An excellent AI and Automation solution for Contact Centres
August 19, 2025

An excellent AI and Automation solution for Contact Centres

Adam Tilston | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Talkdesk

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
  • Productivity gains
  • Customer satisifaction improvements
  • Performance metrics for benchmarking
  • Enhanced agent experience
I believe the interfaces could be more intuative, as there is a massive learning curve for new customers on the product. The academy is a great tool, but it can be too advanced for some of our customers. If i was to compare Talkdesk with one of its competitors Daktela. In my opinion, the Daktela Omnichannel admin portal is more user friendly both for the customers but also our support team.
  • Talkdesk Workforce Management
  • Talkdesk Agent Assist
  • Talkdesk AI Trainer
The AI products provide so many benefits. It saves a lot of time for call centre agents and also supervisors. This could be by automation of routine tasks, coaching and realtime agent support. It also benefits our agents with calls by allow post call analysis. Helps with assisting customers before it hits support by utilising the predictive customer service feature.
Talkdesk is more expensive per license than Daktela's offering. However there are more advanced AI functions with Talkdesk compared to Daktela. I think Daktela's portal is more user friendly than Talkdesk. However Talkdesk offers an Academy and Ceritfications which Daktela does not provide. Training for Daktela is chargeable and longer. Overall i believe Talkdesk does have the edge in terms of features available, and i am sure there will be more improvements to come in the future.

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 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.

Talkdesk Feature Ratings

8.8
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
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

Comments

  • Aunalisa Arellano | TrustRadius Reviewer
    Aunalisa Arellano
    (Vendor Representative) commented 4 months ago
    Thank you for your review Were glad to hear Talkdesks AI Agent Assist and speech analytics are adding value for your customers. We also appreciate your feedback on usability SMS and case linkingimportant insights well share with our team as we work to enhance the platform.

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