---
title: Talkdesk Reviews
meta_title: 'Talkdesk Reviews 2026: Details, Pricing, & Features | G2'
meta_description: Filter 2585 reviews by the users' company size, role or industry
  to find out how Talkdesk works for a business like yours.
aggregate_rating:
  rating_value: 4.4
  review_count: 2585
  scale: '5'
date_modified: '2026-08-13'
parent_category:
  name: AI Agents
  url: https://www.g2.com/categories/ai-agents
---


# Talkdesk Reviews
**Vendor:** Talkdesk  
**Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)  
**Average Rating:** 4.4/5.0  
**Total Reviews:** 2,585
## About Talkdesk
Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.



## Talkdesk Pros & Cons
**What users like:**

- Users appreciate the **ease of use** of Talkdesk, enabling efficient tracking of calls and enhancing overall productivity. (310 reviews)
- Users appreciate the **efficiency** of Talkdesk, enabling smooth communication across platforms and improved customer service operations. (175 reviews)
- Users appreciate the **comprehensive features** of Talkdesk, enabling efficient workflows and enhancing customer interactions. (171 reviews)
- Users appreciate the **easy CRM integration** of Talkdesk, enhancing efficiency and communication for customer support teams. (167 reviews)
- Users praise Talkdesk for its **exceptional customer support** and seamless integration that enhances team efficiency. (114 reviews)
- Intuitive (109 reviews)
- Customer Satisfaction (107 reviews)
- User Interface (107 reviews)
- Users appreciate the **seamless call management** in Talkdesk, enhancing efficiency and minimizing manual errors during customer interactions. (102 reviews)
- Recording Features (92 reviews)

**What users dislike:**

- Users often face **call issues** with Talkdesk, including poor audio quality and dropped calls during conversations. (119 reviews)
- Users often face **technical issues** with Talkdesk, including dropped calls and system glitches requiring frequent restarts. (78 reviews)
- Users find the **missing features** in Talkdesk frustrating, hindering efficiency and workflow during calls and ticket management. (76 reviews)
- Users experience **notification issues** with Talkdesk, leading to unexpected offline status changes and frustrating technical problems. (58 reviews)
- Users often face **connection issues** with Talkdesk, causing frustrating delays and requiring frequent application restarts. (54 reviews)
- Poor Customer Support (53 reviews)
- Users experience **poor connectivity** with Talkdesk, affecting call quality and causing disconnections during important tasks. (50 reviews)
- Software Bugs (46 reviews)
- Poor Reporting (43 reviews)
- Inadequate Reporting (39 reviews)

## Talkdesk Reviews
  ### 1. Omnichannel Support, Data Driven AI, Full of Capabilities

**Rating:** 4.0/5.0 stars

**Reviewed by:** Tyra S. | Customer Support Supervisor, Small-Business (50 or fewer emp.)

**Reviewed Date:** June 26, 2025

**What do you like best about Talkdesk?**

I love how many capabilities there are, I started out in Talkdesk as a front end user and there was a bit of an adjustment phase. However, once you start diving in you can see how helpful the tools can be. Having AI help you while on calls is really beneficial to customer support and I feel like it gives the agents more confidence while on calls. 

I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI.

**What do you dislike about Talkdesk?**

I dislike having only 1500 characters to tell the chatbot everything she needs to be, I feel like there are corners I am cutting while trying to teach her. I also find it frustrating that we can't have the bot escalate customers to the agents after hours.

**What problems is Talkdesk solving and how is that benefiting you?**

I think that talkdesk is solving our excess calls with product questions and subscription inquiries. By using Hannah (AI Chatbot) on the website customers are finding the answers they are needing and are being helped. This is benefiting me by reducing the amount of inbound phone calls, which in turn is benefiting our customers by lowering the time they are waiting to be helped.

**Official Response from Aunalisa Arellano:**

> We're thrilled to hear that you find Talkdesk's capabilities and AI support helpful for customer service. We understand your frustration with the character limit for teaching the chatbot and the inability to escalate customers to agents after hours. Your feedback is valuable to us and we will take it into account for future enhancements.

  ### 2. Copilot Makes Customer Context Clearer and Boosts Performance

**Rating:** 4.0/5.0 stars

**Reviewed by:** Jacqueline T. | Senior Technician, Small-Business (50 or fewer emp.)

**Reviewed Date:** July 30, 2026

**What do you like best about Talkdesk?**

I really enjoy the copilot feature. It really helps me to understand the customer's situation more clearly as I can go back and review the chat transcript. I also feel like it improves my work performance as I can also look through our own research files in the case I forgot to go over a troubleshooting step.

**What do you dislike about Talkdesk?**

I am not very keen on the way the conversation tab is set up. I find it very hard to search for messages when I am looking for a certain conversation. It would be very helpful to include some sort of search bar I can use to search up specific key words or customer phone numbers if we've chatted before. It is not very reliable when I get a call from a customer and they mentioned we have chatted before and I am unable to search our conversation.

**What problems is Talkdesk solving and how is that benefiting you?**

I really enjoy the use of the AI feature on the Live Chat part of TalkDesk. It is helping solve any language barriers I encounter with customers as it allows me to converse with the customer in any language. For instance, I had a Portuguese speaking customer come into Live Chat once, and I was able to assist them with the Ai feature as I could send the troubleshooting steps in their language. It has also saved me time from having to transfer the customer to another colleague who could speak their language.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you are enjoying Copilot and finding it helpful in understanding customer situations and improving your work performance. We appreciate your feedback about the conversation tab and will take it into consideration for future improvements. Thank you for taking the time to leave a review!

  ### 3. User-Friendly Call Tracking

**Rating:** 3.5/5.0 stars

**Reviewed by:** Nena  N. | agent, Small-Business (50 or fewer emp.)

**Reviewed Date:** July 28, 2026

**What do you like best about Talkdesk?**

Talkdesk is very user friendly and easy to use. When a lot of calls come in, it is easy to track how many calls were answered and this way it's nice and transparent for the agents. When losing a call, you can find the phonenumber of the lost customer right away. Due to the copy button next to phone numbers it saves me a lot of time, because I don't have to type it out myself. We do not have a lot of experience with integrations, because we don't use other tools. When we did an onboarding, the agent understood the use of talkdesk in about 5 minutes.

**What do you dislike about Talkdesk?**

Sometimes when either using a headset or using Talkdesk on speaker, it doesn't adjust itself properly, so you have to go to conversation settings to adjust the sound of the speaker/microphone/ringing output. This can sometimes result in a lost call.

**What problems is Talkdesk solving and how is that benefiting you?**

We do not have a lot of experience with any big problems yet, so I can't give a good example about this

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find Talkdesk user-friendly and easy to use. Our goal is to provide a transparent and efficient call tracking experience for our users. Thank you for taking the time to leave a review! 

  ### 4. TalkDesk Shines with Smart Ticket Categorization and Seamless Zendesk Integration

**Rating:** 4.0/5.0 stars

**Reviewed by:** Lukas B. | Customer Service Agent, Mid-Market (51-1000 emp.)

**Reviewed Date:** July 13, 2026

**What do you like best about Talkdesk?**

TalkDesk helps categorize different issue types and ticket types. Where it really shines is its functionality and its ability to connect with Zendesk.

The AI features in chats are also very helpful, especially when I’m trying to craft responses that may be more sensitive.

**What do you dislike about Talkdesk?**

For chats and SMS, customers can still send messages even when I’m offline. The downside is that if I clock out for the day after a customer hasn’t responded for an extended period, the conversation stays assigned to me. Instead of being connected to a new agent who can help them right away, it remains stuck with me until I clock back in and see it.

**What problems is Talkdesk solving and how is that benefiting you?**

The biggest problem TalkDesk helps solve for me is real-time language translation. It saves a lot of time compared to using Google Translate for each sentence, then writing my response, and then manually translating it again. Overall, it’s really helpful for faster, smoother communication.

**Official Response from Aunalisa Arellano:**

> We're thrilled to hear that Talkdesk's real-time language translation is saving you time and making communication smoother! 

The offline assignment issue described is addressable through Talkdesk’s existing Conversation Timeout Automation.

An administrator can configure a rule so that when an assigned digital conversation has no activity for a defined period, it is routed back through Studio and reassigned to an available agent.

For help configuring this automation, please contact your Talkdesk CXM or account team.

  ### 5. A Flexible and Powerful Contact Center Platform

**Rating:** 4.0/5.0 stars

**Reviewed by:** David A. | System's analyst, Mid-Market (51-1000 emp.)

**Reviewed Date:** August 11, 2026

**What do you like best about Talkdesk?**

What I like most about Talkdesk is its flexibility and how easily the platform can be adapted to different business needs. Talkdesk Studio makes it relatively simple to build and adjust IVR flows, routing rules, queues, and other call-handling logic.

**What do you dislike about Talkdesk?**

One area I think Talkdesk could improve is the complexity of some integrations, particularly with platforms like Salesforce. While the integration capabilities are powerful, certain configurations and troubleshooting scenarios can require significant technical knowledge.

**What problems is Talkdesk solving and how is that benefiting you?**

Talkdesk helps us solve several challenges related to managing a complex customer service operation. It centralizes call handling, routing, queues, callbacks, and agent management, making it easier to support different teams, markets, and languages.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find Talkdesk flexible and powerful for adapting to your business needs. Our Talkdesk Studio is designed to make it easy to build and adjust call-handling logic, and we're constantly working to improve our platform's flexibility. Thank you so much for taking the time to leave a review! 

  ### 6. Logical Experience That Delivers, communication efficiency managers and agents by status feature

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 28, 2026

**What do you like best about Talkdesk?**

It is very user friendly and has a very logical user experience. The sounds are not to high pitched and easy on the ears. The fact that we can also use it for requestforms being distributed between the colleauges. You can send it back to the inbox very easily. The overview of all the calls in combination with the team and their statuses. You dont need to be looking for 10 min. It is in one vieuw that you can acces all this information.

**What do you dislike about Talkdesk?**

Sometimes it takes a bit long to start up. Espescially because it needs to open first in the browser. Then the app launcher needs to launch the app. So sometimes it can take a bit of time, but definitly not always

**What problems is Talkdesk solving and how is that benefiting you?**

talkdesk helps contact with clients or between departments within a company go smoothly with the tools they provide. It is very userfriendly. it also helps for managers to have an overview of the employees. It gives agents a way easier way of switching in between statuses witouth having to commicate this directly with managers.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find Talkdesk user-friendly and efficient for managing communication and statuses. We appreciate your feedback about the startup time and will share it with our team for further improvement. Thank you for taking the time to leave a review! 

  ### 7. Clear Status Options and Helpful Performance Tracking

**Rating:** 4.0/5.0 stars

**Reviewed by:** Louise  P. | Agent customer service, Small-Business (50 or fewer emp.)

**Reviewed Date:** July 28, 2026

**What do you like best about Talkdesk?**

I like its intuitive interface, it allows me to effectively manage interactions with customers without wasting time searching for information. I also appreciate the fact that everything I need is easily accessible, it helps me stay organised dureing and post calls. The platform is reliable and easy.

**What do you dislike about Talkdesk?**

Sometimes when I connect, I'm offline and I can't change my status, I have to disconnect and reconnect. In the morning, logging in can sometimes take longer than expected or be difficult when there are connection problems. I also find it frustrating that during these connection issues, my status can change automatically without me realizing it.

**What problems is Talkdesk solving and how is that benefiting you?**

Call managment and team overview. Talkdesk helps me manage customer calls more efficiently by bringing all the necessary tools together in one place. It makes it easier to handle a high number of interactions, keep track of my availability status, and provide a smoother experience for customers.
In my daily work, it saves time and helps me stay organized during calls. Having a clear overview of my activity and an easy way to manage customer interactions allows me to focus more on understanding and solving customers’ requests.

**Official Response from Aunalisa Arellano:**

> It's great to hear that Talkdesk has helped you manage customer calls more efficiently and stay organized during interactions. We apologize for the issues you've encountered with status changes and morning login difficulties. Your feedback will be shared with our team to address these concerns and improve your overall experience with our platform. Thank you for taking the time to leave a review! 

  ### 8. Intuitive Omnichannel Platform with AI Automation and Seamless CRM Integrations

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 13, 2026

**What do you like best about Talkdesk?**

The best thing about Talk desk is its intuitive, cloud-based interface, AI-powered automation, and robust omnichannel support. It brings voice, email, chat, SMS, and social interactions into one platform, which makes it easier for support teams to deliver a consistent customer experience. I also like the real-time analytics, customizable workflows, and seamless CRM integrations, which help us engage with our users and support them as they build our creator economy.

**What do you dislike about Talkdesk?**

It is feature-rich, but some advanced capabilities require higher-tier plans. I think there should be a trial phase for smaller teams, because for a small business these upgrades can increase overall costs. Also, the reporting features feel very vague and are not clearly explained.

**What problems is Talkdesk solving and how is that benefiting you?**

It centralizes customer communication across voice, chat, email, SMS, and social channels, eliminating the need to switch between multiple tools. Its AI-powered routing and automation reduce agent workload, while real-time insights help managers optimize staffing and improve customer satisfaction.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you appreciate our intuitive interface, AI automation, and omnichannel support. We understand your concern about advanced capabilities and reporting features, and we're continuously working to improve our offerings. We appreciate your feedback and will take it into consideration for future enhancements.

  ### 9. Omnichannel and very intuitive: easy to manage and implement, with QM Assist and Copilot

**Rating:** 4.0/5.0 stars

**Reviewed by:** Azeddine  E. | service manager, Enterprise (> 1000 emp.)

**Reviewed Date:** June 30, 2026

**What do you like best about Talkdesk?**

Omnichannel capability allows you to have all input channels in the same tool. Easy to manage, implement, and very intuitive. There are several interesting modules such as QM assist, the knowledge module, copilot, and autopilot based on agentic.

**What do you dislike about Talkdesk?**

What I don't like is the billing model, especially if AI resources are used, it is quite complex.

**What problems is Talkdesk solving and how is that benefiting you?**

Talkdesk centralizes all interactions such as phone, chat, etc., which allows for more control thanks to real-time KPIs, reporting, and dashboards. Additionally, with automation, AI, and personalization, efficiency and customer experience are greatly improved. Being a cloud solution, it allows work from anywhere and easy scaling according to business needs.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find Talkdesk intuitive and easy to manage. Our omnichannel capability is designed to streamline communication channels for a more efficient workflow. We appreciate your feedback about the billing model and will take it into consideration for future improvements.

  ### 10. CTI Connection and CoPilot AI Make Customer Lookups and Details Easy

**Rating:** 4.0/5.0 stars

**Reviewed by:** Kourtney H. | Technical Support Representative, Mid-Market (51-1000 emp.)

**Reviewed Date:** July 30, 2026

**What do you like best about Talkdesk?**

I thoroughly enjoy the CTI connection making it easy to find customer accounts. I also enjoy the CoPilot AI as it makes it easier to distinguish when customer spell names and addresses or when I simply misheard a customer.

**What do you dislike about Talkdesk?**

I dislike that you can only see the previous conversation transcript for only the 30 sec after call time period. I wish we were able to access the transcripts for a longer period of time

**What problems is Talkdesk solving and how is that benefiting you?**

TalkDesk is currently solving the issues of outages that we have been experiencing this week and has been causing issues for our KPI goals.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find our CTI connection and Copilot helpful for customer lookups and details. We appreciate you taking the time to leave a review. It means so much to us! 

  ### 11. Zendesk Call Linking with Helpful Reply Suggestions

**Rating:** 4.0/5.0 stars

**Reviewed by:** Sahar G. | Senior Operations & Customer Service specialist, Mid-Market (51-1000 emp.)

**Reviewed Date:** July 14, 2026

**What do you like best about Talkdesk?**

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

**What do you dislike about Talkdesk?**

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.

**What problems is Talkdesk solving and how is that benefiting you?**

I can manage my availability and adjust my timings based on what’s happening with operations at the office.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find the call linking with Zendesk and the reply suggestions helpful. We're constantly working to improve our features and integrations, so your feedback about international calling and WhatsApp integration is valuable to us. Thank you for taking the time to leave a review! 

  ### 12. Handy Live & Activities Tabs Keep Call Status Info in One Place

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 29, 2026

**What do you like best about Talkdesk?**

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.

**What do you dislike about Talkdesk?**

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.”

**What problems is Talkdesk solving and how is that benefiting you?**

It offers a lot of features that other systems don’t have, which means we get extra information that’s genuinely handy and useful.

**Official Response from Aunalisa Arellano:**

> Thank you for sharing your feedback! We're thrilled to hear that you find our Live and Activities tabs helpful in managing call status and tracking performance. We apologize for any delays in status updates and unexpected errors you've experienced. Our team is constantly working to improve system performance and reliability. If you encounter any issues in the future, please don't hesitate to reach out to our support team for assistance. We appreciate your support and are glad to hear that Talkdesk is providing you with valuable information to enhance your workflow. Thank you for choosing Talkdesk!

  ### 13. Easy-to-Navigate Interface Makes Call Handling Comfortable

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 28, 2026

**What do you like best about Talkdesk?**

The interface is easy to use and navigate. It makes call handling comfortable.

**What do you dislike about Talkdesk?**

Sound settings cannot be edited. Maybe it is the IT of my company that has restricted this somehow, but it would be useful to be able to access settings like background noise cancellation. The callcenter can be loud.

**What problems is Talkdesk solving and how is that benefiting you?**

It helps me handle all my phonecalls on my laptop, via internet. I have worked with a different calling system before where calls were routed to a physical phone, over wireless connection, and this caused a lot of disconnections and delays. The handling of the calls, as well as the calls themselves, work well with this software.

**Official Response from Aunalisa Arellano:**

> We're happy to hear that Talkdesk has helped you handle your phone calls more effectively! Thank you for taking the time to leave a review! 

  ### 14. Organized Email Management with Smooth Performance and Powerful Integrations

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 08, 2026

**What do you like best about Talkdesk?**

It's very organized, and it's very easy to differentiate emails based on category and priority, making it easier to respond to the right emails at the right time. The integrations are vast, and the performance based on my experience has been smooth. As for onboarding, I found it easy to learn how to use and manage the system.

**What do you dislike about Talkdesk?**

We do get a lot of spam and marketing emails, if there is a way for those to be automatically filtered out, it could potentially save a considerable amount of time.

**What problems is Talkdesk solving and how is that benefiting you?**

Managing emails and responding to customers is 100x easier using talkdesk. Internal communications is also very smooth, and ensures no request remains forgotten or left behind.

**Official Response from Aunalisa Arellano:**

> It's great to hear that Talkdesk has made managing emails and internal communications easier for you! 

Thank you for your feedback on spam/marketing emails. You have the option to change your communication preferences or opt-out of marketing emails all together by unsubscribing. If you are concerned about emails from Talkdesk specifically, please reach out to us at customer_marketing@talkdesk.com if you would like us unsubscribe you. 

  ### 15. In-Depth Customization That Makes TD Studio Shine

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 28, 2026

**What do you like best about Talkdesk?**

TD Studio is overwhelming at first, but it allows for a lot of customization and to have an in-depth setup.

**What do you dislike about Talkdesk?**

The icons in the menu aren't clear or user-friendly, I always hover over them to read their meaning.

Previously, we have discovered that KB's aren't always up to date, which is a shame. If the documentation is accurate, there is less need to contact Support directly, which saves time.

**What problems is Talkdesk solving and how is that benefiting you?**

From a reporting perspective, it's allowing us to meet very specific needs our client has. It's easy to make changes in Talkdesk that are immediately reflected in the data extraction.

**Official Response from Aunalisa Arellano:**

> It's great to hear that Talkdesk is helping you meet your client's specific reporting needs and enabling you to make immediate changes that reflect in data extraction. We're committed to continuously improving our platform to better serve you.

To help customers get more value from their data, we’ve launched Customer Office Hours—live, topic-focused sessions with our CX experts that walk through key reports and dashboards, share best practices, and include dedicated time for Q&A. We’d love for you to join an upcoming session and bring your questions. Here's a link to register: https://academy.talkdesk.com/events/019a36a1-5427-7ea2-9aaf-a280ca641c7a

  ### 16. Helpful AI and an All-in-One Platform for Scheduling, Forecasting, and Quality

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Alternative Medicine | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 29, 2026

**What do you like best about Talkdesk?**

I think the AI is so helpful to the agents. I also like how scheduling, forecasting, quality ....it's all in one program.

**What do you dislike about Talkdesk?**

When we first started using Talkdesk we were told everything was going to be done from Talkdesk I would love to see more integrations. We still use several different programs.

**What problems is Talkdesk solving and how is that benefiting you?**

Before utilizing Talkdesk our agents were consistently having to go into after call work to wrap up cases and take their notes. It really hurt efficiency.  Once the agents got comfortable with utilizing the AI tools all work is done on the calls.

**Official Response from Aunalisa Arellano:**

> We're thrilled to hear that our AI tools have improved efficiency for your agents and that you appreciate the all-in-one platform. We understand the desire for more integrations and are committed to expanding our capabilities in that area. Thank you for your feedback!

  ### 17. Metrics, AI, and Macros That Empower Support

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 07, 2026

**What do you like best about Talkdesk?**

Talkdesk has so many features that are helpful to our customer service department, including metrics, AI option, macros and more.

**What do you dislike about Talkdesk?**

Different features can sometimes be difficult to find. The Workforce management option is a great tool but it is very time consuming and there are no easy ways to adjust for certain things without redoing everything.

**What problems is Talkdesk solving and how is that benefiting you?**

Talkdesk is helping us track as much data as we can on who is calling our company and why. It also helps us track our customer service reps to see what areas we need to address with specific individuals.

**Official Response from Aunalisa Arellano:**

> It's great to hear that Talkdesk is helping you track important data and improve your customer service. We're committed to providing valuable insights and tools for your team, and we appreciate your feedback on areas for improvement.

  ### 18. Great for Customer Chats .

**Rating:** 4.0/5.0 stars

**Reviewed by:** Brian R. | Tech Support engineer tier II, Enterprise (> 1000 emp.)

**Reviewed Date:** August 04, 2026

**What do you like best about Talkdesk?**

I use it mostly for chat services with customers.

**What do you dislike about Talkdesk?**

Templates for chat..  it use to got to list but not you have to click extra step.

**What problems is Talkdesk solving and how is that benefiting you?**

I guess for ME the chat I can easily go back to previous chats by date.

**Official Response from Aunalisa Arellano:**

> It's great to hear that Talkdesk's chat feature is helping you easily access previous chats by date. Thanks for taking the time to leave a review! 

  ### 19. Great Transcription, but the Layout Needs to Be More Intuitive

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 14, 2026

**What do you like best about Talkdesk?**

I like the transcription feature. It helps catch information I may have missed from the customer.

**What do you dislike about Talkdesk?**

The layout could be more intuitive. It’s hard to find what I’m looking for unless someone who already knows where everything is shows me. I feel like I should be able to navigate and find what I need on my own, without having to look it up or ask all the time.

**What problems is Talkdesk solving and how is that benefiting you?**

Taking notes for call summaries is great, but it still needs some work. Sometimes the notes misrepresent what was actually said.

**Official Response from Aunalisa Arellano:**

> Thank you for your feedback and taking the time to leave a review. We're pleased to know that the transcription feature is beneficial for you. We'll definitely take your comments about the layout into account for future enhancements! 

In case you have not heard, to help customers get more value from their data, we’ve launched Customer Office Hours—live, topic-focused sessions with our CX experts that walk through key reports and dashboards, share best practices, and include dedicated time for Q&A. We’d love for you to join an upcoming session and bring your questions. Here's a link to register: https://academy.talkdesk.com/events/019a36a1-5427-7ea2-9aaf-a280ca641c7a


  ### 20. Accessible, Clear, and Great Call Support

**Rating:** 4.0/5.0 stars

**Reviewed by:** Orobosa M. | Agent with Newco, Small-Business (50 or fewer emp.)

**Reviewed Date:** July 28, 2026

**What do you like best about Talkdesk?**

It is all really accessible, and clear. The fact you can call as well is great

**What do you dislike about Talkdesk?**

Sometimes its not up to date, or is falloing behind

**What problems is Talkdesk solving and how is that benefiting you?**

Its quit when i will have the call and who is waiting

**Official Response from Aunalisa Arellano:**

> We're thrilled to hear that you value our accessible and clear call support. Thank you for your feedback!

  ### 21. Streamlines Customer Support with Cloud Efficiency

**Rating:** 3.5/5.0 stars

**Reviewed by:** Muhammad K.

**Reviewed Date:** February 06, 2026

**What do you like best about Talkdesk?**

I like how Talkdesk solves the common headaches that come with running customer support, especially when using manual processes or old on-premise systems. It automatically routes calls to the right team using IVR and smart queues, which ensures proper call routing. I appreciate the dashboards, reports, recordings, and full history that Talkdesk provides, offering clear visibility and tracking, which makes it easy to manage missed calls and wait times. The cloud-based nature of Talkdesk is a big plus, as it allows agents to work remotely from anywhere with just a browser and headset. I also find the integration with CRM and texting tools like Salesforce, ServiceNow, and Zendesk very helpful because it consolidates everything in one place. Lastly, adding new users online without needing hardware simplifies scaling, and the quality recording and analytics help improve service quality.

**What do you dislike about Talkdesk?**

cost to high

**What problems is Talkdesk solving and how is that benefiting you?**

Talkdesk solves the headache of running customer support with outdated systems. It automatically routes calls properly, offers visibility with dashboards and reports, supports remote teams with its cloud-based platform, integrates with CRM tools, and simplifies scaling and quality monitoring.

**Official Response from Aunalisa Arellano:**

> We're happy to hear that Talkdesk has helped streamline your customer support operations with automatic call routing, cloud-based flexibility, and CRM integrations. Thank you for sharing your experience with us!

  ### 22. Private Call Routing and Recording That Works Well

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 14, 2026

**What do you like best about Talkdesk?**

Routing and recording customer calls privately

**What do you dislike about Talkdesk?**

There is often a delay between phone and PC calls and also all CS agents don't ring, it is routed to one, which may or may not be available. So would be great for all of them to ring or an option where we can enable that for certain locations.

**What problems is Talkdesk solving and how is that benefiting you?**

N/A

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you are enjoying the private call routing and recording features of Talkdesk. We understand your concerns about the delay and call routing issues, and we will definitely take this feedback into consideration for future improvements. Thank you for taking the time to leave a review! 

  ### 23. Easy Call Transfers and Routing with Helpful Automation

**Rating:** 4.0/5.0 stars

**Reviewed by:** Dhana S. | Engineering Manager, Enterprise (> 1000 emp.)

**Reviewed Date:** March 30, 2026

**What do you like best about Talkdesk?**

Call Transfers are easy, The setup is easy to route calls based on calling ring group. The case creation can be automated

**What do you dislike about Talkdesk?**

API integration could have been more flexible. You cannot control the setup via API. Sometimes the user hear ringtone even when the call is connected.

**What problems is Talkdesk solving and how is that benefiting you?**

Our call center is completed supported by Talkdesk. We use it for both Inbound and Outbound calls.

**Official Response from Aunalisa Arellano:**

> We're thrilled to hear that Talkdesk is supporting your call center for both Inbound and Outbound calls. We'll take note of your feedback about the API integration. Thanks for taking the time to share your experience. 

  ### 24. Talkdesk: easy to use, but with room for improvement in marketing in Spain.

**Rating:** 3.5/5.0 stars

**Reviewed by:** ANTONIO H. | Jefe CdS ServiceDesk y SWP Telefonica, Enterprise (> 1000 emp.)

**Reviewed Date:** June 25, 2026

**What do you like best about Talkdesk?**

What attracts me most about Talkdesk is the product itself and how easy it is to use.

**What do you dislike about Talkdesk?**

Perhaps what I like the least is the marketing system in Spain.

**What problems is Talkdesk solving and how is that benefiting you?**

As a tool, Talkdesk is very powerful; it allows me to configure workflows and integrate with other systems, significantly reducing the number of calls.

**Official Response from Aunalisa Arellano:**

> We're thrilled that you find Talkdesk easy to use and beneficial for reducing the number of calls. We value your feedback on the marketing system in Spain and will strive to improve it. Thank you for taking the time to leave a review!

  ### 25. Easy Global Calling, But Slow Login and Unclear Updates

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 29, 2026

**What do you like best about Talkdesk?**

It calls every number around the world and it's easy to use

**What do you dislike about Talkdesk?**

It takes a long time to log-in and updates that I cannot see the utility of

**What problems is Talkdesk solving and how is that benefiting you?**

it helps in recoverying details from past calls

**Official Response from Aunalisa Arellano:**

> We are glad to hear that you enjoy Talkdesk's global calling. Thank you for taking the time to leave a review! 

  ### 26. Easy to Use with Clear Team Visibility

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 29, 2026

**What do you like best about Talkdesk?**

It is easy to use. We have a good views of the team workers

**What do you dislike about Talkdesk?**

We ca not modify the wrap up after the closing time of this one. It is frustrating.

**What problems is Talkdesk solving and how is that benefiting you?**

Client service

**Official Response from Aunalisa Arellano:**

> Thank you for sharing your feedback! We're thrilled to hear that you find Talkdesk easy to use and appreciate the clear team visibility it provides. If you have any further concerns or suggestions, please feel free to reach out to us. We are here to assist you and ensure you have a seamless experience with Talkdesk. Thank you for choosing Talkdesk for your client service needs!

  ### 27. Simple, Easy-to-Understand Analysis and a Smooth User Experience

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 29, 2026

**What do you like best about Talkdesk?**

it is very simple to understand the analysis and also very easy to use

**What do you dislike about Talkdesk?**

it has a few bugs that needs refreshing sometimes

**What problems is Talkdesk solving and how is that benefiting you?**

centralising the calls and email for the entire team

**Official Response from Aunalisa Arellano:**

> We are thrilled to hear that you find Talkdesk simple and easy to use. Thank you for taking the time to leave a review! 

  ### 28. Reliable and Intuitive, but Room for More Customization

**Rating:** 4.0/5.0 stars

**Reviewed by:** Roy Arturo E.

**Reviewed Date:** January 17, 2026

**What do you like best about Talkdesk?**

I like how Talkdesk is reliable and easy to use. The call routing works well, and the interface is intuitive, which allows me to quickly access call information, recordings, and logs without slowing down my workflow. Its call routing, reporting, and integration features help streamline workflows and ensure customers are connected to the right resources quickly.

**What do you dislike about Talkdesk?**

While Talkdesk works well overall, there are occasional system slowdowns and minor connectivity issues. Some features could also be more customizable, and reporting can take time to load when handling large volumes of data.

**What problems is Talkdesk solving and how is that benefiting you?**

I use Talkdesk to efficiently manage high volumes of customer calls, ensuring correct routing and reducing missed or dropped calls. It provides visibility into call activity for quick issue resolution, streamlines workflows, and maintains service quality.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find Talkdesk reliable and intuitive! We understand your feedback about the need for more customization. To help customers get more value from their data, we’ve launched Customer Office Hours—live, topic-focused sessions with our CX experts that walk through key reports and dashboards, share best practices, and include dedicated time for Q&A. We’d love for you to join an upcoming session and bring your questions. Here's a link to register: https://academy.talkdesk.com/events/019a36a1-5427-7ea2-9aaf-a280ca641c7a

  ### 29. All-in-One Functionality with Email and Ticket Lookup

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 08, 2026

**What do you like best about Talkdesk?**

It has all in one functionality, with email and ticket look up.

**What do you dislike about Talkdesk?**

Learning curve is steep. User interface needs optimization. Would like private notes on tickets

**What problems is Talkdesk solving and how is that benefiting you?**

It manages all of our tickets in one spot. Helps organize and consolidate

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you appreciate the all-in-one functionality of Talkdesk, including the email and ticket lookup features.

To help customers get more value from their data, we’ve launched Customer Office Hours—live, topic-focused sessions with our CX experts that walk through key reports and dashboards, share best practices, and include dedicated time for Q&A. We’d love for you to join an upcoming session and bring your questions. Here's a link to register: https://academy.talkdesk.com/events/019a36a1-5427-7ea2-9aaf-a280ca641c7a

Thank you for taking the time to leave a review! 

  ### 30. Nice Telecalling/Conferencing tool

**Rating:** 3.5/5.0 stars

**Reviewed by:** Vivek G. | Team lead-Managed Services, Enterprise (> 1000 emp.)

**Reviewed Date:** December 17, 2024

**What do you like best about Talkdesk?**

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.

**What do you dislike about Talkdesk?**

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.

**What problems is Talkdesk solving and how is that benefiting you?**

Easy for handling large number of calls in a support environment like Zscaler.

User friendly interface and very easy to learn

Call routing feature

**Official Response from Aunalisa Arellano:**

> We're thrilled to hear that you find Talkdesk to be a user-friendly and efficient tool for handling calls. Thank you for your positive feedback! Please reach out to your CSM directly if there is anything we can help you with. 

  ### 31. Clean Design That Makes Information Easy to Find

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 28, 2026

**What do you like best about Talkdesk?**

The design. It's easy to have the information.

**What do you dislike about Talkdesk?**

There are some bugs sometimes about the time indication.

**What problems is Talkdesk solving and how is that benefiting you?**

It's a good tool to have statistics about our calls

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find our design easy to use and that it helps you access information efficiently. Thank you for taking the time to leave a review! 

  ### 32. well designed

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 29, 2026

**What do you like best about Talkdesk?**

the format of the inboxes and the ease of use also the timeline of cases is great

**What do you dislike about Talkdesk?**

the looking up of cases should have a wider range such as more than just phone number name or case yes I agree need more ways to find a case

**What problems is Talkdesk solving and how is that benefiting you?**

AI generated notes from calls  could be better 

however could be more detailed

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find our inboxes and timeline of cases easy to use! We appreciate your feedback about the search functionality and will take it into consideration for future improvements. Thank you for taking the time to leave a review! 

  ### 33. Talkdesk: Call centre that actually works

**Rating:** 4.0/5.0 stars

**Reviewed by:** Ayush S. | Technical Support Engineer, Small-Business (50 or fewer emp.)

**Reviewed Date:** September 25, 2025

**What do you like best about Talkdesk?**

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.

**What do you dislike about Talkdesk?**

For some features it provide limited access .When adding features it is quite expensive.

**What problems is Talkdesk solving and how is that benefiting you?**

It customizes all details at one place which makes work more easy. It can integrates with any tool and CRM. It includes AI which makes work more easy. It also automates the IVR and call routing and all the things I got at one platform and mostly easy t use.

**Official Response from Aunalisa Arellano:**

> We're delighted to hear that Talkdesk has been a valuable tool for customizing all details in one place, integrating with other tools and CRM, and automating IVR and call routing. Thanks for taking the time to leave a review!

  ### 34. Effective for calls, but some connection issues

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 28, 2026

**What do you like best about Talkdesk?**

I like being able to make outgoing calls and also handle my emails with Talkdesk.

**What do you dislike about Talkdesk?**

I sometimes have connection issues or status changes that don't occur, or problems answering calls.

**What problems is Talkdesk solving and how is that benefiting you?**

I use Talkdesk to connect, make, and receive calls, which allows us to contact our clients and resolve their issues.

**Official Response from Aunalisa Arellano:**

> We appreciate your feedback and are committed to resolving any connection issues to provide a seamless experience for making and receiving calls with Talkdesk. Thank you for taking the time to leave a review! 

  ### 35. Great Transcripts and Summaries, But Connectivity Needs Improvement

**Rating:** 3.5/5.0 stars

**Reviewed by:** Bailey N. | Class Operations Coordinator, Mid-Market (51-1000 emp.)

**Reviewed Date:** December 04, 2025

**What do you like best about Talkdesk?**

I really enjoy the live transcript, especially when there not a great connection. This helps keep up with the conversation without having to say "what" all of the time. I also enjoy the summaries as well as the auto-closing of tickets in the system.

**What do you dislike about Talkdesk?**

I feel like there is definitely issues with connectivity to other systems. The inconsistency with connection can definitely cause a delay, especially when there is a high number of calls. This also causes issues with opening tickets sometimes as well. There have been times that CoPilot does not generate the summary in the amount of time allotted for wrap up causing a delay in moving between calls.

**What problems is Talkdesk solving and how is that benefiting you?**

TalkDesk and CoPilot are definitely solving a ease of use when it is functioning as intended which helps with efficient handling and customer satisfaction.

**Official Response from Aunalisa Arellano:**

> Thank you for sharing your experience with us! While we are disappointed to hear of the issues you have been facing, we want to ensure you we are committed to resolving them and ensuring you have a better experience with Talkdesk.
The Talkdesk customer success team is working with the admin team at your organization to resolve the reported issues.

  ### 36. Most of the times, work great!

**Rating:** 4.0/5.0 stars

**Reviewed by:** Gustavo M. | Team lead in the admin team, Mid-Market (51-1000 emp.)

**Reviewed Date:** July 25, 2025

**What do you like best about Talkdesk?**

Most of the time, it works really well, the call quality is excellent, and it works perfectly even in other countries, which is amazing. I think the main thing is the co-pilot — without a doubt, it’s a HUGE help during calls. The co-pilot really changed everything.

**What do you dislike about Talkdesk?**

"As I said, most of the time it works well, and when it does, it’s perfect. But unfortunately, TalkDesk has major bugs quite frequently — like being unable to transfer calls, calls dropping, or certain data not updating (such as online agents) — and this happens often, so it becomes a serious issue. I believe that especially when a new update is released, bugs show up. Every time I see an update in the app, I already think to myself, 'Let’s see what the bugs will be this time.' I understand that the platform needs to constantly improve and evolve, but without a doubt, the priority should be keeping the basics working before trying to launch new and more advanced features in an update.

**What problems is Talkdesk solving and how is that benefiting you?**

I work at a company that uses Talkdesk, and it's great software when it's working properly, everyone loves it!

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you've had a positive experience with Talkdesk, especially with the call quality and its performance in other countries. We understand your frustration with the bugs and issues you've encountered, and we're continuously working to improve the platform's stability and reliability. Your feedback is valuable to us, and we'll strive to prioritize the core functionality while implementing new features in future updates.

  ### 37. Useful tool to manage customer service

**Rating:** 4.0/5.0 stars

**Reviewed by:** Adalberto B. | Senior Systems Engineer, Information Technology and Services, Mid-Market (51-1000 emp.)

**Reviewed Date:** March 16, 2026

**What do you like best about Talkdesk?**

It is easy to use once a person masters it, it has a good interface that helps manage daily work in a simple way.

**What do you dislike about Talkdesk?**

Some features require time to learn how to work with Talkdesk.

**What problems is Talkdesk solving and how is that benefiting you?**

Help keep all customer interactions more organized and make the support team's work easier. It also makes it simpler to track what is happening in customer service.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find Talkdesk easy to use and that it helps manage your daily work in a simple way. To help customers get more value from their data, we’ve launched Customer Office Hours—live, topic-focused sessions with our CX experts that walk through key reports and dashboards, share best practices, and include dedicated time for Q&A. We’d love for you to join an upcoming session and bring your questions. Here's a link to register: https://academy.talkdesk.com/events/019a36a1-5427-7ea2-9aaf-a280ca641c7a


  ### 38. Great potential

**Rating:** 4.0/5.0 stars

**Reviewed by:** Brian K. | Customer support supervisor, Mid-Market (51-1000 emp.)

**Reviewed Date:** June 26, 2025

**What do you like best about Talkdesk?**

The live call transcript is nice and the AI implementation usually useful. The fact it has capabilities to measure conversation tone and when reviewing agent calls allows supervisors to also see exactly what the agent did during the call is very nice. While routing doesn't always feel intuitive, the ability to  change it on a dime is an enjoyable feature as well.

**What do you dislike about Talkdesk?**

Compared to similar software, the ability to search for cases based on keywords or specific targets without already knowing exactly what you're looking for is buggy at best. It does glitch regularly enough to be considered a downside and has a habit of importing incomplete customer information or merging multiple unrelated entities into one. The AI's ability to learn also remains in question, on that point at least this may be more user error than software however.

**What problems is Talkdesk solving and how is that benefiting you?**

For a company that provides a remote working environment, TalkDesk is providing an effective and easy way to communicate with customers while also simplifying collecting and reviewing data in many ways. As a Tier 2 employee this is helping me identify where agents need assistance and be ready to effortlessly accept a transfer or even jump into the queue myself.

**Official Response from Aunalisa Arellano:**

> Thanks for taking the time to share your thoughts on Talkdesk! We would love to chat with you more about training AI. Please reach out to the support team. 

  ### 39. Easy for Agents, Packed with Detailed Reports

**Rating:** 4.0/5.0 stars

**Reviewed by:** ALBERTO C. | Responsabile Customer Care & Medical Fitness, Mid-Market (51-1000 emp.)

**Reviewed Date:** January 16, 2026

**What do you like best about Talkdesk?**

The ease of use on the agent side and the possibility of having various detailed reports

**What do you dislike about Talkdesk?**

The fact that does not exist the italian version for some features, not italian telephone support, not easy to build a flow and manage it

**What problems is Talkdesk solving and how is that benefiting you?**

At the moment no problems

**Official Response from Aunalisa Arellano:**

> Thank you for sharing your feedback. We're pleased to hear that Talkdesk is meeting your needs in terms of ease of use and detailed reports. We understand the importance of language support and appreciate your input.

  ### 40. Reliable Tool with Room for Improvement

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Chemicals | Small-Business (50 or fewer emp.)

**Reviewed Date:** July 28, 2025

**What do you like best about Talkdesk?**

What I like best about Talkdesk is how it helps me stay organized and manage my time effectively throughout the day. The system makes it really easy to keep track of my break and lunch times, so I can stay compliant and maintain a good work-life balance. I also appreciate how accessible my performance data is - I can quickly find my evaluations and customer feedback, and I like that I can filter the information by specific dates to monitor my progress and identify areas for improvement.

Another great feature is the ability to see the real-time status of my colleagues. This helps with team coordination and knowing who’s available if I need assistance. Overall, Talkdesk makes my daily workflow more efficient and helps me stay informed and connected with both my performance and my team.

**What do you dislike about Talkdesk?**

One thing I dislike about Talkdesk is that system lags and technical issues happen a bit too frequently, which can interrupt my workflow and cause delays, especially during high-volume periods. There are times when the platform becomes unresponsive or slow, which can be frustrating when I'm trying to assist customers efficiently. Additionally, the Copilot feature sometimes takes a while to load or start working, which reduces its usefulness when I need quick support or suggestions in real-time. While these issues aren’t constant, they do affect the overall experience when they occur.

**What problems is Talkdesk solving and how is that benefiting you?**

Talkdesk helps improve communication with customers, especially when call quality isn’t the best. In situations where the line is unclear or there’s background noise, the Copilot feature is really helpful - it allows me to better understand what the customer is saying by providing real-time transcripts and suggestions. This not only reduces misunderstandings but also helps me respond more accurately and efficiently, even during challenging calls. As a result, I’m able to deliver better service and feel more confident handling tough situations.

**Official Response from Aunalisa Arellano:**

> Thank you for sharing your feedback! We're glad to hear that Talkdesk is helping you stay organized and manage your time effectively. We understand your concerns about system lags and technical issues, and we're continuously working to improve platform performance for a smoother experience. Your input is valuable in helping us identify areas for enhancement.

  ### 41. Easy Chatting with Friends and Colleagues

**Rating:** 4.0/5.0 stars

**Reviewed by:** Aarif M. | Senior executive, Small-Business (50 or fewer emp.)

**Reviewed Date:** March 20, 2026

**What do you like best about Talkdesk?**

It helps easily to chat with friends and other colleagues

**What do you dislike about Talkdesk?**

There are limited options available in app which is disadvantages

**What problems is Talkdesk solving and how is that benefiting you?**

Talkdesk help in chatting with users and it helps in msg exchanges

**Official Response from Aunalisa Arellano:**

> It's great to hear that Talkdesk is solving your chat needs and facilitating message exchanges. We're committed to providing a seamless communication experience.

  ### 42. Great & Thorough Training

**Rating:** 3.5/5.0 stars

**Reviewed by:** Mallory S. | Solutions Engineer - Collaboration, Enterprise (> 1000 emp.)

**Reviewed Date:** July 17, 2025

**What do you like best about Talkdesk?**

I recently completed the TalkDesk Certified Specialist training in TalkDesk Academy. I thought the training was very thorough, and I really liked that after every section, there was a short quiz. When I'm doing training, it's hard to focus on small but key specifics of the topic. This is where the quiz at the end comes into play. There will be a question that has two possible answers and I'm torn between them. Then I can go back into the training and review that specific section because I clearly missed a key aspect of the training. There are a lot of features that TalkDesk offers to admins so it's important to go through all of the trainings so you don't miss anything.

**What do you dislike about Talkdesk?**

TalkDesk is more complicated than other CCaaS solutions out there. This wasn't as intuitive or user friendly as other options that I've seen, but it wasn't the most complex either. Other than that, I think the solution has a lot of great offerings and features; it's just a bit complex on the admin side.

**What problems is Talkdesk solving and how is that benefiting you?**

TalkDesk is a great solution for the contact center space. I love that it has an offering for internal staff for every step of the cycle. The AI-powered omnichannel just elevates the customer experience, and provides the end user with an overall positive experience.

**Official Response from Aunalisa Arellano:**

> Thank you for your great feedback! We're thrilled to hear that Talkdesk is supporting your contact center across the full cycle and that you're seeing the value of our AI-powered omnichannel features. Elevating the customer and agent experience is exactly what we aim for—thanks for being a part of it!

  ### 43. Love/Hate relationship

**Rating:** 3.5/5.0 stars

**Reviewed by:** Tory L. | Supervisor, Mid-Market (51-1000 emp.)

**Reviewed Date:** July 28, 2025

**What do you like best about Talkdesk?**

We  love talkdesk and the team is super quick with any issues we have with the program. It is very smooth and organized.

**What do you dislike about Talkdesk?**

There does seem to be frequent issues we have to report however, the team is amazing at getting back with us.

**What problems is Talkdesk solving and how is that benefiting you?**

We use Talkdesk for all of our phone calls that come into the office and we love how helpful the features are on the app like copilot

**Official Response from Aunalisa Arellano:**

> It's great to hear that Talkdesk is helping your office with calls and that you find Copilot helpful. We appreciate your support! Thanks for taking the time to leave a review. Please reach out to the support team if there is anything you'd like to discuss in more detail. 

  ### 44. Love TD when it works but it often has glitches

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.)

**Reviewed Date:** August 01, 2025

**What do you like best about Talkdesk?**

Love that you can go and see conversations with the customer so you can review what has been said

**What do you dislike about Talkdesk?**

Half of the time we try to transfer it won't work and there are often times when the calls don't come through but go to voicemail instead

**What problems is Talkdesk solving and how is that benefiting you?**

It helps track subjects so I can go back through past conversations

**Official Response from Aunalisa Arellano:**

> Thank you for sharing your feedback! We're delighted to hear that you enjoy the ability to review conversations with customers. We're sorry to hear about the issues you've experienced with call transfers and missed calls. Our team is constantly working to improve our platform's reliability and performance. We'd like to investigate these issues further to ensure a smoother experience for you. Please reach out to our support team so we can address these concerns promptly. We appreciate your support and look forward to resolving these issues for you.

  ### 45. User-Friendly and Simple, But Room for Improvement

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Business Supplies and Equipment | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 27, 2025

**What do you like best about Talkdesk?**

The tool is easy to use, it's user friendly.

**What do you dislike about Talkdesk?**

The system requests posting a review in order to continue using it and that interferes with work.

**What problems is Talkdesk solving and how is that benefiting you?**

The tool is easy to use, it's user friendly.

**Official Response from Aunalisa Arellano:**

> We're glad to hear that you find Talkdesk easy to use and user-friendly. We apologize for any inconvenience caused by the review request on 11/27/25. This was taken down shortly after the issue of users not being able to close out the request was identified. 

Thanks again for choosing Talkdesk! 

  ### 46. Talkdesk Review (Administrator Perspective)

**Rating:** 4.0/5.0 stars

**Reviewed by:** Jevgeni T. | Salesforce CTI Administrator, Enterprise (> 1000 emp.)

**Reviewed Date:** November 07, 2024

**What do you like best about Talkdesk?**

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.

**What do you dislike about Talkdesk?**

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.

**What problems is Talkdesk solving and how is that benefiting you?**

Not necessarily solving but rather enabling us to be reachable for customers and vice versa.

**Official Response from Aunalisa Arellano:**

> We're thrilled to hear that you find our technical customer service amazing and appreciate the direct phone support. We understand the importance of quick and efficient assistance for your business needs.

  ### 47. Correct and easy-to-use CTI

**Rating:** 4.0/5.0 stars

**Reviewed by:** Miguel V. | Consultor Salesforce, Small-Business (50 or fewer emp.)

**Reviewed Date:** July 28, 2025

**What do you like best about Talkdesk?**

It is very easy to configure and show to the user

**What do you dislike about Talkdesk?**

There are some errors to solve in the field mapping in Salesforce Integration with Talkdesk for Salesforce

**What problems is Talkdesk solving and how is that benefiting you?**

Thanks to Talkdesk we have centralized customer telephone support across multiple agents.

**Official Response from Aunalisa Arellano:**

> It's great to hear that Talkdesk has helped centralize your customer telephone support and benefit your team across multiple agents.

  ### 48. Powerful application

**Rating:** 4.0/5.0 stars

**Reviewed by:** Jerum T. | Client Operations Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 05, 2024

**What do you like best about Talkdesk?**

The variety of tools and functionalities Talkdesk offers, makes it the most powerful application on the market to be deployed in contact centres. The application is very easy to use for our users.

The standard Contact Centre functions are of a high standard and any additional add-ons only bring the experience to a higher level. The Talkdesk team is very helpful and professional, they are always ready to help.

**What do you dislike about Talkdesk?**

Certain areas such as the automation designers for Workspace, Studio & Autopilots could use an aligment. It would be good to be able to have modules that are reusable across all designers. The Workspace designer and Autopilot Automation designer could also be built into something requiring less coding knowledge. Standard digital components for Whatsapp should be implemented too.

**What problems is Talkdesk solving and how is that benefiting you?**

We are now able to provide our clients with multi channel service using all tools available. This has increased our agent efficiency and allowed for better handling times in general.

**Official Response from Aunalisa Arellano:**

> Thank you for sharing your experience with Talkdesk! We're thrilled to hear that the tools and functionalities have empowered your team and elevated your contact center experience. 🙌 We also appreciate your feedback on automation design alignment, reusable modules, and ease of use—these insights are valuable as we continue to enhance our platform to meet evolving user needs. Thanks again for helping us make Talkdesk even better!

  ### 49. One of the main tools I was daily for my job.

**Rating:** 3.5/5.0 stars

**Reviewed by:** Shayla D. | Lottery Retailer Support, Enterprise (> 1000 emp.)

**Reviewed Date:** August 11, 2024

**What do you like best about Talkdesk?**

I use Talkdesk every day for my job, and it has significantly improved my ability to provide top-notch customer support . The platform is incredibly user-friendly, making it easy to navigate and utilize its features efficiently. One of the standout aspects of Talkdesk is its speed and efficiency. It allows me to handle customer inquiries quickly, which is crucial in maintaining high customer satisfaction. The integration with other tools and systems we use is seamless, further enhancing our workflow. I find the editing it to my own personal preference for the widgets I need to get my job done is one of my favorite features. Editing widgets is easy and can be done quick , when certain days need different aspect of Talkdesk.
Overall, Talkdesk has been a game-changer for our customer service operations. It’s quick, efficient, and reliable, making it an indispensable tool for our team.

**What do you dislike about Talkdesk?**

When I have completed a call, it can take a few minutes for my activities to be updated. So, if I need to go back and check my last call, it's not there, even after refreshing. Also, the AI-generated summary will disappear when taking an SMS at the same time.

**What problems is Talkdesk solving and how is that benefiting you?**

AI-powered automation is the best feature because it assists me in finding information during the call. I handle numerous numbers over the phone, and with AI, it displays the numbers as the customer dictates them, so there's no need to slow down the call for repetitions. With the AI-generated summary, my after-call wrap-up is brief, allowing me to return to assisting customers more quickly.

**Official Response from Aunalisa Arellano:**

> It's great to hear that the AI-powered automation feature is benefiting you by assisting in finding information during calls and speeding up the after-call wrap-up. We're glad to hear that it's helping you handle numerous calls more efficiently.

  ### 50. Talkdesk was the launch point

**Rating:** 4.0/5.0 stars

**Reviewed by:** Rachel A. | Contact Center Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** December 04, 2024

**What do you like best about Talkdesk?**

I love the supportive staff, the ease of use for the end user, and the expansive reports available. We have not fully launched our prodcuts and we are already blown away with our improved efficiencies, and the expanded support for our members.

**What do you dislike about Talkdesk?**

We chose a time to convert over to Talkdesk when we were launches several other pieces that will need to be integrated into Talkdesk- It feels like a large lift and there are lots of moving pieces to balance and ensure they are working in tandum. This is absolutely no fault of Talkdesk, but I had to put something here.

**What problems is Talkdesk solving and how is that benefiting you?**

We are being connected with members who are facing more challenging issues and the auto attendant is taking care of the lower hanging fruit

**Official Response from Aunalisa Arellano:**

> Thank you for sharing your positive experience with Talkdesk! We're glad to hear that our platform has improved your efficiencies and support for your members. We understand the challenges of integrating multiple pieces and are here to help streamline the process for you.


## Talkdesk Discussions
  - [What is the best way to filter per day](https://www.g2.com/discussions/what-is-the-best-way-to-filter-per-day) - 1 comment, 2 upvotes
  - [Is it possible to add an alarm whe a call is on queue?](https://www.g2.com/discussions/is-it-possible-to-add-an-alarm-whe-a-call-is-on-queue) - 1 comment, 2 upvotes
  - [Did any other users of the platform have company wide issues once workspace (atlas) rolled out?](https://www.g2.com/discussions/did-any-other-users-of-the-platform-have-company-wide-issues-once-workspace-atlas-rolled-out) - 2 comments, 1 upvote
  - [Is there any way to make it easier to add an inbound call to the contacts list?](https://www.g2.com/discussions/is-there-any-way-to-make-it-easier-to-add-an-inbound-call-to-the-contacts-list) - 1 comment, 1 upvote
  - [What is the best way to transfer the information about waiting time in queue while using talkdesk?](https://www.g2.com/discussions/what-is-the-best-way-to-transfer-the-information-about-waiting-time-in-queue-while-using-talkdesk) - 1 comment, 1 upvote

- [View Talkdesk pricing details and edition comparison](https://www.g2.com/products/talkdesk/reviews?filters%5Bnps_score%5D%5B%5D=4&section=pricing&secure%5Bexpires_at%5D=2026-08-13+21%3A07%3A58+-0500&secure%5Bsession_id%5D=1eb7af73-d280-4ebc-a912-57d02c7067ef&secure%5Btoken%5D=771d52822f66852fc2ed2f904462b1d1b9eaca2970d13cb74ac2624f9ff6e6ba&format=llm_user)
## Talkdesk Integrations
  - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)
  - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)
  - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/reviews)
  - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews)
  - [BMC Helix Remedyforce](https://www.g2.com/products/bmc-helix-remedyforce/reviews)
  - [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews)
  - [Contactually by Compass](https://www.g2.com/products/contactually-by-compass/reviews)
  - [DM Valid](https://www.g2.com/products/dm-valid/reviews)
  - [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews)
  - [eGain Analytics Hub](https://www.g2.com/products/egain-analytics-hub/reviews)
  - [Fin](https://www.g2.com/products/fin/reviews)
  - [Freshdesk and Freshservice](https://www.g2.com/products/freshdesk-and-freshservice/reviews)
  - [Front](https://www.g2.com/products/front/reviews)
  - [Google](https://www.g2.com/products/google-google/reviews)
  - [Help Desk Migration Services](https://www.g2.com/products/help-desk-migration-services/reviews)
  - [Help Scout](https://www.g2.com/products/help-scout/reviews)
  - [Highrise ERP - Construction Management Software](https://www.g2.com/products/highrise-erp-construction-management-software/reviews)
  - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)
  - [Insightly CRM](https://www.g2.com/products/insightly-crm/reviews)
  - [Jira](https://www.g2.com/products/jira/reviews)
  - [Keap](https://www.g2.com/products/thryv-keap/reviews)
  - [Krisp](https://www.g2.com/products/krisp/reviews)
  - [Kustomer](https://www.g2.com/products/kustomer/reviews)
  - [LiveChat](https://www.g2.com/products/livechat/reviews)
  - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews)
  - [Microsoft Dynamics 365 Connector](https://www.g2.com/products/microsoft-dynamics-365-connector/reviews)
  - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews)
  - [Microsoft Power Platform](https://www.g2.com/products/microsoft-microsoft-power-platform/reviews)
  - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews)
  - [NetSuite](https://www.g2.com/products/oracle-netsuite/reviews)
  - [Nimble](https://www.g2.com/products/nimbleway-nimble/reviews)
  - [NurenAI](https://www.g2.com/products/nurenai/reviews)
  - [Olark](https://www.g2.com/products/olark/reviews)
  - [OnePageCRM](https://www.g2.com/products/onepagecrm/reviews)
  - [Oracle Service Cloud (formerly RightNow)](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews)
  - [Outreach](https://www.g2.com/products/outreach/reviews)
  - [Pega Customer Decision Hub](https://www.g2.com/products/pegasystems-pega-customer-decision-hub/reviews)
  - [Pipedrive](https://www.g2.com/products/pipedrive/reviews)
  - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews)
  - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews)
  - [SAP Analytics Cloud](https://www.g2.com/products/sap-analytics-cloud/reviews)
  - [SAP Cloud ERP (SAP S/4HANA Cloud)](https://www.g2.com/products/sap-cloud-erp-sap-s-4hana-cloud/reviews)
  - [SAP Engagement Cloud (formerly SAP Emarsys)](https://www.g2.com/products/sap-engagement-cloud-formerly-sap-emarsys/reviews)
  - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews)
  - [Snap](https://www.g2.com/products/snap/reviews)
  - [UserVoice](https://www.g2.com/products/uservoice/reviews)
  - [Verint Workforce Management](https://www.g2.com/products/verint-workforce-management/reviews)
  - [Workato](https://www.g2.com/products/workato/reviews)
  - [Zendesk and Salesforce Knowledge Connector](https://www.g2.com/products/zendesk-and-salesforce-knowledge-connector/reviews)
  - [Zendesk Contact Center](https://www.g2.com/products/zendesk-contact-center/reviews)
  - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)
  - [Zoho Analytics](https://www.g2.com/products/zoho-analytics/reviews)

## Talkdesk Features
**Additional Functionality**
- Tagging
- Natural Language Processing
- Data Extraction
- Multi-Language
- Predictive Analytics
- Drag & Drop
- Speech Recognition
- Reporting/Analytics
- Data Storage Management
- Virtual Personal Assistant (VPA)
- AI Copilot
- Customer Segmentation
- Collaboration Tools
- Data Import/Export
- Generative AI
- For eCommerce
- Role-Based Permissions
- Customizable Branding
- Search/Filter
- Monitoring
- Document Management
- API
- Data Visualization
- Trend Analysis
- Machine Learning
- Access Controls/Permissions
- Alerts/Escalation
- Performance Metrics
- Real-Time Data
- Third-Party Integrations
- Mobile App
- Multiple Data Sources
- For Sales Teams/Organizations
- Sentiment Analysis
- Activity Dashboard
- Chatbot
- Workflow Automation

**Additional Functionality**
- Call Reporting
- Automatic Call Distribution
- Call Whispering
- Callback Scheduling
- CRM
- Call Tagging
- Dashboard
- Call Recording
- Alerts/Escalation
- AI Copilot
- Call Transcription
- Queue Management
- Manual Dialer
- Call Tracking
- Auto-Dialer
- Call Monitoring
- Activity Tracking
- Multi-Channel Communication
- Contact Management
- Sentiment Analysis
- Progressive Dialer
- Voice Recognition
- Reporting/Analytics
- Monitoring
- IVR
- Call Logging
- Chatbot
- Third-Party Integrations
- Outbound Call Center
- Interaction Tracking
- Voice Mail
- Call Routing
- Automated Responses
- API
- Call Transfer
- AI Summarization
- Call Center Management
- Inbound Call Center
- Surveys & Feedback
- Chat/Messaging
- Predictive Dialer
- Blended Call Center
- Caller ID
- Generative AI
- Performance Management
- Computer Telephony Integration
- Call Scripting

**Dashboard**
- Dashboard

**Speech Recognition**
- Speech Recognition

**Compliance Management**
- Compliance Management

**Autonomous Task Execution**
- Autonomous Task Execution

**Sentiment Analysis**
- Sentiment Analysis

**Data Security**
- Data Security

**Third-Party Integration**
- Third-Party Integration

**Human-in-the-loop (HITL)**
- Human-in-the-loop (HITL)

**Agentic Task Execution**
- Agentic Task Execution

**Natural Language Processing**
- Natural Language Processing

**Conversational AI**
- Conversational AI

**Performance Metrics**
- Performance Metrics

**Interaction Tracking**
- Interaction Tracking

**Knowledge Base Management**
- Knowledge Base Management

**CRM Integration**
- CRM Integration

**Inquiry Routing**
- Inquiry Routing

**Contextual Guidance**
- Contextual Guidance

**Communications Management**
- Communications Management

**Proactive Chat**
- Proactive Chat

**Ticket Management**
- Ticket Management

**Dialing Options**
- Preview Dialing
- Progressive Dialing
- Predictive Dialing

**Administration**
- Database Management 
- Data Workflows
- Issue Management

**Call Analytics**
- Call Recording
- Machine Learning
- Call Analysis
- Lead Qualification
- Trend Analysis
- Real-Time Data
- AI/Machine Learning

**Quality Assurance**
- Evaluation
- Calibration
- Reports

**Channels**
- Voice
- Social
- Live Chat
- Mobile SMS
- Email

**Knowledge Management**
- Knowledge Base
- Publishing Workflows
- Analytics

**ServiceNow Apps**
- ServiceNow Integration
- Value

**Responses**
- Customization
- Control
- Route To Human
- Menu bars
- Drip sequences

**Workforce Management**
- Agent Availability
- Skills Management
- Shift Scheduling
- Agent Self-Service
- Mobile Access
- Service Level Agreement (SLA) Management
- Performance Management
- Queue Management
- Compliance Management
- Customer Experience Management
- Attendance Management
- Employee Management
- Time Off Management

**Conversational Platform**
- Personalization
- Omnichannel
- Contextual Engagement
- Proactive Engagement

**Messaging Channels**
- SMS Messaging
- Email
- Voice Messaging
- Two way messaging

**Platform**
- Omnichannel
- Mobile Access
- Queue Management
- Call Routing
- Call Back
- IVR
- Automatic Call Distribution
- Call Transfer
- Contact Management
- Call Center Management
- Multi-Channel Management
- Survey/Poll Management
- Campaign Management
- Call List Management

**Platform**
- Multilingualism
- Quality
- Real-Time
- Artificial Intelligence
- Self-Improving
- Volume

**Customer Support**
- Text
- Speech
- Knowledge Base
- Knowledge Base Management

**Generative AI**
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- Generative AI

**Generative AI**
- AI Text Summarization

**Generative AI**
- AI Text-to-Speech
- Generative AI

**Generative AI**
- AI Text-to-Speech
- Generative AI

**Generative AI**
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Voice Recognition - AI Voice Assistants**
- Voice Recognition

**Additional Functionality**
- Live Chat
- Call Transfer
- Archiving & Retention
- Call Center Management
- Call Tagging
- Call List Management
- Real-Time Analytics
- Queue Management
- Real-Time Data
- API
- Real-Time Monitoring
- CRM
- Performance Metrics
- Automatic Call Distribution
- Activity Tracking
- IVR
- Event Triggered Actions
- Third-Party Integrations
- Scheduled Recording
- Alerts/Notifications
- Call Monitoring
- File Transfer
- Activity Dashboard
- Call Reporting
- Call Transcription
- Campaign Management
- Call Disposition
- Computer Telephony Integration
- Contact Management
- Predictive Dialer
- Voice Mail
- Caller ID
- Reporting & Statistics
- Call Routing
- Call Tracking
- Recording
- Auto-Dialer
- Chat/Messaging
- On-Demand Recording
- Customizable Reports
- Multi-Channel Communication
- Conferencing
- AI Copilot
- Interaction Tracking
- Predictive Analytics
- Visual Analytics
- Sales Trend Analysis
- Audio Capture
- Email Alerts
- Tagging
- Self-Service Search
- Natural Language Processing
- Surveys & Feedback
- Automatic Transcription
- Multi-Channel Management
- Request Assignment
- Speech-to-Text Analysis
- Self Service Portal
- Performance Management
- Call Recording
- Search/Filter
- Sentiment Analysis
- Compliance Management
- Multi-Language
- HIPAA Compliant
- Data Security
- Call Scripting
- Customer Service Analytics
- Quality Assurance
- Customer Experience Management
- Communication Management
- Categorization/Grouping
- Language Detection

**Self-Service Experience**
- Knowledge Base
- Searchable Articles
- Community Forums
- Mobile Optimization
- Personalization

**Communication**
- Pop-up Chat
- Notifications
- Targeted Emails
- In-App Messaging
- Co-Browsing
- Real-Time Notifications
- Real-time Consumer-facing Chat

**Agent Tools**
- Whisper Coaching 
- Callback Scheduling 
- Call Recording 
- Real-Time Data
- Live Chat
- Call Scheduling

**Compliance**
- Policies and Controls
- Data Governance
- Compliance
- Auditing

**Artificial Intelligence - Conversation Intelligence**
- Customer Scoring
- Speech-to-Text
- Sentiment Analysis

**Engagement**
- Feedback
- Dashboards
- Training
- Activity Dashboard

**Functions**
- Call Routing
- Session Queuing
- Concurrent Calling
- Speech Analytics
- Auto Dialer
- IVR
- Inbound Screen Pop
- Persistent Data
- Predictive Dialer
- Automated Routing
- Real-Time Analytics
- Reporting/Analytics

**Customer Support**
- Intelligent Search
- Suggestions
- Decision Trees

**Platform**
- Live chat
- Integrations
- Branding
- Analytics
- A/B testing
- Role-based access
- Collection of information
- Augmented Analytics
- Proactive Chat

**Administration**
- Automation
- Productivity Analysis
- Dashboards
- Labor Forecasting
- Intraday Management
- Quality Management

**Support Automation**
- Intelligent Routing
- Seamless Escalation
- Transcripts
- Self-Serve Support

**Administration**
- Scheduling
- Triggered Notifications
- Segmentation
- Integrations

**Workforce Management**
- Call Monitoring
- Performance Evaluation
- Real-Time Monitoring
- Monitoring

**Channel**
- Security
- Omnichannel
- Privacy
- Anonymity

**Automation**
- Ticket Resolution
- Customization
- Intelligent Routing
- Customizable Templates

**Speech Synthesis - AI Voice Assistants**
- Speech Synthesis
- Customizable speech
- Multiple voice actions

**Agentic AI - ServiceNow Store Apps**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Proactive Assistance

**Call Center Infrastructure (CCI)**
- Autonomous Task Execution
- Cross-system Integration
- Natural Language Interaction
- Proactive Assistance
- Third-Party Integrations
- Computer Telephony Integration
- Multi-Language

**Agentic AI - Contact Center**
- Autonomous Task Execution
- Cross-system Integration
- Natural Language Interaction
- Proactive Assistance
- Third-Party Integrations
- Social Media Integration
- Computer Telephony Integration

**Additional Functionality**
- Performance Metrics
- Leave Tracking
- Call Monitoring
- AI Copilot
- For Call Centers
- Employee Time Tracking
- Third-Party Integrations
- Generative AI
- Activity Monitoring
- Reporting/Analytics
- API
- Call Recording
- Approval Process Control
- Skills Tracking
- Activity Tracking
- Variable Workforce
- Employee Coaching Tools
- Employee Database
- Online Time Clock
- Agent Interface

**Self-Service Platform**
- Branding
- Automation
- Artificial Intelligence
- Integrations

** Internal Use**
- Customization 
- Conversation Archiving
- Lead Development
- Knowledge Base
- Team Inbox 
- Customer Profiles

**Automation**
- Voice Activity Detection
- Interactive Voice Response (IVR)
- Call Scrubbing

**Data Security**
- Risk Data Attributes
- Data Transport
- Access Management
- Multi-Factor Authentication

**Performance**
- Third-Party Integrations
- Compliance

**Administrative**
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
- Callback Scheduling
- Activity Dashboard
- Call Reporting

**Administration**
- Integrations
- User, Role, and Access Management
- Performance and Reliability

**Administrative**
- Call Recording
- Reporting & Dashboards
- Call Reporting
- Real-Time Reporting

**Artificial Intelligence**
- Learning
- Language
- Conversational AI
- Generative AI

**Generative AI**
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Customer Query Resolution - AI Customer Support Agents**
- Automated Ticket Resolution
- Contextual Response Generation
- Sentiment Analysis
- Knowledge Base Utilization
- Multilingual Support

**Security and privacy - AI Voice Assistants**
- Encrypted communication

**Agentic AI - AI Agents**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Additional Functionality**
- Real-Time Analytics
- Email Management
- API
- Single Sign On
- Search/Filter
- Collaboration Tools
- Third-Party Integrations
- Activity Dashboard
- Canned Responses
- Surveys & Feedback
- Reporting/Analytics
- Transfers/Routing
- Geotargeting
- Interaction Tracking
- CRM
- Transcripts/Chat History
- Document Storage
- Screen Sharing
- Contact Management
- Autoresponders
- Multi-Channel Communication
- Mobile Access
- AI Copilot
- Offline Form
- Real-Time Monitoring
- Support Ticket Management
- File Sharing

**Additional Functionality**
- Customer Surveys
- Lead Qualification
- Transcripts/Chat History
- Language Detection
- Pre-Configured Bot
- Lead Capture
- Code-free Development
- Natural Language Processing
- Multi-Language
- For Sales/Marketing
- Contextual Guidance
- Automated Responses
- Customer Support
- Chatbot
- Intent Recognition
- Sentiment Analysis
- Customer Experience Management
- Query Suggestions
- Transfers/Routing
- AI Copilot
- Canned Responses
- AI/Machine Learning
- Multi-Channel Communication
- Automated Routing
- Workflow Automation

**Additional Functionality**
- API
- Alerts/Notifications
- Call Transfer
- Data Import/Export
- Call Scripting
- Interaction Tracking
- Collaboration Tools
- Call Monitoring
- Customizable Reports
- Contact Management
- Activity Tracking
- Automatic Call Distribution
- Contact Database
- Chatbot
- Call Center Management
- Performance Management
- Call Tracking
- CRM
- Reporting & Statistics
- Quality Management
- Agent Interface
- Queue Management
- Customer History
- Voice Mail
- Monitoring
- Call List Management
- Chat/Messaging
- Workforce Management
- Campaign Management
- AI Copilot
- Email Management
- Caller ID
- Multi-Channel Communication
- Real-Time Monitoring

**Additional Functionality**
- Workflow Management
- Interaction Tracking
- Alerts/Notifications
- Single Sign On
- Self Service Portal
- Real-Time Analytics
- Customer Database
- Client Portal
- Inventory Management
- Tagging
- Configurable Workflow
- Customer History
- Surveys & Feedback
- Support Ticket Management
- Service Level Agreement (SLA) Management
- Widgets
- Search/Filter
- Chatbot
- Email Templates
- Activity Tracking
- Feedback Management
- Real-Time Data
- API
- Reporting/Analytics
- Event Triggered Actions
- Website Integration
- Help Desk Management
- Call Center Management
- Queue Management
- SSL Security
- Social Media Integration
- CRM
- Chat/Messaging
- Live Chat
- AI Copilot
- Customizable Reports
- Email Management
- Customizable Branding
- Reporting & Statistics
- Real-Time Notifications
- Access Controls/Permissions
- Customizable Forms
- Customer Communication
- Activity Dashboard
- Third-Party Integrations
- Customizable Fields
- Multi-Channel Communication
- Application Management
- Communication Management
- Role-Based Permissions

**Additional Functionality**
- Chat/Messaging
- Multi-Channel Communication
- Customer History
- Alerts/Notifications
- Real-Time Analytics
- Phone Key Input
- Call Logging
- Customizable Reports
- Real-Time Data
- AI Copilot
- CRM
- Reporting & Statistics
- Activity Tracking
- Live Chat
- Call Scripting
- Contact Database
- Voice Mail
- Voice Customization
- API
- Call Tracking
- SMS Messaging
- Callback Scheduling
- Caller ID
- Predictive Dialer
- Surveys & Feedback
- Auto-Dialer
- Pre-recorded Messages
- Real-Time Notifications
- Multiple Scripts
- Interaction Tracking
- Call Disposition

**Generative AI**
- AI Text Summarization

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Call Routing
- Generative AI

**Customer Interaction Automation - AI Customer Support Agents**
- Proactive Customer Outreach
- Feedback Collection
- Escalation Handling
- Workflow Optimization

**Compatibility - AI Voice Assistants**
- Cross platform compatibility

**Agentic AI - Customer Self-Service**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Agentic AI - Auto Dialer**
- Autonomous Task Execution
- Cross-system Integration
- Third-Party Integrations
- Computer Telephony Integration

**Agentic AI - Conversation Intelligence**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making
- Third-Party Integrations
- Forecasting

**Additional Functionality**
- Performance Metrics
- Keyword Filtering
- Natural Language Processing
- For Contact Centers
- Reporting & Statistics
- Call Tracking
- Alerts/Notifications
- AI Copilot
- Automatic Transcription
- Playbooks
- Employee Coaching Tools
- Text Mining
- Trend/Problem Indicators
- Notes Management
- Retention Tracking
- Feedback Management
- Recommendations
- Dashboard
- Multi-Channel Communication
- Access Controls/Permissions
- Compliance Tracking
- API
- Rules-Based Workflow
- Intent Recognition
- Tagging
- Collaboration Tools
- Prioritization

**Additional Functionality**
- Customer Journey Mapping
- Employee Coaching Tools
- Queue Management
- Sentiment Analysis
- Call Monitoring
- Quality Management
- Customer Surveys
- Agent Interface
- Knowledge Base Management
- Collaboration Tools
- Leaderboards
- Employee Reward Programs
- Workforce Management
- Reporting/Analytics
- Customer Experience Management
- Predictive Dialer
- Video Conferencing
- Multi-Channel Communication
- KPI Monitoring
- AI Copilot
- Feedback Management
- IVR
- Contact Management
- Multiple Scoring Models
- Real-Time Updates
- Interaction Tracking
- Call Recording
- AI/Machine Learning
- Screen Recording
- Workflow Automation

**AI Capabilities - Auto Dialer**
- Call Prioritization and List Optimization
- Compliance Monitoring
- Speech Analytics and Sentiment Analysis
- Call Monitoring
- Real-Time Monitoring
- Reporting/Analytics
- Text to Speech

**Additional Functionality**
- AI Copilot
- Activity Tracking
- Call Routing
- Call Scripting
- Contact Management
- Power Dialer
- Preview Dialer
- Auto-Dialer
- Call Tracking
- Real-Time Reporting
- Customer Database
- Lead Management
- Predictive Dialer
- Call Center Management
- Integrations Management
- Activity Dashboard
- Automatic Call Distribution
- Campaign Management
- Generative AI
- Interaction Tracking
- Caller ID
- Call Transfer
- Call Disposition
- Voice Mail
- Chat/Messaging
- Automatic Outbound Dialer
- Call Reporting
- API
- Contact Database
- Lead Capture
- CRM
- Call List Management
- Progressive Dialer
- Campaign Specific Caller ID
- List Management
- Customizable Fields
- AI/Machine Learning
- Reporting & Statistics
- Multi-Channel Communication
- Alerts/Notifications
- Multi-Campaign
- Workflow Management
- Call Logging
- Lead Distribution
- Queue Management
- Inbound Call Center
- For Sales Teams/Organizations
- Data Security
- Outbound Call Center
- Performance Management
- Compliance Management
- Mobile Access
- Email Management

**Automation**
- Customer Interaction Automation
- Feedback Collection
- Document Processing

**Autonomy**
- Independent Decision Making
- Adaptive Responses
- Task Execution
- Problem Solving

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