Talkdesk vs. Verint CX Automation

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

Well suited for advocate process streamlining - being able to assist advocate/agents with processes and guidelines. Also able to deliver automated work vs manual to assist with call. We need to enhance the back end data to support integration with other bots and data acknowledgment. I have found the tools we are building very helpful to agents/advocates, but to create an output based on these tool to monitor behavior has ben challenging

Incentivized

• 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

• Their IVA product is great. No-code and best reps.
• They document EVERYTHING! There is a ton of knowledge to get info from
• The customization is great!

Incentivized

• 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

• As someone who learned WFM and Verint CX Automation early this year the UI menus (how and where things are broken down) is not intuitive.
• Verint CX Automation can be a great resource but it's difficult to navigate and bookmarked pages get moved. For example the "What's New" page and corresponding Coming Soon in WFM and behavior changes pages have been moved twice in the last few months alone.
• The security privileges are also not very user friendly. When trying to trouble shoot what additional access needs ot be given to someone to gain access to a specific feature in the system it's not intuitive.
• Your release notes have changed sections and are not consistently published in the same place for availability. This inhibits our organization from reviewing them in advance and preparing for any changes or bug fixes we were unaware of and to setup our lab for testing.

Incentivized

Talkdesk is an enterprise grade solution for telephony service. Zendesk eould be the only other option in terms of solutions I have implemented and seen in practice. It is easy for business users to learn how to use talkdesk and develop call routing paths dependong on the nature of the customer's request

Incentivized

It's good for monitoring and quality checking. Overall, I'm happy with Talk Desk. Call quality is great, recordings are high quality, and playback has no issues. Administrator features are well-designed. Talkdesk is a great platform for our Customer support. It has many features and is an omnichannel platform. I like the IVR design the most; it has a lot of functionality to customise interactions between agents and customers.

Incentivized

Based on my personal experience and the experience I have seen and heard from others in the industry. While I cannot disclose specific details on my personal experience, I feel like most who have used it have benefitted from its usability

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.

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

Call recordings, quality assessments, feedback, coaching, and monitoring, the call flow is effortless and painless, changing statuses from after-call work is updated to be qued so you cannot change after aftercall work is finished, shows you the company metrics, SLA, abandonment, number of calls taken and record occupancy for you and the team. Many more features make Talkdesk an innovative software compared to its competitors.

Incentivized

We have the five9 version of Verint CX Automation which took the place of Business IC Manager. The ease of use and real time coaching capabilities have been instrumental to give immediate coaching and understanding what our customer agents are doing at any given time. The canned reporting and transcription could improve.

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

• Better reporting than we had with the previous system. Better metrics = better analytics.
• WFM and QA being modules within the tool have improved how we manage agent performance, which has let to improvements in overall quality.
• Has been a key component as we continue to mature the service desk organization.

Incentivized

• We originally had to add more staff to support our move to Verint CX Automation. The gains we've made by leveraging some of Verint CX Automation's features to automate some of the manual work ours schedulers are doing has only helped to try to balance the increase staffing out.

Incentivized