TrustRadius: an HG Insights company

Talkdesk

Score8.2 out of 10

705 Reviews and Ratings

Talkdesk Use Cases

Contact about Talkdesk

Please fill out the form below to get in touch.

Talkdesk

Connect with Talkdesk

What are you interested in?

Already have an account?

You hereby consent to have TrustRadius share the information supplied on this form with Talkdesk so that Talkdesk and TrustRadius may contact you in regard to the information requested.

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.

Read more details.

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.

1 / 3

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 705 ratings of Talkdesk's features
View all Talkdesk features

Top Performing Features

  • 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

  • Recording

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

    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: 8.4

  • 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

  • Flexible and robust call routing and flow management.
  • Reliable call quality and recording capabilities.
  • Comprehensive reporting and analytics with customizable dashboards.

Cons

  • Inaccuracies and delays in core call handling and logging.
  • Administrative user interface lacks intuition and usability.
  • Inconsistent billing accuracy reported by some users.

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)

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

Why You Should Go with Talkdesk vs the Others

Incentivized
Verified User
Project Manager in Corporate (201-500 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

Talkdesk Alternatives

Products similar to Talkdesk that may also meet your needs.
View all Talkdesk alternatives
Nextiva
CompareLearn more
Sprinklr Service
CompareLearn more
Salesforce Agentforce Service
CompareLearn more
NiCE CXone
CompareLearn more
Zendesk Chat
CompareLearn more
Five9
CompareLearn more
Fin
CompareLearn more
Genesys Cloud CX
CompareLearn more
Cresta
CompareLearn more