Talkdesk Features

Based on 308 Talkdesk reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins.

Based on 282 Talkdesk reviews and verified by the G2 Product R&D team. Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Based on 268 Talkdesk reviews and verified by the G2 Product R&D team. Uses an algorithim to predictive when an operator will be available to handle their next call.

Based on 254 Talkdesk reviews and verified by the G2 Product R&D team. Ensures that the caller experience is seamless across their entire call.

Based on 240 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 243 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 337 Talkdesk reviews and verified by the G2 Product R&D team. Record 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 232 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 228 Talkdesk reviews and verified by the G2 Product R&D team. Presents a prerecorded audio message when the call is answered.

Based on 249 Talkdesk reviews and verified by the G2 Product R&D team. Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

Based on 214 Talkdesk reviews and verified by the G2 Product R&D team. Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry.

Based on 252 Talkdesk reviews and verified by the G2 Product R&D team. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications.

The platform is able to automatically determine how to resolve help tickets without assistance by human agents 50 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 This feature was mentioned in 50 Talkdesk reviews.

Based on 50 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 148 Talkdesk reviews. Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.

Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 141 Talkdesk reviews.

Based on 144 Talkdesk reviews. Provide workflows to create and escalate issues related to risks and requests

Based on 150 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. This feature was mentioned in 161 Talkdesk reviews.

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 168 Talkdesk reviews.

Based on 223 Talkdesk reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks

Based on 241 Talkdesk reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.

Based on 244 Talkdesk reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.

Based on 194 Talkdesk reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.

Based on 201 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 142 Talkdesk reviews. Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.

Ensures user access management, data lineage, and data encryption 138 reviewers of Talkdesk have provided feedback on this feature.

Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. This feature was mentioned in 141 Talkdesk reviews.

Perform ad-hoc or ongoing IT audits at different levels of the company. This feature was mentioned in 139 Talkdesk reviews.

Identify risk data attributes such as description, category, owner, or hierarchy. This feature was mentioned in 129 Talkdesk reviews.

Based on 130 Talkdesk reviews. Protects data with some form of encryption as it leaves your secure or local network.

Based on 138 Talkdesk reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data.

Requires a second level of authentication, such as sms messaging or customized tokens, to access data. This feature was mentioned in 126 Talkdesk reviews.

As reported in 354 Talkdesk reviews. Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring 325 reviewers of Talkdesk have provided feedback on this feature.

Generates quality and performance reports This feature was mentioned in 362 Talkdesk reviews.

Based on 340 Talkdesk reviews. Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback This feature was mentioned in 363 Talkdesk reviews.

Tools for educating and training agents 351 reviewers of Talkdesk have provided feedback on this feature.

As reported in 345 Talkdesk reviews. Integrates with other customer service or CRM software

Helps ensure customer privacy and data protection 347 reviewers of Talkdesk have provided feedback on this feature.

Based on 781 Talkdesk reviews and verified by the G2 Product R&D team. Provides voice call functionality.

Based on 504 Talkdesk reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.

Based on 490 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 482 Talkdesk reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.

Based on 511 Talkdesk reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Based on 925 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 946 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 797 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 539 Talkdesk reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.

Based on 555 Talkdesk reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.

Based on 679 Talkdesk reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.

As reported in 676 Talkdesk reviews. Populates CSR's screen with available customer data.

Based on 622 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 874 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 893 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 980 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 680 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 542 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.

Allows supervisors/managers to record and review telephone conversations of agents. This feature was mentioned in 198 Talkdesk reviews.

As reported in 201 Talkdesk reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Enables the creation of an internal repository of knowledge articles 143 reviewers of Talkdesk have provided feedback on this feature.

Provides workflows for writing, editing, approving, and publishing knowledge article content This feature was mentioned in 140 Talkdesk reviews.

Helps users understand which knowledge articles are working and identifies areas of improvement This feature was mentioned in 145 Talkdesk reviews.

Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query 142 reviewers of Talkdesk have provided feedback on this feature.

Analyzes customer support tickets or conversations to suggest relevant knowledge articles 136 reviewers of Talkdesk have provided feedback on this feature.

Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues 132 reviewers of Talkdesk have provided feedback on this feature.

Is able to process inquiries submitted by text data from live chat, email, or SMS 50 reviewers of Talkdesk have provided feedback on this feature.

Based on 51 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 51 reviewers of Talkdesk have provided feedback on this feature.

Based on 42 Talkdesk reviews. How satisfied are you with this app/integration in the ServiceNow ecosystem?

As reported in 41 Talkdesk reviews. How valuable is it to be able to use this product with ServiceNow?

Provides personalized responses to interlocator based on segmentation or past responses.

Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.

Can have a natural, human-like conversation with an interlocator.

Allows business to edit conversations to meet the unique needs of one's business.

Gives users the ability to update systems, like CRM, based on conversations.

Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.

Based on 162 Talkdesk reviews. Allows inflow of requests through various digital channels such as email, social media, etc.

Allows users to access the software using mobile devices. This feature was mentioned in 170 Talkdesk reviews.

Provides queue management in case of increase in case/call inflow. 193 reviewers of Talkdesk have provided feedback on this feature.

Allows distribution of incoming calls to agents. This feature was mentioned in 196 Talkdesk reviews.

As reported in 196 Talkdesk reviews. Allows users to request a call back.

As reported in 186 Talkdesk reviews. Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Based on 188 Talkdesk reviews. Allows automatic distribution of incoming calls to the agents.

Based on 243 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 224 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 193 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 203 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 200 Talkdesk reviews and verified by the G2 Product R&D team. Allows users to access the software using mobile devices.

Allow managers/supervisors to monitor calls for quality assurance purposes. 194 reviewers of Talkdesk have provided feedback on this feature.

Allows managers/supervisors to evaluate the performance of agents. This feature was mentioned in 186 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 This feature was mentioned in 51 Talkdesk reviews.

Based on 50 Talkdesk reviews. Multilingual capabilities allow the AI to process inquiries from many languages

As reported in 48 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

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate the process of generating and qualifying sales leads.

Allows users to automate the handling, processing, and management of documents.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.