Talkdesk
TalkdeskExternal reviews
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Simple, functional programming and reliable!
What do you like best about the product?
My favorite thing about Talk desk is being able to access the Co pilot feature! It comes in handy when I’m trying to recap on important information or information I may have missed during the call!
What do you dislike about the product?
I wouldn’t say I dislike talk desk, but I think what can use an improvement is sometimes my Question glitch , it will say I have a call on Que I will be on green ready for a call and nothing will come through!
What problems is the product solving and how is that benefiting you?
What I think they are solving for me is keeping the call scrip right next to the conversations tab ! As I mentioned sometimes we miss important information and it’s very beneficial to be able to look over and see the call script and what was being said ! It helps me verify addresses and names !
Talkdesk review
What do you like best about the product?
Talkdesk Review: A Game-Changer for Modern Call Centers
Talkdesk has truly revolutionized the way I manage and support my team. The platform offers an impressive suite of tools that go far beyond basic call handling, making it an all-in-one solution for workforce management, quality assurance, and streamlined communication.
One of the standout features for me is the Workforce Management (WFM) system. It gives me real-time visibility into what my team is doing throughout the day—from when they log in, to their active statuses, scheduled breaks, and lunch times. This has helped tremendously in balancing workloads, planning ahead, and quickly identifying gaps in coverage. It’s especially helpful in keeping our day organized and ensuring we’re staffing appropriately during peak hours.
Another feature I can’t speak highly enough of is the Call Evaluation Forms. They make it incredibly easy and efficient to review team members’ calls. The forms are customizable, and using them has cut down our review time drastically while still maintaining quality and consistency. It allows us to provide timely feedback and coaching without digging through long recordings or jumping between systems.
One of the most powerful additions Talkdesk has brought to the table is the AI-powered transcription and summary notes. This feature automatically generates a script of every call and provides an AI-generated summary note. This has been a game changer when needing to quickly look back at a specific call—whether it’s for coaching purposes, conflict resolution, or simply to verify what was said. No more listening to entire calls just to find one key detail. It’s saved hours of time and improved our responsiveness across the board.
In short, Talkdesk has helped us become more efficient, more informed, and more consistent in our service. It empowers leadership with the tools we need to manage smarter, while also supporting agents with a smooth and intuitive interface. It’s clear that the platform was designed with both supervisors and frontline agents in mind.
Talkdesk has truly revolutionized the way I manage and support my team. The platform offers an impressive suite of tools that go far beyond basic call handling, making it an all-in-one solution for workforce management, quality assurance, and streamlined communication.
One of the standout features for me is the Workforce Management (WFM) system. It gives me real-time visibility into what my team is doing throughout the day—from when they log in, to their active statuses, scheduled breaks, and lunch times. This has helped tremendously in balancing workloads, planning ahead, and quickly identifying gaps in coverage. It’s especially helpful in keeping our day organized and ensuring we’re staffing appropriately during peak hours.
Another feature I can’t speak highly enough of is the Call Evaluation Forms. They make it incredibly easy and efficient to review team members’ calls. The forms are customizable, and using them has cut down our review time drastically while still maintaining quality and consistency. It allows us to provide timely feedback and coaching without digging through long recordings or jumping between systems.
One of the most powerful additions Talkdesk has brought to the table is the AI-powered transcription and summary notes. This feature automatically generates a script of every call and provides an AI-generated summary note. This has been a game changer when needing to quickly look back at a specific call—whether it’s for coaching purposes, conflict resolution, or simply to verify what was said. No more listening to entire calls just to find one key detail. It’s saved hours of time and improved our responsiveness across the board.
In short, Talkdesk has helped us become more efficient, more informed, and more consistent in our service. It empowers leadership with the tools we need to manage smarter, while also supporting agents with a smooth and intuitive interface. It’s clear that the platform was designed with both supervisors and frontline agents in mind.
What do you dislike about the product?
There is honestly nothing to dislike about Talkdesk. Every feature they offer is thoughtfully designed and works exactly as intended. From call monitoring to workforce management and AI-generated call summaries, everything runs smoothly and helps make managing a team so much easier. On the rare occasion there’s a technical issue, their support team is incredibly responsive and quick to resolve it. They’re reliable, innovative, and clearly invested in making their platform the best it can be. Highly recommend!
What problems is the product solving and how is that benefiting you?
Currently we do not have any issues that talkdesk is needing to resolve everything is running smoothly!
Great & Thorough Training
What do you like best about the product?
I recently completed the TalkDesk Certified Specialist training in TalkDesk Academy. I thought the training was very thorough, and I really liked that after every section, there was a short quiz. When I'm doing training, it's hard to focus on small but key specifics of the topic. This is where the quiz at the end comes into play. There will be a question that has two possible answers and I'm torn between them. Then I can go back into the training and review that specific section because I clearly missed a key aspect of the training. There are a lot of features that TalkDesk offers to admins so it's important to go through all of the trainings so you don't miss anything.
What do you dislike about the product?
TalkDesk is more complicated than other CCaaS solutions out there. This wasn't as intuitive or user friendly as other options that I've seen, but it wasn't the most complex either. Other than that, I think the solution has a lot of great offerings and features; it's just a bit complex on the admin side.
What problems is the product solving and how is that benefiting you?
TalkDesk is a great solution for the contact center space. I love that it has an offering for internal staff for every step of the cycle. The AI-powered omnichannel just elevates the customer experience, and provides the end user with an overall positive experience.
Quick and powerful solution to implement for the integration of AI tools
What do you like best about the product?
Simplicity of use and creation of routing paths. Integration of AI modules into the customer experience and the agent console.
What do you dislike about the product?
ability to improve on real-time report creation (number of indicators)
What problems is the product solving and how is that benefiting you?
issues of effective call distribution across agent groups. Accelerate 1st call resolution through the use of the Agent copilot
Great potential
What do you like best about the product?
The live call transcript is nice and the AI implementation usually useful. The fact it has capabilities to measure conversation tone and when reviewing agent calls allows supervisors to also see exactly what the agent did during the call is very nice. While routing doesn't always feel intuitive, the ability to change it on a dime is an enjoyable feature as well.
What do you dislike about the product?
Compared to similar software, the ability to search for cases based on keywords or specific targets without already knowing exactly what you're looking for is buggy at best. It does glitch regularly enough to be considered a downside and has a habit of importing incomplete customer information or merging multiple unrelated entities into one. The AI's ability to learn also remains in question, on that point at least this may be more user error than software however.
What problems is the product solving and how is that benefiting you?
For a company that provides a remote working environment, TalkDesk is providing an effective and easy way to communicate with customers while also simplifying collecting and reviewing data in many ways. As a Tier 2 employee this is helping me identify where agents need assistance and be ready to effortlessly accept a transfer or even jump into the queue myself.
Talkdesk has proven to be an intuitive and efficient tool for customer support.
What do you like best about the product?
Talkdesk is an intuitive and comprehensive platform for customer support, offering omnichannel service, intelligent routing, native CRM integrations, and real-time monitoring features. Its AI automation capabilities, detailed reporting, and cloud-based interface simplify daily tasks for agents and managers, improving efficiency, reducing handling time, and providing a faster, more personalized customer experience.
What do you dislike about the product?
Although Talkdesk is a robust platform, it has some limitations, such as difficulties in customizing reports and more complex workflows without technical support, as well as a learning curve for advanced features. There can also be occasional instabilities, complete dependence on the internet, and, in some cases, slow technical support.**
What problems is the product solving and how is that benefiting you?
such as long wait times, difficulty managing multiple channels, and lack of quick access to customer information. This has benefited my work by enabling faster, centralized, and more efficient service, improving customer satisfaction and making it easier to track interactions.**
Omnichannel Support, Data Driven AI, Full of Capabilities
What do you like best about the product?
I love how many capabilities there are, I started out in Talkdesk as a front end user and there was a bit of an adjustment phase. However, once you start diving in you can see how helpful the tools can be. Having AI help you while on calls is really beneficial to customer support and I feel like it gives the agents more confidence while on calls.
I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.
I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.
What do you dislike about the product?
I dislike having only 1500 characters to tell the chatbot everything she needs to be, I feel like there are corners I am cutting while trying to teach her. I also find it frustrating that we can't have the bot escalate customers to the agents after hours.
What problems is the product solving and how is that benefiting you?
I think that talkdesk is solving our excess calls with product questions and subscription inquiries. By using Hannah (AI Chatbot) on the website customers are finding the answers they are needing and are being helped. This is benefiting me by reducing the amount of inbound phone calls, which in turn is benefiting our customers by lowering the time they are waiting to be helped.
Very easy and efficient
What do you like best about the product?
What I like best about Talkdesk is the new AI macros—they’ve really streamlined our workflow and saved time on repetitive tasks. I also appreciate how user-friendly the platform is, which makes training and navigation easy. It’s a great tool for keeping track of cases efficiently and staying organized throughout the day. It’s made a big difference!
What do you dislike about the product?
I don’t have many negatives to say about Talkdesk—it’s been a great tool overall. If I had to point out something, it would be that cases don’t always link together when a customer calls multiple times on the same day. It would be helpful if those interactions automatically connected for better case tracking and continuity.
What problems is the product solving and how is that benefiting you?
Talkdesk helps streamline my daily customer support calls by efficiently managing inbound calls and automatically creating cases. It keeps everything organized in one place, which saves time and reduces manual work. The integration and case-tracking features help me stay on top of customer issues and provide more consistent, accurate support.
Talk Desk keeps all the tools necessary for a successful day readily available!
What do you like best about the product?
Unique features and extremely user friendly.
What do you dislike about the product?
Somewhat slow loading processes with the AI feature.
What problems is the product solving and how is that benefiting you?
Generating customer conversations, makes taking notes easy. As well as reflecting back on conversations without having to listen to a call.
The Evolution of Talkdesk
What do you like best about the product?
What I like best about Talkdesk is the AI aspect and its ability to learn and adapt whether it's our company's work flow, spellings of names, price details, etc. Using this platform everyday definitely benefits its intelligence. Overtime, it integrates our company's knowledge with it's knowledge making our Customer Support role very efficient. I also like the AI tool to revamp our emails. It gives the company a more professional tone when interacting via email resulting in clarity. Talkdesk itself makes things more detailed yet simple. It allows me as a customer service representative to have a full, easy view and access of what our day will consist of and also how busy we are, etc. Copilot also has great features. It is exactly what its name is.. I'm the pilot of Talkdesk but when I am unsure or need assistance, I have my copilot. Using Talkdesk definitely helps execute our customer support position in numerous ways and also helps maintain the integrity of our company.
What do you dislike about the product?
Talkdesk has a few dislikes. There are times where AI will not generate the description of the call leading to wasted time and a lack of time to type out the expected detailed notes. When this occurs, if we do not type our detailed notes in time we are at risk of losing all our notes if the submission time runs out. The issue I run into most is the inability to send emails. Once this error occurs, we have to manually create the emails which again results in extra steps and wasted time.
What problems is the product solving and how is that benefiting you?
A few problems Talkdesk solves for us is efficiency and clarity on and after our calls. It provides a section for everything as it basically walks you through how to solve a case. It summarizes calls to the best of its ability which also helps verify information. We have access to see the words/ script of our phone interaction which again provides clarity because if we are unsure of what a customer says, we can always scroll to see.
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