Talkdesk Reviews & Product Details

Talkdesk provides a customer experience platform that helps organizations operate a human-AI hybrid workforce across service, sales, and support. The platform includes enterprise-grade Contact Center as a Service (CCaaS) to support the human workforce and Customer Experience Automation (CXA) to build and manage the AI workforce and orchestrate work across both. CXA can work with Talkdesk CCaaS or an existing third-party contact center. CXA uses agentic AI and multi-agent orchestration to automate and coordinate how customer needs are resolved. Agentic AI can reason through goals, use tools and enterprise systems, take action, and execute multi-step work, while orchestration coordinates specialized AI agents and human workflows, including decisions, escalations, and handoffs. AI agents can complete work such as processing a claim, updating a billing record, scheduling an appointment, or resolving a service case rather than only answering questions or routing interactions. Talkdesk Data Cloud provides unified, real-time context from customer interactions, enterprise systems, and knowledge sources. Built-in guardrails and governance help organizations control how AI operates as automation scales. Talkdesk CCaaS and CXA both support omnichannel customer interactions across voice and digital channels. Talkdesk CCaaS provides capabilities for the human workforce, including omnichannel routing, workforce engagement management, real-time agent guidance, employee collaboration, and customer experience analytics. CXA orchestrates work across the human-AI workforce, coordinating human agents, AI agents, data, knowledge, workflows, enterprise systems, and governance to move customer needs toward resolution while preserving context across channels and handoffs. *Key capabilities include: -Agentic end-to-end automation: Automate customer interactions and the underlying work required to resolve them across front- and back-office systems, using agentic AI that can reason, act, and complete work rather than simply respond or assist. -Human-AI and multi-agent orchestration: Coordinate specialized AI agents, human employees, data, knowledge, workflows, and enterprise systems as work moves through complex customer journeys with intelligent decisions, escalations, and handoffs, while maintaining the context required for resolution. -Continuous automation lifecycle: Analyze previous customer interactions and performance data to discover high-impact automation opportunities, build and customize agentic AI agents using natural language, test them before they engage customers, orchestrate them in production, and continuously monitor and optimize performance and outcomes. -Industry-aware data and automation: Connect industry-specific systems and data sources with purpose-built AI agents, workflows, integrations, and preconfigured use cases, giving humans and AI relevant industry context and knowledge to address customer journeys and operational requirements across more than 12 industries. -Unified data, knowledge, and governance: Use Talkdesk Data Cloud to unify customer interactions, enterprise data, knowledge, and systems of record, providing real-time context for AI agents, human employees, and workflows. Apply guardrails, permissions, monitoring, and governance to help improve accuracy, consistency, decision-making, and control as automation scales. 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.

Seller

Talkdesk

Discussions

Talkdesk Community

Languages Supported

German, English, French, Italian, Portuguese, Spanish

Solution Type

All-in-One

Used by Canon Managed Print Services and 10 others

Beta

Pricing

Pricing provided by Talkdesk.

Talkdesk Express™ | United States & Canada Small Business Exclusive

Free

25 Licenses Free to Start

View More Pricing Information

Talkdesk Integrations

(54)

Verified by Talkdesk

Show More Integrations

Verified User in Legal Services

Small-Business (50 or fewer emp.)

7/29/2026

"Friendly, Easy-to-Use Interface with Helpful Performance Tracking Tools"

4.5/5

What do you like best about Talkdesk?

I like the interface; it’s friendly and easy to use. There are many tools to check your performance over time, including past results, which is very helpful for double-checking our work. Overall, the app works fine, with only a few minor bugs. It’s a good app. Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

Sometimes it takes a bit too long to connect, and the app doesn’t always show our availability status very accurately. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

We're glad to hear that you find our interface friendly and easy to use, and that the performance tracking tools are helpful for you! We appreciate your feedback and will take note of these areas for improvement. Thanks for taking the time to leave a review!

Verified User in Banking

Small-Business (50 or fewer emp.)

8/12/2026

"Talkdesk Transcription and Reporting Keep Me on Track"

5/5

What do you like best about Talkdesk?

I like that Talkdesk transcribes calls and offers a lot of useful reporting tools that help me track my progress and stay focused on my monthly goals. Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

I would say the only thing that isn’t helpful is when calls come in from unknown numbers. If possible, I’d like more information provided about the caller. I’d also like the automated system to limit the amount of time it takes for members to reach us. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

Thank you for sharing your positive experience with Talkdesk's transcription and reporting features! We're thrilled to hear that these tools are helping you track progress and stay focused on your goals.

We appreciate your feedback regarding calls from unknown numbers and the automated system's efficiency. We'll share this feedback with the product team.

If you have any further suggestions or encounter any issues, please feel free to reach out to our support team. We're here to assist you and ensure you have a seamless experience with Talkdesk. Thank you for taking the time to leave a review! It means so much to us.

Verified User

Mid-Market (51-1000 emp.)

7/9/2026

"Seamless Communication and Integration with AI Assistance"

4.5/5

What do you like best about Talkdesk?

I use Talkdesk at CCG and find it an easy tool to use that's not overly complicated. I appreciate that it has many add-ons, so we don't have to use multiple platforms to complete tasks. I love the new AI notation system that integrates with Zendesk; it's extremely helpful in summarizing our calls and texts, which saves time. The initial setup was extremely easy, with training and downloading only taking a few minutes. Additionally, it makes sharing our schedules with management simpler and allows us to live text/chat with customers, so we answer their questions faster. Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

It frequently needs to be updated, and sometimes has technical issues, but it is not common. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

We're thrilled to hear that you find Talkdesk easy to use and that it has streamlined your tasks with its add-ons and AI integration. We understand the importance of seamless communication and are glad to hear that it has benefited your team's performance. Thank you so much for taking the time to leave a review!

Jadon E.

Tech Service Agent

Enterprise (> 1000 emp.)

8/3/2026

"Fast, Convenient Customer Texting That Speeds Up Communication"

5/5

What do you like best about Talkdesk?

The feature of texting people which allows me to get info back and forth between customers quicker. Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

Glitches on app will sometimes not allow me to take a call Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

It's great to hear that Talkdesk is helping you keep track of everyone's statuses and improving your ability to collaborate with available managers! Thank you for taking the time to leave a review!

Ellie N.

Mid-Market (51-1000 emp.)

8/31/2026

"Effortless AI-Driven Workflow Enhancements"

5/5

What do you like best about Talkdesk?

Talkdesk accurately detects customer intent and sentiment for smarter routing and escalation. The setup was quick, making it easier to get started. Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

This platform could improve on strengthening real-time knowledge retrieval to ensure responses always reflect the latest business information. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

We're glad to hear that you found Talkdesk's setup quick and that it accurately detects customer intent and sentiment for smarter routing and escalation. Thank you for taking the time to leave a review!

Verified User in Consumer Services

Mid-Market (51-1000 emp.)

7/7/2026

"Metrics, AI, and Macros That Empower Support"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

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.

David M.

Customer service agent

Small-Business (50 or fewer emp.)

7/28/2026

Guest users or non-business users of the software, not included in G2 scores.

"Good visibility of calls, but connection bugs to fix"

3/5

What do you like best about Talkdesk?

The vision on the team's calls and transfers Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

Connection bugs, sometimes the status automatically changes to "away" or "offline", sometimes I don't hear the calls. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

Thank you for sharing your feedback with us! We're glad to hear that you appreciate the visibility of calls and transfers. We apologize for any connection issues you've experienced and are actively working to resolve these issues to improve your experience. Thank you for taking the time to leave a review.

Brian R.

Tech Support engineer tier II

Enterprise (> 1000 emp.)

8/4/2026

"Great for Customer Chats ."

4/5

What do you like best about Talkdesk?

I use it mostly for chat services with customers. Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

Templates for chat.. it use to got to list but not you have to click extra step. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

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!

Verified User in Consumer Services

Mid-Market (51-1000 emp.)

7/14/2026

"Great Transcription, but the Layout Needs to Be More Intuitive"

3.5/5

What do you like best about Talkdesk?

I like the transcription feature. It helps catch information I may have missed from the customer. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

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

Mallory L.

Mid-Market (51-1000 emp.)

8/21/2026

"Effortless Automation for Post-Call Activities"

5/5

What do you like best about Talkdesk?

I like that Talkdesk can automatically summarize conversations and update customer records, which helps streamline post-call activity. The initial setup was quick, making it easy to get started with the platform. Review collected by and hosted on G2.com.

What do you dislike about Talkdesk?

I think that Talkdesk could improve by offering more customizable AI personalities and conversation styles to match different brands. Review collected by and hosted on G2.com.

Response from Aunalisa Arellano of Talkdesk

edit

We're glad to hear that you find our post-call automation features helpful and that the initial setup was quick for you. We appreciate your feedback about wanting more customizable AI personalities and conversation styles, and we'll definitely take that into consideration for future improvements. Thank you for taking the time to leave a review!