Customer Story: Talkdesk
Only the best vendor support will do.
About Talkdesk
Talkdesk provides cloud-based end-to-end contact center solutions for global organizations. Over 1,800 companies rely on Talkdesk for their contact center interactions, including some of the largest brands in the world. For those customers, only the best vendor support will do.
Benefits
Since working with Spearline – now part of Cyara – Talkdesk have realized a number of benefits such as:
- A customizable, brandable tool Talkdesk customers can access to self-assess connection and quality for their agents.
- Simple troubleshooting for non-technical users.
- Easy access to detailed data on issues affecting quality, including jitter, latency, data speed, devices being used, and more.
- The ability to assess and advise on the best routes and configurations for individual customers and agents, depending on location, tools, security and network settings.
In the sales and implementation phases, we’re using this qualityRTC to drive meaningful conversations with customers. We give them the data so they can take actions, and we’ll keep working with them until everything is ‘green’. From there, the expectation is that, when they do use our WebRTC contact center solution, it’s going to be a positive experience.
— Jacob Rivers, Director of Network Engineering, Talkdesk
The Challenge
Increasingly, contact centers have become dispersed. Contact center agents might work within an on-premises contact center, from home, or a mix of both. Talkdesk’s WebRTC-based solutions are called upon to support quality connections for agents working in a multitude of locations, using different browsers and equipment, and accessing networks of varying quality.
With all these variables, Talkdesk needed to be able to test and troubleshoot issues affecting agents, both for existing and potential customers.
The Solution
Talkdesk uses qualityRTC to run WebRTC connection tests from real user devices, to highlight connection or quality issues that may affect their customers’ agents.
From January to September 2022, Talkdesk used qualityRTC to perform approximately 150,000 network tests in over 124 countries.
This has been a valuable tool for them at three different stages across the life-cycle of their customers:
Presales
Works with potential customers who are moving from a brick-and-mortar facility to a cloud contact center, to highlight changes they might need to make to their network in support of the move.
Implementation
Helps assess user experience for the customer’s agents, and provide recommendations for the best network configurations.
After Going Live
As a self-service support tool that allows them to troubleshoot issues and add new agents with ease.
The tool allows Talkdesk (and their customers’ support team) to test for an agent’s connectivity to Talkdesk’s backend environment and voice gateway infrastructure. A simple green/amber/red dashboard available to the agent shows parameters like bandwidth speed, jitter and latency, allowing the agent to have an at-a-glance alert of any issues.
As a troubleshooting tool, the nice thing is the simplicity. A test takes about two to three minutes to run, and there’s nothing more the agent has to do, other than type in an email address. We provide the link that populates some of the other fields and away they go.
The detailed data is easily accessible for those that are more technical. But the visually pleasing dashboard allows the agent to have a good, clear understanding of their environment. Is everything green, or are there concerns with things that are red?
— Jacob Rivers, Director of Network Engineering, Talkdesk
Find out more from Jacob Rivers about how Talkdesk uses Spearline’s (now part of Cyara) solution in an on-demand webinar.
Find out more about Talkdesk at talkdesk.com
