Regional Telephony Manager at a comms service provider with 51-200 employees
Real User
Top 20
Aug 8, 2025
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.
While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to night mode, which helped. We never experienced issues like the application not loading, failing to make calls, or crashing.
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.
From my company, the feedback for TalkDesk stems from the fact that the tool is very slow when compared to Genesys with Cisco and other tools. Recently, I have been creating outbound campaigns. For creating outbound campaigns, there is a need to add something in the agent as a recording of a document. If we have a proper document, that would be very good because for TalkDesk Studio, a clear and very good document was provided to our company to create any of the flows and all those things. For Alcon outbound campaign creation, agent mapping, and other such areas, there is no clear documentation. It would be good to make clear documentation from TalkDesk available. The drawback of the tool revolves around the fact that I see it is very slow when loading the pages. If I want to download any reports, like a particular call report or anything, it will take only two minutes, and it should be loaded in seconds, but it takes too long. The tool is very slow to load. Suppose I try to load any pages, including TalkDesk Studio's page or any reporting page. If I am trying to download any report for particular dates, the analysis part will take too long.
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.
TalkDesk offers a suite of essential features for robust...
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 are still relatively new to this tool so we are not sure what could be improved. However, we consider it to be a great tool.
While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to night mode, which helped. We never experienced issues like the application not loading, failing to make calls, or crashing.
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.
The solution's reporting feature is sometimes delayed and could be improved. Sometimes, the reports don't update quickly enough, leading to backlogs.
From my company, the feedback for TalkDesk stems from the fact that the tool is very slow when compared to Genesys with Cisco and other tools. Recently, I have been creating outbound campaigns. For creating outbound campaigns, there is a need to add something in the agent as a recording of a document. If we have a proper document, that would be very good because for TalkDesk Studio, a clear and very good document was provided to our company to create any of the flows and all those things. For Alcon outbound campaign creation, agent mapping, and other such areas, there is no clear documentation. It would be good to make clear documentation from TalkDesk available. The drawback of the tool revolves around the fact that I see it is very slow when loading the pages. If I want to download any reports, like a particular call report or anything, it will take only two minutes, and it should be loaded in seconds, but it takes too long. The tool is very slow to load. Suppose I try to load any pages, including TalkDesk Studio's page or any reporting page. If I am trying to download any report for particular dates, the analysis part will take too long.
The product must automate certain features so the agents do not have to do things manually.