Talkdesk Enterprise Cloud Contact Center-logo

Talkdesk Enterprise Cloud Contact Center - Contact Center

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  • Deployment:
  • Company Size:SML
  • Features:
  • Platforms:
  • Pricing:

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Details

Talkdesk is a cloud-based call center software that helps companies improve their customer satisfaction while reducing the customer support costs. A Talkdesk call center can be set up in 5 minutes. It offers all enterprise call center features like advanced routing, IVR, ACD, without the complexity not the costs.

The solution integrates with most the existing business applications such as InfusionSoft, Salesforce.com, Zendesk, Desk.com and Shopify, and offers even deeper integrations with CTI widget, such as the Talkdesk Salesforce CTI Widget that allows to make and receive calls directly from Salesforce.

Key Features

  • Advanced Call Features: Call recording help ensure high quality service, call control provides seamless experience, call queues enhance the caller’s waiting experience, voicemail transcription keeps you posted. Other features include call disposition codes, notes, outbound caller ID, unlimited concurrent calls, call blocking, etc.
  • Advanced Routing: Automatic Call Distributor (ACD), Skill-based routing and Interactive Voice Response (IVR) route callers to the most qualified agent as the call connects, based on custom criteria. Intelligent reconnect automatically connects callers with the right rep when the call drops.
  • Monitoring and Reporting: Call monitoring and call barging help increase customer satisfaction. Talkdesk offers numerous reporting options to easily access the call center’s performance. Historical and real-time reports help optimize KPIs. Agent reports assess the team and individual performances. A dozen of prebuilt reports lets you track critical metrics and data points.

Features

Pricing Model
  • Monthly subscription per user
  • Monthly subscription
  • Yearly subscription per user
  • Monthly site license
  • Yearly site license
  • Metered per minute
  • Flat fee
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Mobile Apps Offered
  • None
  • iOS
  • Android
Mobile friendly?
  • Yes
  • No
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Skill based routing
Outbound Calling Features
  • Auto dialer
  • Call list imports
  • Campaign Management
  • Outbound IVR
  • Multichannel communications
  • Multiple Initiative Management
Reporting Features
  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Up time assurance
Security/Compliance Features
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SSAE SOC 2 Type II Certified
  • TCPA
  • PCI
  • ISO/IEC 27001 Compliance
  • National DNC Compliance
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
Service Level Agreement
  • Yes
  • No

Pricing

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