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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Good experience
What do you like best about the product?
The reports for operations are really easy to access and are easy to use.
What do you dislike about the product?
Sometimes it is really slow when we have a high call volume.
What problems is the product solving and how is that benefiting you?
Copilot is a great tool that allows us to track down our convo in real time.
Reliable and easy to use
What do you like best about the product?
Very reliable, quickly setup, easy to learn how to use, can use app or in web browser, you can grade calls, listen to calls, adjust widgets to view only what you need, very rarely has issues, copilot is nice for quick notes and looking back at during a call.
What do you dislike about the product?
Not very good at setting up breaks automatically, occasionally can’t call out, I may be wrong but some features can only be used in the web browser format and not in app such as looking up call history for a particular number instead of by agent.
What problems is the product solving and how is that benefiting you?
Talk desk is helpful without making notations faster by using the copilot feature.
TalkDesk best phone service.
What do you like best about the product?
What is most helpful about TalkDesk is that we have access to view all of our calls, feedback and our scores.
What do you dislike about the product?
Sometimes TalkDesk has some issues, but it always gets taken care of in a timely manner.
What problems is the product solving and how is that benefiting you?
Usually its rare when we come across issue with TalkDesk.
The problems they have solved are the outages that affect us to perform our daily activities, like making outbound calls or the TD system not refreshing. Once it is fixed it benefits us because we can get back to work and complete our daily tasks.
The problems they have solved are the outages that affect us to perform our daily activities, like making outbound calls or the TD system not refreshing. Once it is fixed it benefits us because we can get back to work and complete our daily tasks.
Amazing
What do you like best about the product?
Everything is so organized and the formatting is clear and easy to look at and everything is easy to use. And has very helpful statistics.
What do you dislike about the product?
I wish there was an option to have a shorter summary from co - pilot
What problems is the product solving and how is that benefiting you?
When I can't hear a customer co pilot gives me the info instead of having to ask again
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)
Love Talkdesk
What do you like best about the product?
Talkdesk offers a clean, user-friendly interface that makes it easy for agents to manage calls, view customer data, and collaborate with teammates. The integration with Salesforce works well and helps streamline workflows. Reporting and analytics are powerful—real-time dashboards and historical reports provide valuable insights for managing KPIs. I also like the automation capabilities and AI-powered features like Virtual Agent, which help reduce manual tasks.
What do you dislike about the product?
I Love everything about it. Its great!!!
What problems is the product solving and how is that benefiting you?
I'm able to educate the customer with just looking things up on talk desk
The best way to work with colleagues, customers, and make your day better!
What do you like best about the product?
The most helpful thing about talkdesk is how reliable that it is, you are able to always know that you can speak to a customer and they are able to call in and speak with us. As well as, how easy it is to access each function of it. I am able to always locate each area of work that I need to be in, how to make calls, being able to transfer, and I like how creative and colorful that it is.
What do you dislike about the product?
The only thing that is an issue is sometimes the connection, but I have learned that if I move my computer it greatly makes things better
What problems is the product solving and how is that benefiting you?
The problems that talkdesk is solving is any issues with customer communication. I am able to speak with a customer for as long as needed to be able to fix any of their problems, listen to them, hear any of their issues that they are having, learn about who they are, and come up with a solution. This is benefiting me because I am able to work to make sure the customer is taken care of, by speaking and consulting with other colleagues if needed, placing them on hold to gather information for them, and most importantly listening to everything that they need.
Keeping My Sanity (and Call Queue) in Check
What do you like best about the product?
What I like most about Talkdesk? It works. Like actually works.
Calls come through clear, I can see what’s going on with my team in real time, and I don’t have to click through 97 tabs to find basic info. It keeps things organized without being annoying or overcomplicated.
I also love being able to see everyone's status—mostly so I can silently judge who's been in “After Call Work” for a suspicious amount of time (you know who you are). The reporting is solid too, and helps me keep track of team performance without having to build some wild spreadsheet from scratch.
Basically, it does its job so I can do mine—and that’s all I really need from a system.
Calls come through clear, I can see what’s going on with my team in real time, and I don’t have to click through 97 tabs to find basic info. It keeps things organized without being annoying or overcomplicated.
I also love being able to see everyone's status—mostly so I can silently judge who's been in “After Call Work” for a suspicious amount of time (you know who you are). The reporting is solid too, and helps me keep track of team performance without having to build some wild spreadsheet from scratch.
Basically, it does its job so I can do mine—and that’s all I really need from a system.
What do you dislike about the product?
If I had to pick something I don’t love about Talkdesk, it’s that sometimes it moves a little slower than I do—which is saying a lot on a Monday morning.
There are moments when switching between screens or pulling up info takes just long enough to make me question if I clicked anything at all. Not a dealbreaker, just mildly inconvenient when I’m juggling ten things and trying to pretend I’ve got it all under control.
Also, some of the deeper reporting feels like it was built by someone who really loves spreadsheets. I appreciate the data, truly—but I’d love if a few things were just a bit more straightforward. Sometimes I just want the numbers without feeling like I need a decoder ring.
Nothing major—but these little things definitely stand out when you’re in the thick of a busy day.
There are moments when switching between screens or pulling up info takes just long enough to make me question if I clicked anything at all. Not a dealbreaker, just mildly inconvenient when I’m juggling ten things and trying to pretend I’ve got it all under control.
Also, some of the deeper reporting feels like it was built by someone who really loves spreadsheets. I appreciate the data, truly—but I’d love if a few things were just a bit more straightforward. Sometimes I just want the numbers without feeling like I need a decoder ring.
Nothing major—but these little things definitely stand out when you’re in the thick of a busy day.
What problems is the product solving and how is that benefiting you?
Talkdesk helps take the guesswork out of managing a busy customer service team. Before, it felt like we were piecing things together from different tools, hoping nothing slipped through the cracks. Now, we can see everything in one place—call volume, wait times, team activity, you name it.
It’s also helped with accountability in a big way. Being able to see live statuses and review calls easily means I can coach in real time and support my team better without micromanaging. And when someone says “I’ve been getting slammed all day,” I can actually see it and back them up.
It also keeps things smooth for customers—less hold time, quicker routing, and cleaner call handling. That means happier customers, and less stress for us.
It’s also helped with accountability in a big way. Being able to see live statuses and review calls easily means I can coach in real time and support my team better without micromanaging. And when someone says “I’ve been getting slammed all day,” I can actually see it and back them up.
It also keeps things smooth for customers—less hold time, quicker routing, and cleaner call handling. That means happier customers, and less stress for us.
I use Talkdesk every day, and it’s been super reliable while giving us great insights.
What do you like best about the product?
Co pilot has been great at recapping conversations with customers
What do you dislike about the product?
Sometimes the live view does take a minute to update
What problems is the product solving and how is that benefiting you?
recapping calls and having co-pilot is helpful
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