Talkdesk Pros and Cons

What a beautiful, full featured product. The title might imply a complex, hard to use or manage call center. But 30+ years of implementing, managing and using other products in the industry versus this product, shows me what inovation is all about.

Everything from media flow design, ease of implementation, administration to even agent use, is taken to the next level. And welcome AI driven context and other gound breaking features, including the Ease of Integration to your favorite CRM and other 3rd party products!

And I haven't mentioned customizable Dashboards and many, many reports that we frequency use. We have seen our Customer Support KPI's rocket as we encounter happy customers. Review collected by and hosted on G2.com.

The only con that comes to mind is a cradle to grave report. Review collected by and hosted on G2.com.

I like the ease of using Talkdesk, it's very easy to understand and introduce to new agents. We utilise talkdesk everyday to make and receive calls with customers so it is important for us to have a software that works well. It also has a lot of features for reviewing SLAs for the agents and the number of calls etc they have taken throughout the day. It also works well with our other ticket softwares like Zendesk. Review collected by and hosted on G2.com.

I have experienced quite a few technical issues when using Talkdesk, like not being able to pause the call recording which means I have to call the customer back as part of some of our processes which requires the recording to be paused. Additionally, sometimes there is no option to place a customer on hold before transferring which can lead to awkward interactions. Review collected by and hosted on G2.com.

The best thing about Talkdesk is the highly customizable features that allow you to direct calls in any fashion. Studio Flows are an AMAZING tool that really let you turn Talkdesk into your own thing.

Integrations are great, Workforce Management and Explore are super useful tools built right into the software.

For agents, the ease of use for daily tasks is far above any other software we have used in the past for Call Center Agents.

Implementation of muliple teams onto the system has been seamless.

Many of our teams use Talkdesk here, and our end goal is to have everyone on the system by the end of next year.

Multi-level solution software is amazing in this day and age, and Talkdesk offers one of the better complete pacakages. Review collected by and hosted on G2.com.

I dont think there are enough Guides and helpful tips to learning the system.

Knowledge Base, Explore, and Data Dictonaries are nice, but there should be a much more in depth guide to using the Reporting System in specific.

Real time bugs with the Live Dashboards can be frustrating, but they are only visual errors and not real affected calls.

Customer Support ticketing system could use an upgrade, bring it more in line with other offerings. Review collected by and hosted on G2.com.

One of the things I like best about Talkdesk is the Studio feature, which allows us to easily configure call and email flows ourselves. Apart from that, TalkDesk gives their customers the option to set automations to adjust workflows according to their needs. The new Copilot feature has also been a game changer for us, helping to boost quality and efficiency. Additionally, I appreciate that Talkdesk is constantly striving for improvements and never stops adjusting to the needs of its customers. Review collected by and hosted on G2.com.

One aspect that I find challenging about Talkdesk is that when a new feature is rolled out, it may not always work seamlessly from the start. It often requires some time and adjustments before it functions properly. Review collected by and hosted on G2.com.

talk desk is helpful because we use it to receive calls in our BPO not only do we track live ques and statuses from agents we also receive feedback from our assessors through the talk desk as well as coaching and it also stores customer contact data, I can track all my calls and It records all the calls so we can come back to review them. you can do live listening also and track your daily productivity as well. you can change your aux statuses very easily and there was an update talk desk that allows you to queue another status while you are on a call or on after-call work which is a great feature. Review collected by and hosted on G2.com.

in some cases talk desk can kick you out and log you off during productivity hours, also sometimes the call does not ring and it places your on missed call automatically without having a chance to accept the call those are the minor glitches other than that talk desk is easy to use. Review collected by and hosted on G2.com.

Talkdesk is by far the best voice communication tool I've used so far; I like the design and that you can go back and listen to every interaction with any contact, also you can communicate with other team members swiftly and effortlessly. The option to place yourself as available/busy/etc. is great due to you cannot receive calls if you're in certain states, also Talkdesk is connected with our system and if a cutomer is not able to reach us they can leave a voicemail which is assigned to the user to listen at a later time. I have the app on my windows computer and works amazing, it never crashes. Review collected by and hosted on G2.com.

I don't dislike anything about Talkdesk so far. Review collected by and hosted on G2.com.

The (technical) customer service is amazing and actually unlike many other cs providers, directly reachable via phone. That's a huge plus point in my perspective when you quickly want to double check, confirm or simply fix things which potentially have a considerable impact on business. My CSM is superb and very flexible which isn't something one should take for granted. The ease of use and implementation of the software/service is also rather on the easy side. Review collected by and hosted on G2.com.

More refined UI and management of ring groups and bulk changes (when not using csv's), users reporting that the audio source has changed (most likely not a TD dedicated issue and more related to windowsOS) and last but not least a couple of features missing such as forward to different flow component in studio. Review collected by and hosted on G2.com.

Since implementing Talkdesk, our team at JK Moving Services has experienced a remarkable shift in how we handle customer interactions. The platform has streamlined our communication process, allowing us to provide faster, more efficient service to our clients. The intuitive interface and seamless integration with our CRM make it easy for my colleagues and me to track, manage, and follow up with customers, leading to better engagement and higher satisfaction rates. Review collected by and hosted on G2.com.

One area for improvement would be the option to change the answer ringer. Customizing the ringtone would add a personalized touch and make it easier to differentiate between internal and external calls, which would be especially helpful in our fast-paced environment. Review collected by and hosted on G2.com.

I absolutely loved the Co-Pilot feature! It’s a total game-changer. Being able to instantly review what was said is so helpful—whether I need to double-check something I missed or get a quick reminder, it’s always right there to keep me on track. It’s like having a personal assistant that ensures I never miss a beat with customers! Review collected by and hosted on G2.com.

It can be a bit tricky to locate the cues at first, but with a little practice, it becomes much easier! Review collected by and hosted on G2.com.

It is the best customer service platform. I have been using this platform recently and I amreally astonished with the quality of service talkdesk is providing on multiple platforms they seems to have a big team working behind which is doing great work. One thing that I have encountered is they have smooth and easy way to solve problems which is very customer-friendly. Thanks Talkdesk for this service I would highly recommend this to all. Review collected by and hosted on G2.com.

Not very often but yeah at times I face lag in service provider, may be this is because of ample of requests going on, on which providers is busy solving and managing problems but I really wish this should also be solved. Review collected by and hosted on G2.com.