Talkdesk Features

As reported in 320 Talkdesk reviews. Presents information about the individual being called before the call begins.

As reported in 293 Talkdesk reviews. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Based on 251 Talkdesk reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time.

Based on 255 Talkdesk reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves.

Based on 349 Talkdesk reviews and verified by the G2 Product R&D team. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Based on 244 Talkdesk reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine.

Based on 260 Talkdesk reviews and verified by the G2 Product R&D team. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.

Based on 226 Talkdesk reviews and verified by the G2 Product R&D team. Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

The platform is able to automatically determine how to resolve help tickets without assistance by human agents 73 reviewers of Talkdesk have provided feedback on this feature.

The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence 74 reviewers of Talkdesk have provided feedback on this feature.

Based on 74 Talkdesk reviews. 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

As reported in 40 Talkdesk reviews. Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. 39 reviewers of Talkdesk have provided feedback on this feature.

Allows users to automate the handling, processing, and management of documents. This feature was mentioned in 38 Talkdesk reviews.

Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. 167 reviewers of Talkdesk have provided feedback on this feature.

As reported in 160 Talkdesk reviews. Operationalizes data delivery workflows to easily scale repeatable preparation needs

Provide workflows to create and escalate issues related to risks and requests This feature was mentioned in 163 Talkdesk reviews.

Based on 168 Talkdesk reviews. Integrates with live chat, chatbots, help desk, or other customer service software

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 180 reviewers of Talkdesk have provided feedback on this feature.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took This feature was mentioned in 187 Talkdesk reviews.

Based on 239 Talkdesk reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks

Based on 257 Talkdesk reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.

Based on 260 Talkdesk reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.

Based on 210 Talkdesk reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.

Based on 217 Talkdesk reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

As reported in 161 Talkdesk reviews. Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.

As reported in 157 Talkdesk reviews. Ensures user access management, data lineage, and data encryption

Based on 160 Talkdesk reviews. Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.

As reported in 158 Talkdesk reviews. Perform ad-hoc or ongoing IT audits at different levels of the company.

Based on 148 Talkdesk reviews. Identify risk data attributes such as description, category, owner, or hierarchy.

Based on 149 Talkdesk reviews. Protects data with some form of encryption as it leaves your secure or local network.

Allows administrators to set user access privileges to permit approved parties to access sensitive data. 157 reviewers of Talkdesk have provided feedback on this feature.

Requires a second level of authentication, such as sms messaging or customized tokens, to access data. 145 reviewers of Talkdesk have provided feedback on this feature.

Based on 372 Talkdesk reviews. Provides tools for evaluating customer interactions

As reported in 343 Talkdesk reviews. Offers features for maintaining fair and consistent scoring

Generates quality and performance reports This feature was mentioned in 380 Talkdesk reviews.

Based on 358 Talkdesk reviews. Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback 381 reviewers of Talkdesk have provided feedback on this feature.

Tools for educating and training agents 369 reviewers of Talkdesk have provided feedback on this feature.

Integrates with other customer service or CRM software 363 reviewers of Talkdesk have provided feedback on this feature.

Based on 365 Talkdesk reviews. Helps ensure customer privacy and data protection

Based on 821 Talkdesk reviews and verified by the G2 Product R&D team. Provides voice call functionality.

Based on 542 Talkdesk reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.

Based on 527 Talkdesk reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.

Based on 518 Talkdesk reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.

Based on 548 Talkdesk reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Based on 963 Talkdesk reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Based on 984 Talkdesk reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.

Based on 835 Talkdesk reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Based on 577 Talkdesk reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.

Based on 592 Talkdesk reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.

Based on 716 Talkdesk reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.

Populates CSR's screen with available customer data. This feature was mentioned in 714 Talkdesk reviews.

Based on 660 Talkdesk reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Based on 913 Talkdesk reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Based on 929 Talkdesk reviews and verified by the G2 Product R&D team. 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.

Based on 1017 Talkdesk reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Based on 716 Talkdesk reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Based on 578 Talkdesk reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

As reported in 224 Talkdesk reviews. Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 228 reviewers of Talkdesk have provided feedback on this feature.

Enables the creation of an internal repository of knowledge articles This feature was mentioned in 162 Talkdesk reviews.

Provides workflows for writing, editing, approving, and publishing knowledge article content 159 reviewers of Talkdesk have provided feedback on this feature.

As reported in 164 Talkdesk reviews. Helps users understand which knowledge articles are working and identifies areas of improvement

As reported in 161 Talkdesk reviews. Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query

Based on 155 Talkdesk reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles

Based on 151 Talkdesk reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues

Is able to process inquiries submitted by text data from live chat, email, or SMS 74 reviewers of Talkdesk have provided feedback on this feature.

Based on 75 Talkdesk reviews. Comprehends human speech and can transcribe it to text for processing

The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries 75 reviewers of Talkdesk have provided feedback on this feature.

As reported in 45 Talkdesk reviews. How satisfied are you with this app/integration in the ServiceNow ecosystem?

Based on 44 Talkdesk reviews. How valuable is it to be able to use this product with ServiceNow?

Based on 260 Talkdesk reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules.

Based on 241 Talkdesk reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Based on 210 Talkdesk reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Based on 220 Talkdesk reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts.

Based on 216 Talkdesk reviews and verified by the G2 Product R&D team. Allows users to access the software using mobile devices.

As reported in 220 Talkdesk reviews. Allow managers/supervisors to monitor calls for quality assurance purposes.

As reported in 212 Talkdesk reviews. Allows managers/supervisors to evaluate the performance of agents.

As reported in 189 Talkdesk reviews. Allows inflow of requests through various digital channels such as email, social media, etc.

Based on 198 Talkdesk reviews. Allows users to access the software using mobile devices.

Based on 221 Talkdesk reviews. Provides queue management in case of increase in case/call inflow.

Allows distribution of incoming calls to agents. This feature was mentioned in 223 Talkdesk reviews.

Allows users to request a call back. This feature was mentioned in 222 Talkdesk reviews.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. 212 reviewers of Talkdesk have provided feedback on this feature.

Based on 214 Talkdesk reviews. Allows automatic distribution of incoming calls to the agents.

As reported in 75 Talkdesk reviews. 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

Multilingual capabilities allow the AI to process inquiries from many languages This feature was mentioned in 74 Talkdesk reviews.

Based on 70 Talkdesk reviews. The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Simulates human-like speech from text inputs. 100 reviewers of Talkdesk have provided feedback on this feature.

Simulates human-like speech from text inputs. This feature was mentioned in 185 Talkdesk reviews.

Condenses long documents or text into a brief summary. 52 reviewers of Talkdesk have provided feedback on this feature.

Allows users to generate text based on a text prompt. 81 reviewers of Talkdesk have provided feedback on this feature.

Condenses long documents or text into a brief summary. This feature was mentioned in 80 Talkdesk reviews.

Condenses long documents or text into a brief summary. 16 reviewers of Talkdesk have provided feedback on this feature.

Based on 37 Talkdesk reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Based on 38 Talkdesk reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.

Based on 38 Talkdesk reviews. Provides the AI agent the ability to execute tasks without requiring constant user input.

Based on 38 Talkdesk reviews. Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to autonomously resolve customer queries without human intervention. This feature was mentioned in 39 Talkdesk reviews.

As reported in 39 Talkdesk reviews. Enables the AI agent to provide accurate answers based on the context of customer inquiries.

As reported in 40 Talkdesk reviews. Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Based on 41 Talkdesk reviews. Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support. This feature was mentioned in 38 Talkdesk reviews.

As reported in 39 Talkdesk reviews. Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Based on 39 Talkdesk reviews. Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately. 39 reviewers of Talkdesk have provided feedback on this feature.

Based on 42 Talkdesk reviews. Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Helps in understanding different accents, dialects, and speech patterns.

Helps to generate human-like speech responses.

Provides customizable speech speed and intonation.

Provides multiple voice options like gender, tone and style.

Allows communications to be secure and authenticated.

Aids in syncing with multiple devices.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input 24 reviewers of Talkdesk have provided feedback on this feature.

As reported in 24 Talkdesk reviews. Works across multiple software systems or databases

Engages in human-like conversation for task delegation 24 reviewers of Talkdesk have provided feedback on this feature.

Anticipates needs and offers suggestions without prompting This feature was mentioned in 24 Talkdesk reviews.

As reported in 31 Talkdesk reviews. Capability to perform complex tasks without constant human input

Based on 31 Talkdesk reviews. Works across multiple software systems or databases

As reported in 31 Talkdesk reviews. Engages in human-like conversation for task delegation

As reported in 31 Talkdesk reviews. Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.

Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.