Talkdesk is a great tool for businesses that need flexibility when setting up their call center
June 03, 2025

Talkdesk is a great tool for businesses that need flexibility when setting up their call center

Christian Thurgood | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

We answer phone calls from tenants at storage facilities. Talkdesk allows us to specifically answer to each client and handle the day to day operations of a storage facility. To do this we need the ability to create a call flow customized to each location and Talkdesk has the capability to do that.

Pros

  • Customizable reporting for phone calls and agents
  • Workforce management
  • QA call grading and scoring
  • Call flow building

Cons

  • The billing system always seems to be confusing and incorrect.
  • Simple way to select products and features without paying for stuff we don't need.
  • Easier way to know what new features are coming out and what would be relevant to our business.
  • I don't have specific numbers but Talkdesk has allowed us to grow and scale while offering more service options to our clients.
  • We now utilize the chat feature that our clients can pay for and that is something we didn't used to have.
  • The ability to add clients and agents while customizing the setup is necessary for us to expand.
The usability is great as long as you are tech savvy and willing to learn. It can be overbearing and stressful if you haven't navigated a VOIP phone system before.
Implementation was quite a few years ago for us. Talkdesk was helpful but it also took quite a bit of time to get everything right the way we needed it. Because of the number of features and options it can take multiple months to have everything setup properly.
  • Talkdesk Workforce Management
  • Talkdesk Knowledge Management
  • Talkdesk Quality Management Assist
Agent assist did not work for us the way we needed it to. We tried to make it work for over 2 years. However, we are excited about QM Assist. We haven't used it yet but we have added it to our package.
We felt like Talkdesk has more flexibility and is more customizable to what we need.

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?

Yes

Did implementation of Talkdesk go as expected?

Yes

Would you buy Talkdesk again?

Yes

Talkdesk is very good for medium to large organizations that need customizability and many features. They would not be as relevant to small businesses because of price point and barrier to entry with so many product offerings and features.

Talkdesk Feature Ratings

8.4
Agent dashboard
9
Validate callers
Not Rated
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
7
CRM software integration
5
8.9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
9
Quality management
8
Call analytics
9
Historical reporting
7
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 7 months ago
    Thank you for your feedback We're glad Talkdesk helps support your daily operations with customizable call flows reporting QA and workforce management. We appreciate your input on billing clarity and feature transparency these are important areas and we'll share your suggestions with our team as we work to improve.

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