1. Home
  2. Contact Center Software
  3. Talkdesk Reviews
  4. User Review of Talkdesk
Talkdesk for Product Support Teams
July 11, 2019

Talkdesk for Product Support Teams

Joe Daoud | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Talkdesk

Talkdesk is currently being used by the Product Support team at Cylance. It will also be used by the Professional Services team soon. It addressed the problem we had of no visibility into reporting with our old phone system. With Talkdesk we now have the capability to run reports on various statistics being used daily.
  • Reporting.
  • Agent status.
  • Call monitoring.
  • Specific Reporting
  • User Interface
  • Visibility into the number of calls.
We did not review any other competitors of Talkdesk before going with Talkdesk.
Talkdesk is well suited to provide a softphone system for a small group of representatives. It may not be fully appropriate for large call centers because it is a SaaS however, I have not tested it in that fashion so I cannot speak for that specifically.

Talkdesk Feature Ratings

9.4
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
6
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
9
8.7
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
6
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated