Ameyo by Exotel vs. Talkdesk

• Scalable , It is scalable platform that can handle large number of call volume without compromising performance, making it deal for large businesses with high call volumes, due to this it is perfect for our businesses which demands customer support .
• It support for multiple time zones and language , it is therefore perfect for companies with global presence.
• It offers a range of features, including omnichannel support, automated customer service and AI-powered customer service, that can assist businesses in managing complex customer support requirement.
• Features like data encryption and auditing , that can assist in adhering to industrial regulations.

Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.

Incentivized

• Calls are connected faster
• Clear sound
• Lots of disposition options

• Receives calls immediately and connects well.
• Making outbound calls and having Talkdesk display the name associated with the number.
• Aux on break, lunch, or meeting, and it stays as it is and does not change status on its own.
• Being able to check on colleagues on whether they are available.
• Able to track your work for the day, the amount of calls you made and received.
• Being able to check your Daily and monthly score from QA.

Incentivized

• Inter campaigns call transfer feature which currently is not possible
• Interface in Agent login to monitor and keep track of their own break and login times.
• Ameyo’s wide feature set can make onboarding challenging. Offering enhanced training materials, interactive tutorials, and a more structured onboarding process could make adoption easier for new users.

Incentivized

• From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
• Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
• We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
• Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
• Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.

Incentivized

Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.

Incentivized

As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.

Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.

Incentivized

Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.

I give this system a full 10/10 once you refresh or troubleshoot you do not wait for too long to use it . It easy like ABC . I honestly recommend this system, even when you check the QA score card, you do not have to wait that long; you just click on the notification bell and view your score card.

Customer support also needs to improve for Ameyo. I am not saying it's bad however they need to support the users by customizing the reports as per the requirement of the user. They usually try to refer the user to videos or articles whereas the service for Avaya is that they show you a demo and not only that they customize the reports as per the business requirement

If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.

The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.

Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.

Incentivized

Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc

Incentivized

Avaya is very very good software. Most of the BPOs Contact Center's use them. They are very easy to use and don't use too much data also. Also, their user interface is very easy, especially for people who are not technically sound. The reports can be customized according to one's choice. I will recommend Ameyo's technical team look into it.

Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.

Incentivized

We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success

Incentivized

• Increased customer satisfaction , it assisted us in raising our customer satisfaction ratings by giving us the resources we require to quickly and effectively address customer issues.
• Reduced call handling time, It's automated features have made it possible for us to handle more calls more quickly which has decreased customer wait times.
• Better understanding of customer support performance, its reporting and analytics tool have improved our understanding of quality of our customer support, this knowledge has assisted us in identifying areas for improvement.

• Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
• Increase in quality audit scores through weekly reviews by this tool.
• Employee morale and company survey as agents are not stressing with the easy use of this tool.
• Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.

Incentivized