Solid Jack-of-all-trades that should continue to innovate
December 19, 2025
Solid Jack-of-all-trades that should continue to innovate
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is our telephony system for our inbound contact center that handles technical support for our organization. We were looking for a flexible platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which Talkdesk provides. We are looking to layer in AI components like autonomous agents, automated QA, and we are currently exploring these solutions.
Pros
- Most of the platform is low- or no-code, which lets us maneuver quickly when we need to implement changes or new features.
- Supremely flexible routing flows.
- OOTB integrations with other platforms we use (Salesforce, Slack, etc.)
Cons
- Admin UI can be unintuitive if you're not familiar with it. There are like, 6 different places to "build" AI features. Without having been part of our contract negotiation I would have no idea what features I can enable without incurring usage charges.
- Reporting can take a long time to load. We do get most metrics pushed to Salesforce with the OOTB integration, so we generally use Salesforce for most reporting.
- Talkdesk is very customizable, which is a benefit if you have a savvy admin. However, if things break or don't work as expected, it can be difficult bringing Support up to speed with what you've built and working toward a solution.
- Reduced average ACW from ~4min to ~2min
- CSAT increased over 30%
- Our QM team evaluates calls 20% faster
- Talkdesk Agent Assist
- Talkdesk Knowledge Management
- Talkdesk AI Trainer
- Talkdesk Quality Management Assist
We are still in an RFP stage here and would love to consolidate our AI usage into one platform (Talkdesk) if the products prove effective. Copilot, Autopilots, and QM Assist are the three we are most interested in.
We chose Talkdesk over five years ago because they were an innovator and leader in AI integration for a contact center.
From an AI functionality standpoint today, we don't notice much difference between platforms. There's kind of an LLM plateau right now, and the key differentiators for us are a simple, elegant admin portal and robust reporting/auditing capabilities. We'd like to see Talkdesk continue improving on these.
From an AI functionality standpoint today, we don't notice much difference between platforms. There's kind of an LLM plateau right now, and the key differentiators for us are a simple, elegant admin portal and robust reporting/auditing capabilities. We'd like to see Talkdesk continue improving on these.
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?
Yes
Would you buy Talkdesk again?
Yes
Comments
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