This product assessment synthesizes insights from 12 recent reviews across multiple dimensions to provide a comprehensive overview of Talkdesk. Talkdesk is primarily used for managing inbound and outbound calls, supporting customer service interactions, and enabling call monitoring and evaluation. A significant portion of users (8 of 12 reviewers) utilize Talkdesk for core call center functions, while 5 reviewers specifically mention using it for call monitoring and quality assurance. Talkdesk is praised for its call quality and related features, with 5 of 12 reviewers highlighting this aspect. The platform's quality assurance capabilities, including call grading and scoring (mentioned by 4 reviewers), are also a strength. However, some users have reported technical reliability issues (3 of 12 reviewers) and desired improvements in notifications and alerts (3 of 12 reviewers). Despite these drawbacks, Talkdesk appears to drive efficiency and productivity gains, with 5 reviewers noting improvements in these areas. Talkdesk Agent Assist is the most frequently mentioned AI product, appearing in 7 reviews, suggesting a strong adoption of AI-powered features within the platform.

Pros

High call quality and reliable call features, as noted by 5 of 12 reviewers.
Robust quality assurance capabilities, including call grading, scoring, and ticket evaluations, mentioned by 4 of 12 reviewers.
Customizable reporting and live dashboards for analytics, appreciated by 3 of 12 reviewers.
Effective AI-powered features, particularly Talkdesk Agent Assist, used by 7 reviewers, and Talkdesk Quality Management Assist used by 5 reviewers.
Drives efficiency and productivity gains, with 5 of 12 reviewers citing improvements in these areas.

Cons

Technical reliability issues and inconsistent connection quality, reported by 3 of 12 reviewers.
Lack of comprehensive notifications and alerts, such as pop-up reminders for long hold times or status changes, mentioned by 3 of 12 reviewers.
Slow reporting speeds and occasional deterioration of call quality, cited by 2 of 12 reviewers.

What other products like Talkdesk have you used or evaluated?

From 12 reviews

Summary

This analysis synthesizes 12 recent product reviews to identify alternative products that reviewers have experience with. A notable portion of reviewers (3 of 12) mentioned using or evaluating other contact center software, including platforms like Genesys Cloud CX, Zendesk Talk, and Freshdesk Contact Center. Additionally, 2 of 12 reviewers mentioned experience with other products like Callback Tracker and Cisco Secure Equipment Access, indicating the use of various tools alongside or in place of the reviewed product. The limited sample size suggests caution in generalizing these findings, but the data provides insight into the competitive landscape and potential alternatives considered by users.

Top Quotes

Other Contact Center Software

“MiVoice Office Application Suite (Mitel Application Suite) and RingCentral Contact Center”

Other Products Evaluated

“Callback Tracker and AirManual”

What positive or negative impact (i.e. Return on Investment or ROI) has Talkdesk had on your overall business objectives?

From 12 reviews

Summary

This report analyzes 12 recent reviews to assess the return on investment (ROI) that Talkdesk has delivered for its users. A recurring theme is that Talkdesk appears to drive efficiency and productivity gains. 5 of 12 reviewers specifically cited improvements in these areas, pointing to metrics like reduced call handling time and increased agent productivity. Several reviewers also highlighted improvements to customer service. While these positive impacts are noted, the small sample size means these findings should be interpreted cautiously.

Top Quotes

Improved efficiency/productivity

“Team efficiency”

Improved customer service

“It has helped the organization to have feedback from customers on how to improve the work process.”

Besides Talkdesk, what other software do you regularly use? How likely would you be to recommend it to a friend or colleague?

From 12 reviews

Summary

This analysis synthesizes 12 recent product reviews to identify software regularly used alongside Talkdesk. Reviewers mentioned several other software solutions, with Zendesk Chat being the most frequently mentioned (4 of 12 reviewers). While the sample size is small, these co-mentions provide insight into the broader software ecosystems in which Talkdesk is used. Salesforce was mentioned by 2 of 12 reviewers. The co-mention of these products suggests potential integrations or complementary functionalities that users find valuable.

Related topics

Zendesk Chat Salesforce

Top Quotes

Zendesk Chat

“Agency Dashboard, Zendesk Chat, Outlook4Gmail”

Salesforce

“Zendesk Chat, Customer.io, Salesforce CRM Analytics”

Describe how you use Talkdesk in your organization. What are the business problems the product addresses and what is the scope of your use case?

From 12 reviews

Summary

This report synthesizes 12 recent reviews to understand how users are employing Talkdesk within their organizations and the business problems it addresses. A core function, mentioned by 8 reviewers, involves using Talkdesk for making and receiving both inbound and outbound calls. Talkdesk also facilitates call monitoring and evaluation, which was noted by 5 reviewers. These features support customer service interactions, quality assurance, and agent coaching, enabling businesses to maintain communication with customers and improve service quality.

Top Quotes

Making and Receiving Calls

“We use the Talkdesk to receive inbound and outbound calls, change statuses for relevant situations, see our quality scores, check how many calls we have made, see coaching documents, and listen to our calls.”

Call Monitoring and Evaluation

“I use Talkdesk to communicate with customers and listen to recorded calls because every call that you make or receive is recorded by Talkdesk, which makes it easy to find all recorded calls when you need to go back and check what communication was made with the customer. I also use it to create evaluation tickets for the agents.”

Which of the following Talkdesk AI products or AI integrations do you use? (Select all that apply)

From 12 reviews

Summary

This analysis synthesizes 12 recent reviews to identify which Talkdesk AI products or integrations users are leveraging. Talkdesk Agent Assist is the most frequently mentioned AI product, appearing in 7 reviews. Talkdesk Quality Management Assist is also a popular tool, with 5 mentions. Talkdesk Interaction Analytics is used by 4 reviewers. Talkdesk Workforce Management was mentioned in 3 reviews. Given the sample size, these counts provide directional insight rather than definitive conclusions. These AI tools appear to be used in conjunction to provide a multi-faceted approach to contact center optimization.

Top Quotes

Talkdesk Agent Assist

“Talkdesk Agent Assist”

Talkdesk Interaction Analytics

“Talkdesk Interaction Analytics”

Talkdesk Quality Management Assist

“Talkdesk Quality Management Assist”

Please provide some detailed examples of areas where Talkdesk has room for improvement.

From 12 reviews

Summary

This report analyzes 12 recent reviews to identify areas where Talkdesk users see room for improvement. A notable area of concern is technical reliability, with 3 of 12 reviewers mentioning "technical issues" or inconsistent connection quality. Another area for improvement revolves around notifications and alerts, also mentioned by 3 of 12 reviewers, who suggest adding features like pop-up reminders for long hold times or status changes. Finally, 2 of 12 reviewers cited issues related to reporting and performance, specifically slow reporting speeds and deteriorating call quality. These points collectively suggest opportunities for Talkdesk to enhance its platform's stability, user experience, and data processing capabilities.

Top Quotes

Technical Issues

“technical issues”

Notifications and Alerts

“I would like for Talkdesk to add a popup message when you have put customers on hold for too long.”

Reporting and Performance

“The reporting on explore can sometimes be very slow.”

Please provide some detailed examples of things that Talkdesk does particularly well.

From 12 reviews

Summary

This report synthesizes 12 recent reviews to identify areas where Talkdesk performs well. Reviewers frequently highlight the platform's call quality and related features; 5 of 12 reviewers mention this aspect. Another area of strength is quality assurance, with 4 of 12 reviewers noting the platform's capabilities for call grading, scoring, and ticket evaluations. Finally, 3 of 12 reviewers appreciate Talkdesk's reporting and analytics features, including customizable reporting and live dashboards. These features collectively contribute to Talkdesk's perceived value in managing and optimizing call center operations.

Top Quotes

Call Quality and Features

“Receives calls immediately and connects well.”

Quality Scores and Evaluations

“QA call grading and scoring”

Reporting and Analytics

“Customizable reporting for phone calls and agents”

Reviews

498 Reviews

Talkdesk - Works great and easy to integrate

Rating: 9 out of 10

Incentivized

June 30, 2025

Use Cases and Deployment Scope

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

Likelihood to Recommend

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.

Verified User

Professional in Corporate (1001-5000 employees)

Vetted Review

5 years of experience

Efficient easy to use and very much convenient communication within the customers and the agents.

Rating: 10 out of 10

Incentivized

June 27, 2025

Use Cases and Deployment Scope

We use Talkdesk for making outbound and inbound calls. It also helps check and review relevant schedules as per Calabrio. It is the most convenient tool that holds the company together, making work easier as we communicate freely and easily with sellers and customers.

Pros

Receives calls immediately and connects well.
Making outbound calls and having Talkdesk display the name associated with the number.
Aux on break, lunch, or meeting, and it stays as it is and does not change status on its own.
Being able to check on colleagues on whether they are available.
Able to track your work for the day, the amount of calls you made and received.
Being able to check your Daily and monthly score from QA.

Cons

It could be better if Talkdesk could notify whenever you need to aux.
Talkdesk should integrate with Callabrio so it can track time for each agent or activity and notify when an agent exceeds their allocated time.
Talkdesk should also show the number of work done at the top so that you will be alerted on whether to work hard or relax.

Likelihood to Recommend

Best suited to make and receive calls from clients or customers. Worst because it shows states or calls 2 hours behind, which sometimes confuses, and also sometimes does not notify when you receive a new QA score.

Verified User

Consultant in Customer Service (201-500 employees)

Vetted Review

2 years of experience

Talkdesk is for Closers

Rating: 9 out of 10

Incentivized

June 24, 2025

Use Cases and Deployment Scope

It allows our team to speak with our clients and customers. Typically this is best used by our Support Staff to ensure our business needs are being addressed in a timely manner.

Pros

Audio
Connectivity
Simplicity

Cons

Connection can be static at times
Dropped calls
Smoother interface

Likelihood to Recommend

It has an ease of use for new users or employees. Customers seem to like all interactions typically. Troubleshooting is typically simple which allows to get back to business quickly!

Verified User

Account Manager in Sales (51-200 employees)

Vetted Review

8 years of experience

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

Rating: 8 out of 10

Incentivized

June 3, 2025

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Christian Thurgood

CEO in Corporate at Zion Call Management (51-200 employees)

Vetted Review

8 years of experience

Great and easy to use system, with fantastic support.

Rating: 9 out of 10

Incentivized

March 14, 2025

Use Cases and Deployment Scope

Talkdesk is a fantastic system that is much more streamlined and easier to use than our previous telephone provider. It is a straightforward and quick process if we need to make changes to advisers' lines of business. Live dashboards are great and can be tailored to what we need to see.

Pros

Live dashboards (monitoring live calls/chats/emails etc).
Creating and managing users.
Studio flows for telephony.

Cons

The reporting on explore can sometimes be very slow.
We do not have AWOL if an adviser goes over their break, as the break codes count up instead of down and does not go into an 'AWOL' status, doesn't flag up on dashboards so then has to be pulled via reporting.

Likelihood to Recommend

Talkdesk is a great and easy to use system and very user friendly Our CSM our representative is fantastic and is always available for support when needed - we had an outage recently and he was straight on the case and escalated it, to ensure it was resolved as quickly as possible - he also explains things very well in a simple way, so processes are easy to understand, I can't recommend them enough as a CSM.

Lauren Whalen

Resource and real time analyst in Customer Service at A (1001-5000 employees)

Vetted Review

Best

Rating: 10 out of 10

Incentivized

March 7, 2025

Use Cases and Deployment Scope

We use Talkdesk to receive inbound Calls, Make outbound calls, disposition calls. add interaction remarks and receive Call Quality Evaluations. We als track and store evaluation data and are able to link customer profiles with contact details. Previous interactions and past data is also stored. We also use Talkdesk to swith between Aux Codes/States

Pros

Receive Inbound Calls
Call Quality
Data storage

Cons

Call Quality sometimes deteriorates
Profile customization
More detailed view of call details

Likelihood to Recommend

Talkdesk is best suited for receiving inbound calls, receiving any inbound calls and being able to correctly disposition them accordingly. It is also best suited for storing contact detail data and retrieving any past information like previous interactions. It is also best suited for transfers within departments as it provides an instant connection

Verified User

Consultant in Customer Service (10,001+ employees)

Vetted Review

3 years of experience

Excellent and Efficient

Rating: 10 out of 10

Incentivized

March 7, 2025

Use Cases and Deployment Scope

We use Talkdesk to receive and make calls , Alse we receive our quality scores on Talkdesk so we can improve our quality scores and service that we provide to our clients , we also can transfer calls within the organization based on different departments that we have within .we can also disposition based on the nature of the query

Pros

call recieving
outgoing calls
quality score marks
improved customer service

Cons

technical iisues
provide customer engagement
help a customer resolve their issue

Likelihood to Recommend

Talkdesk is well suited for being fast and efficient, very easy to use. when there is an incoming call, on most calls you can see the customer's information already, making it easier for us to assist the customer immediately without wasting much time as you already have their information.and if there is a need for one to transfer the call to a certain department

Verified User

Advisor in Customer Service (501-1000 employees)

Vetted Review

3 years of experience

Talkdesk.

Rating: 10 out of 10

Incentivized

January 16, 2025

Use Cases and Deployment Scope

I use Talkdesk to create evaluation tickets for agents; Talkdesk allows us to be able to listen to previous calls as they are recorded on the system so we can be able to check what was communicated to the seller and if the agent was able to relay the correct information to the seller.

Pros

Create evaluations.
Monitoring performance.
Coaching
call recording.

Cons

Talkdesk has latency issues when logging in.
Sometimes, it automatically changes your status to offline, which affects your adherence.
To notify you when you are exceeding hold.

Likelihood to Recommend

Talkdesk is well suited when evaluating agents as it lets you advise them where they are lacking and where they need to improve to get a better score.

Verified User

Consultant in Quality Assurance (51-200 employees)

Vetted Review

1 year of experience

Talkdesk Review

Rating: 10 out of 10

Incentivized

December 30, 2024

Use Cases and Deployment Scope

I use Talkdesk to communicate with customers and listen to recorded calls because every call that you make or receive is recorded by Talkdesk, which makes it easy to find all recorded calls when you need to go back and check what communication was made with the customer. I also use it to create evaluation tickets for the agents.

Pros

Talkdest records calls.
It helps you create ticket evaluations.
Keep record of all inbound calls made.
Keep record of all outbound call made.

Cons

I would like for Talkdesk to add a popup message when you have put customers on hold for too long.
I would like for Talkdesk to add a reminder for a call back.
I would like Talkdesk to notify you when you need to change a status.

Likelihood to Recommend

Talkdesk is well suited for our organization in terms of when you need to go back and listen to conversations made with customers, and it also helps when you need proof that a specific communication has been made with a customer via a phone call. There are call recordings to assist when you need to go back to some conversations made.

Ntombifuthi Zimba

Quality Assurance Agent in Sales at Motorway (201-500 employees)

Vetted Review

3 years of experience

Talkdesk review.

Rating: 10 out of 10

Incentivized

December 11, 2024

Use Cases and Deployment Scope

I use the Talkdesk to create evaluations while working on quality assurance. We also use it to take calls and interact with our customers. It is easy to use and helps the business explain its product to our customers, which we discuss with our customers using the Talkdesk.

Pros

Creating evaluations.
Making interaction by calls.
Quick resolution.
Create a great experience with our customers.
Easy to use.

Cons

Pop up a reminder for changing status.
Make it live to show all the statuses.
Provide real-time feedback.

Likelihood to Recommend

Talkdesk is well-suited for a contact center where agents can interact with the customers and better their experience.

Verified User

Employee in Quality Assurance (51-200 employees)

Vetted Review

1 year of experience

Loading Reviews List....