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Starting at $85 per month per user
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What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

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Recent Reviews

Review 09/20

8 out of 10
February 07, 2024
I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
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Talkdesk review

2 out of 10
December 15, 2023
We use TalkDesk for our call center agents to take calls from clients. Agents assist clients with payment plans & applications for Federal …
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Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

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  • Recording (406)
  • Warm transfer (392)
  • Historical reporting (388)
  • Agent dashboard (416)

Reviewer Pros & Cons

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Video Reviews

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Talkdesk Impresses with Stability and Functionality. One User's Story
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  • Setup fee optional
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Starting price (does not include set up fee)

  • $85 per month per user
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Product Demos

Automatic Summary Demo | Talkdesk

Proactive Outbound Engagement Demo | Talkdesk

AI Customer Self-Service Demo | Talkdesk

Coaching Performance Development Demo | Talkdesk

AI Workforce Management Demo | Talkdesk

Omnichannel Agent Experience Demo | Talkdesk
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Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Avg 8.3
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Product Details

What is Talkdesk?

Talkdesk® is a global cloud contact center provider for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way and is an end-to-end customer experience solution that aims to combine enterprise scale with consumer simplicity. Talkdesk's goal is to support businesses everywhere to deliver better customer experiences through any channel and drive higher customer satisfaction, cost savings, and profitability. Talkdesk boasts over 1,800 customers in 100 different countries, including IBM, Acxiom, Trivago, and Fujitsu as partners with Talkdesk.

Talkdesk Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

Talkdesk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android

Frequently Asked Questions

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

Talkdesk starts at $85.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Talkdesk.

Reviewers rate Recording highest, with a score of 9.3.

The most common users of Talkdesk are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings


Attribute Ratings


(1-25 of 448)
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Score 8 out of 10
Vetted Review
Verified User
Talkdesk provides solutions for both in-house support desk teams and external customer service centers for calls, emails, texts, voicemails, and live chat. The tool allowed us to use skills-based routing for betting training and onboarding of new agents and provided a solution for an automated telephone banking system.
  • collaboration
  • support
  • training
  • reporting
  • filters
  • Work for management.
Talkdesk has a lot to offer, and we continue to learn about its offerings and how to leverage them to benefit our business. Some aspects of the current workforce management piece are challenging, such as adherence. Some of the reporting available is missing key filtering capabilities.
Score 8 out of 10
Vetted Review
Verified User
We have Talkdesk as our main phone provider for our Customer Contact Center. We have this integrated with SFDC.
  • Routes Calls
  • Adding Ring Groups
  • Knowledgebase
  • Reports
  • LIve Stats
Well suited for a small contact center, with our higher volume it was a little tricky, but we got it done
February 07, 2024

Review 09/20

Score 8 out of 10
Vetted Review
Verified User
I supervise the usage of other employees—contact customers. View weekly and monthly reports for upper management.
  • Reports
  • Live view
  • Call monitoring.
  • Have different options for offline.
  • Last week, we had lots of downtime.
It's great for what we need. It provides the correct report, lets us choose the different reports, and is very accurate. I would recommend adding more statues. Automatic saving of the last days on a report last used for monthly/weekly reports. On a daily basis, we use the report and live to monitor.
Score 10 out of 10
Vetted Review
Verified User
Talkdesk is used for multiple customer support teams to provide inbound and outbound calls from customers, automated calls assignment, IVRs, etc.
  • Call flow builder
  • Reporting and analysis for calls
  • Phone numbers purchase and porting worldwide
  • Feature development
  • Call recording management
Fast implementation of call management for mid and big companies
Access to all most all countries phone numbers
Fast support
Score 4 out of 10
Vetted Review
Verified User
Its used for calls, chats, whattsapps and emails. There is also a quality management and workforce tool but we found that the process was not user-friendly and as such use different systems for this. Our customer and internal comms take place on this platform and we are aware that there are other functionalities to it but are reluctant to venture into them due to the difficulty in navigation.
  • Populate graphs in reports
  • Allows a whisper function during agent calls
  • Has a knowledge base for reference
  • Has videos to assist with customer troubleshooting
  • Great responses on after sales service
  • Great sales team
  • Reporting is not easy to manipulate
  • Workforce management is not available in a simplified view
  • Creation of the Quality management process is not easy
  • Call quality is not great in Africa
  • Some features do not yet come with a full list of reporting capabilities
  • Connectivity causes delays in responses in all communication as they have no tower in Africa
  • It is significantly more expensive than local providers
  • Lack of integration to in-house systems caused a barrier
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
Score 7 out of 10
Vetted Review
Verified User
Talkdesk helps to support the customer service function of our SaaS Platform and allows us to resolve disputes in a timely and efficient manner while also enabling us to track disputes regarding returns and refunds, as well as, feedback. It has proven very useful and scalable as we continue to grow our business
  • Customer to Customer Service Communication
  • Tracking open tickets
  • Providing a quick glimpse at outstanding items still to be addressed
  • The reporting, I would like to be able to better filter open tickets by topic/subject, etc
  • Improved monitoring and tracking of KPIs (days to resolve, number of escalations, number of tickets by category and seriousness)
It is very well suited for compiling open tickets and resolving them with customers. The data and reporting could be improved upon.
Jeanette Wiley | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Owl Labs is currently using Talkdesk for our Sales and CX teams. We wanted a customer facing phone system that would allow us to customize our IVR, be able to transfer calls to live agents, voicemails, and external phone numbers as well. With our previous system, we had a lot of smaller limitations that were adding up and causing it to be difficult to scale. With Talkdesk, we have many ways to scale our system with simple fixes like pre-setting our holiday messaging and hours months in advance.
  • Customization of IVR.
  • Great onboarding support.
  • Integration with Salesforce.
  • Lacking continued success manager support. After onboarding, you are transferred to general support. Sometimes, we need help with more strategic & bigger picture decisions post launch that would be great to talk through with a CSM.
  • I wish the features available in the web app were available in the call bar app. It would make it a bit easier for our reps to have one less place to look to manage voicemails.
Talkdesk is definitely geared towards large call centers with high call volume and many reps stationed on phones. We have a comparatively smaller Sales team, but still find value out of the ability to route calls to different reps using their personal extensions (rather than each rep needing their own separate phone number). It's also nice that you have a few options for how to make and take calls. You can use the Callbar app, the mobile app, or forward numbers to an external number (forward to your cell). I'm confident that Talkdesk will continue to grow with us and we won't have to worry about switching phone systems again as we grow our team.
Score 8 out of 10
Vetted Review
Verified User
We use talkdesk not only for calls but also the chat app so that we can have all contact of each customer under the same system. That heps a lot to our contact center to recap information and training. Also we can monitorize and make statistics of inbound/outbound calls, chats, etc
  • voice quality
  • ease of use
  • flow
I think it is good suited in all specs of voice calls, however for chats and emails management it could be improve much more. Using the mail app it is not so practical when you are used to work with microsoft outlook, so making it similar would be great! c
Score 10 out of 10
Vetted Review
Verified User
We have a team of Customer Service of about 30 agents accross 3 countries (Canada, USA, Colombia). Our agents support our customers through order-taking and other inquiries such as billing. They use Talkdesk for inbound, outbound calls and emails. The call flow is able to identify callers per region to accomodate the language of the caller. We also use Talkdesk to report on performance indicators.
  • Call routing
  • User friendly user interface
  • Many communication channels to choose from
  • No third party services
  • Product support
  • Product availability
  • Reports - not as user friendly, the data quality is not great
  • Billing - the bill should have more details about usage
Talkdesk is very user friendly. There is a lot of support documentation available making it easy for a smaller team to implement it. No need for highly skilled consultants or specific competencies. Perfect for a smaller team. It also has the capacity to support call centers with hundreds of agents making it very versatile.
Score 6 out of 10
Vetted Review
Verified User
  • Case routing
  • phone ques
  • integrating with Service Cloud
  • Customer Service
  • AI
  • Customer SERVICE
We use it to integrate with Service Cloud. Our Customer Care team agents use it. It automates many processes but it lacks good customer service. I recommend the company completely redo its customer care as it is absolutely terrible. We also hope they enable the AI features by default rather than make us upgrade and pay extraordinary costs.
Score 8 out of 10
Vetted Review
Verified User
Using it for our external customer hosting services needs along with some internal services that we keep in house. Standalone invoices are hard to review with month-over-month changes from finance perspective.
  • Talkdesk CX Cloud Elevate Licenses
  • Custom Reporting with Live & Explore
  • Quality Management Assis
  • provide details with user info for billing purposes
  • ability to sign term contract with discounts.
Organizations that need to provide support across multiple channels (phone, email, chat) can benefit from Talkdesk's multichannel capabilities. It allows for a seamless integration of different communication channels.
Organizations with highly specialized or unique requirements that fall outside the typical use cases of a contact center might find Talkdesk less appropriate. In such cases, a more customizable solution might be needed.
December 15, 2023

Talkdesk review

Score 2 out of 10
Vetted Review
Verified User
We use TalkDesk for our call center agents to take calls from clients. Agents assist clients with payment plans & applications for Federal aid.
  • They send unsolicited marketing emails with unparalleled regularity.
  • From experience, we've not been able to update billing information through their website for months, despite pointing this out to multiple people. This leads to us getting past due notices without ever having received invoices. Pretty annoying!
  • Their only option for taking credit card payments in a PCI Council compliant manner is a 3rd party whose technology seems to falter every time it rains leading to our phones being unable to accept any inbound phone calls.
  • From experience, We've been repeatedly promised improvements in this area that never seem to come. Some would call that being lied to, but I'm feeling generous so I won't go that far.
  • I think their support response times bear some room for improvement. We notice this more than we do with other vendors because we experience outages at TalkDesk more than we do with other vendors & are frequently trying to determine why our phones aren't working.
Score 8 out of 10
Vetted Review
Verified User
We use Talkdesk to interact with customers across our customer journey. Not only inbound but outbound as well. We are already using in different departments, such as: sales, marketing, finance, talent acquisition, marketplace. We will have more teams using Talkdesk in the next years, as it will use the capabilities to ensure we are meeting targets across the different teams.
  • Live Dashboards
  • Real time support
  • Account manager
  • default reporting
  • APIs
  • Studio Flow
Whenever we have a problem with our Talkdesk, our Account Manager is impressive in trying to find a solution. Always being transparent and trying to provide a tailored solution to strengthen our partnership. On the other hand, when we want to get customised dashboards it is always a challenge to find a proper solution, hassle-free.
Score 7 out of 10
Vetted Review
Verified User
We use Talkdesk as the contact center platform for our IT Service Desk, which provides service to both internal PSCU staff and external customers at financial institutions. We are a distributed workforce, with all of our team working remotely across many different places in the USA. We currently use the voice and chat channel, workforce management, and are heavy users of reporting. We moved to Talkdesk from an on-premises call management system, and is our first foray into CCaaS within the company. We currently handle around 7000 customer contacts per month, routed to both general-purpose ring groups and specialized groups that accommodate callers with special requirements.
  • Real-time dashboards that can be customized for agents and management.
  • Visual IVR creation and management
  • Call management and routing
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
Talkdesk does a reasonable job managing the basic voice channel. The IVR is nice, though complicated. It works fairly well for our distributed workforce. I would recommend the tool for a smaller contact center with no special requirements.

When we were in the initial discussions with the sales team on our requirements, one of the things we really wanted to do was generate 'screen pops' out of ServiceNow, where the caller could enter their ticket number and it would open that incident page within the SNOW tool. We were assured it could be done; however, once we started implementation, the person leading the project for Talkdesk didn't even seem to know what a 'screen pop' was, let alone how to integrate Talkdesk with ServiceNow. Ultimately, we gave up on having that feature.
Score 6 out of 10
Vetted Review
Verified User
Our Company has a large outbound sales operations and Talkdesk is used as our dialer setup to support this operation. Our Company also has an inbound line and required a service that could support both types of calls. Also, the reports and integration with our CRM were two of the essential functionalities our Company requires in a dialer and Talkdesk is able to accomplish both.
  • Report setup
  • Integration with Bigquery and CRM
  • Inbound sales
  • Outbound sales - they are improving on this
  • Integration with multiple accounts of the same CRM
Talkdesk has an easy-to-use interface, easier and friendlier than most of other dialers and is has a really strong report functionality which allows to easily track and measure the performance of our operations. Also, the predictive dialer capabilities with agents being logged in multiple campaigns at the same time was other winning functionality that led us to choose Talkdesk. There is room for improvement in the outbound process (Talkdesk was historically focused on inbound) with the reduction of time to call and time to pick up. This is something being addressed by Talkdesk.
December 12, 2023

Talkdesk Review

Score 7 out of 10
Vetted Review
Verified User
We are a distributed team, and all need to be able to answer a single phone line from many different locations. Talkdesk works well for remote use, and allows a phone tree to filter customers to the best agent. Voicemails and calls can be transcribed, and there is decent reporting for performance.
  • Easy to use
  • Works well for distributed teams
  • seamlessly handles multiple phone numbers
  • Caller ID function doesn't work well in my experience
  • Customer support is not great in my opinion
  • I believe product seems focused on very large teams at the expense of smaller operations
The basic call and answer functionality works well, though it requires a much faster internet connection than other VOIP solutions. (they list the requirement at 1 mbps, but in practice you need a lot more) If you have a remote team, Talkdesk will work from anywhere and the caller is none the wiser that you aren't all in one space. The contact functionality is helpful, tying in other software packages so you can see orders/tickets for the caller, but in my experience, it is frequently broken if you have more than one contact with the same number. There is a dropdown to show the multiple contacts, but you can't open it, and can only see the caller's phone number, with no name or email. In older versions, you could access the dropdown, but that option was removed and their staff is not interested in any fix here in my opinion. Surprisingly, I've found there is no way to combine duplicate contacts or otherwise manage your contact list in bulk.
December 04, 2023

Talkdesk Call Center

Score 8 out of 10
Vetted Review
Verified User
We are currently using Talkdesk throughout our US/Mexico and Europe Call Centers, for a variety of our departments. We are able to implement it with Salesforce and relate to the cases, so it makes it easier to follow the call throughout the process as well as evaluate agents with Call recording and screen capture.
  • The Live dashboards really help to know what agents are doing as well as see what calls are in the queue and the timing
  • They have a variety of reports and dashboards with the ability to create your own if needed.
  • The ease of administering the system is great and being able to do it from anywhere (via phone, iPad, etc.).
  • Default reports provide most of everything you need without having to create on from scratch
  • We would like the agents to be able to see their progress daily on the tool without seeing other agents (this is currently scheduled I think for Q4)
  • To be able to transfer calls to the top of a call flow, instead of transferring them out of the system and back in, so they can choose the correct option if the Ring group is not known.
  • For the Callback option, transferring the call outside the system and back in, the system retains the outbound caller id, not the customer's original one, so the callback will fail.
  • The ability to see real login/logout reports
Talkdesk has worked for all areas of our business and even with all our various languages we have throughout the world and they are always improving the products. They will listen to feedback and work to improve, what works best for the customer.
November 15, 2023

Everyday use

Score 9 out of 10
Vetted Review
Verified User
We support our client's 24x7 with critical customer support and business needs. Talkdesk is critical for us to have the interface up and running. From installing Talkdesk to its everyday use, it has been incredibly smooth and easy to use. With this pandemic happening, we have seen an increase in volumes with our clients and the need to be remote and active on the phones for support. Talkdesk has been great in achieving our needs to help assist our everyday clients.
  • Integrate with Salesforce
  • Clear communication
  • Easy to install
  • Report friendly
  • Stability in SF
  • Call quality/connectivity
Talkdesk has been a great phone platform for our customer support team. The third-party integration has made it easy for agents to launch calls from a customer ticket, log their call notes and have them carry over between ticketing and accounting programs. Good solution for businesses relying on a call queue system.
Score 10 out of 10
Vetted Review
Verified User
We are in the 24x7 customer support business and it's critical for us to have the interface up and running. Talkdesk does the job for us as expected. We have been using it for the last 2 years, and so far, the overall experience is great. The interface is smooth and easily integrated with Chrome, which we widely use in our company. We needed a phone system that allowed a distributed team in our org to take customer calls on mobile numbers and not expose their personal phones. Talkdesk helped us in this scenario and it's really useful in this Covid time as well. post the covid we have been using TalkDesk with no issues and all seems to be working great.
  • The best features are the ones that our Customer Service and Sales team use. The teams have to do calls on a daily basis and our customers are all over the USA. The ease of use and the app is the best.
  • Simple migration from existing apps.
  • Quick integration and easy to use.
  • Easy to install and setup.
  • Dependable
  • Easy Reporting
  • Sometime we faced issues related to caches. Not sure how that can be improved.
  • The thing I like least about Talkdesk is the reporting section. We need many customized reports, and for some reason, we haven't really explored this section. We wish it could be simple to use like an API call.
Overall, I think it's well suited for our requirements. We are a mid-level company and it works best in our setup. After using for couple of years I think we are comfortable using the software.
Score 10 out of 10
Vetted Review
Verified User
My team has to contact our customers and partners with Talkdesk, so it makes the communication between us (platform) and both parties possible. Without it, the communication would be much slower per email. We also have a chat function, but in some cases, a call solves the issue more effectively than an email or chat.
  • Allows customers and partners to contact us with their issues
  • Allows us to contact customers and partners to solve their issues with one another
  • Allows issues to be solved more efficiently and faster
  • sometimes people cannot hear/be heard
  • It would be great to have more detailed info (with graphics) about the team and individual performance
  • team performance reports daily/weekly/monthly mail functions would be great
Talkdesk is well suited to help customer service reach and get reached by customers and partners and also to monitor team performance. It also helps time analysts to track pick times of contact, so that we can forecast and plan headcount for specific times of the day/week/year and to monitor people's statuses, to see what could be improved.
August 04, 2023

Talkdesk review

Score 10 out of 10
Vetted Review
Verified User
We use Talkdesk for multiple departments here at Foundations Recovery Network. Our teams consist of Admissions Coordinators, Customer Service Specialist, Care Coordinators Clinicians, Operations, Benefits Analyst, Intake, and Adolescent Admissions Teams. We manage all of our inbound and outbound call volume through Talkdesk. Talkdesk software customizations ease the issues with call routing through out our company.
  • Customer Support
  • Communication on updates
  • Feedback
  • Streamlining the set up process
  • None
Talkdesk is well suited for any industry that is looking track, customize, and increase efficiency in any call center setting.
Score 9 out of 10
Vetted Review
Verified User
Used as a softphone and by our merchant care/support teams for supporting our product
  • UI is great
  • Support, also great
  • Users love it; easy to use; simple
  • I think documentation could be better, pointing towards using the desktop app
I believe Talkdesk is best suited for a helpdesk/merchant care type of situation where the different ring groups allow for a seamless experience for both customers and employees
Score 10 out of 10
Vetted Review
Verified User
We have used Talkdesk for both incoming and outgoing calls across the company particularly in the sale department. For customer outreach, quality assurance is important and call quality is excellent.TD is easily integrated with Salesforce and facilitates our ability to interface with customers to drives sales and enhance revenues.
  • Call quality
  • Easy integration with Salesforce
  • Adaptability to operational changes
  • Click to call is highly efficient
  • Call quality is sometimes not up to par but customer service is responsive
Certainly is well-suited to our applications for effective, reliable customer interaction, i.e. Salesforce integration. Compatibility with sales software tools is essential to meeting sales goals. The easier to use, the more customers you can contact in a given time period. This certainly adds to the group productivity and hence increased revenue stream.
July 25, 2023

I'm a talkdesker!

Score 10 out of 10
Vetted Review
Verified User
Our organization utilized Talkdesk to outreach to our students and for them to reach us. It has proven to be amazingly useful, consistent and reliable in this primary use. Talkdesk also provides a place for us to analyze every member of my teams use of talkdesk to ensure the team is actively working together on outreach.
  • Very reliable with our ability to complete outreach.
  • Very reliable for inbound calls for our target audience to reach.
  • The customer service is particularly helpful when it comes to troubleshooting issues.
  • I think the look of and layout of our talkdesk could be more seamless.
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. I would definitely recommend.
Score 10 out of 10
Vetted Review
Verified User
We wanted a global CTI solution compatible with our cloud CRM supporting approx 800+ agents worldwide with multiple language/timezone support. Our old CTI solution was an on Premise solution and although robust was difficult to manage and integrate with newer technology platforms.This is where we found Talkdesk to be meeting our needs. We went from designing to actual go live across all the regions (Americas/EMEA/APJ/India) in a record time of 10 months. We had our share of challenges and odd working hours due to diverse user base but the end result led to a much better integrated system with cloud CRM, company AWS storage account and reporting solution. We observed and raised multiple CR's along the way and we are seeing the progress in product features as we continue to enhance our system further. We are now excited to expand the capabilities with MS Teams integration and other new features.
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
  • The core maintenance, migration and deployment of Voice prompts, functions alongwith flow changes is crucial and is a key missing feature. Development in Production was a shocker and led to lot of confusion and limitation during the implementation and testing.
  • The AI feature is not as supported and reliable in Non English language
  • The Support team seems very lean to handle heavy loads of issue thereby delaying the resolution of the issue. One of our critical issue took almost 2 months to resolve which could have been handled better by proactively driving the issue from talkdesk end.
  • The support ticket does not have any escalation process. It needs to add the severity/ impact to number of agents and have people to support escalation especially involving Call Quality/network/Reporting/storage
It is a good solution in following scenarios: retaining existing SIP Numbers Integrating with internal AWS Storage Integrating with reporting solution Debugging call and call flows Guardian tool is helpful in identifying user browser, ip address or call quality issue Improvements needed: The network testing tool is not accurate and does not give a true picture. It needs enhancement. The support ticket escalation and handling needs to be responsive across their internal team for faster issue resolution. The AI feature needs work for multiple language support. The IVR flow , Prompts, function scripts needs better way to migrate, manage and deploy in production. The versioning of flow needs more input field length to document on changes. The current limit is only 50 or so characters.
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