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Boosts Call Efficiency with Great Transcription, Needs Better App Sync
What do you like best about the product?
I absolutely love Talkdesk and how the platform takes so much stress out of my work day. I have a bad memory, and being able to see my and my customer's conversation transcribed allows me to better focus on assisting the customer. I enjoy how Talkdesk helps me transcribe conversations and create case notes with ease. The interaction summary feature is beneficial as it captures the conversation well, which helps me take more calls. Additionally, the initial setup of Talkdesk was very easy.
What do you dislike about the product?
Sometimes it does not sync with other apps well. When completing a call, it can put the information over to Salesforce way better.
What problems is the product solving and how is that benefiting you?
I love Talkdesk for transcribing conversations and creating case notes easily, helping me focus better on assisting customers.
Talk Desk Review.
What do you like best about the product?
At this stage, I don’t have much positive to say. The platform comes across as unreliable and inefficient, with ongoing issues that seriously disrupt both employee workflow and customer satisfaction. I hope that future updates will resolve these problems, because right now, Talkdesk feels more like an obstacle than a useful tool.
What do you dislike about the product?
Unfortunately, my experience with Talkdesk has been challenging from the start. While the platform is intended to streamline communication and integrate with other tools, it has introduced more complications than solutions for our team. Here are the main issues we’ve encountered:
Integration Problems
Connecting Talkdesk to Salesforce is unreliable, which makes managing tickets cumbersome.
Copilot often fails to generate call notes, forcing us to spend extra time on manual documentation. This defeats the purpose of having an AI assistant and negatively impacts productivity.
Workflow & Status Issues
The system frequently locks us into incorrect statuses, preventing us from taking calls or going on breaks.
There’s no quick way to override these errors, which disrupts schedules and adds unnecessary stress.
Connectivity & Audio Quality
Almost every call begins with customers unable to hear me clearly. Audio quality and connection stability are major concerns.
These issues create a poor customer experience and reflect badly on our service, even though the root cause is technical.
Integration Problems
Connecting Talkdesk to Salesforce is unreliable, which makes managing tickets cumbersome.
Copilot often fails to generate call notes, forcing us to spend extra time on manual documentation. This defeats the purpose of having an AI assistant and negatively impacts productivity.
Workflow & Status Issues
The system frequently locks us into incorrect statuses, preventing us from taking calls or going on breaks.
There’s no quick way to override these errors, which disrupts schedules and adds unnecessary stress.
Connectivity & Audio Quality
Almost every call begins with customers unable to hear me clearly. Audio quality and connection stability are major concerns.
These issues create a poor customer experience and reflect badly on our service, even though the root cause is technical.
What problems is the product solving and how is that benefiting you?
It manages our calls.
Easy to Navigate, But Reliability Needs Improvement
What do you like best about the product?
When the software functions properly, I find it easy to navigate. I also appreciate the Co-pilot feature, which is quite helpful.
What do you dislike about the product?
We experience frequent technical problems with Talkdesk. Agents are required to restart the application at least once daily due to unexpected audio issues, Co-Pilot failures, or disruptions in communication between Talkdesk and Salesforce. These problems lead to longer call times, as we are forced to manually create and close cases for each call. While agents genuinely appreciate Talkdesk when it functions as intended, the ongoing inconsistency creates unnecessary stress for them. The 'help' we receive for technical issues has been a huge issue, we often get told we didn't provide information we provided multiple times and can never get someone to do more than email us. It feels like we do your technical troubleshooting for you which impacts the time of our agents and members of our leadership team. Leadership ends up being the middle man between the individual(s) having the issue and your company. I have never had that sort of experience with any other software company.
What problems is the product solving and how is that benefiting you?
It isn't really solving any problems for us.
Effortless Scheduling and Performance Tracking
What do you like best about the product?
I like how you can check your scheduled and calls along with your performance, ease to use and number of features is great
What do you dislike about the product?
when there is tech issues which is not offend
What problems is the product solving and how is that benefiting you?
its solving when students talk fast records every word to look back and make sure entering the correct information and with Ai now able to select your wrap sheet after call or email is great
Great Transcripts and Summaries, But Connectivity Needs Improvement
What do you like best about the product?
I really enjoy the live transcript, especially when there not a great connection. This helps keep up with the conversation without having to say "what" all of the time. I also enjoy the summaries as well as the auto-closing of tickets in the system.
What do you dislike about the product?
I feel like there is definitely issues with connectivity to other systems. The inconsistency with connection can definitely cause a delay, especially when there is a high number of calls. This also causes issues with opening tickets sometimes as well. There have been times that CoPilot does not generate the summary in the amount of time allotted for wrap up causing a delay in moving between calls.
What problems is the product solving and how is that benefiting you?
TalkDesk and CoPilot are definitely solving a ease of use when it is functioning as intended which helps with efficient handling and customer satisfaction.
Automate your processes and workflows with Talkdesk's digital resources.
What do you like best about the product?
Talkdesk is an accessible and innovative virtual work system that facilitates the execution of processes and workflows with all its digital automation features, making it easier to manage all your business relationships with your customers.
Talkdesk also offers a centralized and accessible platform that connects to the best work systems and applications, improving the quality and efficiency of all your virtual activities.
Talkdesk also offers a centralized and accessible platform that connects to the best work systems and applications, improving the quality and efficiency of all your virtual activities.
What do you dislike about the product?
I have no negative comments about Talkdesk's digital features and tools, I think it is a very useful and high performance business system.
What problems is the product solving and how is that benefiting you?
My experience using Talkdesk's digital resources has been very positive, improving the control of my processes and workflows with the use of its digital automation features, increasing my productivity and business efficiency.
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.
Bringing Structure to Customer Conversations, Minus a Few Setup Bumps
What do you like best about the product?
I really like how Talkdesk gives a Central command center for all customer calls inbound, outbound, routing, recordings, everything lives in one organized place. The call routing feels intelligent: once we set up rules, agents automatically get calls that much their skill level or language, so customer wait time os reduced. The quality of call recordings and transcripts is impressive - it helps us coach agents better and quickly verify what happened in a conversation.
What do you dislike about the product?
For smaller teams, the pricing may feel on the higher side, especially once you add on optional features like advanced analytics or workforce management. Custom reporting can feel slightly rigid unless you know exactly how to structure the data you want extracted.
What problems is the product solving and how is that benefiting you?
Now every call, note, and recoding is centralized, which means faster resolutions and more consistent support across agents. Supervisors get live visibility into queues and performance, so staffing and routing decisions are more data-driven.
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