TalkDesk Reviews

Name: TalkDesk
Brand: TalkDesk
Rating: 4.2 (12 reviews)

4.2 out of 5

12 reviews
100% willing to recommend

What is TalkDesk?

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

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TalkDesk is the #4 ranked solution in top Contact Center Platforms and #5 ranked solution in top Contact Center as a Service (CCaaS) solutions. PeerSpot users give TalkDesk an average rating of 8.4 out of 10. TalkDesk is most commonly compared to Genesys Cloud CX: TalkDesk vs Genesys Cloud CX. TalkDesk is popular among the large enterprise segment, accounting for 51% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 16% of all views.

Helped 865,384 peers since 2012

Featured TalkDesk reviews

Jenish P.

Infrastructure Architect at Bank of the Philippine Islands (BPI)

We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls The platform has improved our organization by enhancing the efficiency of our contact center operations. The business team's feedback indicates that customer satisfaction has…

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Vítor Hugo Pacheco

Head Of Telemarketing at Goldenergy

I like the simplicity of managing a flow, mostly inbound. It's the most powerful feature in TalkDesk. From the user's point of view, there's no need for a softphone or TIP phone. The solution is very seamless. We use AI with a custom solution outside of TalkDesk. It is very simple to learn how to use TalkDesk. If you are in a managing position, you have the academy. Within one or two days, you are trained to work as a system manager.

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TANMAY AKHADE

Technical Program Manager at WhiteHat Jr

The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation. The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%. Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.

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TalkDesk mindshare

Product category:

As of August 2025, the mindshare of TalkDesk in the Contact Center Platforms category stands at 4.0%, up from 2.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

PeerResearch reports based on TalkDesk reviews

Type	Title	Date
Category	Contact Center Platforms	Aug 20, 2025	Download
Product	Reviews, tips, and advice from real users	Aug 20, 2025	Download
Comparison	TalkDesk vs Amazon Connect	Aug 20, 2025	Download
Comparison	TalkDesk vs Five9	Aug 20, 2025	Download
Comparison	TalkDesk vs Genesys Cloud CX	Aug 20, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	19.1%	100%	12 interviews Add to research
Five9	4.3	15.8%	100%	24 interviews Add to research

Valuable Features

TalkDesk offers features like automatic call-routing, ease of use, and seamless integration with systems like Salesforce and Zendesk. Users benefit from generative AI, sentiment analytics, and efficient call management. Its ability to schedule calls, provide detailed reporting, and support customization with third-party apps is highly valued. TalkDesk Studio and Observe.AI aid in creating outbound campaigns and ensuring compliance. Integration capabilities and ease of access to call details from CRM enhance customer service.

"I believe it is a great return because our last solution did not have this strict relationship."
"With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information."
"The initial setup was straightforward."

Room for Improvement

TalkDesk has areas needing enhancement like automation, outbound campaign features, and dashboard flexibility. Users note sluggish performance, delayed reporting, and bulk SMS issues. Documentation for outbound campaigns is lacking. The graphical environment needs better icon placement. There are customization limitations in cloud storage and dialer features. Some report unsuitable default color schemes for seniors. The platform struggles with slow internet speeds and could improve direct on-call support.

"There were two big issues, but in a general statement, it is a stable tool."
"While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users."
"One area of improvement is the customization options for cloud storage."

ROI

Users experienced a return on investment with TalkDesk, although it took time to materialize. The transition from on-premise platforms to cloud-based solutions brought notable improvements. Automation increased productivity by reducing manual tasks for agents, while intelligent analytics enhanced business efficiency and decision-making. TalkDesk's user-friendly interface, integrating various applications, facilitated streamlined operations. Although multiple contact center options exist, users appreciated TalkDesk's performance and positive impact on workforce response times.

Pricing

TalkDesk pricing varies based on feature sets and business needs. Enterprise plans start at $65 per seat monthly, offering advanced analytics, reporting, and integrations. Users report that TalkDesk provides competitive pricing, especially for larger teams requiring scalable solutions. Custom quotes and flexible pricing options are available for businesses with specific needs, ensuring tailored solutions.

"TalkDesk's pricing is with the investment."
"If we need less number of licenses, the pricing will be high."

Popular Use Cases

Companies utilize TalkDesk primarily for managing inbound and outbound calls, enhancing customer experience, and improving operational efficiency. They implement it for contact centers, call routing, IVR applications, and quality management. Organizations also benefit from its integration with AI, SMS, NLP, and automation tools. It supports telephony systems, connects with agents, and handles payments. As a CCaaS environment, it facilitates business efficiency and productivity for diverse sectors, including nonprofits and insurance companies.

Service and Support

TalkDesk customer service receives praise for responsive and professional technical support, though some users report delayed responses and long wait times. The team is rated highly for politeness and professionalism, with users often contacting them easily and receiving helpful assistance. Flexible support plans are available, including dedicated support options for an additional cost. Some users manage issues independently, and while many appreciate prompt interactions, others desire faster reply times.

Deployment

TalkDesk's initial setup is generally seamless, with ease of deployment noted across different phases. Most find it user-friendly and fast, although some highlight challenges like creating separate applications for different environments. Implementation can be swift, depending on complexity and customer needs, ranging from days to weeks. A consultative approach involving consultants and stakeholders is common, while cloud-based features minimize maintenance burdens. However, setup duration varies, with some experiencing a longer process.

Scalability

Users rate TalkDesk's scalability highly, emphasizing easy adaptation to varying user counts. They note that TalkDesk handles growing demands smoothly and efficiently, supporting diverse organizational sizes. The cloud-based nature of TalkDesk facilitates seamless scaling, allowing quick user additions and flexible expansions. Multiple organizations highlight the ease of increasing their agent numbers, considering TalkDesk superior in comparison to other platforms. It appears reliable in handling both current and projected future user growth.

Stability

Many users find TalkDesk stable and reliable, experiencing rare outages and quick resolutions for issues. Stability ratings vary, with some users citing minor glitches and latency concerns. Some users reported automatic status changes during breaks. Geographical distribution and resilience receive positive mentions. Although some problems arose with external partners, these were resolved promptly. Despite some discrepancies in opinions, most users are satisfied with TalkDesk's overall performance.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our TalkDesk Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

16%

Retailer

Manufacturing Company

Energy/Utilities Company

Comms Service Provider

Non Profit

Healthcare Company

Financial Services Firm

Insurance Company

Performing Arts

University

Construction Company

Logistics Company

Non Tech Company

Outsourcing Company

Renewables & Environment Company

Legal Firm

Real Estate/Law Firm

Recreational Facilities/Services Company

Consumer Goods Company

Educational Organization

Security Firm

Government

Media Company

Transportation Company

Compare TalkDesk with alternative products

Learn more about TalkDesk

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.