TalkDesk Reviews

Name: TalkDesk
Brand: TalkDesk
Rating: 4.2 (11 reviews)

4.2 out of 5

11 reviews
100% willing to recommend

281 followers

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 53% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 18% of all views.

Helped 860,592 peers since 2012

Featured TalkDesk reviews

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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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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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 July 2025, the mindshare of TalkDesk in the Contact Center Platforms category stands at 3.8%, up from 2.5% 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	Jul 4, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 4, 2025	Download
Comparison	TalkDesk vs Amazon Connect	Jul 4, 2025	Download
Comparison	TalkDesk vs Five9	Jul 4, 2025	Download
Comparison	TalkDesk vs Genesys Cloud CX	Jul 4, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	19.1%	100%	12 interviews Add to research
Five9	4.3	15.4%	100%	24 interviews Add to research

Valuable Features

TalkDesk is praised for its intuitive management of inbound flows. Users appreciate seamless integration with systems like Teams. The built-in AI features enhance routing and sentiment analysis. It allows efficient use of add-ons such as Observe.AI for compliance. Users value its automation and effective call routing, leading to improved response times. The platform facilitates outbound campaigns through TalkDesk Studio and offers valuable reporting features, maintaining strong customer relationships.

"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 faces issues with slow load times and lacks automation, real-time list management, and clear documentation for outbound campaigns. Dashboard customization, graphical environment, and cloud storage options need more flexibility. Reporting can be delayed and call logging struggles with playback. Challenges include inbound call instability with slow internet and a less user-friendly color scheme. Features for outbound campaigns and icon placement need enhancement. Bulk SMS presents difficulties. Users seek better flexibility in dashboard customization.

"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

TalkDesk showed a significant ROI with no setup costs and improved productivity. Its cloud-based features automate manual tasks, increase agent efficiency, and provide management with actionable insights. The easy-to-use interface and integrated workspace save time and allow seamless data access. Users experienced better business efficiency, eliminating the need for on-premise resources. TalkDesk outperforms legacy systems, offering faster response times and better workforce management, justifying the investment.

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

TalkDesk is primarily used for call management in contact centers, handling inbound and outbound calls, IVR, and executive campaigns. It enhances customer experience, improves ROI and efficiency through automation, and supports text messaging and chatbot integration. Organizations employ it for donation handling, payment collection, and seamless integration with systems like Facebook Messenger. TalkDesk helps manage telephony systems and offers benefits like agent productivity and business improvements. Managed service providers also resell it, aligning with clients’ needs.

Service and Support

TalkDesk's customer service and support receive praise for responsiveness and professionalism, although some find response times slow. Many users give high ratings, appreciating the flexible support options, dedicated personnel, and expertise in resolving issues. Despite occasional delays and longer support wait times, technical support is rated highly for politeness and efficiency, making users feel assisted. However, certain experiences highlight a lack in timeliness when delivering new feature updates.

Deployment

TalkDesk's initial setup is generally user-friendly and fast, with many users finding deployment straightforward and support proactive. Time for setup varies, typically from a few days to several weeks depending on requirements. The cloud-based nature reduces maintenance burden as TalkDesk manages everything. While some find the implementation seamless, moving systems may present challenges. Configurations might require manual adjustments, but support remains effective in adding needed features.

Scalability

TalkDesk scales effectively, handling significant growth across various organizations. It can accommodate fluctuating user counts and adapt to evolving business needs. Many companies report ease in expanding from a few dozen to several hundred users seamlessly. Users express confidence in the platform's performance for large teams. Comparisons suggest TalkDesk surpasses competitors in scalability, with processes in place to efficiently manage increased demand without issues, supporting thousands of users when necessary.

Stability

Users generally find TalkDesk reliable with minimal stability problems. They mention occasional outages and small issues, but these are quickly resolved. A few note latency and system status issues. TalkDesk's performance is supported by its global data centers, ensuring reliability and resiliency. Some mention isolated incidents related to third-party carriers. Stability ratings vary, with users scoring it between six and nine out of ten. Most users express satisfaction with TalkDesk's overall stability.

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

18%

Retailer

10%

Manufacturing Company

Energy/Utilities Company

Non Profit

Comms Service Provider

Healthcare Company

Real Estate/Law Firm

Financial Services Firm

Logistics Company

Insurance Company

Non Tech Company

Performing Arts

University

Renewables & Environment Company

Construction Company

Transportation Company

Recreational Facilities/Services Company

Educational Organization

Government

Media Company

Consumer Goods Company

Legal Firm

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.