Talkdesk Information Reviews & Insights

Score8.5 out of 10

664 Reviews and Ratings

Overview

Synthesised from 5 reviews | Last Published May 26, 2026

Talkdesk serves the Information industry as a critical platform for managing customer communications, particularly emphasizing quality assurance and the verifiable dissemination of information. It is primarily utilized by teams requiring meticulous documentation of client interactions and continuous agent development. In TrustRadius reviews, 4 of 5 reviewers highlighted its utility for both operational oversight and training, ensuring accuracy and adherence to communication protocols essential for information delivery.

Despite these strengths, some Information professionals report challenges. Two of 5 reviewers noted issues with notification reliability and latency, which can impact efficient information dissemination and workforce management. However, the platform generally contributes to enhanced operational efficiency and improved customer service, supporting critical business objectives for information-centric operations.

Pros

Robust call recording and history for comprehensive audit trails and compliance.
Supports quality assurance processes to maintain accuracy in information delivery.
Facilitates agent training and development on complex information products.
Enhances operational oversight and communication effectiveness.
Improves customer engagement and feedback collection for refining information services.

Cons

Unreliable notifications and reminders, critical for adherence to service level agreements.
Latency issues and technical glitches that hinder agent productivity and information access.
Inaccurate status tracking and lack of real-time visibility complicate workforce management.
Automated status changes are not consistently reliable, affecting operational efficiency.

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Talkdesk Reviews

111 Reviews

InformationComputer Software45Internet14Telecommunications44Publishing1Information Services3Online Media1Wireless2Media Production1

Phenomenal Thank you so much

Rating: 9 out of 10

Incentivized

August 7, 2025

Use Cases and Deployment Scope

Talkdesk is the best dialing system in the game. We do face issues sometimes as Agents, but it's the best in the game so far. We are really satisfied as Agents, and we also get the help that we deserve as employees. Talkdesk can help you check how many inbound and outbound calls you have made so far as an individual and also check the calls of the whole team. It is very user friendly. In my own point of view I give this lovely system a 5/5.

Pros

Talkdesk you opt e.g Available, Comfort break, lunch. etc.
Talkdesk academy to be able to educate yourself
Talkdesk you are able to see the voicemail section
Talkdesk you also able to check your Evaluation scoreboard from Quality Assurance

Cons

Talkdesk can have room for improvement if we can be able to join Academy at the comfort of our own home
Avoid pressing the Activities tab to check how many calls you have

Likelihood to Recommend

The experience of Talkdesk has been so great so far very user friendly we do not face system issues everytime. Ever since I started being a call centre Agent, I have never been introduced to such a wonderful dialing system, which is able to even educate you more, for example, the Talkdesk Academy, which is so Amazing and so easy.

Zinhle Msibi

Documents Specialist at WNS (Online Media, 10,001+ 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 (Telecommunications company, 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 (Telecommunications company, 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 (Telecommunications company, 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 (Telecommunications, 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 (Telecommunications company, 51-200 employees)

Vetted Review

1 year of experience

User-friendly and efficient to use.

Rating: 10 out of 10

Incentivized

October 15, 2024

Use Cases and Deployment Scope

We receive phone calls from our clients and sellers needing assistance. We also accept our scores based on our call quality and profile verification based on how we, as agents, handle our calls with our clients and how we carry ourselves. If there is room for improvement, one can read a review from the quality assurance team.

Pros

Quality score feedback.
Profile verification feedback.
Efficient communication on phone calls.
Transferring of calls between different departments.

Cons

Customer experience.
Provide a range of options.
Improving agent productivity and performance with call monitoring.

Likelihood to Recommend

Talkdest is well suitable to use and allows for efficient usage; when engaging with customers via phone calls, it will enable access where one can also transfer a call to the appropriate department should the customer call in and what they're querying about is not in your department, it has warm transfer options where you can first explain to the other agent what is the customer querying about before you transfer the call, it can be less appropriate when there are technical issues.

Smangele Hlongwa

customer sales specialist in Customer Service at WNS global (Telecommunications, 501-1000 employees)

Vetted Review

3 years of experience

A Review by Nothile Mthethwa

Rating: 10 out of 10

Incentivized

October 13, 2024

Use Cases and Deployment Scope

In my organization, Talkdesk is used for dialing out and receiving calls. It is also used by our quality assurance team, which monitors and assesses our daily calls and gives us feedback on how we can improve. We also use Talkdesk to answer our lunch breaks. Sometimes, we get rejected calls without Talkdesk ringing. What could assist is if the network issues are fixed, so we may not encounter such issues.

Pros

Inbound and outbound calling.
Keeping customer voicemails so we can call back.
The different aux codes are very necessary.
I can easily find my call scores for quality assurance.

Cons

Remind me when my break is about to end.
Change the ringtone to a less harsh one.
Add an emailing system without having to use a different email app.

Likelihood to Recommend

It is well suited for making outbound and inbound calls it is very efficient and very easy to understand. I can also communicate with my colleagues without having to stand up and neglect my work space. International calling as well. It should give the user the option to change the ringtone to a more suitable one.

Nothile Mthethwa

Customer service specialist in Customer Service at WNS GLOBAL (Telecommunications, 10,001+ employees)

Vetted Review

3 years of experience

TALKDESK

Rating: 10 out of 10

Incentivized

October 7, 2024

Use Cases and Deployment Scope

In our organisation, we use Talkdesk for call handling in the contact centre to provide quality customer service. It is a great tool to track our performance as agents. The product ensures that customer interaction is swift and its ability to drive excellent customer service ratings . We are part of a broad team whereby customers need to be transferred through different departments to ensure that the great customer service level is maintained.

Pros

Handing incoming call
Ability to change between different aux codes
Quick and efficient call tranfers

Cons

It has great potential to improve the level of voice recordings
Improve the ability to answer a call when it comes through whilst listen to voice recordings.
The product can sometimes freeze and needs a restart

Likelihood to Recommend

Talkdesk is the best performance tracking tool in the contact centre industry. It is easy to use and any individual can easily manoeuvre through it. It also has the vital Talkdesk academy that can help expand opportunities and grow one's career. The greatness and efficiency of this product has more positives than negatives honestly and that is a great key indicator of the great experience one gets.

Verified User

Consultant in Customer Service (Telecommunications company, 11-50 employees)

Vetted Review

1 year of experience

Talkdesk and its wide range of features.

Rating: 9 out of 10

Incentivized

September 20, 2024

Use Cases and Deployment Scope

In my organization, we used Talkdesk as an auto-dialer and reporting system. It's used to make and take customer calls and to report productivity and quality management. It allows easy access to quick live and historical data, allowing us to monitor and track organizational performance.

Pros

Talkdesk excels at reporting. It offers a wide range of reports, such as Aux, AHT, and productivity reports, which are great for monitoring performance.
Talkdesk has speech-to-text analytics. This is an AI transcript system. The AI detects speech and transcribes it.
Talkdesk is easy to integrate with other apps. Such as Calabrio and Zendesk.

Cons

Talkdesk has latency issues when loading large reports.
There is a lot of lag when moving from menu to menu. You often see a loading sign when opening the tab.

Likelihood to Recommend

Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.

Sakhephi Sokhela

Assistant Manager in Sales at Motorway (Telecommunications, 501-1000 employees)

Vetted Review

3 years of experience

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