Talkdesk Reviews & Product Details - Page 3

Talkdesk is an exceptional platform that I have had the pleasure of working with. The platform provides you with the capability to effectively manage various cases while handling customer inquiries and issues. I rarely encounter errors while using it, which significantly enhances my productivity. The AI-powered tools simplify the note-taking process by providing concise summaries of each call. Additionally, when composing emails, the platform also allows for AI-generated responses that are more detailed and informative. Review collected by and hosted on G2.com.

I have no dislikes regarding the platform. It enables me to make both inbound and outbound calls seamlessly throughout the day, which greatly enhances my productivity. Review collected by and hosted on G2.com.

Talkdesk Review: A Game-Changer for Modern Call Centers

Talkdesk has truly revolutionized the way I manage and support my team. The platform offers an impressive suite of tools that go far beyond basic call handling, making it an all-in-one solution for workforce management, quality assurance, and streamlined communication.

One of the standout features for me is the Workforce Management (WFM) system. It gives me real-time visibility into what my team is doing throughout the day—from when they log in, to their active statuses, scheduled breaks, and lunch times. This has helped tremendously in balancing workloads, planning ahead, and quickly identifying gaps in coverage. It’s especially helpful in keeping our day organized and ensuring we’re staffing appropriately during peak hours.

Another feature I can’t speak highly enough of is the Call Evaluation Forms. They make it incredibly easy and efficient to review team members’ calls. The forms are customizable, and using them has cut down our review time drastically while still maintaining quality and consistency. It allows us to provide timely feedback and coaching without digging through long recordings or jumping between systems.

One of the most powerful additions Talkdesk has brought to the table is the AI-powered transcription and summary notes. This feature automatically generates a script of every call and provides an AI-generated summary note. This has been a game changer when needing to quickly look back at a specific call—whether it’s for coaching purposes, conflict resolution, or simply to verify what was said. No more listening to entire calls just to find one key detail. It’s saved hours of time and improved our responsiveness across the board.

In short, Talkdesk has helped us become more efficient, more informed, and more consistent in our service. It empowers leadership with the tools we need to manage smarter, while also supporting agents with a smooth and intuitive interface. It’s clear that the platform was designed with both supervisors and frontline agents in mind. Review collected by and hosted on G2.com.

There is honestly nothing to dislike about Talkdesk. Every feature they offer is thoughtfully designed and works exactly as intended. From call monitoring to workforce management and AI-generated call summaries, everything runs smoothly and helps make managing a team so much easier. On the rare occasion there’s a technical issue, their support team is incredibly responsive and quick to resolve it. They’re reliable, innovative, and clearly invested in making their platform the best it can be. Highly recommend! Review collected by and hosted on G2.com.

I recently completed the TalkDesk Certified Specialist training in TalkDesk Academy. I thought the training was very thorough, and I really liked that after every section, there was a short quiz. When I'm doing training, it's hard to focus on small but key specifics of the topic. This is where the quiz at the end comes into play. There will be a question that has two possible answers and I'm torn between them. Then I can go back into the training and review that specific section because I clearly missed a key aspect of the training. There are a lot of features that TalkDesk offers to admins so it's important to go through all of the trainings so you don't miss anything. Review collected by and hosted on G2.com.

TalkDesk is more complicated than other CCaaS solutions out there. This wasn't as intuitive or user friendly as other options that I've seen, but it wasn't the most complex either. Other than that, I think the solution has a lot of great offerings and features; it's just a bit complex on the admin side. Review collected by and hosted on G2.com.

TalkDesk allowed us to leverage a small sized call center within the non profit sector to meet big customer demand. We've leveraged our resources while improving our customer experience, being more efficient, providing more accurate information and resolving customer requests faster than ever. I love the insights and reporting it gives me as a leader to see and communicate our teams productivity while also giving qualitative and quantitative data to our organization to continuously improve! Review collected by and hosted on G2.com.

Learning how to modify, edit and update your own IVR can be intimidating at times but the TalkDesk support team provides ongoing support and advice whenever we need it. Review collected by and hosted on G2.com.

Top tier call quality, with easy consult and transfer features are the best! The ai tools help us by putting key knowledge within reach at the optimum time in the live conversation! Interface is clean and powered by great AI tools on the back end! Review collected by and hosted on G2.com.

It would be much more helpful if the views were customer centric, rather than contact channel based. When helping Stephen, seeing all their calls, emails and ticket history together as the main view even when not inside an active call would make support more context aware, faster and improve efficiency to cut call times. Review collected by and hosted on G2.com.

What is most helpful about TalkDesk is that we have access to view all of our calls, feedback and our scores. Review collected by and hosted on G2.com.

Sometimes TalkDesk has some issues, but it always gets taken care of in a timely manner. Review collected by and hosted on G2.com.

I love how many capabilities there are, I started out in Talkdesk as a front end user and there was a bit of an adjustment phase. However, once you start diving in you can see how helpful the tools can be. Having AI help you while on calls is really beneficial to customer support and I feel like it gives the agents more confidence while on calls.

I am currently spending my time reviewing and teaching our AI Chat Bot. The options on the back end are endless. As technical as it seems, I picked up everything I needed to know about teaching the bot fairly quick, and no I have never worked with systems or AI. Review collected by and hosted on G2.com.

I dislike having only 1500 characters to tell the chatbot everything she needs to be, I feel like there are corners I am cutting while trying to teach her. I also find it frustrating that we can't have the bot escalate customers to the agents after hours. Review collected by and hosted on G2.com.

What I like best about Talkdesk is the AI aspect and its ability to learn and adapt whether it's our company's work flow, spellings of names, price details, etc. Using this platform everyday definitely benefits its intelligence. Overtime, it integrates our company's knowledge with it's knowledge making our Customer Support role very efficient. I also like the AI tool to revamp our emails. It gives the company a more professional tone when interacting via email resulting in clarity. Talkdesk itself makes things more detailed yet simple. It allows me as a customer service representative to have a full, easy view and access of what our day will consist of and also how busy we are, etc. Copilot also has great features. It is exactly what its name is.. I'm the pilot of Talkdesk but when I am unsure or need assistance, I have my copilot. Using Talkdesk definitely helps execute our customer support position in numerous ways and also helps maintain the integrity of our company. Review collected by and hosted on G2.com.

Talkdesk has a few dislikes. There are times where AI will not generate the description of the call leading to wasted time and a lack of time to type out the expected detailed notes. When this occurs, if we do not type our detailed notes in time we are at risk of losing all our notes if the submission time runs out. The issue I run into most is the inability to send emails. Once this error occurs, we have to manually create the emails which again results in extra steps and wasted time. Review collected by and hosted on G2.com.

I love the copilot on Taldesk, it is a great help when dealing with customers with low voice or hard to understand. Also, allows you to multitask while caller is speaking, once call is over you can quickly recap with it Review collected by and hosted on G2.com.

Lately Taldesk has had some connectivity issues but nothing too bad. It was solved within a timely manner Review collected by and hosted on G2.com.

Talk desk has organized my work and has made emailing customers easier for me. The AI dispositions are greatly helpful and I trust those they are very accurate and detailed in summing up conversations. I like being able to see what colleagues are working on what case it prevents us from needlessly repeating work. I use this everyday for work. Review collected by and hosted on G2.com.

When I was first using Talk desk I remember I would get confused on which tab I was in between conversations and cases, but I have gotten better about this. The title if cases sometimes has to be put in multiple times. Losing chats is an issue. If someone sends in a chat and closes it before I haver the chance to hit save then the case/chat is lost. Review collected by and hosted on G2.com.