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Talkdesk

Score8.2 out of 10

708 Reviews and Ratings

Talkdesk Use Cases

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What is Talkdesk?

Talkdesk® helps organizations operate a human-AI hybrid workforce with enterprise CCaaS and Customer Experience Automation (CXA). Both support omnichannel engagement across voice and digital channels. CCaaS provides routing, workforce engagement, agent guidance, collaboration, and analytics for human teams. CXA enables organizations to build and manage agentic AI agents using natural language and orchestrates work across AI agents, people, data, and enterprise systems. CXA can also work with an existing contact center.

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Categories & Use Cases

Media

Screenshot of Orchestrated AI agents across the customer journey. Specialized AI agents, skills, and workflows are coordinated so complex customer needs can move from request to resolution across systems and teams.
Screenshot of AI workflow testing. This validates AI agent behavior, routing, workflow execution, and skill use in a simulated customer interaction before putting automation into production.
Screenshot of AI agent performance measurements. Users can evaluate AI agents against defined scenarios and quality measures to identify where performance meets expectations and where optimization is needed.
Screenshot of a consolidated view of team schedules and staffing to help manage coverage and capacity across the contact center.
Screenshot of healthcare workflows, in this case connected with Epic. Here, Epic integrations and configurations are validated so healthcare teams can connect customer experience workflows with critical clinical systems.

1 / 5

Screenshot of Orchestrated AI agents across the customer journey. Specialized AI agents, skills, and workflows are coordinated so complex customer needs can move from request to resolution across systems and teams.

Talkdesk Key Features

Learn about the best (and worst!) features Talkdesk has to offer, as determined by TrustRadius' reviewers.
Based on 708 ratings of Talkdesk's features
View all Talkdesk features

Top Performing Features

  • Recording

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

    Category average: 9

  • 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: 9

  • Predictive dialing

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

    Category average: 8.6

Areas for Improvement

  • 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: 8.3

  • Omnichannel inbound routing

    Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

    Category average: 8.2

  • 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

Who Buys & Uses Talkdesk

Talkdesk Reviews

What users are saying about Talkdesk.
View all Talkdesk reviews

Pros

  • Robust call routing and flow capabilities
  • Comprehensive reporting and customizable metrics
  • Reliable call quality and recording

Cons

  • Inconsistent call accuracy and logging
  • Non-intuitive administrative user interface
  • Operational stability issues (bugs, latency, dropped calls)

Talkdesk review.

Incentivized
John Michael Santiago
Agent in Customer Service at Neighbor (51-200 employees)

Use Cases and Deployment Scope

We use it for calling and texting, mostly for outbound calls. We also use it to connect calls to the relevant departments to ensure seamless customer transactions. We also use it to confirm or check information and past interactions for that number to ensure accuracy and reliability.

Pros

  • Recording calls.
  • Providing detailed call history.

Cons

  • Retaining contact names.

Return on Investment

  • Seamless call handling.

Usability

Alternatives Considered

Five9

Other Software Used

Five9, Five9 Agent Assist, RingCentral Contact Center

Great All-in-One Platform for a Growing Organization

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

Talkdesk- Were only scratching the surface.

Incentivized
Mark Hoad
Technology Services Analyst in Information Technology at Fortem Solutions ltd (501-1000 employees)

Use Cases and Deployment Scope

We use Talkdesk as our main Telephony system to make and receive calls for Trades, tenants, and clients. We also use it to send and receive emails and SMS text messages. Business issues addressed include better call reporting, recording, and transcription. It also keeps all interactions in 1 place for easier visibility of communication and complaint resolution. We've only scratched the surface of what Talkdesk can offer and hope to improve our offering with a wider range of communication channels for tenants and clients to contact us. We'll also use automation to make it easier for tenants to see when we'll be attending for a repair and/or capital works refresh.

Pros

  • Call Routing.
  • Automations
  • Single pane of glass for information.

Cons

  • Adding a default number to a user. Assign the queue, press Save, then press Edit again to change the outbound number.
  • Admins not being able to see and do just about everything.
  • Admins not being able to move shared reports from one user to another.

Return on Investment

  • Increase productivity.
  • Ability to get reports quicker and configure our own reports.
  • Reduce abandoned calls.

Usability

Alternatives Considered

Avaya Contact Center and RingCentral Contact Center

Other Software Used

Qualys VMDR, Automox

Hospitality and Reservations.

Incentivized
David Ortiz
CRES Manager in Customer Service at Powdr (501-1000 employees)

Use Cases and Deployment Scope

We use the system to manage inbound and outbound calls for National Park lodging reservations and activity bookings. It allows us to monitor call activity, track and document call dispositions, review performance, and identify trends. We also use the system for quality assurance, reporting, coaching, and training to ensure our team provides accurate, efficient, and consistent guest service.

Pros

  • Records calls.
  • Live monitoring.
  • Call volume reports.

Cons

  • Call holding for agents to take a second call.
  • Live support.
  • More Online courses for training.

Return on Investment

  • Caller verification.
  • Recorded calls.
  • Fast and efficient.

Usability

Other Software Used

Stayntouch, Tripleseat and Gather

Review 09/20

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

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