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Talkdesk

Score8 out of 10

698 Reviews and Ratings

Talkdesk Use Cases

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What is Talkdesk?

Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.

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Categories & Use Cases

Media

Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.
Screenshot of Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.
Screenshot of Talkdesk AI Trainer™, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.

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Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.

Talkdesk Key Features

Learn about the best (and worst!) features Talkdesk has to offer, as determined by TrustRadius' reviewers.
Based on 698 ratings of Talkdesk's features
View all Talkdesk features

Top Performing Features

  • Predictive dialing

    Dials multiple numbers at once and connects the salesperson if a live speaker answers.

    Category average: 8.6

  • Inbound call routing

    Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

    Category average: 8.9

  • Recording

    Record conversations to improve service quality by evaluating agent-customer interactions.

    Category average: 8.9

Areas for Improvement

  • Customer interaction analytics

    The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

    Category average: 8.1

  • REST APIs

    Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

    Category average: 8.3

  • Multichannel integration

    Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

    Category average: 8.2

Who Buys & Uses Talkdesk

Talkdesk Reviews

What users are saying about Talkdesk.
View all Talkdesk reviews

Pros

  • Robust call routing and flow management
  • Reliable call quality and recording capabilities
  • Customizable reporting and performance metrics

Cons

  • Inaccurate and delayed call data visibility
  • System performance issues, including bugs and latency
  • Unintuitive user interface for administrative tasks

Great All-in-One Platform for a Growing Organization

Leala Rice
Director of Global Customer Service in Customer Service at Certified Collectibles Group (501-1000 employees employees)

Use Cases and Deployment Scope

Talkdesk is our customer engagement platform for voice, messaging, chat, AI, performance management, and workforce management. It allows us to deliver consistent customer experiences, optimize staffing, improve agent productivity, automate routine interactions, and provide real-time insights, helping us scale operations while maintaining high service quality. We currently use Talkdesk in one other country, but soon hope to expand to our other global locations.

Pros

  • Copilot - the interaction summary has been great and was very easy to set up. It has improved the talk time and after call work.
  • Studio is fairly simple to set up, even for non-tech roles.
  • Having one platform that includes performance management and workforce management has been very useful.

Cons

  • I'm not always aware of what's included in our license when new features are released. Having a better way of knowing if a new feature is included or not would be helpful.

Return on Investment

  • Being able to manage the entire platform from call routing to AI implementation to quality management, and not having a technical background, has been a huge win for us. The IT departments rarely has to be involved, which makes being able to update call routing or add a new AI agent super helpful.
  • Prior to Talkdesk, the customer service team didn't have a routing system in place. The phones would ring and agents would often ignore the call, hoping someone else would answer it. As volumes grew, we were not able to operate like that any longer. Talkdesk made the transition simple.

Usability

Alternatives Considered

Zendesk Suite, Five9 and Genesys Cloud CX

Other Software Used

Zendesk Suite, Sugar Sell (SugarCRM)

Review 09/20

Medardo Lezama
Office Support Supervisor in Customer Service at eTags (51-200 employees employees)

Use Cases and Deployment Scope

I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.

Pros

  • Reports
  • Live view
  • Call monitoring.

Cons

  • Have different options for offline.
  • Last week, we had lots of downtime.

Return on Investment

  • Increased CSAT.
  • Reduced average handle times by reports.
  • Agent productivity causes it to give us the report.

Usability

Alternatives Considered

Cisco Hybrid Cloud Platform for Google Cloud

Other Software Used

Actian Zen, Bid4Good

Why You Should Go with Talkdesk vs the Others

Incentivized
Verified User
Project Manager in Corporate (201-500 employees employees)

Use Cases and Deployment Scope

In our current environment at Independence Pet Holding, we are utilizing the platform for our Consumer Experience Center (CxC) to handle incoming calls, make outbound calls, and utilize the outbound dialer feature. Some of the business problems this product has addressed for us include improving how we manage our outbound dialers and creating multiple integrations to provide more customer support tools for our associates. They are excited to launch the Agentic AI for automation claims for our pet owners.

Pros

  • The CX Sensors, aka Mood Insights, are very helpful for our contact center as this helps determine the mood of the consumer during that interaction.
  • The Live Dashboards are great because we have standardized our dashboards so that our supervisors and associates don't have to worry about creating or whatever.
  • The reporting functionality in Explore APIs is a great feature, as we have integrated with several data warehouses to create dynamic Power BI dashboards.

Cons

  • I believe that Talkdesk has a lot of improvement to do with the Workforce Management module. Because most other WFM platforms are very robust, and I see that the Talkdesk platform for WFM is not as advanced.
  • The Studio Flow interface should be more user-friendly. Meaning being able to move the modules around and line them up as we see fit, vs the system auto-assigning them in a certain order.
  • Talkdesk should introduce those GUIs on add-on products to the main products. As I have noticed, certain features you mentioned in the AI section should have been implemented in the main product, as it's very user-friendly and easy to use.

Return on Investment

  • The ROI we have seen from using Talkdesk and its products has reduced operating and labor costs tremendously.
  • We, the CST and NPS (Feedback Flow), have allowed us to measure more of these KPIs and retain our pet owners. As we strive to make it right and be there for our customers.
  • The implementation of the Chat feature has helped drive more traffic to our website, allowing customers to feel at ease chatting with us instead of calling.

Usability

Alternatives Considered

Five9

Other Software Used

Salesforce Agentforce Financial Services, Microsoft 365 Copilot

When it comes to Call Center phone systems there is a reason so many rely on TalkDesk.

Verified User
Director in Customer Service (1001-5000 employees employees)

Use Cases and Deployment Scope

TalkDesk is amazing. Our call center is more than just agents taking calls; we handle B2B and B2C interactions and support both internal and external customers. We needed a system that can be easily updated every day as our workflows change and evolve, and TalkDesk allows us to do just that. Not only do we use TalkDesk for routing all calls into our call center, but we also use it to route all calls into our AR/AP teams, and even for our IT's IVR needs. TalkDesk provides the tools we need to step into the future as we continue to grow and evolve our Customer Service experience. With the insane number of IVR configurations available for advanced routing and queue management, reporting, and even a huge database of additional apps that can be linked, TalkDesk really is a great tool for the modern global call center. Lastly is their amazing Customer and Tech support teams. If an issue or question comes up, I just put in a ticket, and they go out of their way to support my team and me. I have used a number of other solutions, and there is a reason we still use TalkDesk today and will continue in the future.

Pros

  • Insanely customizable IVR.
  • Constant new products and services being released.
  • Amazing Customer Support.
  • Can be used for very simple call centers to advanced multi-department global call centers.

Cons

  • Customer Survey options - there is no customizable survey options that I know of.
  • Automated email reporting in Excel formal. All emailed reports are CSV.

Return on Investment

  • Customer Satisfaction.
  • Improved KPIs.
  • More effective use of existing resources.

Usability

Great Partner With a Great Product

Verified User
Director in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

We use Talkdesk both as our primary call center software to engage with our members during business hours, but also internally as an enterprise wide solution for our help desks across multiple departments.

We currently utilize both the voice and digital components of Talkdesk to engage with our members. This allows us to have productive conversations both with a live person but also through the utilization of Talkdesk's Autopilot solution.

We migrated to the Talkdesk solution roughly three years ago due to needing to upgrade our telephonic services to our members. We were on old antiquated technology and sought out a solution that planned to grow with. Talkdesk fit that bill and continues to develop innovative ways for us to leverage efficiencies both internally and externally.

Pros

  • Talkdesk continues to innovate at a rapid speed.
  • Talkdesk has a desire to engage with their customers and ensure the relationship is a partnership and not a vendor/customer relationship.
  • Talkdesk listens to their clients and has a desire to develop solutions that improve both their business but also the customer's.

Cons

  • Talkdesk could improve some of the integrated solutions, like WFM and Identity.
  • Talkdesk could improve the stability of some of their client relationship positions. They have experienced a lot of movement over the past few years.
  • The WFM system has a large opportunity for growth. Both in functionality (i.e. going beyond WFM to be a true HCM and staffing model system), automation (utilizing its own data to update metrics like shrinkage), and reporting.

Return on Investment

  • We have not fully leveraged Talkdesk to our desired state. However, the solution allowed us to move away from an expensive on prem solution to the CCaaS solution.
  • Over the next few months we plan to optimize our autopilot system as well as our Client360 solution to improve our caller and agent experience and realize efficiencies of the Talkdesk system.

Usability

Alternatives Considered

Cisco Finesse

Other Software Used

Microsoft Teams, Cisco Finesse

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