Talkdesk

Want full visibility into your deals? Capture your call data.

About Talkdesk

Take your contact center into the digital age with a modern cloud solution. Talkdesk's intuitive user experience increases productivity, while 30+ out-of-the-box integrations allow you to take a unified approach to customer service.

Improve your sales process

Gong reveals what your best reps are doing differently over the phone: what questions they're asking, how they’re discussing pricing, and what their talk-to-listen ratio is. It then compiles the best plays into your winning playbook so you can spread the wisdom.

Search conversations

Find keywords in any sales conversation. Gong transcribes and indexes everything so you can easily find that call where your competitor was mentioned or make sure your reps are on script.

Enhanced collaboration

Easily share sales calls with customers or internally. Ask for feedback, tag team members to get them involved, and pinpoint areas for improvement. Encourage team collaboration and help reps win more deals together.

Speaker Separation Type: Mono Vs. Stereo Recording

Speaker separation type for this provider: Stereo

When Gong analyzes phone calls imported from modern PBX systems, audio is provided to Gong in two channels: one channel includes the recorded Gong user, and the other channel includes the customer. In addition, Gong knows which extension (or, in the more general case, which recorded Gong user) the call is associated with.

In this case, Gong associates one side of the call with the recorded Gong user and the other side with the other party. This ensures maximum accuracy as long as the PBX system records audio consistently across the channels.

How to Connect

Follow these steps to ensure that your TalkDesk is set up to properly work with Gong. Because TalkDesk stores their calls behind an OAuth wall for security Gong requires the following:

  • Call recordings pushed to Salesforce correctly.
  • You signing in with a TalkDesk Admin via Gong

Push Talkdesk calls into Salesforce

Make sure that you are pushing Tasks by following these steps (the link leads to a Talkdesk support page).

After you confirm Talkdesk calls are being recorded and tasks are being pushed to Salesforce, you need to go into your Salesforce and locate the Call Duration field on a task by following these steps.

Note

You must be an admin to perform these steps.

  1. Within Salesforce, go to your Setup page.
  2. On the left, under Build, search for and click Task Page Layouts.
  3. On the right, under Action, click Edit.
  4. Locate the Call Duration field and drag it to the Additional Information section on the layout.
  5. Click Save.

Set up Gong

  1. Go to Settings > Integrations > Telephony Systems,
  2. Click Add Telephony System and then Talkdesk.
  3. Enter the required details and click Connect.

    Important You need to sign into this with an ADMIN of your Talkdesk account.

  4. The Subdomain is the string before the talkdesk URL (company.talkdesk.com, subdomain is company).

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