Talkdesk Reviews & Product Details

The way routing, IVR and voice flows are handled feels surprisingly simple: we could set up rules like "VIP customer -> senior rep" or "mobile chat-only query -> minimal agent path" without needing a full workflow team. I appreciated how Talkdesk gives visibility to supervisors: real-time dashboards show agent status, call queues, average wait times - so we could intervene quickly instead of discovering issues post-mortem. Review collected by and hosted on G2.com.

Licensing becomes complex as you scale: when moving from a basic voice-only setup to omnichannel + co-pilot + workforce-management features, the cost model requires planning ahead to avoid surprise bills. Review collected by and hosted on G2.com.

I really like how Talkdesk gives a Central command center for all customer calls inbound, outbound, routing, recordings, everything lives in one organized place. The call routing feels intelligent: once we set up rules, agents automatically get calls that much their skill level or language, so customer wait time os reduced. The quality of call recordings and transcripts is impressive - it helps us coach agents better and quickly verify what happened in a conversation. Review collected by and hosted on G2.com.

For smaller teams, the pricing may feel on the higher side, especially once you add on optional features like advanced analytics or workforce management. Custom reporting can feel slightly rigid unless you know exactly how to structure the data you want extracted. Review collected by and hosted on G2.com.

I like that Talkdesk has boosted customer engagements. This is made possible thanks to smooth communication as the tool supports channels such as voice, social media, and email.

In addition, I like that Talkdesk boosts agent performance as it automates many process and lets agent focus on what matters.

In addition, the AI features and analytics features provides our business with actionable insights and making decisions is easy backed with data and trends.

As the agents get real-time feedback and knowledge management, they perform better and efficiently. Review collected by and hosted on G2.com.

It meets all our needs as a cloud customer care platform. Effectively equipped and very intelligent. Review collected by and hosted on G2.com.

Talkdesk enables communication through voice, SMS, email, chat, and social media, all from a single, unified interface. Agents have access to previous interactions across these channels, which means customers don’t need to repeat information. Additionally, the platform offers real-time dashboards, such as Talkdesk Live, as well as historical reporting through Talkdesk Explore. This allows supervisors and managers to monitor performance, identify trends, and make operational adjustments as needed. Review collected by and hosted on G2.com.

Some features (omnichannel, advanced workflows, analytics, etc.) require paying for higher tiers or add-ons, which drives up total cost, and also, reports are not flexible enough, filtering is limited, or getting the specific metrics/data they want requires extra steps Review collected by and hosted on G2.com.

Talkdesk is an accessible and innovative virtual work system that facilitates the execution of processes and workflows with all its digital automation features, making it easier to manage all your business relationships with your customers.

Talkdesk also offers a centralized and accessible platform that connects to the best work systems and applications, improving the quality and efficiency of all your virtual activities. Review collected by and hosted on G2.com.

I have no negative comments about Talkdesk's digital features and tools, I think it is a very useful and high performance business system. Review collected by and hosted on G2.com.

What I like best about Talkdesk is its intuitive and user-friendly interface. The UI is clean, well organized, and easy to navigate, which makes onboarding new team members much smoother. Everything feels accessible without being overwhelming, and important tools are just a click away.

Another upside is the reliability and scalability of the system. Whether it’s handling higher call volumes or integrating with our other tools, Talkdesk has been dependable and flexible. This combination of ease of use and robust functionality really sets it apart. Review collected by and hosted on G2.com.

There are moments where reporting could be a bit more flexible. Certain metrics or views require manual adjustment to get the exact insights we need. These aren’t major issues, and overall Talkdesk support has been helpful when questions come up. Review collected by and hosted on G2.com.

Talkdesk has been pushing a lot of good updates lately. A few that stand out:

Their new AI in Copilot feels smarter and more grounded. It helps agents handle tricky issues without getting lost.

The CXA platform is getting better at automating whole workflows, not just basic chat replies.

They’ve added industry-focused clouds for travel and hospitality, which makes the automation feel more practical.

Analytics now keeps unlimited historical data, which is great for long-term trends.

Digital channels got nice upgrades like better chat formatting, real-time translation, and clearer email controls.

They’ve also expanded in India, which is a good sign for faster innovation. Review collected by and hosted on G2.com.

Reporting and dashboards could be more flexible.

Stability can dip at busy times.

Some features feel a bit limited to customize.

Pricing gets confusing when you add AI options.

Support can be slow for complex issues. Review collected by and hosted on G2.com.

I greatly appreciate Talkdesk's interoperability with various applications, which allows me to integrate it perfectly with other systems, such as our Salesforce CRM, turning it into a crucial control center for our operations. The ability to manage the system from both an agent's and an administrator's perspective is invaluable, as it integrates these experiences and facilitates a more holistic and efficient management of the call center. Additionally, Talkdesk's ability to adapt to the growth of our system is perfect, as it adjusts to the growing and complex needs of our call center. The initial setup of Talkdesk was surprisingly quick and easy compared to Avaya, which saved me significant time and effort, allowing us to get up and running without unnecessary delays. Review collected by and hosted on G2.com.

Initially, it is complicated to manage Talkdesk. The logic of some components, especially when working with variables or custom integrations, requires a very good understanding of Talkdesk. Review collected by and hosted on G2.com.

First of all those who don't know about talkdesk. Talkdesk is a cloud based call center as a service provider. It is easy to use and UI is very comfortable. It has automation features like IVR, call routing which leads to reduce the manual work. It is easy to integrate with other tools. Analytics and reporting session gives better clarity. It also increases the customer support team performance. Review collected by and hosted on G2.com.

For some features it provide limited access .When adding features it is quite expensive. Review collected by and hosted on G2.com.

Talkdesk is used to handle customer query and support over chat , voice and emails. we can also handle or make record or our customer support which are providing by our sypport who can use talkdesk .we can also provide support in manay language to our support. Review collected by and hosted on G2.com.

Some advanced features require a subscription, either monthly or annually, which makes it costly for our organisation. Additionally, it also needs a technical person to manage and integrate it with our calling software. Review collected by and hosted on G2.com.