Talkdesk

What stands out most about TalkDesk is its ability to enable true experience transformation - not just a lift and shift of legacy telephony. The platform gave us the flexibility to design AI models that powered a conversational IVR that improved customer and associate experiences alike. Particularly the following items stand out: Experience first architecture: ability to build customer journeys end to end, and ability to improve routing accuracy and reduced friction Unified platform simplicity: Consolidating 10 systems into 1 - not to mention the ability to connect to our banking core to allow for additional self service (balance, recent transactions, debit card activations, stop payments, card controls etc. ) Actionable analytics and AI insights Scalabilty and agility: we can quickly iterate call flows, messaging and routing logic without heavy vendor dependency, supporting continuous optimization with their low code format. Innovation and forward looking roadmap: Talkdesk consistently demonstrates ingenuity in its evolving AI capabilities and customer experience tools. Their product roadmap reflects an understanding of where the industry is heading - helping us stay ahead of customer expectations rather than reacting to them. Strategic partnership: beyond the technology, Talkdesk operates as a true partner. They engage in strategic dialogue and care about our business objectives - collaborting on solutions that drive long term value - this is something that is hard to find. and perhaps most importantly - a tangible impact on positive customer outcomes

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.

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.

with conversations delivered from our web based chatbot - if an agent is unavailable the messages goes to the inbox this is the only function you can't program a sound notification - or recurring sound notification to alert an agent that its there. We were able to program other automations within the platform to solve for this. Talkdesk has a robust data API where you can pull all of your data out of their system and into your own data warehouse for analysis and building your own BI dashboards. This is great because you can customize the visuals to your liking. However it would be great if TalkDesk had more of these prebuild and in their native application.

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.

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.