Talkdesk
TalkdeskExternal reviews
2,501 reviews
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User-Friendly and Simple, But Room for Improvement
What do you like best about the product?
The tool is easy to use, it's user friendly.
What do you dislike about the product?
The system requests posting a review in order to continue using it and that interferes with work.
What problems is the product solving and how is that benefiting you?
The tool is easy to use, it's user friendly.
Perfect Interoperability and Ease of Configuration
What do you like best about the product?
I greatly appreciate Talkdesk's interoperability with various applications, which allows me to integrate it perfectly with other systems, such as our Salesforce CRM, turning it into a crucial control center for our operations. The ability to manage the system from both an agent's and an administrator's perspective is invaluable, as it integrates these experiences and facilitates a more holistic and efficient management of the call center. Additionally, Talkdesk's ability to adapt to the growth of our system is perfect, as it adjusts to the growing and complex needs of our call center. The initial setup of Talkdesk was surprisingly quick and easy compared to Avaya, which saved me significant time and effort, allowing us to get up and running without unnecessary delays.
What do you dislike about the product?
Initially, it is complicated to manage Talkdesk. The logic of some components, especially when working with variables or custom integrations, requires a very good understanding of Talkdesk.
What problems is the product solving and how is that benefiting you?
Talkdesk optimizes the customer experience and call center operations, allowing for growth and efficient scalability. Its interoperability with applications and tools like Salesforce creates a comprehensive control center. Although initially the management is complex, its setup is quick.
Smart Contact Centre Tool That Grew With Us - With Some Customization Still Needed
What do you like best about the product?
The way routing, IVR and voice flows are handled feels surprisingly simple: we could set up rules like "VIP customer -> senior rep" or "mobile chat-only query -> minimal agent path" without needing a full workflow team. I appreciated how Talkdesk gives visibility to supervisors: real-time dashboards show agent status, call queues, average wait times - so we could intervene quickly instead of discovering issues post-mortem.
What do you dislike about the product?
Licensing becomes complex as you scale: when moving from a basic voice-only setup to omnichannel + co-pilot + workforce-management features, the cost model requires planning ahead to avoid surprise bills.
What problems is the product solving and how is that benefiting you?
With Talkdesk, we now have a unified agent desk: our agents handle voice, chat and SMS in one tool, use one dashboard, and the context stays with the customer across channel-hops, which means smoother hand-offs, less "tell me again what happened" moments and improved satisfaction. Real-time dashboards mean supervisors no longer wait for end-of-day reports, they see queue build up, slow agents, spike in wait-time, and can re-allocate or intervene immediately - our first-response times dropped and SLA breaches reduced.
Talkdesk's Reliability Keeps Us Connected
What do you like best about the product?
Talkdesk is available almost all the time and comes with its own KPIs.
What do you dislike about the product?
We receive support through tickets, but we do not have an account manager to keep us informed about updates or news related to Talkdesk.
What problems is the product solving and how is that benefiting you?
Our call center operates online, so we don't have to be in the same location to receive our calls.
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.
Very useful platform
What do you like best about the product?
What I like best about Talkdesk is its user-friendly interface and powerful call routing capabilities. The platform is easy to navigate, even for non-technical users, and provides real-time call monitoring, analytics, and reporting that help supervisors manage performance more effectively.
What do you dislike about the product?
What I dislike about Talkdesk is that the platform can sometimes be unreliable in terms of call quality and connectivity.
What problems is the product solving and how is that benefiting you?
Talkdesk is helping us streamline our customer support operations by centralizing all inbound and outbound communication into one cloud-based platform.
Evaluating Talkdesk: Strengths, Weaknesses, and User Experience
What do you like best about the product?
Talkdesk enables communication through voice, SMS, email, chat, and social media, all from a single, unified interface. Agents have access to previous interactions across these channels, which means customers don’t need to repeat information. Additionally, the platform offers real-time dashboards, such as Talkdesk Live, as well as historical reporting through Talkdesk Explore. This allows supervisors and managers to monitor performance, identify trends, and make operational adjustments as needed.
What do you dislike about the product?
Some features (omnichannel, advanced workflows, analytics, etc.) require paying for higher tiers or add-ons, which drives up total cost, and also, reports are not flexible enough, filtering is limited, or getting the specific metrics/data they want requires extra steps
What problems is the product solving and how is that benefiting you?
One, as an agent often spend a lot of time on after-call work (logging, summarizing, data entry), finding information, or switching between tools/systems. This slows down service, increases error risk, and drains agent morale, Calls (or other interactions) may not always be routed to the best available agent, there can be delays, overflow, etc. This reduces first contact resolution, and frustrates customers
Taldesk: Customer Services
What do you like best about the product?
I love the copilot on Taldesk, it is a great help when dealing with customers with low voice or hard to understand. Also, allows you to multitask while caller is speaking, once call is over you can quickly recap with it
What do you dislike about the product?
Lately Taldesk has had some connectivity issues but nothing too bad. It was solved within a timely manner
What problems is the product solving and how is that benefiting you?
Well, Taldesk is one of the most important and relevant on our type of jod. It helps us to get connected with the callers and have a smooth conversation while solving their inquiries. It keeps track of the calls and brief notes.
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.
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