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Talkdesk

Score8.5 out of 10

664 Reviews and Ratings

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What is Talkdesk?

Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.

Categories & Use Cases

Media

Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.
Screenshot of Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.
Screenshot of Talkdesk AI Trainer™, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.

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Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.

Key Features

Learn about the best (and worst!) features Talkdesk has to offer, as determined by TrustRadius' reviewers.
Based on 664 ratings of Talkdesk's features
View all features

Top Performing Features

  • Historical reporting

    Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

    Category average: 8.5

  • Recording

    Record conversations to improve service quality by evaluating agent-customer interactions.

    Category average: 9

  • Quality management

    Ability to monitor conversation content, administer evaluations, establish policies etc..

    Category average: 8.6

Areas for Improvement

  • Call forwarding

    Forwarding of calls to the appropriate agents.

    Category average: 8.2

  • Call scripts

    Providing agents with a predefined conversation script.

    Category average: 8.2

  • CRM software integration

    Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

    Category average: 7.6

Reviews

What users are saying about Talkdesk.
View all reviews

Phenomenal Thank you so much

Zinhle Msibi
Documents Specialist at WNS (10,001+ employees employees)

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

Return on Investment

  • Talkdesk have so much good impact when it comes to Key Performance Indicator at work. I'm able to reach my productivity at work because I'm able to see my calls and push
  • Talkdesk also helps you to see when you put the customer on-hold and check the duration of waiting time

Usability

Alternatives Considered

Dialpad Connect and Aircall

Other Software Used

Talkdesk, Dialpad Connect, Aircall

Talkdesk is amazing

Londeka Ndlovu
customer service agent in Customer Service at motorway (51-200 employees employees)

Use Cases and Deployment Scope

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

Return on Investment

  • efficiency
  • productivity
  • customer retention
  • customer satisfaction

Usability

Alternatives Considered

Softphone.Pro

Other Software Used

Email Tracking for Zendesk, 2Ring Dashboards & Wallboards, Heroic Knowledge Base

Very effective and easy to navigate.

Ayanda Mwandla
Documents specialist in Customer Service at Motorway (51-200 employees employees)

Use Cases and Deployment Scope

We use Talkdesk to take inbound calls and make outbound calls. It allows us to call customers and chase for necessary documents and they can also call us if they have any queries retaled to the sale. It allows us to place the calls on hold while we verify the documents. It is very effective because it allows agents to track their calls for the day.

Pros

  • It allows agents to receive evaluation scores of calls and tickets, which is great because agents are always up to date with the scores for the month.
  • It allows agents to see how many inbound and outbound calls they have for the day, which means we don't have to wait for the updates to be sent, and we can also track our updates.
  • It allows us to transfer calls to different departments, which is good for customer journey because they have all their questions answered in one call.

Cons

  • Talkdesk sometimes have a tendency of glitching during calls which makes the seller to end up dropping calls because the can't hear the agents properly.
  • The call update is not always accurate; we can only see the actual number of calls we made the following day.
  • The calls that we transfer or that are transferred to us does not count on the calls for the day.

Return on Investment

  • It allows agents to receive quality evaluations.
  • Agents are able to aux on different statutes, including break, lunch, after-call work, and admin.
  • Allows agents to take calls that are transferred from other documents.
  • Agents can track call updates.

Usability

Alternatives Considered

Email Tracking for Zendesk, Calabrio WFM, Slack and Note Dashboard

Other Software Used

Email Tracking for Zendesk, E-Sign Dashboard, Calabrio WFM, Slack

My experience with Talkdesk

Incentivized
Carlos Delgado BarciaView profile
Customer Success Manager in Professional Services at Geo Strategy Partners (51-200 employees employees)

Use Cases and Deployment Scope

We implement Talkdesk to connect with our customers, incoming calls, outgoing calls, call transfers, and conference calls. Our organization employs more than 100 employees and it has served our needs very well and efficiently. Deployment was fairly quick and easy, as well as dedicated support, even after hours. Overall we are happy with the product.

Pros

  • Quality of connections and calls
  • License distribution for large corporations
  • Support

Cons

  • prices could be a bit more competitive
  • Bugs every now and then requiring reboots
  • more customization options

Return on Investment

  • Efficiency has been increased since Talkdesk was implemented
  • call volume is balanced and employees are more productive
  • call abandonment rates have been reduced dramatically

Usability

Alternatives Considered

Amazon Connect

Other Software Used

Amazon Connect, MicroSIP, Google Voice

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

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

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.

Return on Investment

  • I don't have specific numbers but Talkdesk has allowed us to grow and scale while offering more service options to our clients.
  • We now utilize the chat feature that our clients can pay for and that is something we didn't used to have.
  • The ability to add clients and agents while customizing the setup is necessary for us to expand.

Usability

Alternatives Considered

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

Other Software Used

HubSpot CRM

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