A well integrated cloud communication service with easier implementation and maintenance
July 25, 2023
A well integrated cloud communication service with easier implementation and maintenance
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We wanted a global CTI solution compatible with our cloud CRM supporting approx 800+ agents worldwide with multiple language/timezone support. Our old CTI solution was an on Premise solution and although robust was difficult to manage and integrate with newer technology platforms.This is where we found Talkdesk to be meeting our needs. We went from designing to actual go live across all the regions (Americas/EMEA/APJ/India) in a record time of 10 months. We had our share of challenges and odd working hours due to diverse user base but the end result led to a much better integrated system with cloud CRM, company AWS storage account and reporting solution. We observed and raised multiple CR's along the way and we are seeing the progress in product features as we continue to enhance our system further. We are now excited to expand the capabilities with MS Teams integration and other new features.
Pros
- We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
- We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
- We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
- The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Cons
- The core maintenance, migration and deployment of Voice prompts, functions alongwith flow changes is crucial and is a key missing feature. Development in Production was a shocker and led to lot of confusion and limitation during the implementation and testing.
- The AI feature is not as supported and reliable in Non English language
- The Support team seems very lean to handle heavy loads of issue thereby delaying the resolution of the issue. One of our critical issue took almost 2 months to resolve which could have been handled better by proactively driving the issue from talkdesk end.
- The support ticket does not have any escalation process. It needs to add the severity/ impact to number of agents and have people to support escalation especially involving Call Quality/network/Reporting/storage
- increased CSAT
- increased CSAT
It helped us in retaining existing SIP Numbers, Integrating with internal AWS Storage, Integrating with reporting solution, Debugging call and call flows. Guardian tool is helpful in identifying user browser, ip address or call quality issue.
- Five9 and Amazon Connect
Talkdesk provided better integrated solution compared to other vendors which had some dependency on other 3rd party vendors for some of the features.
Do you think Talkdesk delivers good value for the price?
Yes
Are you happy with Talkdesk's feature set?
Yes
Did Talkdesk live up to sales and marketing promises?
Yes
Did implementation of Talkdesk go as expected?
Yes
Would you buy Talkdesk again?
Yes
Comments
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