Talkdesk has been a great platform for us over the last four years because it is easy to use, flexible, and constantly improving with innovative features. We have been especially impressed with their AI capabilities and CXA, which have helped us enhance customer experiences, automate processes, and improve overall efficiency. Review collected by and hosted on G2.com.

While Talkdesk has been a strong platform overall, some simple configurations and customizations are not available on the platform, and its reporting tool needs improvement. There are also times when new features take a little longer to mature, but Talkdesk has generally been responsive to feedback and continues to improve the platform with regular updates. Review collected by and hosted on G2.com.

The unified Conversations view is excellent. I can see all active chats and SMS in one place, and when I open a conversation like Jake Peralta's everything I need is right there contact details, subscription info, ring group, and full chat history. The clean layout with Snapshot, Activity, and Notes tabs helps me respond quickly without jumping between screens. Real time stats like total duration and messages count are also very handy during busy shifts. Review collected by and hosted on G2.com.

Sometimes the interface feels a little crowded when multiple conversations are active at the same time. Switching between chat and SMS views could be smoother. A few advanced reporting features feel hidden and take time to find. Review collected by and hosted on G2.com.

Talkdesk is an excellent contact center platform. Its interface is intuitive. It is particularly suited for companies that wish to improve their customer service. Review collected by and hosted on G2.com.

Talkdesk is a very comprehensive platform, and despite a modern interface, some advanced features require time to be mastered. Review collected by and hosted on G2.com.

the fact that it links the calls to Zendesk and you can see the caller available details, as well as the reply suggestions it provides on the right side so we can see different scenarios and how to reply to them Review collected by and hosted on G2.com.

the fact that on international offices we cannot call back to abroad, and that it does not have an in-app whatsapp integration and we have to use our own personal whatsapps. Review collected by and hosted on G2.com.

The most helpful part about Talkdesk is how easy it is for everyone to use. I use it daily, and it’s very helpful, especially when you have a lot of calls coming in. Review collected by and hosted on G2.com.

Sometimes it takes a little while to start up, but that isn’t a big issue for me. Review collected by and hosted on G2.com.

Some features are really handy, like the Live tab, where I can see how everyone is doing with their calls and check their status. The Activities tab also shows a lot of useful information—not only for checking on my own activity, but for keeping an eye on colleagues as well. Overall, it displays a lot of the information I need in one place. Review collected by and hosted on G2.com.

Sometimes the status for each agent doesn’t update in time, and it can take a long time to start. I also occasionally have to refresh because of “unexpected errors.” Review collected by and hosted on G2.com.

Talkdesk is being used effectively and efficiently, with strong navigation of the platform and appropriate overall use. Calls are managed well, and the after-call work is handled smoothly, which supports both service quality and operational efficiency. The available tools are also very easy to use. Review collected by and hosted on G2.com.

I sometimes run into technical issues, such as dropped calls, connection hiccups, and the occasional system glitch that requires a restart. I’m glad it doesn’t happen much. Review collected by and hosted on G2.com.

I appreciate the ease of use and navigation through Talkdesk, which makes it simple to access different features, such as pulling up prior phone calls or monitoring team activities. The live view is particularly useful for keeping an eye on technicians and ensuring they are in the ready status to accept calls. These features make my job easier as I can do everything from one system, including answering the phone and reviewing calls. The new AI features that provide call transcripts are also valuable, as they make it easier to review discussions without listening to the entire call. Additionally, the initial setup was pretty easy and seamless, despite a short learning curve, and we adjusted quickly. Review collected by and hosted on G2.com.

I find it frustrating that searching for a phone number requires exact input without certain characters. If I don't input it exactly right or include a period, I get no results. Removing just one symbol can change the results, so it'd be great if it could still pull up results even with extra characters like periods or spaces. Review collected by and hosted on G2.com.

I like that the team is really easy to work with. Their knowledge base and education area is very in-depth and provides all the training resources that our teams need. The solution works really well regarding the queuing and the interface, making it easy to manage. Review collected by and hosted on G2.com.

Last year, they had a couple outages that impacted operations for us. Some of the feedback I received from my managers is that the reporting could be more intuitive. It's sometimes slower to build reports, and when they build reports, sometimes the information is not accurate or the same. Basically, you can run the report three times and sometimes all three reports are different. Review collected by and hosted on G2.com.

What I like most about Talkdesk is that it is an easy-to-use application that offers very good results in reporting, allowing access to information clearly and quickly. Review collected by and hosted on G2.com.

Some bugs, but it's not something repetitive Review collected by and hosted on G2.com.