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TalkDesk pros and cons

Vendor: TalkDesk

4.2 out of 5

14 reviews
100% willing to recommend

Pros & Cons summary

TalkDesk enhances quality assurance scores and customer experience through sentiment analytics and efficient call routing with systems like Zendesk. TalkDesk Studio simplifies outbound campaigns, though fewer features exist compared to competitors. Despite improved CSAT scores, the platform requires automation to lower manual workloads, alongside addressing bulk SMS and call logging issues. Regions with slow internet report platform instability, impacting performance. Average handle time improvements highlight its effectiveness.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

TalkDesk has improved quality assurance scores and customer experience.

Sentiment analytics in TalkDesk allows analyzing the tone of conversations.

TalkDesk Studio facilitates creating outbound campaigns effectively.

Call routing and integration with systems like Zendesk enhance its efficiency.

TalkDesk has significantly reduced average handle time and increased CSAT scores.

CONS

TalkDesk requires automation for certain features to reduce manual tasks for agents.

Outbound campaigns have fewer features compared to other providers.

Bulk SMS functionality faces issues.

There are challenges with call logging, especially in retrieving and playing back call audio during development.

TalkDesk is unstable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya, due to poor internet infrastructure.

TalkDesk Pros review quotes

Technical Program Manager at WhiteHat Jr

May 23, 2024

The solution is quite user-friendly.

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Vítor Hugo Pacheco

Head Of Telemarketing at Goldenergy

Jun 4, 2024

It is very simple to learn how to use TalkDesk.

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KR

Solutions Architect at B2B

Jun 7, 2024

TalkDesk enhanced customer service with AI.

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Agile Project Manager at World Vision Canada

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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MM

Developer at Ashley Furniture

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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MR

Mitchell Rivera

Software developer at Freelancer

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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I.T. Director at a computer software company with 201-500 employees

Jul 1, 2024

The most valuable feature of the solution is its ease of use.

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Calvince Okello

Customer Success Lead at Power Financial Wellness, Inc

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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Infrastructure Architect at Bank of the Philippine Islands (BPI)

Jul 12, 2024

The initial setup was straightforward.

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Yessy Lebreault

Floor Supervisor at Xploy Solutions

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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Show 3 more reviews (out of 13)

TalkDesk Cons review quotes

Technical Program Manager at WhiteHat Jr

May 23, 2024

The product must automate certain features so the agents do not have to do things manually.

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Vítor Hugo Pacheco

Head Of Telemarketing at Goldenergy

Jun 4, 2024

The solution lacks some features for outbound campaigns compared to other providers.

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KR

Solutions Architect at B2B

Jun 7, 2024

There is room for improvement in the flexibility of the dashboard and reporting customization.

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Free Report: TalkDesk Reviews and More

Learn what your peers think about TalkDesk. Get advice and tips from experienced pros sharing their opinions. Updated: February 2026.

884,873 professionals have used our research since 2012.

Agile Project Manager at World Vision Canada

Jun 12, 2024

We faced issues with bulk SMS.

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MM

Developer at Ashley Furniture

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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MR

Mitchell Rivera

Software developer at Freelancer

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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I.T. Director at a computer software company with 201-500 employees

Jul 1, 2024

The solution's reporting feature is sometimes delayed and could be improved.

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Calvince Okello

Customer Success Lead at Power Financial Wellness, Inc

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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Infrastructure Architect at Bank of the Philippine Islands (BPI)

Jul 12, 2024

One area of improvement is the customization options for cloud storage.

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Yessy Lebreault

Floor Supervisor at Xploy Solutions

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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Show 3 more reviews (out of 13)

Product Categories

Product Categories

Contact Center Platforms

Contact Center as a Service (CCaaS)

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Product Categories

Product Categories

Contact Center Platforms

Contact Center as a Service (CCaaS)

Popular Comparisons

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