What do you like best about Talkdesk?
I like that Talkdesk is innovative and isn’t afraid to keep moving the needle forward. We’ve seen tremendous efficiencies using Talkdesk. The UI is easy to use, and it offers several integrations.
Overall, performance is pretty good, but there have been a few months where they haven’t met SLAs. We’re on an older SKU of Talkdesk, but since then they’ve enhanced their AI and have continued rolling out improvements.
That pace has a bit of a downside, though: they roll things out so quickly that it can be hard to keep up with the changes. Still, I’m excited about the possibilities of what’s currently available and what’s coming next. When we do upgrade our SKU/contract and gain access to more of the newer features, I think there’s a lot of potential.
The only caveat is that with the new features, we have to weigh the cost, since I know it has increased significantly. Review collected by and hosted on G2.com.
What do you dislike about Talkdesk?
Currently, Talkdesk reporting is quite cumbersome and has limitations. For example, you can’t join different data sets together within Talkdesk. Because of this, we export all of our data out of Talkdesk into a third-party reporting tool. I have heard that Talkdesk is working to improve the reporting experience in the near future, but today it remains a constraint for us.
In addition, Talkdesk’s reporting and metric definitions are often more complex and less intuitive than they need to be. We have repeatedly uncovered nuances in how calls are classified or how metrics are calculated that materially affect our reporting. As a result, we’ve had to do significant internal validation, and it’s difficult to feel fully confident in the data without independently reconciling it.
They’ve also invested a lot of time in developing AI, but it has mainly been customer-facing. I think there’s an opportunity to build AI capabilities for backend Talkdesk users as well, and to incorporate that into the data and reporting experience.
Talkdesk continues to release capabilities we’re interested in, but the SKU structure can make adoption unnecessarily difficult. What seems like an incremental capability can trigger broader SKU and contract changes, creating cost and procurement barriers that make it harder to take advantage of Talkdesk’s innovation.
The pace of product changes and the way those changes are communicated, is also challenging. Weekly release notes are hard to keep up with, yet they often don’t provide enough context to understand the operational impact. We would value earlier notice, clearer impact assessments, and more actionable guidance about changes that affect our specific products and integrations.
Documentation exists, but it frequently lacks the clarity and practical detail needed to understand how a feature actually works in our environment. Even after reviewing the documentation, we often still have to involve our TAM* or test functionality ourselves. The TAM is an additional add-on cost that we pay for, but without it, we previously struggled with tier 1 support understanding our questions or answering them in a timely manner. Review collected by and hosted on G2.com.
