Talkdesk is amazing
August 01, 2025

Talkdesk is amazing

Londeka Ndlovu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

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
  • efficiency
  • productivity
  • customer retention
  • customer satisfaction
It is easy to use and understand; even someone who has never used it can log in and understand its features. However, sometimes the switching from different ox codes, for example, from lunch to admin, is difficult, as Talkdesk would sometimes freeze, for some time, but this can get resolved quickly by just rebooting the system.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk Knowledge Management
  • Talkdesk Guardian
  • Talkdesk AI Trainer
  • Talkdesk Interaction Analytics
  • Talkdesk Quality Management Assist
The automated voicemail drop is fantastic as it saves time, and you don't have to leave the voicemail message yourself. Talkdesk also auto-populates the seller's name, making for a great customer experience as it's more personable when someone calls by your name. This is the finer detail for customer retention as well.
Talkdesk records your calls for you, and you can listen to them right after the call, if there's information you want to verify. You can get your QA markings/scores right on Talkdesk, and it has a direct link to the dashboard or Zendesk of the call that was marked. Softphone doesn't have any of these features, which are excellent if you're someone who likes to keep on top of their work.

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 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

Talkdesk Feature Ratings

9.9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
REST APIs
10
Call tracking
10
Multichannel integration
9
9.7
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
10
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 Talkdesks voicemail drop call tracking and Zendesk integration are helping streamline your customer interactions and make the platform easy to useeven for new users. We appreciate you highlighting the issues with aux code switching latency and call updates. Your feedback is valuable and well share it with our team as we continue to improve system performance and reliability. Thanks again for sharing your experience

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