Talkdesk Reviews and Ratings

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.

Likelihood to Recommend

I'd hesitate to recommend Talkdesk to those using VMs because we've had some sound quality issues that are difficult to troubleshoot.

I would most definitely recommend Talkdesk for a company that is making regular changes to call flow and requires these changes to be made in a short amount of time.

Use Cases and Deployment Scope

Talkdesk is our telephony system for our inbound contact center that handles technical support for our organization. We were looking for a flexible platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which Talkdesk provides. We are looking to layer in AI components like autonomous agents, automated QA, and we are currently exploring these solutions.

Likelihood to Recommend

If I was building a contact center from scratch with the intent of integrating AI features into my operations, Talkdesk would be a top choice. If you do not plan on integrating AI, you might find a lot of Talkdesk's offerings extraneous.

Talkdesk's Copilot (real-time agent assistant, summarization, etc.) is very accurate for shorter calls. We have an ATT that is much higher than their customer base average, and the summary can start to become less succinct the longer the call goes on. We've noticed the same for automated QA scoring. This is more of a limitation of AI in general, rather than for Talkdesk itself.

Use Cases and Deployment Scope

Talkdesk is our primary omnichannel product. We have some big customers who utilise this product, and our company provides first line support for any issues that occur. Talkdesk meets the needs of our customers, as it allows AI integration, as well as opening up lots of different types of channels for customers to receive communication from their customers.

Likelihood to Recommend

Talkdesk is the premium product in our product portfolio. It is well suited for our enterprise level customers. Who are looking to bring in automation and AI functionality. Which currently the market is limited with solutions. It is less appropriate for our Small to Medium sized customers. Mainly do to pricepoint, and being deemed as overkill for some of our customers.

Use Cases and Deployment Scope

Talkdesk is the best dialing system in the game. We do face issues sometimes as Agents, but it's the best in the game so far. We are really satisfied as Agents, and we also get the help that we deserve as employees. Talkdesk can help you check how many inbound and outbound calls you have made so far as an individual and also check the calls of the whole team. It is very user friendly. In my own point of view I give this lovely system a 5/5.

Likelihood to Recommend

The experience of Talkdesk has been so great so far very user friendly we do not face system issues everytime. Ever since I started being a call centre Agent, I have never been introduced to such a wonderful dialing system, which is able to even educate you more, for example, the Talkdesk Academy, which is so Amazing and so easy.

Use Cases and Deployment Scope

To call customers and receive calls from them, we can also disposition the nature of the call, which makes it easier for the next interaction with the customer, as there is some information saved concerning the customer's name, location and Zendesk link. This helps the customer not repeat themselves to the next agent as there's a direct link to Zendesk, which most likely has notes on what the previous query was

Likelihood to Recommend

Talkdesk is fantastic if you want to keep tabs on your progress on calls for the day, especially if your productivity is measured by how many calls you make or take. You have all the customer's information, via the Zendesk link, so you know the query even before the customer starts explaining. Talkdesk records your calls for you, so you can listen to your calls to verify information. Talkdesk would not be ideal for chat or emails

Use Cases and Deployment Scope

We use Talkdesk to take inbound calls and make outbound calls. It allows us to call customers and chase for necessary documents and they can also call us if they have any queries retaled to the sale. It allows us to place the calls on hold while we verify the documents. It is very effective because it allows agents to track their calls for the day.

Likelihood to Recommend

Talkdesk is less appropriate when we are queuing because it only allows us to have 30 seconds after the call work, which sometimes is not enough because there are some cases where we have to escalate some queries to the UK documents team or to the seller. We could use more after-call work so we can have more time to leave a detailed note and escalate if necessary.

Use Cases and Deployment Scope

We use Talkdesk to receive and make outbound calls. It also records the call histories and allows us to listen to the calls that we take and we can listen to those that we make as outbound. It helps keep track of how many calls we have made and how many calls we have received. It is an all-in-one app.

Likelihood to Recommend

There is a new efficient feature that has been added, which allows you to customise the time of the calls that you have made, and it helps keep track of your daily progress while showing the time the calls were made. It is the most suitable app for a call centre environment.

Use Cases and Deployment Scope

In our organization we use Talkdesk to recieve and make calls,we also use it to track our quality assurance scores and feedback. Talkdesk allows us to interact with our customers and interact with each other within the organization.

Likelihood to Recommend

I believe Talkdesk suited in every scenario and the best part that I love about Talkdesk is that it displays the customer's information immediately the minute a call comes in, which allows you to know who you are talking to before you even answer the call.

Use Cases and Deployment Scope

We implement Talkdesk to connect with our customers, incoming calls, outgoing calls, call transfers, and conference calls. Our organization employs more than 100 employees and it has served our needs very well and efficiently. Deployment was fairly quick and easy, as well as dedicated support, even after hours. Overall we are happy with the product.

Likelihood to Recommend

I think Talkdesk is well suited for larger corporations who have a higher call volume and can afford it's cost. However, for smaller businesses it might not be a good idea. For the size of the company I work for Talkdesk works well. We've been told its easy to use, good UI and for admins it has good analytics and its ability to report.

Use Cases and Deployment Scope

We use Talkdesk primarily for inbound and outbound calls with customers for routine customer service interactions like answering questions, etc. Specifically, it has the ability to connect to other channel platforms, pretty good IVR and call routing, supervisor ability to monitor workflows and tasks, and good analytics which can be connected to fuller BI platforms.

Likelihood to Recommend

I think Talkdesk is really good for what it does and pretty much the standard for most medium size tech companies that are built on the cloud. I've heard of other more established companies that seem to be preferred by bigger, global companies, but for our needs Talkdesk works really well and I don't see a reason for us to look elsewhere.