Talkdesk Express

What do you like best about the product?

The flexibility and continuous innovation stand out. TalkDesk really makes its clients part of the process and the platform’s growth. The AI capabilities, along with how the system configuration is handled, are also strong points.

What do you dislike about the product?

Some administrative tasks require navigating to multiple areas. A more streamlined admin experience would improve usability and make routine work easier.

What problems is the product solving and how is that benefiting you?

Talkdesk helps us modernize our client experience and agent efficiency with the omnichannel and AI capabilities within Copilot and quality management.

What do you like best about the product?

The capability it gives you to perform integrations and developments.

What do you dislike about the product?

The support and the cost of the tool.

What problems is the product solving and how is that benefiting you?

Offer the possibility to optimize the call flow, to achieve much more agile and faster service.

What do you like best about the product?

Their reliability when using the application by the agents

What do you dislike about the product?

It has a large number of reports, but they are difficult to work with since they cannot be worked on from CRMs like Dynamics and Salesforce.

What problems is the product solving and how is that benefiting you?

The management of calls and IVR flows work very well and adapt to any need.

What do you like best about the product?

What attracts me most about Talkdesk is the product itself and how easy it is to use.

What do you dislike about the product?

Perhaps what I like the least is the marketing system in Spain.

What problems is the product solving and how is that benefiting you?

As a tool, Talkdesk is very powerful; it allows me to configure workflows and integrate with other systems, significantly reducing the number of calls.

What do you like best about the product?

Talkdesk has been a great platform for us over the last four years because it is easy to use, flexible, and constantly improving with innovative features. We have been especially impressed with their AI capabilities and CXA, which have helped us enhance customer experiences, automate processes, and improve overall efficiency.

What do you dislike about the product?

While Talkdesk has been a strong platform overall, some simple configurations and customizations are not available on the platform, and its reporting tool needs improvement. There are also times when new features take a little longer to mature, but Talkdesk has generally been responsive to feedback and continues to improve the platform with regular updates.

What problems is the product solving and how is that benefiting you?

Talkdesk has helped us modernize our contact center by providing a single cloud platform for voice, digital channels, and automation. It has improved customer experience, increased agent productivity, reduced operational complexity, and enabled us to leverage AI and automation to handle customer interactions more efficiently while gaining better visibility into performance and customer trends.

What do you like best about the product?

I like that the team is really easy to work with. Their knowledge base and education area is very in-depth and provides all the training resources that our teams need. The solution works really well regarding the queuing and the interface, making it easy to manage.

What do you dislike about the product?

Last year, they had a couple outages that impacted operations for us. Some of the feedback I received from my managers is that the reporting could be more intuitive. It's sometimes slower to build reports, and when they build reports, sometimes the information is not accurate or the same. Basically, you can run the report three times and sometimes all three reports are different.

What problems is the product solving and how is that benefiting you?

Talkdesk speeds up information to agents with its Copilot AI, helping answer questions quickly during calls. It improves call routing based on skills and optimizes workforce management for call frequency. It provides agents with step-by-step help, eliminating the need to search the knowledge base.

What do you like best about the product?

The AI Agents builder is what convinced me to stick with it. We’re in healthcare, so our use cases are pretty specific—appointment scheduling, insurance verification, prescription-related requests, and patient identification. I honestly wasn’t expecting to be able to map all of that out manually, but once the orchestrator figures out what the caller needs, it routes them to the right agent.

What do you dislike about the product?

Getting from a draft to something truly production-ready takes longer than you’d expect. V17 definitely didn’t happen overnight—there were earlier versions where the orchestrator would misread the user’s intent and send them down the wrong branch entirely, which made the experience feel unreliable at times. On top of that, for a small business the pricing feels on the heavier side. It comes across like you’re paying for enterprise-level infrastructure whether you actually need all of it or not.

What problems is the product solving and how is that benefiting you?

We needed to cut down on how many routine calls were actually reaching our staff. Insurance verification questions, appointment confirmations, and basic prescription status checks—stuff like that—were eating up time that should have gone toward real patient-care conversations. Having agents handle that first layer means the calls that do reach a person are the ones that truly need one.

What do you like best about the product?

With Talkdesk, we can set our working status, make calls, and check voice messages. The best feature for me is the voice message transcript, which makes it much easier to understand messages quickly.

What do you dislike about the product?

Nothing really comes to mind. If I had to point out something I dislike, it would be that we don’t get a notification when we need to change the schedule.

What problems is the product solving and how is that benefiting you?

As a agent working in a support centre I find this application user friendly as compared to other apps in the same market place

What do you like best about the product?

What stands out most about Talkdesk is how seamlessly it brings together usability, automation, and intelligence into one platform without adding operational complexity.

From a UI/UX perspective, the interface is extremely intuitive. The call flow builder, in particular, is a major strength—its drag-and-drop design makes it easy to design and modify IVR workflows without relying heavily on engineering teams. This alone can save hours each week when updating routing logic or testing new customer journeys.

On the integration side, Talkdesk connects smoothly with CRM systems and internal tools, which helps create a unified customer view. In practice, this means agents don’t have to switch between multiple systems during calls, improving both efficiency and customer experience. For teams working with platforms like Salesforce or Zendesk, this integration becomes a big productivity multiplier.

In terms of performance, the platform is reliable and scalable. Call quality is consistently strong, and the system handles spikes in volume well—something that’s critical in high-demand environments like banking or customer support operations.

Where Talkdesk really differentiates itself is in AI and automation. Features like AI-powered call routing, real-time transcription, and sentiment analysis provide actionable insights during live interactions. This not only improves first-call resolution but also helps managers identify trends and coach agents more effectively. An unexpected benefit here is how quickly you can surface patterns in customer issues without needing deep manual analysis.

Looking at ROI, Talkdesk drives measurable efficiency gains. Reduced average handling time, improved agent productivity, and better customer satisfaction scores all contribute to strong value for money, especially for mid-to-large scale operations.

Finally, support and onboarding are solid. The onboarding process is structured, and their support team is responsive when issues arise. Documentation and training resources also make it easier for teams to ramp up quickly without long learning curves.

Overall, Talkdesk delivers the most value through its combination of ease of use, powerful automation, and AI-driven insights—all of which directly improve both agent performance and customer experience.

What do you dislike about the product?

One downside of Talkdesk is that while the UI is generally clean, some advanced configurations (especially in reporting and call routing) can feel unintuitive and require a learning curve. The reporting dashboards, in particular, lack flexibility and often require manual workarounds to get deeper insights.

Integrations are strong overall, but occasional syncing delays or limitations in customization can impact workflows. Performance is reliable most of the time, though minor lag or glitches can occur during peak usage.

From a pricing standpoint, certain advanced features (especially AI and analytics) are locked behind higher tiers, which can limit ROI for smaller teams. Additionally, support response times can vary depending on the issue, and onboarding for more complex setups could be more hands-on.

Overall, improving reporting flexibility, integration stability, and access to advanced features would significantly enhance the experience.

What problems is the product solving and how is that benefiting you?

We previously struggled with fragmented tools and manual call routing, which made it hard to maintain consistency in customer interactions and track performance effectively. Agents had to switch between multiple systems, increasing handling time and reducing efficiency.

With Talkdesk, everything is centralized—call flows, CRM data, and reporting—so agents can manage interactions in one place. The intuitive UI and integrations have reduced context-switching, while automation and AI-driven routing ensure customers reach the right agent faster.

As a result, we’ve seen improved first-call resolution, reduced average handling time, and better visibility into performance through real-time insights. It’s also enabled quicker decision-making and more efficient operations overall, delivering clear productivity gains and a better customer experience.

What do you like best about the product?

I like several things about Talkdesk. I appreciate having different statuses and that everything is centralized in one location. It's easy for me to switch back and forth between live calls and voice mails. I also find it valuable to be able to communicate with the service team and submit a ticket if there's an issue. I take a lot of calls each day and often return voice mails, so it's valuable because I use it all the time. The seamless transition between calls and voice mails is another plus. The initial setup was fairly easy, with not a lot to learn for using it for calls. The simplicity of the initial setup is something I appreciate.

What do you dislike about the product?

Sometimes, there are issues with the program freezing or needing to be restarted. It's rare, but I've heard from some coworkers that they can't answer a phone call or have to restart their Talkdesk.

What problems is the product solving and how is that benefiting you?

I use Talkdesk to check voicemails, receive live calls, and do callbacks. I like that it's all in one location, making it easy to switch between calls and voicemails seamlessly.