access to chatbot and admin settings, depending on user, their role, etc. - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Route To Human: Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Sales Trend Analysis: Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. - Scheduled Recording: Automatically record calls at predetermined times - Scheduling: Plan availability and assign specific time slots for tasks and resources - Screen Recording: Record and save a video file of what is happening on a computer screen - Screen Sharing: Digitally share screen view with others - Seamless Escalation: Provides features for escalating conversations to the appropriate agent. - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Searchable Articles: Makes articles in the knowledge base searchable on the web. - Security: Ensures that the application itself is protected and assures data interacting with third-party plugins or integrations do not allow for unapproved access or privilege escalation. - Segmentation: Group leads or contacts based on their specific characteristics - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Self-Improving: Continuously refines and improves translation support methods. - Self-Serve Support: Enables customers to resolve queries or issues without the assistance of an agent. - Self-Service Search: Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - ServiceNow Integration: How satisfied are you with this app/integration in the ServiceNow ecosystem? - Session Queuing: Callers can be routed to a queue or placed on hold until an agent becomes available. - Session Summary Notes: Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. - Single Sign On: Allow users to access multiple services after entering their login credentials once - Skills Management: Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. - Skills Tracking: Track employee skills, competencies, training & qualifications - SMS Messaging: Send messages via SMS - Social: Provides tools specifically meant for socializing and meetign with colleagues - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Speech: Comprehends human speech and can transcribe it to text for processing - Speech Analytics: Provides some level of analytics based on keywords and vocal tones. - Speech Analytics and Sentiment Analysis: Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review. - Speech Recognition: Train your system to interpret and transcribe voice messages - Speech Synthesis: The ability of a bot to respond to user queries in synthesised voice - Speech-to-Text: Transcribes sales calls from speech to text - Speech-to-Text Analysis: Analyze, correct, and monitor speech for transcriptions or recordings - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Suggestions: Analyzes customer support tickets or conversations to suggest relevant knowledge articles - Support Ticket Management: Allow customers/users to submit support queries and service requests - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Targeted Emails: Sends automated emails to further engage clients and potential clients. - Task Execution: Provides the AI agent the ability to execute tasks without requiring constant user input. - Team Inbox: Provides a central location for help requests, helping employees respond sooner. - Text: Is able to process inquiries submitted by text data from live chat, email, or SMS - Text Mining: Transforming unstructured text into a structured format to identify meaningful patterns and new insights - Text to Speech: Turns text into natural sounding speech - Third-Party Integration: Addition of necessary external data, applications, tools, or features - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Ticket Resolution: The platform is able to automatically determine how to resolve help tickets without assistance by human agents - Time Off Management: Track and manage employee time-off, vacation, and sick leave requests - Training: Provided training to users/administrators to ensure ongoing success after consultanting engagement was complete - Transcripts: Export text transcripts for the chat between two or more individuals - Transcripts/Chat History: View messages sent by both parties during the chat conversation - Transfers/Routing: Transfer queries and organize messages between agents - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - Trend/Problem Indicators: Visually identify direction of development and areas that require attention - Triggered Notifications: Provides the ability to automate notifications based on user behavior - Two way messaging: Ability to support a two way messaging/conversation between customer and customer support agent - User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. to both internal and external users. - Value: How valuable is it to be able to use this product with ServiceNow? - Variable Workforce: Utilize third party services to cover unforeseen labor needs - Video Conferencing: Connect with meeting participants remotely over video - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Voice: Make and receive calls directly in the application. Track and record calls for analysis. - Voice Mail: Computer-based system that allows users to send and receive voice messages - Voice Messaging: Ability to send reminders via voice messaging - Voice Recognition: Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking - Volume: The translation engine is able to provide translation support to a large volume of translation requests. - Website Integration: Seamlessly integrates with 3rd party websites - Whisper Coaching: Allows a supervisor to listen to a call and train in real time. - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks - Workflow Optimization: Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.4 (703) 4.4 Based on 703 reviews ## Pricing Value for money 4.5 (515) Free Trial [View pricing plan details](https://www.capterra.com/p/132852/Talkdesk/pricing/) Digital Essentials $85.00 Per User,Per Month Voice Essentials $105.00 Per User,Per Month Elite $165.00 Per User,Per Month Industry Experience Clouds $225.00 Per User,Per Month Value for money 4.5 (515) 4.5 Based on 515 reviews ## Integrations [ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[ NetSuite](https://www.capterra.com/p/135757/NetSuite/)[ Microsoft Power BI](https://www.capterra.com/p/176586/Power-BI/)[ LiveChat](https://www.capterra.com/p/62194/LiveChat/)[ Keap](https://www.capterra.com/p/76390/Infusionsoft/)[ Fin](https://www.capterra.com/p/10031266/Fin/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (586) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (586) 4.6 Based on 586 reviews ## User reviews Overall rating 4.5 Based on 734 reviews Filter by rating 5(458) 4(225) 3(36) 2(7) 1(8) Mentioned topic Sorted by most recent DL Denis L. Customer service rep Transportation/Trucking/Railroad ### "Talkdesk2112" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 September 25, 2026 A modern, feature-rich contact center platform with strong AI capabilities, excellent CRM integrations. Pros Excellent CRM integrations, Easy-to-use interface. Reliable omnichannel support for voice, email, SMS, chat, Cons Pricing can be difficult to understand and often increases with add-ons. Support responsiveness is not consistent. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Client Operations Supervisor Real Estate ### "Talkdesk is very useful for Reports and Stats" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 2/10 April 22, 2026 Overall, Talkdesk is very useful and they have a quick customer service support who will assist when downtimes arise. Pros One thing I like about Talkdesk is the massive option of reports it is giving as it can be useful for generating statistics for the team. I also like how it is very easy to use as an admin. Cons There are issues getting delayed from time to time when integraring with another software we use which is ServiceNow. This cause delays in processing requests we are receiving. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. OD Olga D. Pharmacist Hospital & Health Care ### "Review from daily user" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 January 9, 2026 It works most of the time, however, it glitches often enough and doesn't dial certain leads, which otherwise are dialable in other systems or even in Talkdesk at a different time. Pros I like that it works most of the time and integrates well with Salesforce. It's fairly straightforward and efficient. Cons It lacks some features that would be helpful for multiple leads dialing, namely no predictive dialer, which would increase efficiency. Switched from [Dialpad](https://www.capterra.com/p/190976/Dialpad-Sell/) The team that i work for decided to switch for internal reasons. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Customer Experience Supervisor Hospitality ### "Great for handling call management" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 10/10 September 18, 2025 Pros Talkdesk is a great cloud phone system for e-commerce brands looking to tackle all aspects of a functioning D2C business Cons I think in an ideal world you've got a cloud calling software which is would be native to your CRM for the smoothest possible experience Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MH Makeda H. APD Resolution Specialist Insurance ### "Talkdesk review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 August 22, 2025 It's been okay so far. No real complaints that require major changes. I like the feature of answering a call when I am ready to answer. Pros The different options for my status. The tutorial to use the feature and the fact that it's user friendly. Cons It's not easy to transfer the caller with a person on the back line. And it tends to go offline sometimes. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Renata N. Gerente Information Technology and Services ### "CUIDADO COM ESSA EMPRESA" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 May 19, 2025 Contratamos a Talkdesk com o objetivo de auditar tickets por meio de inteligência artificial. Durante a venda, foi dito com clareza que precisaríamos trocar apenas nossa ferramenta de ligações, mas que poderíamos continuar usando o Zendesk — que é a ferramenta que utilizamos atualmente para gerenciar tickets de e-mail e chat. Na prática, tudo foi diferente. A consultoria indicada para a implementação demonstrou despreparo técnico, e após cinco meses de tentativas e retrabalho, a própria Talkdesk informou que a integração com o Zendesk, do jeito que foi prometido, simplesmente não funcionaria. Solicitamos as gravações das reuniões comerciais para comprovar o que foi oferecido, mas nos disseram que foram perdidas. Prometeram um reembolso parcial e, depois, o setor jurídico voltou atrás dizendo que “nada há a ser feito”. Tentamos marcar uma reunião entre os jurídicos, sem sucesso. Tivemos que insistir diversas vezes para obter respostas — a comunicação com a empresa é extremamente difícil. Reiteramos nosso pedido de cancelamento dos contratos e devolução dos valores pagos, diante da má-fé na condução e do vício de consentimento na contratação. Esperamos uma solução amigável, mas, caso contrário, tomaremos as medidas legais cabíveis. Fica o alerta para outras empresas: confirmem por escrito e testem tudo antes de fechar qualquer contrato com a Talkdesk. A experiência foi extremamente frustrante e a Talkdesk se isenta de qualquer responsabilidade. Pros O produto tem uma proposta boa, mas na prática, não é o que foi vendido. Não há pontos positivos para mencionar. Cons Falta de suporte, venderam algo que não foi entregue, dificuldade de contato e negociação, isenção de responsabilidade. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. LP Leslie P. Talent Support Specialist Consumer Services ### "Why Talkdesk" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 March 25, 2025 Talkdesk for the most part is pretty handy and useful. like being about to filter out thing when looking for a specific call or timeframe. Pros all the different features you can add or take away. Cons that it doesn't have a feature for noise cancellation. so that you can control the level of background noise that gets heard by the customer. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. GP George P. Talent - Payroll Specialist Human Resources ### "Talkdesk Review" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 20, 2025 I use Talkdesk every day at work to handle our company's phone lines. It is a great platform for inbound and outbound calling and I would definitely recommend it for beginners since it is easy to learn. The platform has good functionality, making it simple to save and edit caller data on the fly. Additionally, taking notes for calls is effortless and Talkdesk makes it easy for you to review your call logs and gather data. Pros Fast, responsive. Call quality is very good. Easy to take notes and gather data about calls. Cons I have nothing bad to say about Talkdesk. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RL Rebecca L. Strategy Coordinator Consumer Goods ### "Does what a phone tool needs to do. " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 February 11, 2025 I used Talkdesk in conjunction with Salesforce within a customer service team. The two tools worked together flawlessly to allow customers to call us, which is what we needed from a call tool. Pros Talkdesk is reliable and simple to use, does exactly what I needed it to. Cons Like many phone tools, I found Talkdesk's ring to be an awful and jarring sound, would love if each user could choose their own ringtone. Additionally, having to have a window for our CRM system and a seperate window for Talkdesk can be a little frustrating - I do with the integration was a little more smooth. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. TK Taylor K. Engineer Hospitality ### "Talkdesk the next generation" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 January 28, 2025 My overall experience started off complicated but once settling in with the correct devices I am quite enjoying it. Pros I like the configuration of the hardware once settled with the best suited one. Cons I dislike the lack of recommendation for figuring out which hardware is suited best for specific applications. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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