Talkdesk - Works great and easy to integrate
June 30, 2025

Talkdesk - Works great and easy to integrate

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

Overall Satisfaction with Talkdesk

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.

Pros

  • IVR & routing
  • Integration with other channels
  • Analytics

Cons

  • Flexibility / customization
  • Speed
  • AI integrations
  • Team efficiency
  • NPS / Customer satisfaction
  • Ticket close rate
I think Talkdesk is a pretty easy to figure out, modern software. We haven't had any serious issues bringing it into our tech stack. Not that many people are needed to help maintain it.
  • Talkdesk Agent Assist
  • Talkdesk Quality Management Assist
We haven't used this yet, but look forward to trying them out soon.
Talkdesk meets our needs well and struck the right balance between features and price. It had all the capabilities we are looking for and has been easy to integrate and maintain. Their tech stacks up well against competitors and we did not feel we we were missing out on any killer features that others have.

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?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

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.

Talkdesk Feature Ratings

8.8
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
9
Call tracking
9
Multichannel integration
8
CRM software integration
8
8.6
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
8
Historical reporting
9
Live reporting
9
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 5 months ago
    Thank you for your thoughtful review Were glad to hear Talkdesk is meeting your needs with IVR channel integration and strong analytics especially for day-to-day customer service interactions. We appreciate your feedback on flexibility speed and AI integrationthese are important areas of focus for us as we continue to evolve the platform. Its great to know Talkdesk fits well with your business and were committed to growing with you. Thanks again for sharing your experience

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