I have used TalkDesk for approximately seven to eight months. I use TalkDesk to manage my communications with my clients by unifying voice, SMS, chat, email, and all social media messages within a single interface. Additionally, I use it because it has AI and automation that helps me act as an artificial intelligence virtual assistant, which assists me in handling customer requests across both voice and digital channels. It also provides real-time and AI assistance to our live agents, such as the next-best action.
Talkdesk
TalkdeskExternal reviews
2,500 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy for Agents, Packed with Detailed Reports
What do you like best about the product?
The ease of use on the agent side and the possibility of having various detailed reports
What do you dislike about the product?
The fact that does not exist the italian version for some features, not italian telephone support, not easy to build a flow and manage it
What problems is the product solving and how is that benefiting you?
At the moment no problems
Effortless Use with Strong Analytics
What do you like best about the product?
I like that Talkdesk is easy to use, which is very important for me. I also appreciate its strong call analytics as it gives me clear insights into call volumes, wait times, and agent performance. Furthermore, I find the initial setup to be quite easy, and I would rate it an 8.
What do you dislike about the product?
It should offer more customizable analytics dashboard.
What problems is the product solving and how is that benefiting you?
Talkdesk streamlines customer communication and improves response time. Its strong call analytics provide clear insights into call volumes, wait times, and agent performance.
Automate the user experience for all your customers with Talkdesk's advanced features.
What do you like best about the product?
Talkdesk is a high quality technical platform that allows you to automate the user experience for all your customers to improve and meet all your business requirements.
I can also say that Talkdesk stands out for its advanced tools to modernize the services you offer to your entire customer base, allowing you to attract greater profits and business benefits.
I can also say that Talkdesk stands out for its advanced tools to modernize the services you offer to your entire customer base, allowing you to attract greater profits and business benefits.
What do you dislike about the product?
I have nothing bad to say about Talkdesk's digital work features and tools, my experience has been positive and professional and I can recommend using all of its virtual resources.
What problems is the product solving and how is that benefiting you?
As a user of Talkdesk's digital work tools and resources, I can say that I have managed to improve and modernize the commercial experience of all my business's customers by automating processes to respond favorably to all their professional requirements.
Talkdesk: Smarter Cloud Support for Teams
What do you like best about the product?
Talkdesk solves scattered customer support by bringing calls, chats, and tickets into one cloud platform. It improves response time, gives clear insights, and helps our team deliver faster, more personal support.
What do you dislike about the product?
The setup can feel complex at first, and some advanced features need training. Pricing is on the higher side, and occasional call quality issues happen when the internet is unstable.
What problems is the product solving and how is that benefiting you?
I like the easy-to-use dashboard, smart routing, and strong CRM integrations. Real-time analytics and AI tools help us handle calls better and keep customers satisfied every day.
Streamlined Customer Support with Talkdesk
What do you like best about the product?
I like Talkdesk for its ease of use and how it centralizes all aspects of customer support in one platform. The intuitive interface makes it simple for both new and experienced team members to navigate. I appreciate the automation features like intelligent call routing and workflow automation, which save a lot of time and reduce errors. The integration with our CRM system allows us to maintain a complete view of customer history, making it easier to provide personalized support. Additionally, the reporting and analytics tools are excellent, giving clear insights into team performance and customer interactions, which helps us continually improve our support. The initial setup was fairly straightforward, and the onboarding guides and support resources were helpful, making the overall setup process intuitive and user-friendly.
What do you dislike about the product?
Occasionally, the system can feel a bit slow during peak call times, which can be frustrating for agents handling high volumes. Some of the advanced features, like custom reporting or workflow automation, can also have a learning curve for new users. It would be great if Talkdesk offered more intuitive guidance or templates for these advanced features, as well as faster performance during busy periods.
What problems is the product solving and how is that benefiting you?
I use Talkdesk for managing customer support. It ensures no calls are missed, streamlines call routing, automates workflows, and provides reporting and analytics, improving response efficiency and satisfaction, and helps in providing personalized support.
Reliable cloud calling platform that scales well for growing support teams!!
What do you like best about the product?
I like how stable the calling quality is even during peak hours when our support volume goes high. The setup was faster than expected and agents were able to start taking calls without heavy training. Call routing and IVR flows are flexible and easy to adjust as business needs change. Real time dashboards help supervisors see what is happening on the floor without digging through reports.
What do you dislike about the product?
Some advanced settings are not very intuitive at first and need time to understand. Pricing can feel high when you start adding more features and users.
What problems is the product solving and how is that benefiting you?
Talkdesk solved our problem of managing inbound and outbound calls from multiple locations. Earlier we had limited visibility on agent performance and call quality. Now calls are centralized recordings are easy to access and reporting helps us improve response time and customer satisfaction. It also reduced dependency on local hardware which made operations smoother.
Unified channels have simplified customer support and now need more responsive assistance
What is our primary use case?
What is most valuable?
The best features TalkDesk offers include the unification of messages through omnichannel support, which allows me to combine all messages from voice calls, SMS, chats, email, and social media onto a single platform. I also utilize the AI features for immediate customer support with a virtual assistant to handle customers when our agents are offline, and it requires no coding, making it really easy to use.
The AI support specifically helps me save a lot of time as I only have to input and set it up; in case of any inquiries, it automatically provides feedback to customers needing help. Additionally, with the omnichannel feature, I don't need to log into all my social media handles or check my chats and emails separately, as I find everything in one place, which helps me become more efficient, save time, and stay organized.
What needs improvement?
TalkDesk is a good tool and I don't have any major needs for improvement. If I had to suggest anything, it might be to reduce the pricing, but it is fair overall.
Regarding needed improvements, while I find the customer support team generally effective, I notice it can be less responsive during certain hours, especially when their agents are offline, making communication difficult. However, I don't have many missing features to recommend adding; all my needs are covered, and it integrates well with tools such as Zendesk and Microsoft Teams.
For how long have I used the solution?
I have been working in my current field for approximately one to two years.
What do I think about the stability of the solution?
TalkDesk is very stable.
What do I think about the scalability of the solution?
The scalability of TalkDesk is not bad; it caters to all our needs as the IT team and facilitates communication with our clients and within the organization.
How are customer service and support?
Customer support is generally good; however, I find it less responsive at certain hours of the day. Overall, I would rate it a seven out of ten.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I did not use any different solution before.
How was the initial setup?
I would rate TalkDesk a seven out of ten on a scale of one to ten.
What was our ROI?
I have not really sat down to get the exact metrics on return on investment, but I can say that in terms of time, it helps us save a lot because of the automation and unification.
What's my experience with pricing, setup cost, and licensing?
Regarding pricing, I find it not bad, and while I don't know the specifics of setup cost and licensing since I'm not part of the financial team that purchases the software, I would say generally that the pricing is fair and the setup is also not bad.
Which other solutions did I evaluate?
I didn't evaluate other options before choosing TalkDesk as it was selected by my IT team; my IT head suggested TalkDesk, and I'm not sure what considerations they took, but it has proven to be a good tool for me.
What other advice do I have?
I would highly recommend TalkDesk because it is a good tool that simplifies work, provides analytics, and saves time, generating a good return on investment; it is excellent for communication and integration. I don't have much else to add; it is a good tool that I recommend for anyone looking to enhance customer experience or automation, featuring agentic AI that helps automate customer responses and save time. I give this product a rating of seven out of ten.
Effortless UX, Reliable Performance
What do you like best about the product?
I use Talkdesk to handle daily customer support calls and keep conversations organized in one place. I like how easy it is to use, even for new agents getting started. I really like how smoothly calls connect and how stable the system is overall. The setup was straightforward and didn’t take much time at all.
What do you dislike about the product?
Sometimes the interface feels a bit slow when handling lots of calls at once.
What problems is the product solving and how is that benefiting you?
I use Talkdesk to handle daily customer support calls, reducing missed calls and keeping conversations organized in one place.
Intuitive Interface That Boosts Team Productivity
What do you like best about the product?
User-friendly interface – It’s intuitive and easy to learn, which helps teams get productive quickly without heavy training.
What do you dislike about the product?
Reporting can be complex – While powerful, some reports require deeper configuration and aren’t always intuitive for new users
What problems is the product solving and how is that benefiting you?
Talkdesk uses skills-based routing and intelligent IVR to make sure customers are connected with the right agent quickly, reducing frustration and handle time.
Exceptional AI-Powered Contact Center for Seamless Customer Support
What do you like best about the product?
We use Talkdesk for bettering our customer service and support and it has been working well. It is a great auto dialer and works amazing well as a contact center and we always leverage on AI to ensures fast and reliable customer support.
It comes with amazing AI Voice Assistants that helps in handling repetitive customer care tasks such as queries and it auto directs customers to the right agents depending on the issues.
With the tool, we also improve agent performance thanks to features such as knowledge base and ease of recording and analyzing calls provides agents with right suggestions to help customers.
It comes with amazing AI Voice Assistants that helps in handling repetitive customer care tasks such as queries and it auto directs customers to the right agents depending on the issues.
With the tool, we also improve agent performance thanks to features such as knowledge base and ease of recording and analyzing calls provides agents with right suggestions to help customers.
What do you dislike about the product?
Using is Talkdesk is straightforward and it has all the features we need in place. No malfunctioning to report.
What problems is the product solving and how is that benefiting you?
We use Talkdesk to better and improve customer support and it has awesomely delivered. It offers amazing AI features and coupled with the customer service automation, we have greatly improved our customer support and this leads to customer satisfaction.
showing 1 - 10