Talkdesk

There are so many analytical capabilities. Talkdesk came with a robust set of out of box reports and dashboards, but it has extensibility to create custom reports inside of the platform as well as the capability to use APIs to connect to the various datasets. There is a significant amount of automation capabilities that are provided with low code/no code development GUIs (e.g. virtual assistants for your voice channel and digital channels). Having live transcripts has enhanced our agent experience greatly and also has enabled better analytics for call evaluations and also getting a better pulse on what customers are actually calling about.

It consolidates many aspects of what is needed to run a call center. That is why it was chosen in the first place. The ability to do telephony, digital, csat, chatbot, quality and further integrations all in one is the best thing about Talkdesk. BUT they are still not 100% there yet in terms of being optimized.

One of the most impressive aspects of Talkdesk is their continuous innovation and momentum. Whilst a feature may not be available today, their development pace means it could be released in the near future, often much sooner than expected. Their weekly digest email with new releases and features is possibly my favourite email!

This is definitely a short list because Talkdesk strives for excellence. 1. The Explore reports and dashboards load very slowly. Talkdesk may need to consider some enhancements to their historical reporting platform. 2. While leveraging APIs is doable, it would be more ideal if there was a certified Power BI connector. Of course, to properly support that, Talkdesk would possibly need to reconsider how historical data is stored and accessed for historical reporting data (and potentially live data). We were looking for a BYOBI platform (if possible) and this does work but it gets complex getting our data into Power BI via those APIs (e.g. leveraging complex Power Automate flows). 3. The standard Dialer product that comes with the product offering our enterprise obtained did not include the ability of agentless outbound dialing/texting. We ended up having to implement another one of Talkdesk's products (Proactive Notification) for our agentless dialing campaigns - but the Proactive Notification product is seriously lacking in report capabilities. There is another product offered separately that is newer (Advanced Dialing) and it is disappointing that we did not know about this other product prior to implementing Proactive Notification (if that would provide better visibility). In essence, Talkdesk should offer a dialer that is as amazing as the rest of the platform - outbound dialing efforts for utilities are still a critical part of daily operations. I believe Advanced Dialer may offer that, but I am unsure since we did not implement that product.

Historical data gets impacted when changes are made. This should not be happening, it limits our CI efforts and makes it less new business friendly. Quality management services are not flexible enough. I would suggest to also offer the build of at least 1 custom report without purchasing the add on. Lack of custom reporting (outside of the add on) makes it impossible for us to meet basic reporting standards for us and having 1 might make it easier to support stakeholder relationships as well as make business cases about the benefit of purchasing the full add on.

1) A significant issue that had considerable impact on our team took over 4 months to resolve. Whilst the resolution was swift once the appropriate individuals were engaged, the delay in identifying the right contact prolonged the issue significantly This may be a reflection of the scale and structure of Talkdesk's support organisation, where navigating to the correct engineer can be challenging. 2) In several instances, we've found critical issues that were not identified by Talkdesk. In the last 2 months, we encountered a major issue with ChatBot not functioning correctly and another problem involving inaccurate data. In both cases, the problems were identified and escalated by us, with detailed explanations being required to pinpoint the issue, thus allowing Talkdesk to identify the root cause and implement a fix. A more proactive monitoring and alerting approach would be beneficial. 3) It can be difficult to gain a clear understanding of Talkdesk's full capabilities. The platform and its accompanying knowledge areas are extensive, but the resources can be hard to navigate. I currently have a project where we've been told to set up a studio flow - we don't know why it's needed to resolve our issue, but we also haven't been given, or directed to, any guidance on how to do it. There have also been inconsistencies with communication - on one occasion, I was informed by one Talkdesk employee that a feature was unavailable; however, upon speaking to another colleague, found out it was available and they helped me implement it. This highlights the need for clearer, more consistent internal knowledge sharing and customer guidance.