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TalkDesk pros and cons

Vendor: TalkDesk
4.2 out of 5
281 followers
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Pros & Cons summary

TalkDesk offers seamless integration with existing systems, enhancing efficiency through its stable call routing and sentiment analytics features while supporting platforms like Zendesk and Teams. Businesses find the setup straightforward and recognize significant returns on investment. However, there are limitations, including the need for automation to reduce manual tasks, improvements in dashboard customization, outbound campaign capabilities, and bulk SMS functionality. Delays in reporting are also noted concerns.

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Prominent pros & cons

PROS

TalkDesk enhances customer service with AI, integrating seamlessly with systems like Teams for efficient communication.
Sentiment analytics feature allows users to analyze tone, determining emotions such as anger or happiness.
TalkDesk Studio enables easy creation of outbound campaigns, providing valuable online support and collaboration features.
Call routing efficiency and stability for outbound calls are bolstered by integrations with platforms like Zendesk.
Utilizing add-ons such as Observe.AI, TalkDesk leverages metrics to analyze calls, benefiting long-duration projects.

CONS

TalkDesk must automate certain features to reduce manual tasks for agents.
TalkDesk lacks some features for outbound campaigns compared to competitors.
There is room for improvement in reporting customization within TalkDesk.
Users face issues with bulk SMS functionality in TalkDesk.
TalkDesk's performance is affected in regions with slow internet speeds, like South Africa and Nigeria.
 

TalkDesk Pros review quotes

KR
Jun 7, 2024
TalkDesk enhanced customer service with AI.
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TANMAY AKHADE - PeerSpot reviewer
May 23, 2024
The solution is quite user-friendly.
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MM
Jun 13, 2024
With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it.
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Buyer's Guide
TalkDesk
April 2025
Free Report: TalkDesk Reviews and More
Learn what your peers think about TalkDesk. Get advice and tips from experienced pros sharing their opinions. Updated: April 2025.
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Leo Sanni - PeerSpot reviewer
Jun 12, 2024
The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system.
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Vítor Hugo Pacheco - PeerSpot reviewer
Jun 4, 2024
It is very simple to learn how to use TalkDesk.
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Yessy Lebreault - PeerSpot reviewer
Jul 15, 2024
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.
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MR
Jun 13, 2024
TalkDesk and their online support being very helpful. I collaborated with another resource who managed call routing, and my role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel.
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reviewer2697924 - PeerSpot reviewer
Apr 24, 2025
I believe it is a great return because our last solution did not have this strict relationship.
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Jenish P. - PeerSpot reviewer
Jul 12, 2024
The initial setup was straightforward.
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Calvince Okello - PeerSpot reviewer
Jul 8, 2024
The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly.
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TalkDesk Cons review quotes

KR
Jun 7, 2024
There is room for improvement in the flexibility of the dashboard and reporting customization.
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TANMAY AKHADE - PeerSpot reviewer
May 23, 2024
The product must automate certain features so the agents do not have to do things manually.
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MM
Jun 13, 2024
The drawback of the tool revolves around the fact that I see it is very slow when loading the pages.
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Buyer's Guide
TalkDesk
April 2025
Free Report: TalkDesk Reviews and More
Learn what your peers think about TalkDesk. Get advice and tips from experienced pros sharing their opinions. Updated: April 2025.
DOWNLOAD NOW
851,604 professionals have used our research since 2012.
Leo Sanni - PeerSpot reviewer
Jun 12, 2024
We faced issues with bulk SMS.
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Vítor Hugo Pacheco - PeerSpot reviewer
Jun 4, 2024
The solution lacks some features for outbound campaigns compared to other providers.
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Yessy Lebreault - PeerSpot reviewer
Jul 15, 2024
While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users.
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MR
Jun 13, 2024
One area for improvement in TalkDesk is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, for IVR applications, it lacks certain features like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products. I also faced challenge was with call logging, as the system didn't perform well in retrieving and playing back call audio during development, although this might have been due to our specific setup or data volume.
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reviewer2697924 - PeerSpot reviewer
Apr 24, 2025
There were two big issues, but in a general statement, it is a stable tool.
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Jenish P. - PeerSpot reviewer
Jul 12, 2024
One area of improvement is the customization options for cloud storage.
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Calvince Okello - PeerSpot reviewer
Jul 8, 2024
Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure.
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Product Categories

Product Categories
Contact Center Platforms
Contact Center as a Service (CCaaS)

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Product Categories

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Contact Center Platforms
Contact Center as a Service (CCaaS)

Popular Comparisons

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