We mainly use TalkDesk for inbound calls, dialers, SMS, and other digital solutions. We also use it for quality management and recording solutions.
Talkdesk
TalkdeskExternal reviews
2,461 reviews
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Great call clarity and helpful AI tool
What do you like best about the product?
Talkdesk has been such a great tool to have at work. It is very user-friendly and easy to use. I use it every day, all day, with minimal issues. I love having the calls be written out on the side when talking with a customer, so if I cannot hear them or my mic cuts out at all, I have that to look at and refer to. It has been a lifesaver multiple times! I can easily track my performance through Talkdesk as well.
What do you dislike about the product?
The only issue I have experienced with Talkdesk is that sometimes the AI and the transcription don't work properly, but it is not often, and it isn't the end of the world.
What problems is the product solving and how is that benefiting you?
Talkdesks provides me with a simple easy to use service that lets me work from home.
Product enhancements improve user experience and streamline operations
What is our primary use case?
What is most valuable?
TalkDesk has good integration capability apart from the default products and excellent customization capabilities. You can integrate with products available in the TalkDesk app store, including ServiceNow, Salesforce, and multiple other products. Additionally, if APIs are available, you can custom integrate with third-party applications that are not in the list, which is a significant advantage.
It helps tremendously because with our CRM we can access all call details, interaction details, and recordings. All information is available for each case. We don't need to open TalkDesk separately to check recordings, date-time, or other metadata. Instead, we can directly get all details from the CRM itself. There are additional features where information can pop up through a browser, so agents don't need to search based on who is calling. They can directly view the customer profile without going back and forth.
What needs improvement?
For startups, TalkDesk is a good solution because it offers basic functionality without too many customizable options, such as the dialer. It has a basic dialer and agentless dialer, but customization options are limited. There aren't many options for different schedules, list management, and complex features compared to other products. However, it works well for startups and companies seeking a reliable industry solution with minimal downtime.
The dialer functionality could be improved as it only offers basic features for agentless and predictive or automated dialing.
TalkDesk technical support is good, but they could improve their on-call support. Currently, support is mainly handled through ticket submission with email responses. While calling options exist, they prefer to communicate via email rather than providing direct call support as some other products do.
For how long have I used the solution?
We have been using TalkDesk for around three years.
What was my experience with deployment of the solution?
Implementation is much better with cloud products compared to on-premises solutions. Instance enablement takes less than a day to configure and start using. The only potential challenge might be obtaining phone numbers depending on the regions. Bringing up an instance is much faster compared to on-premises solutions, which is consistent with most cloud solutions.
Which solution did I use previously and why did I switch?
Every product has its own advantages and disadvantages. Genesis is a top player but has limited default reports and dashboards with minimal customization options. Nice has good recording solutions. TalkDesk stands out with its user-friendly UI compared to other industry-leading products. It is well-organized, except for the studio flows which can feel somewhat disorganized. They introduced modules in studio flow a few years ago, but the interface for studio creation could still be more user-friendly.
What was our ROI?
There is definitely some ROI, but as a telephone engineer, we do not calculate business improvements or related metrics.
Which other solutions did I evaluate?
Organizations should consider TalkDesk based on their specific needs, whether they are startups or large organizations. For manual dialing, inbound calls, and basic AI integration capabilities, TalkDesk is suitable. However, for advanced AI capabilities and chatbots, other solutions such as yellow.ai might be more appropriate. TalkDesk is particularly good for basic inbound and outbound capabilities.
What other advice do I have?
We tested AI features in TalkDesk such as Copilot and auto-translate, though we didn't extensively use them. These are valuable features as TalkDesk and other products are incorporating AI capabilities. The system can auto-translate calls and highlight repeated words based on customer scenarios, making it easier to identify contact reasons in specific industries such as hospitality.
TalkDesk is efficient and user-friendly for both small and large businesses. It excels in AI capabilities, inbound calls, standard outbound calls, quality management, and interaction analysis. The system allows for storing and checking real-time data, and with capable developers, customization of live monitoring and historical data analysis is possible through backend integration.
The voice functionality in TalkDesk is particularly strong and easy to train. The Studio flow allows for automation and UI customization for both agents and admins. Integration is straightforward, and agents can efficiently manage cases with automated data population and AI-powered interaction summaries.
On a rating scale, TalkDesk deserves an 8 out of 10 as it offers comprehensive functionality and continues to improve.
The solution is currently hosted on AWS and Azure, depending on the region, with most servers hosted on AWS. Customers do not have direct access to their servers but interact through the interface.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Using Talkdesk is awesome!
What do you like best about the product?
What I like best about Talkdesk is its focus on innovation and customer experience. The platform is constantly evolving, with AI-driven tools and automation that help support teams work smarter, not harder.
What do you dislike about the product?
While Talkdesk is a powerful platform, one area I’ve found challenging is the occasional complexity in customization or integration with certain third-party systems.
What problems is the product solving and how is that benefiting you?
Talkdesk is solving key problems around fragmented customer service, slow response times, and lack of visibility across support channels.
It brings everything into a unified, cloud-based contact center platform, allowing teams to handle voice, chat, email, and more from one place. With AI-powered tools and real-time analytics, Talkdesk helps us:
Respond to customers faster
Personalize interactions more effectively
Improve agent productivity through automation and smart routing
Gain insights into performance through dashboards and reporting
It brings everything into a unified, cloud-based contact center platform, allowing teams to handle voice, chat, email, and more from one place. With AI-powered tools and real-time analytics, Talkdesk helps us:
Respond to customers faster
Personalize interactions more effectively
Improve agent productivity through automation and smart routing
Gain insights into performance through dashboards and reporting
Reliable Tool with Room for Improvement
What do you like best about the product?
What I like best about Talkdesk is how it helps me stay organized and manage my time effectively throughout the day. The system makes it really easy to keep track of my break and lunch times, so I can stay compliant and maintain a good work-life balance. I also appreciate how accessible my performance data is - I can quickly find my evaluations and customer feedback, and I like that I can filter the information by specific dates to monitor my progress and identify areas for improvement.
Another great feature is the ability to see the real-time status of my colleagues. This helps with team coordination and knowing who’s available if I need assistance. Overall, Talkdesk makes my daily workflow more efficient and helps me stay informed and connected with both my performance and my team.
Another great feature is the ability to see the real-time status of my colleagues. This helps with team coordination and knowing who’s available if I need assistance. Overall, Talkdesk makes my daily workflow more efficient and helps me stay informed and connected with both my performance and my team.
What do you dislike about the product?
One thing I dislike about Talkdesk is that system lags and technical issues happen a bit too frequently, which can interrupt my workflow and cause delays, especially during high-volume periods. There are times when the platform becomes unresponsive or slow, which can be frustrating when I'm trying to assist customers efficiently. Additionally, the Copilot feature sometimes takes a while to load or start working, which reduces its usefulness when I need quick support or suggestions in real-time. While these issues aren’t constant, they do affect the overall experience when they occur.
What problems is the product solving and how is that benefiting you?
Talkdesk helps improve communication with customers, especially when call quality isn’t the best. In situations where the line is unclear or there’s background noise, the Copilot feature is really helpful - it allows me to better understand what the customer is saying by providing real-time transcripts and suggestions. This not only reduces misunderstandings but also helps me respond more accurately and efficiently, even during challenging calls. As a result, I’m able to deliver better service and feel more confident handling tough situations.
Talk Desk Is a very simple and easy app that you can use to talk to co workers and customers.
What do you like best about the product?
Talk Desk shows you a lot of information, it shows you were schedule and feed back from millions of customers
What do you dislike about the product?
Talk Desk does not update sometimes and I would need to restart and reload Talk Desk multiple times a day
What problems is the product solving and how is that benefiting you?
Talk Desk makes it easy to connect to the customers and Co workers
Correct and easy-to-use CTI
What do you like best about the product?
It is very easy to configure and show to the user
What do you dislike about the product?
There are some errors to solve in the field mapping in Salesforce Integration with Talkdesk for Salesforce
What problems is the product solving and how is that benefiting you?
Thanks to Talkdesk we have centralized customer telephone support across multiple agents.
Comfortable customer support
What do you like best about the product?
Simplicity and seamless transition between calls, chats and messaging. Everything is intuitive and nicely designed.
What do you dislike about the product?
The only downside i can think of is missing a Dark theme.
What problems is the product solving and how is that benefiting you?
The main function I like is having evaluations integrated into the same program as well as the AI summary which saves a ton of time and effort.
Most of the times, work great!
What do you like best about the product?
Most of the time, it works really well, the call quality is excellent, and it works perfectly even in other countries, which is amazing. I think the main thing is the co-pilot — without a doubt, it’s a HUGE help during calls. The co-pilot really changed everything.
What do you dislike about the product?
"As I said, most of the time it works well, and when it does, it’s perfect. But unfortunately, TalkDesk has major bugs quite frequently — like being unable to transfer calls, calls dropping, or certain data not updating (such as online agents) — and this happens often, so it becomes a serious issue. I believe that especially when a new update is released, bugs show up. Every time I see an update in the app, I already think to myself, 'Let’s see what the bugs will be this time.' I understand that the platform needs to constantly improve and evolve, but without a doubt, the priority should be keeping the basics working before trying to launch new and more advanced features in an update.
What problems is the product solving and how is that benefiting you?
I work at a company that uses Talkdesk, and it's great software when it's working properly, everyone loves it!
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.
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