# Page 3 | Talkdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Talkdesk the right Call Center solution for you? Explore 732 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132852/Talkdesk/reviews --- Talkdesk 4.5 (732) [View alternatives](https://www.capterra.com/p/132852/Talkdesk/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 3 - Reviews of Talkdesk ## Showing most helpful reviews Showing 51-75 of 732 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use José Z. Banquier Financial Services Used the software for: 2+ years ### "Très excellent" October 18, 2023 4.0 Très bon Pros Talkdesk permet la téléphonie, enregistre les appels Cons Les appels enregistrés sont difficiles à être retrouvés Review Source TB Tyson B. Team Lead, Support Marketing and Advertising Used the software for: 2+ years ### "Sleek Product for Small Start-Ups" August 24, 2020 3.0 Pros Talkdesk is a very easy and intuitive product to figure out, both on the front and back end. If you come across any issues, their support team is always quick and thorough with their responses. Cons One of my biggest obstacles with TalkDesk is the reporting functionality. While I feel the front end is great, the back end reporting is sort of all over the place. Many of the reports need to be sent, rather than viewed in the browser. If they made the reporting as intuitive as the call interface, this product would be stellar! Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/) Review Source Kenneth K. Chief Operating Officer Internet Used the software for: 6-12 months ### "A fresh take on an old necessity" June 21, 2016 4.0 There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble. As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced. Pros 1\. A wide array of out of the box integrations with other widely used platforms 2. Great customer success management 3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists. 4. Lots of opportunities to share feedback and participate in new beta offerings 5. Good value for the price per seat 6. Effective as a cross-company phone solution, both for call center and non call center staff. Cons 1\. An API to an API. Because TalkDesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities. 2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues. Review Source JM Jane M. Customer Service Representative Apparel & Fashion Used the software for: 1-2 years ### "Definitely a must for contact centers!" February 8, 2023 5.0 Overall, perfect for contact centers set up where calls are coming in and out to keep the business going with such ease. Pros The easy and even navigation of calls. Clear audio. Effortless transferring of calls to different channels. Cons I think its the separation of a third party CRM from it. It would be perfect to have to access calls without having to open two tabs. Review Source HL Hugo L. Customer Experience Team Leader Luxury Goods & Jewelry Used the software for: 2+ years ### "Talkdesk for call centre" April 8, 2019 5.0 I was initially a customer experience agent. As an agent, I was using Talkdesk as a tool to communicate with customers and keep track of my performance. I am now a manager and use Talkdesk daily in order to manage the workflow of my employees. Additionnally, I always use Talkdesk to have a detail view of the performance from the member on my team. Based on their data, I will be able to performing adequate coaching sessions. Pros I like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow. Cons I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it. Review Source LB Logan B. Ops Manager Insurance Used the software for: 2+ years ### "Talkdesk everything you want with a clean UI/UX - CCaaS" August 14, 2019 4.0 OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs. Pros The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike. Cons Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution. Alternatives considered [Aircall](https://www.capterra.com/p/184709/Aircall/) Reason for choosing Talkdesk At the time talkdesk was way more robust and it has totally fixed our need so we don't need to worry about how others software's have progressed since then because talkdesk is continually improving. Review Source TB Tarell B. Customer Service Rep Outsourcing/Offshoring Used the software for: 2+ years ### "Easy to use" June 20, 2022 5.0 My overall experience with helpdesk was ok we had some challenges. I think you guys should look into making an update with the logging feature. Pros I love how it provides a detailed breakdown of an agent performance at a given time. Cons I really think you guys should include a time stamp so it's easier to log, track and review interactions. Switched from [Five9](https://www.capterra.com/p/132405/Five9/) Help desk was recommended by a CRM. Review Source OG Oscar G. CRM Operations Manager Education Management Used the software for: 2+ years ### "There is no Better telephony software!" November 25, 2019 5.0 Pros We use Talkdesk with our multiple salesforce instances. TD makes integration between the two systems, and management of the integration very easy. Click to Dial has become heavily relied on to provide relative metrics behind our outreach, I don't believe we could've come as far as we have without Talkdesk. Cons There are still some feature I would like to see enhanced in order for the tool to provide further insight. Reporting could use for enhancements to provide between usability. Secondly, I would to see improvements around the ability to distinguish between multiple records which may have the same name. Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/) Review Source VP Vladimir P. Tech Svs TL Financial Services Used the software for: 2+ years ### "User-friendly and easy to use" March 12, 2019 5.0 It helps a lot with the proper call distribution, which is crucial for multi-language support. In addition, the ease of manipulating the roles and the lines, allows us to react immediately, depending on the languages and priorities needed on the spot. Pros The ease of installation, usage, and fast reporting tools. Easy to be set up for new agents and changed for the current ones, along with the user-friendly UI, which allows prompt assigning of different roles, access, and support lines. Cons Actually, the tool is really user-friendly, even for the admins. However, It will be a good option to have the calls/chats distribution prioritization a bit more customizable. I've run over the default prioritization, which is quite logical and brings a lot of sense and light over the talkdesk work, but it would be great to have the option to prioritize the distribution to a particular agent and then to change this prioritization to another one. Especially, when we work on different languages, level of expertize, and have different contact channels. Review Source VR Verified Reviewer Digital Marketing Specialist Marketing and Advertising Used the software for: 1-2 years ### "Talkdesk Review" December 3, 2019 5.0 I highly recommend. It is easy to use and learn, and it's great for training & provides data on missed call rates, who on your team is answering calls the most, and other insights that are very helpful (especially for customer service & sales jobs). Pros One big perk of talkdesk is you can seamlessly do international calls. I also like how the calls are recorded, so you can go back and listen if need be, which is great for training or if you need a refresher on a previous conversation. It is also very easy to forward calls or do a phone conference as well. Cons When it's working properly it is great, but sometimes it will go offline just on it's own and I don't know why? So I've had a few times where clients try to call me but talkdesk on its own went offline without notifiying me and I missed the calls. Review Source Roman D. Entrepreneur Information Technology and Services Used the software for: 2+ years ### "Talkdesk for users" April 21, 2020 5.0 overall, my experiences has been exemplary with talkdesk as we're able to integrate this with zendesk which is a huge plus Pros ease of use voip system allowing you to use not only via desktop/laptop machines, but also configure it via mobile app Cons sometimes, the servers just goes down where you would only know that there's a downtime by experiencing issues or by visiting the status page Review Source JL Jr L. Tools and Systems Coordinator Health, Wellness and Fitness Used the software for: 6-12 months ### "Talkdesk - One call away to a better conversation" November 16, 2022 5.0 Overall, Talkdesk is very efficient to use. Telephony system can be used as a stand-alone, unlike other telephony systems that still need to have a physical phone for it to work. Pros As an Admin of this software, I really like the management system of Agents being added to the system. It's easy to manage them and the fields used are easy to understand. The search feature is really good making us Admins do our task to update a certain account easily. Cons What I don't like here only is the telephony system integrated on the tool itself. Sometimes, it causes an issue due but this due to a browser update. Good thing that they have an App that we can install to avoid these issues. Switched from [Gladly](https://www.capterra.com/p/156723/Gladly/) Contract expired Review Source VR Verified Reviewer Member Advocate Financial Services Used the software for: 6-12 months ### "A decent and pleasant experience with TalkDesk" October 30, 2019 4.0 My general perspective of Talkdesk is positive! However, due to the amount of times that my out going calls get disconnected, it may stop me from being a fully advocate for Talkdesk. Pros I really appreciate how user friendly Talkdesk is. I feel very comfortable navigating my way through the system anytime I'm making my calls or looking for previous calls. It provides clear information while also making it easily accessible for you to find that information. Talkdesk is very easy to use in any work environment and something you can learn to pick up very quickly! Cons Often times, I find that Talkdesk disconnects my calls or availability for a call. There are times when the Call Dispositions fail or my call will drop and I will have to restart my Talkdesk. Sometimes more than once a day. I have found that this usually tends to happen when I am making calls rather than receiving them. Review Source KW Ken W. Director of Provider Support and Phone Outreach Internet Used the software for: 1-2 years ### "A painfree cloud contact center telephony solution" March 13, 2019 5.0 Our overall experience has been great. My managers are able to run their teams efficiently with real time dashboards, and I'm able to get the high level trends with scheduled reports. Pros There was a time when most tools like this were aggravating in so many ways from set up to lack of meaningful reporting. Talkdesk is the opposite. They focus on the core value their product provides (an easy to implement, scalable contact center solution) and and make it better constantly. This isn't a company that makes pointless cosmetic changes to their interface to make their UI/UX people feel valued. Instead, the keep improving what a call center manager needs: swift integration, customization options that don't take a programmer to set up, and solid reporting options. Keep up the great work, Talkdesk! Cons Although they offer a bevy of integrations with other tools there is not a lot of guidance when things get complicated. However, their knowledge base is quite extensive and the articles, unlike many "help" centers, are not 3,000 years old. Their customer support team is also top-notch and can handle most questions. Review Source RN Robert N. Customer Service Manager Consumer Services Used the software for: 2+ years ### "Why we chose Talkdesk" August 14, 2019 4.0 Overall, it has been a positive and pleasant experience. They are always responsive, always open to feedback and will go the extra mile to assist with special requests. Pros Ease of setup, the support provided, constant updates and integrations with other software and services. Constant updates from their development team on new features and services. Cons Could use some additional features such as multiple dashboards to monitor multiple centers/ring groups Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/) Reason for choosing Talkdesk Features, service package and features in development Switched from [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/) Better performance, better features Review Source KB Kenley B. Contact Center Supervisor Real Estate Used the software for: 6-12 months ### "This is how you communicate with your customers fast and effectively! " May 19, 2020 5.0 Manual calls are now the thing of the past. I can simply hit a link for the customer and talkdesk does the rest. It provides a new age alternative to the contact center world. Pros The ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce. I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. - Kenley B Cons There is no texting feature. Most customers love to text or take a call these days. I think talkdesk could do wonderful if they incorporated a texting feature to their platform. I also would like for a whisper effect on the reporting feature. The ability to say something to my representative while they are on a call, and customers cant hear what I'm saying would be amazing. This way I can coach them on what to say without distracting them from the call. - Kenley B Reason for choosing Talkdesk I loved the fact Talkdesk provided a free trial period that allowed my team and myself to see how useful it could be to our organization. The bar was set so high with Talkdesk that we felt it was in our best interest to keep using it long term. - Kenley B. Review Source AH Amir H. Head Of Technology Education Management Used the software for: 1-2 years ### "Great experience so far" July 22, 2019 4.0 Pros We've had a pretty good experience with TalkDesk since we launched it a few years ago. We love the ease of configuration, the built in reports, the great user interface, and the modern design. We switched over from a legacy/long-time vendor that was reliable, but very difficult to customize or even to pull reports from. Cons TalkDesk should do a better job recommending hardware for agents. We had to go through 3 different headsets before settling on a good one. We also did have some complications during on-boarding but this was a few years ago so I'm sure they improved their process. Alternatives considered [CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Switched from [CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Very difficult to customize or even to pull reports from. Review Source VR Verified Reviewer Responsabile Spedizioni Import and Export Used the software for: Less than 6 months ### "Abbastanza buono" August 12, 2023 3.0 Pros Possiede automazione dei processi, analisi chiamate, routing e tutto quanto il necessario se fate l'upgrade a pagamento, ma anche la versione base è usufruibile e gradevole.Ha un assistenza clienti molto buona e talvolta dedicata personalmente al tuo singolo problema.E' personalizzabile a seconda della realtà ed esigenza aziendale.Facile da usare, interfaccia non di difficile comprensione ed uso.Possibilità di integrarlo con altri software. Cons Il piano base che ho usato io è abbastanza limitato e bisogna fare un upgrade per godere a pieno del suo potenziale.La personalizzazione non è per tutti, specie quella più complessa e meno basilare.Risulta un po' costoso a mio avviso per le piccole realtà d'impresa.Saltuariamente ha problemi di connettività (prontamente risolti in poco tempo) Review Source Oluwa Locheyi H. Agent Commercial Retail Used the software for: 1-2 years ### "Talkdesk : un logiciel de centre de contact " October 22, 2023 4.0 Pros Talkdesk est un logiciel qui me permet de communiquer avec mes clients et mes partenaires. Il permet de gérer le service client, d'automatiser, de suivre et d'enregistrer également des appels téléphoniques. Cons Talkdesk ne présente pas d'inconvénients pour mon usage depuis un bon moment. Review Source KK Kenneth K. Chief Operating Officer Information Technology and Services Used the software for: 6-12 months ### "A fresh take on an old necessity" June 21, 2016 4.0 There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult. Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble. As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced. Pros 1\. A wide array of out of the box integrations with other widely used platforms 2. Great customer success management 3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists. 4. Lots of opportunities to share feedback and participate in new beta offerings 5. Good value for the price per seat 6. Effective as a cross-company phone solution, both for call center and non call center staff Cons 1\. An API to an API. Because Talkdesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities. 2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues. Review Source Amanda G. CRM Specialist E-Learning Used the software for: 1-2 years ### "Great tool for international companies" May 20, 2020 5.0 The benefits we have realised is that we can work easily with a big team and call across markets. Pros The best features are the ones that our customer service and sales team use. The teams have to do calls on a daily basis and our customers are all over the world. We need to track our calls and make sure the experience with customers is the best we can offer. When we have new agents we use Talkdesk to listen to their calls and give them feedback. Cons So far we had only one issue. One day where Talkdesk was done, but the customer service helped us quickly and made us a discount on the next month's payment because of the time the app was down. Review Source MB Megan B. Growth Representative Online Media Used the software for: 1-2 years ### "Best feature ever!" April 17, 2019 5.0 Using Talkdesc we always provide the best experience to our business partners. Whenever we have meetings for discussing metrics we always have the most accurate information because of Talkdesk and Salesforce. I love it!! Pros I am using TalkDesk for a while now and I am super satisfied! The benefits are countless. You can track basically everything! Since I'm working with business partners I often have to pull up reports to check my performance and I am amazed how much information I can get. I love the reports because I can see how much I was on the phone, how long I had a meeting, when did I go on my lunch break, etc. Another thing that I like is that I can re-listen all the calls that I've made, and I can even check how were my metrics for the whole month!! In our company, we use a lot of tools and the best thing about Talkdesk is that is integrated with Salesforce. It's fast, accurate, consistent and super user-friendly!!!! Cons To be honest, until now I've never had issues using it. It's always reliable and the connection is great!! Review Source OM Oscar M. Analista IT Information Technology and Services Used the software for: 1-2 years ### "Muy buena." August 24, 2023 4.0 Pros Me encanto su soporte, facilidad de implementacion y herramientas incorporadas. Cons Se podria incorporar multiples paneles para monitoreo multiple. Review Source BK Blake K. Vice President Hospital & Health Care Used the software for: Less than 6 months ### "Helpful for a small-to-mid call center, could use better reporting." April 10, 2019 4.0 Before Talkdesk, we had a legacy PBX system that was old and clunky, to put it mildly. Talkdesk's implementation process was extremely smooth, and their implementation team was right there any time we hit a bump. Responsiveness did decrease SLIGHTLY post-implementation, but not to any concerning degree. Bottom line is that we are getting our phone calls and able to track them to improve processes and overall business function. Pros The ease of use and general aesthetics of the software. Everything looks clean and modern. Live dashboards look great, reports look great, the whole UI is beautiful. Generally speaking, it's very simple compared to other more complex legacy phone systems I've used. The process for setting up new agents is intuitive. Cons There is a lot to be desired about the flexibility of the reporting functions. For most of my more complex call center metrics, I have to export mass call data Excel then slice and dice from there. They have great basic reports out-of-the-box, but our call center has some nuances that their stock reports don't capture. I wanted to be able to take any field/metric in the system and build a report around it, but that's not possible, at least not yet. They have informed us that they will be rolling out brand new custom reporting features soon, I'm excited about. I only dock them one star for this, however, because the bottom line is that my data is in their system, which integrates with Salesforce. So, even though I can't get my metrics the way I want to from inside Talkdesk, I can still export or run in Salesforce just fine. Review Source Max S. Director, Customer Success Computer Software Used the software for: 2+ years ### "Great softphone \\ telephony SaaS for SMBs and startups" January 28, 2019 4.0 Great option for multi-line multi-lang customer service, sales and tech support lines. One-stop-shop that includes landline numbers provider, traffic and the softphone solution. Pros – Ability to add numbers from various countries – Visual IVR builder – Decent audio quality – Lots of features Cons – It's not that easy to integrate Talkdesk into existing ecosystem (e.g. to make IVR pass digits to an in-house solution and then make a transition based on that system's response) Review Source Similar Products Featured