IBM MQ (formerly WebSphere MQ and MQSeries) is messaging middleware.
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Zendesk Talk
Score8.5 out of 10
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Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.
In the context of Internet of Things (IoT) applications, IBM MQ plays a pivotal role in managing the substantial data streams emanating from interconnected devices. Its primary function is to guarantee the dependable transmission and processing of data, catering to a diverse range of IoT use cases, including but not limited to smart city initiatives, healthcare monitoring systems, and industrial automation solutions. In the telecommunications sector, IBM MQ is employed for message routing, call detail record (CDR) processing, and network management to ensure real-time data exchange and fault tolerance. When managing the supply chain and logistics, IBM MQ is used to ensure timely and accurate communication between different entities, including suppliers, warehouses, and transportation providers. IBM MQ can be cost-prohibitive for smaller organizations due to licensing and maintenance costs. In such cases, open-source or lightweight messaging solutions may be more appropriate. For scenarios requiring extremely low-latency, real-time data exchange, and high throughput, other messaging technologies, like Apache Kafka, may be more suitable due to their specialized design for such use cases.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The documentation is very clear,It is understandable and the support helps to configure it in the best way.
Server guidelines make it possible to get the most out of work management. It's broad, we can work with different operating systems, I really recommend using linux.
It is highly compatible with systems, brockers, applications, and data accumulation programs, it is possible to configure everything so that after the installation of programs, they can communicate with each other and then throw data to an external program that accumulates it and represents in clear details of steps to follow and make business decisions.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
There is limitation on number of svrconn connections you can have to MQ on the mainframe which has been an major issue for us. This has been an issue for us for over 4 years and still no fix although I am aware IBM have been working on a solution over the last year.
When upgrading to MQ V9.3 on our MQ appliances there is no fall-back option. This was the same for MQ V9.2 upgrade from MQ V9.0. For production upgrades this I believe is not acceptable.
AMS is not supplied as part of the standard mainframe MQ licence. You need an extra licence. IBM tell customers how important security and protecting data is yet they still want to charge for this software. The cost of MQ on the mainframe is not cheap so I would expect AMS to be part of the base product.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I give it a nine because it has significantly improved my team's data reliability and operational efficiency. Its great security features give us peace of mind, knowing our sensitive data is well protected. While the setup might initially be complex, I believe the long-term benefits far outweigh this hurdle.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Everything about it works, as I have previously detailed. Coming from different companies and using other tools like Twilio or Aircall, those are VOIP tools that are built to be plugged into other tools, Zendesk Talk is natively built into Zendesk and feels correct in the user experience of Zendesk
The messages are delivered instantly with this software and it integrates with our technology stack, in terms of availability we only had one failure when we were doing some testing and integration with third parties, the features of this software make it always available and its deployment is easy for the company, it does not generate expenses due to failures
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
There are very specific things that must be elevated to more specialized areas of support, but the common support is very agile when receiving questions or when we leave concerns in real time. I recommend the support of the program in this regard.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We found IBM MQ very easy to get started and quick to learn by the new users with a short learning curve and seamlessly integrates with IBM products, and quick to perform self-service analytics and make informed business decisions. IBM MQ is also very straightforward in creating simple and best reports, which are very profitable and productive.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
We were able to reduce global headcount by 20% in our call centers.
Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
