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Talkdesk

Score8.1 out of 10

693 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.

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 693 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: 8.7

  • 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: 8.3

Most Frequent Users

Top 3 industries using Talkdesk.
Based on HG Insights installation data
Powered by
View all Reviews
#1 most frequent

Professional, Scientific, and Technical Services

16.0%

163 installations of 1,021

#2 most frequent

Information

15.9%

162 installations of 1,021

#3 most frequent

Finance and Insurance

14.3%

146 installations of 1,021

“Using a software based business allowed us to throw away the hardware phones on our desks, allowing our hybrid team members to work more efficiently”

— Workforce & Operations Manager, COCC (1001-5000 employees)
Verified Review

Talkdesk Reviews

What users are saying about Talkdesk.
View all Talkdesk reviews

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

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

Made the move to Talkdesk and loving it

Incentivized
Verified User
Manager in Customer Service (1001-5000 employees employees)

Use Cases and Deployment Scope

We replaced an on-premise ancient Cisco system with Talkdesk a few years ago. Moving to the cloud and having the AI and reporting tools that come with Talkdesk have been great for us. We require scalability and the option to make changes to call flows quickly which Talkdesk has delivered.

Pros

  • Scalability - Purchasing and launching new phone numbers
  • Call Flow Changes - Graphic user interface used to plan and adjust call flows
  • AI Summarization - Summaries created for our agents during calls are spot-on

Cons

  • Call Holding Alerts - We haven't found a way to get real-time alerts into Slack or email besides the new tool within Live which requires the dashboard be open.
  • Billing - We've had issues with the accuracy of invoices that we think are fixed but then tend to reappear.
  • Troubleshooting with VMWare - It's difficult to troubleshoot some issues since we run Talkdesk within VMWare. Guardian's stats don't accurately reflect the full network journey from an agent, to our data center, to Talkdesk.

Return on Investment

  • AI Summaries have shortened our after call work time and also made our case notes more accurate.
  • Using a software based business allowed us to throw away the hardware phones on our desks, allowing our hybrid team members to work more efficiently

Usability

Alternatives Considered

Cisco Unified Contact Center

Other Software Used

Smartsheet, ServiceNow Customer Service Management, Calabrio WFM

Talkdesk Positive Review.

Incentivized
Verified User
Manager in Customer Service (51-200 employees employees)

Use Cases and Deployment Scope

We use the Talkdesk to evaluate calls and communicate feedback to employees regarding their performance. We also use it to track agent productivity and their status. Talkdesk helps us address productivity issues as we have a live view of everything and can address it simultaneously. We can also track performance feedback through the evaluation forms.

Pros

  • Live tracking of agent productivity.
  • Reporting of agent evaluations.
  • Text analyzing calls agents have taken.

Cons

  • They are reporting fulling through faster.
  • There are no other issues with the Talkdesk.

Return on Investment

  • Increased Quality assurance scores.
  • Improved customer experience and trust in pilot reviews.
  • Improved training material.
  • Improved call handling time.
  • Increase quality evaluations

Usability

Alternatives Considered

Zendesk Suite

Other Software Used

Microsoft 365, Slack, Zendesk Explore

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