We mainly use TalkDesk for inbound calls, dialers, SMS, and other digital solutions. We also use it for quality management and recording solutions.
Talkdesk
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Easy Integration and Great Support, but Studio UI Needs Improvement
What do you like best about the product?
It is easy to use and can be integrated with other CRMs quite easy. Good support team by the talkdesk.
What do you dislike about the product?
UI of Studio and Automation Designer can be improved.
What problems is the product solving and how is that benefiting you?
Studio flows helping in enhancing customer experience better than ever.
Talkdesk
What do you like best about the product?
Talkdesk is used to handle customer query and support over chat , voice and emails. we can also handle or make record or our customer support which are providing by our sypport who can use talkdesk .we can also provide support in manay language to our support.
What do you dislike about the product?
Some advanced features require a subscription, either monthly or annually, which makes it costly for our organisation. Additionally, it also needs a technical person to manage and integrate it with our calling software.
What problems is the product solving and how is that benefiting you?
We are able to support our organization with the help of Talkdesk because it offers assistance in multiple languages. This allows customers to receive support in their own language, which helps ensure they understand the information and leads to greater satisfaction. we also make record of support .
Talkdesk: Call centre that actually works
What do you like best about the product?
First of all those who don't know about talkdesk. Talkdesk is a cloud based call center as a service provider. It is easy to use and UI is very comfortable. It has automation features like IVR, call routing which leads to reduce the manual work. It is easy to integrate with other tools. Analytics and reporting session gives better clarity. It also increases the customer support team performance.
What do you dislike about the product?
For some features it provide limited access .When adding features it is quite expensive.
What problems is the product solving and how is that benefiting you?
It customizes all details at one place which makes work more easy. It can integrates with any tool and CRM. It includes AI which makes work more easy. It also automates the IVR and call routing and all the things I got at one platform and mostly easy t use.
Great platform for call management
What do you like best about the product?
Talkdesk has been helpful in many ways when it comes to running our contact center. From the customizable studio flows to the workforce management and sentiment tracking, Talkdesk helps ensure our business is running smoothly and can be managed easily on a daily basis.
What do you dislike about the product?
Talkdesk will occasionally have errors with the phone systems which can put a bit of a hold on our call handling for clients.
What problems is the product solving and how is that benefiting you?
Talkdesk has added lots of automated features which help us greatly in the large production we are handling. Most recently the new AI grading agent for Quality Assurance has been a huge help to our team. This new feature has helped us grade even more calls and catch any areas of improvement that may have been missed before.
Talkdesk, the Brilliant Application for Customer Service but Price is a Hiccup
What do you like best about the product?
Talkdesk has significantly automated every customer engagement strategy, with AI supported customer service
The app creates a stable environment where customers air their views and insights, with multiple communication channels
We manage events and webinars through the assistance of this software
Talkdesk has a brilliant value consultant space which has an accurate knowledge base
The app creates a stable environment where customers air their views and insights, with multiple communication channels
We manage events and webinars through the assistance of this software
Talkdesk has a brilliant value consultant space which has an accurate knowledge base
What do you dislike about the product?
On ROI, Talkdesk takes longer to recover the deployment fee
It has high financial requirements, to make the software accessible and manageable
It has high financial requirements, to make the software accessible and manageable
What problems is the product solving and how is that benefiting you?
Talkdesk is a modern approach that helps us create events online, including webinars for smooth engagement
We give professional consultations to our customers using Talkdesk, with updated and consistent knowledge base
We conduct detailed marketing surveys where insights concerning our business are accurately accessed
We use Talkdesk to listen to concerns that clients air, for a robust business model
We give professional consultations to our customers using Talkdesk, with updated and consistent knowledge base
We conduct detailed marketing surveys where insights concerning our business are accurately accessed
We use Talkdesk to listen to concerns that clients air, for a robust business model
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
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