TalkDesk Reviews

The main purpose of implementing a solution like TalkDesk, specifically a CCaaS environment with the latest technologies, was to enhance the customer experience. That's one of the major focus.

We also focus on how this platform can help us achieve ROI and business improvements, as well as improve operational efficiency through automation. With the recent introduction of AI, we have seen a significant increase in productivity and efficiency for users, agents, and operations. 

Innovations in every aspect of contact center platforms are rapidly increasing, which greatly benefits the business. In summary, our focus areas are operational efficiency, agent productivity, business efficiency, and business improvement. These were the key factors we were looking for in a solution, and TalkDesk delivered.

Additionally, we are a managed service provider. So not only do we use this product, but we are also a channel partner for TalkDesk, reselling this solution to our customers and clients who have similar goals and requirements.

TalkDesk enhanced customer service with AI. There are three different sections where TalkDesk focuses on AI's ability to enhance solution productivity. 

1. Agent Efficiency:

One area is agent efficiency. They are enhancing this by integrating with large language models and generative AI.

• Integration with Large Language Models (LLMs) and Generative AI:

For example, one use case is the integration with knowledge management. Let's suppose a company has an in-house knowledge management solution. The TalkDesk platform can easily integrate with this solution and train on the local data. But not only with the local data, with the integration into different channels, they can even enhance the data training into the knowledge management resources.

So, a customer is looking for a specific input when calling an agent. With the help of interaction analysis, the platform captures everything the customer is saying in real-time. Based on the customer's input, TalkDesk, with its integrations into the LLM and generative AI, can bring out the information right in front of the agent so they can easily communicate back to the customer. This allows the agent to provide the right information at the right time.

• Automated After-Call Summaries:

Another use case is the after-call work summary. Earlier, this was done manually, but now, with generative AI, it summarizes the conversations, including action points, and provides a snapshot of the summarized conversation right in front of the system right after the call. This enhances agent productivity because they no longer have to spend time updating everything manually. It's all automated, including updating the customer relationship management system (CRM).

2. Operational Efficiency:

The second area is operational efficiency. With complete interaction analysis, TalkDesk can provide insights into the business, like:

• How agents are performing!
• What they are talking to customers about!
• What the customer is looking for, and product trends! 

This deep insight allows the business to make the right decisions at the right time.

3. Sentiment Analysis:

The third area is sentiment analysis, where AI plays a major role. It can determine whether a customer is happy or not and how the conversation is going. If a customer isn't happy with the agent's response, the platform can help channel the right agents with the relevant training to enhance their performance and better handle the customer.

These are the three major areas where AI implementation is focused, although there are other areas within the TalkDesk solution where AI is implemented.

We use the solution for calling purposes. We share our contact number on our website and marketing emails. If customers have a query about any product and would like to call the sales representatives or other representatives in the company, they can contact us through the number. Customers are automatically routed to the concerned department when they dial the number.

The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation.

The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%.

Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.

I use TalkDesk for inbound and outbound calls, managing the IVR, making executive campaigns, and quality management.

I like the simplicity of managing a flow, mostly inbound. It's the most powerful feature in TalkDesk. From the user's point of view, there's no need for a softphone or TIP phone. The solution is very seamless.

We use AI with a custom solution outside of TalkDesk.

It is very simple to learn how to use TalkDesk. If you are in a managing position, you have the academy. Within one or two days, you are trained to work as a system manager.

We use the solution for calls and call centers. My implementation was for a nonprofit that handles donations and reaches out to potential donors. They have a call center to receive calls from customers and people who want to donate over the phone.

It also supports sending text messages and includes text messaging prompts for automation, allowing people to make inquiries. Additionally, it integrates with other systems like Facebook Messenger and chatbots, which exist within TalkDesk itself and were configured for the organization's use.

The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system.

We primarily use TalkDesk for contact center purposes. Our call agents utilize it for call routing and WebRTC calls.

The platform has improved our organization by enhancing the efficiency of our contact center operations. The business team's feedback indicates that customer satisfaction has improved, and the customer journey lifecycle has seen positive impacts.

I am an IVR application developer. My company is using TalkDesk to develop an application for Ashley Furniture Homestore India, a retail shop. My company is developing TalkDesk and integrating it with Omilia. My company is using TalkDesk to connect with an agent and for all purposes, as well as to integrate with NLP and for all those that Omilia will handle. TalkDesk handles agent transfers and creates the flows.

With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it.

We use the solution for our contact center and as our telephony system.

The most valuable feature of the solution is its ease of use.

I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.

With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information.

We needed to ensure compliance with specific regulations, which agents could mention at any point during a call. These calls often lasted around thirty minutes, making it extremely time-consuming to verify compliance manually. Observe.AI, with its artificial intelligence capabilities, could analyze the calls and confirm if the necessary information was mentioned, saving us a tremendous amount of time and effort.

I have used TalkDesk for standard metrics and reports, such as tracking call activity and performance.