TalkDesk Reviews

My main use case for TalkDesk is to evaluate calls and communicate feedback to employees regarding their performance. I also use it to track agent productivity and their status. TalkDesk helps us address productivity issues. We have a live view of everything and can address it simultaneously. I can also track performance feedback through the evaluation forms.

In addition to that, I also use TalkDesk to track customer interaction and satisfaction and to report on the business performance.

A specific example of how I use TalkDesk to communicate feedback or track productivity is that it serves as our main telephone system. We eliminated Cisco, which was much more expensive compared to TalkDesk. It is our main telephone system for our inbound contact center that handles technical support for our organization. I was looking for a flexible and cost-effective platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which TalkDesk provided. In the future, I am looking to layer in AI components such as autonomous agents and automated QA, and I am currently exploring this option.

The best features that TalkDesk offers include live tracking of agent productivity, reporting of agent evaluations, and text analyzing calls agents have taken.

Out of the features such as live tracking, agent evaluation reporting, and text analysis of calls, all the features that I mentioned are great, as well as the enabled AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.

I also love the user interface of TalkDesk. It is very easy to customize and navigate, and also very user-friendly. This makes TalkDesk one of the easiest tools to use. Additionally, the customer support has been very proactive and responsive 24/7. They help all the new users or generally anyone who has a question about TalkDesk, and they are able to resolve any issue on time.

TalkDesk can be improved by providing real-time alerts into Slack or email besides the new tool within Live, which requires the dashboard to be opened. Also, I have had an issue with the accuracy of invoices that I think are fixed, but then tend to reappear. Additionally, the reporting can take a long time to load.

TalkDesk can have room for improvement if I could join Academy from the comfort of my home or while working remotely. That would be great.

It could be better if TalkDesk could notify whenever I need to aux.

I have been using TalkDesk for the past six to seven years.

TalkDesk is very stable; I have not experienced any lagging or downtime. So far, everything has been performing well.

TalkDesk's scalability is great for business as it is very scalable.

The customer support is very proactive and helpful 24/7. They have been really good, especially when I have an issue and I reach out to them; they are quick to respond and have a solution for me.

Before, I was using a tool called Ring.

TalkDesk is deployed in my organization using a hybrid cloud.

I purchased TalkDesk through the AWS Marketplace.

I have seen a return on investment as efficiency increased when I did not have as many programs open at once, recording got better in conversations, and tracking became better in conversation.

According to my experience and my organization's use, TalkDesk has been very cost-effective and affordable. Also, the setup has been very seamless and easy, especially when the user is able to go through the smooth learning curve. The support guides them through, and the setup becomes very easy and seamless.

Before choosing TalkDesk, I evaluated other options including HubSpot CRM.

Efficiency has increased since TalkDesk was implemented. Call volume is balanced and employees are more productive. Call abandonment rates have been reduced dramatically. It is also very easy to use and very straightforward.

TalkDesk has positively impacted my organization because it has been very helpful since I started using this tool; it has increased quality assurance scores, improved customer experience and trust in pilot reviews, improved training material, improved call handling time, and increased quality evaluation.

My advice for others looking into using TalkDesk is that it is very good for medium to large organizations that need customer ability and many features. It is also one of the best tools for customer satisfaction and call centers. TalkDesk is very cost-effective and very easy to use.

TalkDesk is very user-friendly and easy to navigate. Call dispositioning has been streamlined very well to accommodate CRM profiles. Call alerts are very useful and efficient, which helps us avoid any missed calls or interactions. Call evaluation data has been stored accurately and updates in real-time, also providing access to quality evaluation data.

I would rate TalkDesk an eight out of ten according to my user experience.

Our team uses TalkDesk as our telephony system for our inbound contact center that handles technical support for our organization, where we were looking for a flexible platform that allowed us to seamlessly build a multi-tenant instance that worked for all of our various teams and clients, which TalkDesk provides.

TalkDesk allows our team to speak with our clients and customers effectively and seamlessly, and this is best used by our support staff to ensure our business needs are being addressed in a timely manner.

All the features that I have mentioned make the biggest difference for our team, providing an intuitive interface allowing for easy navigation and customization options tailored to our collaboration needs.

TalkDesk has been really helpful in my organization as this tool has reduced average AHT from four minutes to two minutes, CSAT increased over thirty percent, and our QM team evaluates calls twenty percent faster.

Most of the changes that made it possible to reduce average AHT and increase CSAT are low-code or no-code, which lets us maneuver quickly when we need to implement changes or new features.

The call update is not always accurate, and we can only see the actual number of calls we made the following day, so this should be improved.

Positive

The advice I would give to others looking into using TalkDesk is that it is suited in every scenario, and the best part I love about TalkDesk is that it displays the customer information immediately, the moment a call comes in.

I have given this product an overall rating of nine out of ten.

We mainly use TalkDesk for inbound calls, dialers, SMS, and other digital solutions. We also use it for quality management and recording solutions.

TalkDesk has good integration capability apart from the default products and excellent customization capabilities. You can integrate with products available in the TalkDesk app store, including ServiceNow, Salesforce, and multiple other products. Additionally, if APIs are available, you can custom integrate with third-party applications that are not in the list, which is a significant advantage.

It helps tremendously because with our CRM we can access all call details, interaction details, and recordings. All information is available for each case. We don't need to open TalkDesk separately to check recordings, date-time, or other metadata. Instead, we can directly get all details from the CRM itself. There are additional features where information can pop up through a browser, so agents don't need to search based on who is calling. They can directly view the customer profile without going back and forth.

For startups, TalkDesk is a good solution because it offers basic functionality without too many customizable options, such as the dialer. It has a basic dialer and agentless dialer, but customization options are limited. There aren't many options for different schedules, list management, and complex features compared to other products. However, it works well for startups and companies seeking a reliable industry solution with minimal downtime.

The dialer functionality could be improved as it only offers basic features for agentless and predictive or automated dialing.

TalkDesk technical support is good, but they could improve their on-call support. Currently, support is mainly handled through ticket submission with email responses. While calling options exist, they prefer to communicate via email rather than providing direct call support as some other products do.

We have been using TalkDesk for around three years.

Implementation is much better with cloud products compared to on-premises solutions. Instance enablement takes less than a day to configure and start using. The only potential challenge might be obtaining phone numbers depending on the regions. Bringing up an instance is much faster compared to on-premises solutions, which is consistent with most cloud solutions.

Every product has its own advantages and disadvantages. Genesis is a top player but has limited default reports and dashboards with minimal customization options. Nice has good recording solutions. TalkDesk stands out with its user-friendly UI compared to other industry-leading products. It is well-organized, except for the studio flows which can feel somewhat disorganized. They introduced modules in studio flow a few years ago, but the interface for studio creation could still be more user-friendly.

There is definitely some ROI, but as a telephone engineer, we do not calculate business improvements or related metrics.

Organizations should consider TalkDesk based on their specific needs, whether they are startups or large organizations. For manual dialing, inbound calls, and basic AI integration capabilities, TalkDesk is suitable. However, for advanced AI capabilities and chatbots, other solutions such as yellow.ai might be more appropriate. TalkDesk is particularly good for basic inbound and outbound capabilities.

We tested AI features in TalkDesk such as Copilot and auto-translate, though we didn't extensively use them. These are valuable features as TalkDesk and other products are incorporating AI capabilities. The system can auto-translate calls and highlight repeated words based on customer scenarios, making it easier to identify contact reasons in specific industries such as hospitality.

TalkDesk is efficient and user-friendly for both small and large businesses. It excels in AI capabilities, inbound calls, standard outbound calls, quality management, and interaction analysis. The system allows for storing and checking real-time data, and with capable developers, customization of live monitoring and historical data analysis is possible through backend integration.

The voice functionality in TalkDesk is particularly strong and easy to train. The Studio flow allows for automation and UI customization for both agents and admins. Integration is straightforward, and agents can efficiently manage cases with automated data population and AI-powered interaction summaries.

On a rating scale, TalkDesk deserves an 8 out of 10 as it offers comprehensive functionality and continues to improve.

The solution is currently hosted on AWS and Azure, depending on the region, with most servers hosted on AWS. Customers do not have direct access to their servers but interact through the interface.

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 improved, and the customer journey lifecycle has seen positive impacts.

The product's most valuable features are the campaigns and call routing. The ability to define call attributes and route calls accordingly, along with the integration with Salesforce, ensures that customers can talk to the same agent familiar with their account, greatly enhancing customer service.

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

I have been using TalkDesk for almost two years.

The product is stable. However, we faced issues with a carrier partnered with TalkDesk, which affected our trunk line. This was resolved in a few hours and was not due to the platform directly.

The product is scalable. 

The technical support services are excellent. 

Positive

The initial setup was straightforward.

We evaluated other options, including vendors like Twilio and Cisco, before selecting TalkDesk.

TalkDesk is a robust and efficient tool for modernizing communication systems. It has a slight learning curve for administrators but offers significant benefits regarding flexibility and integration capabilities.

I rate it an eight. 

The main purpose of implementing a solution like TalkDesk, specifically a CCaaS environment with the latest technologies, was to enhance the customer experience. That's one of the major focus.

We also focus on how this platform can help us achieve ROI and business improvements, as well as improve operational efficiency through automation. With the recent introduction of AI, we have seen a significant increase in productivity and efficiency for users, agents, and operations. 

Innovations in every aspect of contact center platforms are rapidly increasing, which greatly benefits the business. In summary, our focus areas are operational efficiency, agent productivity, business efficiency, and business improvement. These were the key factors we were looking for in a solution, and TalkDesk delivered.

Additionally, we are a managed service provider. So not only do we use this product, but we are also a channel partner for TalkDesk, reselling this solution to our customers and clients who have similar goals and requirements.

TalkDesk enhanced customer service with AI. There are three different sections where TalkDesk focuses on AI's ability to enhance solution productivity. 

1. Agent Efficiency:

One area is agent efficiency. They are enhancing this by integrating with large language models and generative AI.

• Integration with Large Language Models (LLMs) and Generative AI:

For example, one use case is the integration with knowledge management. Let's suppose a company has an in-house knowledge management solution. The TalkDesk platform can easily integrate with this solution and train on the local data. But not only with the local data, with the integration into different channels, they can even enhance the data training into the knowledge management resources.

So, a customer is looking for a specific input when calling an agent. With the help of interaction analysis, the platform captures everything the customer is saying in real-time. Based on the customer's input, TalkDesk, with its integrations into the LLM and generative AI, can bring out the information right in front of the agent so they can easily communicate back to the customer. This allows the agent to provide the right information at the right time.

• Automated After-Call Summaries:

Another use case is the after-call work summary. Earlier, this was done manually, but now, with generative AI, it summarizes the conversations, including action points, and provides a snapshot of the summarized conversation right in front of the system right after the call. This enhances agent productivity because they no longer have to spend time updating everything manually. It's all automated, including updating the customer relationship management system (CRM).

2. Operational Efficiency:

The second area is operational efficiency. With complete interaction analysis, TalkDesk can provide insights into the business, like:

• How agents are performing!
• What they are talking to customers about!
• What the customer is looking for, and product trends! 

This deep insight allows the business to make the right decisions at the right time.

3. Sentiment Analysis:

The third area is sentiment analysis, where AI plays a major role. It can determine whether a customer is happy or not and how the conversation is going. If a customer isn't happy with the agent's response, the platform can help channel the right agents with the relevant training to enhance their performance and better handle the customer.

These are the three major areas where AI implementation is focused, although there are other areas within the TalkDesk solution where AI is implemented.

There's room for improvement in dashboard customization. TalkDesk has a good set of dashboards, some custom dashboards available, and default out-of-the-box template dashboards. 

There are plenty of dashboards, probably more than twenty. You can do customization, but the level of customization you want to do varies with different customer requirements. 

Some customers may find it sufficient, while others may want more customization. So, there is room for improvement in the flexibility of the dashboard and reporting customization.

We were impressed with the way the features are bundled and how it works today. We haven't seen anything that we thought needed improvement except for the dashboard customization aspect. Otherwise, everything is okay.

I first used it in 2021. So, I have used it for 15 to 18 months. 

We haven't seen any performance issues. It is all good. The platform is geographically distributed around the world with about three to four data centers, so reliability and resiliency are not an issue. 

From the time we started working on TalkDesk and since it's been implemented in production, we haven't seen any major issues. There was only one minor glitch with the client agent, but it was very brief and didn't affect the business. All of our clients are really happy with it.

It is definitely a scalable solution. Not only TalkDesk, but all cloud contact center solutions today are CCaaS (Contact Center as a Service) and hosted in the cloud. Scalability is not an issue at all. You can scale up or downsize your agents easily without any issues.

TalkDesk adapted to the growing business demands:

Business growth and scalability will be different for different businesses. For example, some customers may initially onboard with 100 to 200 agents but have a projection of scaling up to 500 in the next 12 months. This is a commitment that starts from the beginning of the onboarding discussion with the vendor.

We have seen a couple of customers who scaled rapidly in a short span of time. They initially onboarded 50 to 60 users but doubled their agent growth within the next six months, going from 60 to 120 or 150. This isn't an issue now because we don't have to wait for that scale to happen. It's seamless; we can raise a support ticket or engage with the account manager to let them know we want to double your growth and add more agents. It is all seamless. 

Technically, it's just a matter of time. They need to assign the license and onboard the new agents onto the platform. It's a one or two-day job.

The user experience and the ease of implementation are the main pros. 

For me, the dashboard customization is the only con. Otherwise, there are no disadvantages. Everything is possible. Even if there are no out-of-the-box solutions available, you can do some customization, and everything is possible. The team is more than happy to help and achieve what the business is really looking for.

The initial setup is straightforward. 

1. Implementation strategy:

The implementation strategy usually starts with the customer clearly defining their requirements and what they want to achieve. Their business capabilities should be clear and concise because that will be the input for TalkDesk. 

From there, it starts as a consultative approach. When you have the inputs ready, you will be engaged with a TalkDesk consultant, and there will be routine calls with all the stakeholders involved. It will go hand-in-hand. There will be a designated project manager. 

The customer's requirements are explained, and the consultant will provide input and recommendations, including enhancements and best practices.

Once everyone agrees on the high-level design, it's signed off, and the implementation starts. TalkDesk will configure and deploy the solution, followed by sandbox testing involving engineering resources from the customer side. Once everyone is happy with the results, it's signed off and moved into production.

2. Deployment time: 

It depends customer to customer, on the complexity of the solution. Some solutions will be very straightforward, pretty much out of the box. If you have the input ready and the design secured, it's a matter of a week to implement everything, test, and deploy.

However, when customers have complicated requirements that require custom integrations, it takes longer. This involves different elements and modules, so it would take up to three to four weeks.

3. Maintenance: 

It is one of the major advantages of moving from a legacy solution to a cloud solution. You don't have to have any resources to maintain it. You are just the user. All the solutions are on the cloud and completely managed by Talkdesk. Because this is a contact center as a service, we use the service, but we don't maintain anything. So, in that aspect, there are no burdens or overheads from the customer side to maintain it. It's straightforward; if there are any issues, they raise a support ticket with Talkdesk's support team, and they'll get back to you as soon as possible. The support is good as well.

First, many legacy contact center platforms are on-premise based. They have a lot of on-premise infrastructure and cost elements that consume resources to manage and operate. 

That's one of the commercial debts because it's always eating up resources and the commercial element, particularly in maintaining the on-premise infrastructure.

• Increased productivity: Compared to cloud solutions today, there's a vast difference in features and functionalities. The new solutions can bring a lot of productivity, which is a return on investment you can count on.

For example, contact center agents usually take about ten minutes after each call to summarize and document their conversation with the customer. This was a manual process, but with new cloud solutions, it's automated. The interaction analysis elements of the new platform constantly analyze all communications and are intelligent enough to summarize those conversations, helping agents keep a brief summary right in front of their workspace. These elements increase agent productivity drastically.

• Resource management: Another major benefit is the elimination of managing on-premise resources, both hardware and the people needed to maintain them. This is completely eliminated when moving from legacy solutions to cloud contact center solutions.

• Business Efficiency: The third major thing is how you can improve business efficiency. There are a lot of automation in place now where all communications are transcribed or listened to intelligently. With new technologies in cloud contact center platforms, you get an analytical dashboard in front of your computer for every single communication between the customer and the agent. This provides the business management team with insights into where they need to enhance the business, whether it's positive or negative, in order to improve agent efficiency and operational efficiency or address customer needs and enhance their experience. These analytics give them decision-making power.

Stand-out features:

This isn't unique to TalkDesk, as there are multiple contact center solutions available in the market. However, TalkDesk has a user-friendly interface, especially the workspace that the agent uses. It's a single workspace where they can see all the applications integrated through the OpenAPI, eliminating the need to open multiple applications. 

They don't have to waste their time. They have a single view of all the data, whether it's from the CRM or the knowledge management resource. This is one of the positive advantages. Although other platforms have this, TalkDesk is one of the most user-friendly interfaces.

Overall, I would rate the solution an eight out of ten. 

I use TalkDesk for inbound and outbound calls, managing the IVR, making executive campaigns, and quality management.

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.

The solution lacks some features for outbound campaigns compared to other providers. For example, managing the list in real time and providing scripts for the agents.

I have been using it since 2019. 

We had some issues over the last five years, maybe two or three main problems, but they were solved quickly.  Overall, it's a stable solution.

There are over 200 end users using this solution. Our business is growing, so we'll need to keep growing our customer support and sales channels. So, probably in the next year, we'll reach 300 users and expand our usage.

We changed our previous solution to TalkDesk in about two months. Avaya. It was a physical solution. We needed to change because there were some changes in the company, and Avaya Central belonged to one of the companies that left our group. 

Anyway, it was an old solution. It didn't give us the flexibility we needed to make changes to our IVR. It was all one code, so we needed to ask our IT department to change it. It was very outdated compared to what was already on the market in 2019.

The initial setup was easy. We were able to do it in two months.

We had a return on investment with TalkDesk, but it took a little longer than it should have. There were no setup costs, but over time, it paid for itself.

We looked at GoContact, a cloud-based solution from Avaya, and another solution that was very well-known in the market.

Be sure that it meets all your needs. It works very smoothly and well for inbound campaigns but not outbound. It has room for improvement there. And be sure of the cost or the business plan because you can find cheaper solutions on the market. It's not a cheap solution.

Overall, I would rate the solution an eight out of ten.

We use the solution for calling purposes. We share our contact number on our website and marketing emails. If customers have a query about any product and would like to call the sales representatives or other representatives in the company, they can contact us through the number. Customers are automatically routed to the concerned department when they dial the number.

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.

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

I have been using the solution for two and a half years.

I haven’t faced any stability issues. It has been a very reliable product. There has rarely been an outage in the past two and a half years. If there are planned outages, the team usually notifies us beforehand and informs us about their impact.

I rate the product’s scalability an eight or nine out of ten. We have around 230 users, but it varies by 20% depending on the hiring.

The support team responds within the agreed-upon SLAs. I rate the support team an eight or nine out of ten.

Positive

The tool is cloud-based. We have our own account, which is maintained by TalkDesk’s team. The customer account representatives maintain all the billing and reminders. The deployment is user-friendly. The time required for deployment depends on the customers’ requirements. According to the requirements we receive, we can deploy the tool in two to three days.

If we need less number of licenses, the pricing will be high. If we need more licenses, the pricing usually reduces. It costs us $35 to $50 per license for 230 to 250 licenses. The prices go up as the quantity reduces.

Each feature is driven by the customers. The product serves all our use cases. I will recommend the product to others. Any organization that wants to get a tech stack and automate many things for their customers can use TalkDesk to handle the customers. The tool reduces TAT and improves efficiency. Overall, I rate the solution an eight out of ten.

Neutral

We use the solution for our contact center and as our telephony system.

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

The solution's reporting feature is sometimes delayed and could be improved. Sometimes, the reports don't update quickly enough, leading to backlogs.

I have been using TalkDesk for three years.

I rate the solution’s stability a nine out of ten.

Around 120 users use the solution in our organization.

We previously used a different tool and switched to TalkDesk because of its stability.

The solution's initial setup is very easy and fast.

TalkDesk's pricing is with the investment.

Before choosing TalkDesk, we evaluated other options like 8x8 and Mitel.

TalkDesk is a SaaS product. I would recommend the solution to other users. It is easy for a beginner to learn to use TalkDesk for the first time. TalkDesk is a very easy-to-use, powerful, and feature-rich solution.

Overall, I rate the solution a nine out of ten.

I use TalkDesk for IVR applications, specifically for collecting payments. The system prompts them to enter their account number, checks their balance, allows them to choose a payment amount, collects credit card information including number, expiration month, and year, and then processes the payment.

TalkDesk and their online support are very helpful. I collaborated with another resource who managed the call routing. 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.       

One area for improvement 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, it lacks certain features for applications like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products.

I have been using TalkDesk for three years.

I didn't encounter any stability issues with TalkDesk; it worked reliably and was easy to manage.

Based on its solid performance, I believe it would handle increasing users and data well. In our organization, approximately three thousand users and an additional thousand patients use TalkDesk.

TalkDesk's support is lacking, with long response times and delayed product feature timelines. 

We switched from Vonage due to cost issues.

Setting up TalkDesk initially wasn't difficult, but it could be improved. Typically, I'm used to creating one application that can adapt to different environments through parameters, ensuring it works consistently across different stages like development or production. However, with TalkDesk, I had to create separate applications for each environment, which required some manual adjustments, especially for API calls.

The product is worth the investment based on its performance.

Overall, I would rate TalkDesk a seven out of ten. 

My advice to others would be to expect some learning curves with the product but to give it time as it becomes easier to use once you get familiar with it.