Talkdesk Positive Review.
Updated January 07, 2026

Talkdesk Positive Review.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

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.
  • Increased Quality assurance scores.
  • Improved customer experience and trust in pilot reviews.
  • Improved training material.
  • Improved call handling time.
  • Increase quality evaluations
Talkdesk makes our lives easy in our organization as it's not only user-friendly but also has many functions that help make customers' lives easy and are not time-consuming. With these features, we have multiple features that help improve the quality of work, from calls to reporting of agent activity and also Ai features that makes our lives too easy but consolidation quality scores or calls to better our service and quality of service
The implementation of Talk desk is great as this tool creates effeciencies and also productivity on another level in our organization to better equip our people in terms of the system and improve our quality of service from calls being crystal clear when speaking to customers to the evaluation of scores and use of multiple reports of the information applied on it
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
The AI products and Integrations have made these even more accessible as they guide the necessary tools while taking the weight off our shoulders with some functionalities on Talk Desk. While still providing excellent service, efficient results, and less time spent on evaluations and reporting, these have made these even more accessible and user friendly to better adapt to them and utilize to better your role
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
The two Main ones for us is interaction and quality management one as this has taken our interactions to another level as we pick up key words to determine the customers mood when dealing with us on certain cases and also quality management has increased our quality of service by firstly giving us more interactions evaluation with Auto QA and also reporting on another level of live scores
The applications are different in terms of how they work but talk desk outshine most with their powerful AI features or tools being utilized I without you noticing in some cases it's AI and how user friendly talk desk is with multiple streams of reporting coming from the application with it mostly live meaning an evaluation can be done now and show the upward trend or downward trend of scores

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Talkdesk is well suited for a customer experience environment. We use this tool to track customer interaction and satisfaction and to report on the business's performance. I don't have cases where it's less appropriate.

Talkdesk Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Talkdesk

1Call taking from agent population to service customers is our main use
of talk desk and management uses it to. Monitor agents and any
investigations into calls and our quality team uses talk desk to assess
calls and evaluate interactions. Quality and the management team uses
talk desk for reporting purposes from a call taking to a quality score
and customer satisfaction point so we cam see who gives better results
5 - 1There is IT support which is a group of people trained for tech related
issues within talk desk where training was done with them when it was
first implemented and you have team leaders or managers who will support
with any small unrelated issues to tech but more usage of reports that relate to agent performance or customer satisfaction or aux codes for breaks and lunches
  • Call taking
  • Call evaluating
  • Time keeping
  • Auto QA
  • Time keeping
  • Reporting of stats
  • Quality evaluation
  • Workforce management
  • Speech analytics
One of the best tools our there to tackle alot of our needs or issues within the organisation's and is value for money as you find alot of the features already in bedded and the Ai features are user friendly no need for additional training and Talk desk support when any issues arise is amazing

Evaluating Talkdesk and Competitors

Not Sure
  • Ease of Use
Talk desk allows more sustainability and cost effective solution to operating due to the vast amount of options and features available for not only quality management but also Work force management and reporting to help drive all effectiveness of the business and quality of service being provided to customers on every interaction while having on hand reporting for whatever needs to be addressed
implementation of a trial period and a training session to fully understand all the features you will us and need directly with also a brief on features other same or similar establishment use so that incase directive changes you can lean on this knowledge to better utilize the tool within the organisation

Talkdesk Implementation

  • Implemented in-house
Not sure - system was implement prior to my arrival to the company
  • connection drop off

Talkdesk Training

  • Online Training
  • In-Person Training
training was completed by inhouse training team which was good and i was able to pick up anything i needed to know and the other parts off training was shared by management
Training was informative and outlined all the sections that i will need and what they do

Talkdesk Support

never contacted support
ProsCons
Quick Resolution
Knowledgeable team
Immediate help available
Poor followup
i have not heard out it

Using Talkdesk

ProsCons
Like to use
Easy to use
Well integrated
Consistent
Quick to learn
Feel confident using
Requires technical support
Cumbersome
Lots to learn
  • Quality management
  • calls report
  • managing of call queues
  • WOW quality scores report

Talkdesk Reliability

talk desk has helped us massively with flexibility of one system giving us all the relevant information we need to be able to drive improvement and also good service from work force management to quality improvement to the reporting of the work and inputs going in and assess outputs to determine the success of our work and remaining development areas
talkdesk is available most of the time and has the once in a while system issues off being offline and also having calls drop when connection is not strong
reports are good until a report is a big one in size then the wait is longer and some call reports delay by an hour or so which is not ideal as we pull these hourly and need them from Work force management perspective and Quality reports are perfectly fine

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 2 years ago
    Thank you so much for taking the time to review Talkdesk! We are thrilled to hear it is helping you with agent productivity, reporting, and analyzing past calls.

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