Talkdesk

Score8.1 out of 10

687 Reviews and Ratings

Talkdesk Use Cases

Talkdesk

Talkdesk Use Cases

Community insights

TrustRadius Insights for Talkdesk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Ease of Use and Customization: Users have appreciated the intuitive interface of Talkdesk, allowing for easy navigation and customization options tailored to their collaboration needs. For example, one user mentioned how quickly they were able to set up their workspace according to their team's preferences.

Valuable Training Resources: Reviewers have specifically mentioned the extensive library of training materials offered by Talkdesk, which has proven valuable in enhancing user skills and knowledge. Some users highlighted that the interactive nature of the training modules made learning about new features enjoyable and practical.

Responsive Support: Customers have praised Talkdesk's support team for their quick response times and helpful assistance whenever issues arise, leading to a smoother overall experience with the platform. One user shared an instance where the support team guided them through a technical problem swiftly, minimizing any disruption to their workday.

Reviews

503 Reviews

Great Partner With a Great Product

Rating: 8 out of 10

May 1, 2026

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.

Likelihood to Recommend

Talkdesk is a very innovative company. They truly want to be at the forefront of emerging technologies. That was shown when they developed the current platform. But, its also being shown with the rapid growth and change brought on by AI today. Talkdesk wants to be an innovative solution that not only leverages emerging technologies but also wants to develop their own to be a leader in this space.

While Talkdesk has a lot of resources available to their clients, if you do not have IT resources available to admin the system and continue to leverage the technologies Talkdesk offers, then this solution may not be for you. We have not identified a managed services service offered by Talkdesk. So, you have to manage the solution yourself or outsource to a vendor to help ensure your system is optimal and continues to be developed.

Verified User

Director in Customer Service (501-1000 employees)

Vetted Review

3 years of experience

A Quality Assurance Managers Review of Talkdesk

Rating: 7 out of 10

Incentivized

March 30, 2026

Use Cases and Deployment Scope

It offers complex routing in a simple to use way. It encompasses all of our customer facing needs.

Pros

Call Routing
Organized Teams
Call Reporting
Call Metrics

Cons

Call monitoring and different role uses
SMS
Integrations

Likelihood to Recommend

For basic call center usage, it works great. I would highly recommend it for small businesses, especially accompanied with the AI summary. The fact that it has live transcripts and will store a summary of that conversation, is incredibly useful when looking up past customer interactions to see what they spoke about and what the questions were and if and how it was resolved.

Verified User

Manager in Quality Assurance (51-200 employees)

Vetted Review

3 years of experience

Talkdesk Review

Rating: 6 out of 10

Incentivized

March 26, 2026

Use Cases and Deployment Scope

Primarily as a call center for our Help Desk.

Pros

Reporting
Call routing
Some skill based routing on agent accounts

Cons

Reporting
General dashboard for public display

Likelihood to Recommend

If you were to purchase the advances options, TD would likely be a great fit for your needs. We use TD for a basic call center solution. This suits our needs at the moment.

Verified User

Manager in Information Technology (5001-10,000 employees)

Vetted Review

4 years of experience

Made the move to Talkdesk and loving it

Rating: 8 out of 10

Incentivized

January 30, 2026

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.

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.

Verified User

Manager in Customer Service (1001-5000 employees)

Vetted Review

4 years of experience

Solid Jack-of-all-trades that should continue to innovate

Rating: 9 out of 10

Incentivized

December 19, 2025

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.

Pros

Most of the platform is low- or no-code, which lets us maneuver quickly when we need to implement changes or new features.
Supremely flexible routing flows.
OOTB integrations with other platforms we use (Salesforce, Slack, etc.)

Cons

Admin UI can be unintuitive if you're not familiar with it. There are like, 6 different places to "build" AI features. Without having been part of our contract negotiation I would have no idea what features I can enable without incurring usage charges.
Reporting can take a long time to load. We do get most metrics pushed to Salesforce with the OOTB integration, so we generally use Salesforce for most reporting.
Talkdesk is very customizable, which is a benefit if you have a savvy admin. However, if things break or don't work as expected, it can be difficult bringing Support up to speed with what you've built and working toward a solution.

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.

Verified User

Analyst in Information Technology (1001-5000 employees)

Vetted Review

4 years of experience

An excellent AI and Automation solution for Contact Centres

Rating: 10 out of 10

Incentivized

August 19, 2025

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.

Pros

AI & Automation capabilities
Agent Assist
Speech Analytics and sentiment analysis

Cons

Usability Challenges - a more intuiative interface would be better.
Lack of Bulk SMS capability
Case linking for multiple customer interactions

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.

Adam Tilston

Technical Support Manager in Information Technology at ARO Technology (501-1000 employees)

Vetted Review

Reseller

3 years of experience

View profile

Phenomenal Thank you so much

Rating: 9 out of 10

August 7, 2025

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.

Pros

Talkdesk you opt e.g Available, Comfort break, lunch. etc.
Talkdesk academy to be able to educate yourself
Talkdesk you are able to see the voicemail section
Talkdesk you also able to check your Evaluation scoreboard from Quality Assurance

Cons

Talkdesk can have room for improvement if we can be able to join Academy at the comfort of our own home
Avoid pressing the Activities tab to check how many calls you have

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.

Zinhle Msibi

Documents Specialist at WNS (10,001+ employees)

Vetted Review

Talkdesk is amazing

Rating: 10 out of 10

August 1, 2025

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

Pros

automated voicemail drop
disposition codes
track your calls(howmany, how long)
record your calls and listen to them

Cons

latency
updates calls late
issues where you can't change/switch ox codes

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

Londeka Ndlovu

customer service agent in Customer Service at motorway (51-200 employees)

Vetted Review

1 year of experience

Very effective and easy to navigate.

Rating: 9 out of 10

July 31, 2025

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.

Pros

It allows agents to receive evaluation scores of calls and tickets, which is great because agents are always up to date with the scores for the month.
It allows agents to see how many inbound and outbound calls they have for the day, which means we don't have to wait for the updates to be sent, and we can also track our updates.
It allows us to transfer calls to different departments, which is good for customer journey because they have all their questions answered in one call.

Cons

Talkdesk sometimes have a tendency of glitching during calls which makes the seller to end up dropping calls because the can't hear the agents properly.
The call update is not always accurate; we can only see the actual number of calls we made the following day.
The calls that we transfer or that are transferred to us does not count on the 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.

Ayanda Mwandla

Documents specialist in Customer Service at Motorway (51-200 employees)

Vetted Review

1 year of experience

The most effective app for a call centre industry

Rating: 10 out of 10

Incentivized

July 23, 2025

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.

Pros

Making calls
Receiving calls
Quality management
Keep track of conversations
Records calls

Cons

Quality reviews can be simplified, making it easy to use for everyone
Outbound calls take a minute before you can see them on Talkdesk
Call quality is a bit low

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.

Verified User

Consultant in Customer Service (201-500 employees)

Vetted Review

2 years of experience

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Video reviews

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Great Partner With a Great Product

Rating: 8 out of 10

May 1, 2026

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Verified User

Director in Customer Service (501-1000 employees)

Vetted Review

3 years of experience