Share your experience using Focus Contact Center

The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a contact center needs.

we are about to implement now 

The most useful features are the omnichannel experience and the customer journey on the self-service widget.

If a customer contacts the call center today by calling and tomorrow by emailing, the staff handling the email will be able to see that the customer called yesterday. All interactions are linked. It allows the staff to understand the customer's experience, enabling them to serve the customer proactively.

The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud. 

I have been working with Avaya for four years.

It is a stable product. We had a heavy rainy season, and all the systems remained stable and did not disconnect.

I rate the stability a ten.

We have around 150 Avaya IX Contact Center users in our organization. I rate the scalability as an eight.

The technical support services are good. 

Positive

We were using Cisco before. Avaya offers many features that Cisco does not have. 

The initial setup was easy. I rate the process an eight. 

It took one to one and a half years to complete. It was a huge transformation project, integrating all systems with our CRM system, website, mobile app, and chatbot.

The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service.

We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification.

I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features.

I rate it a nine. 

My main use case for TalkDesk is to evaluate calls and communicate feedback to employees regarding their performance. I also use it to track agent productivity and their status. TalkDesk helps us address productivity issues. We have a live view of everything and can address it simultaneously. I can also track performance feedback through the evaluation forms.

In addition to that, I also use TalkDesk to track customer interaction and satisfaction and to report on the business performance.

A specific example of how I use TalkDesk to communicate feedback or track productivity is that it serves as our main telephone system. We eliminated Cisco, which was much more expensive compared to TalkDesk. It is our main telephone system for our inbound contact center that handles technical support for our organization. I was looking for a flexible and cost-effective platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which TalkDesk provided. In the future, I am looking to layer in AI components such as autonomous agents and automated QA, and I am currently exploring this option.

The best features that TalkDesk offers include live tracking of agent productivity, reporting of agent evaluations, and text analyzing calls agents have taken.

Out of the features such as live tracking, agent evaluation reporting, and text analysis of calls, all the features that I mentioned are great, as well as the enabled AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.

I also love the user interface of TalkDesk. It is very easy to customize and navigate, and also very user-friendly. This makes TalkDesk one of the easiest tools to use. Additionally, the customer support has been very proactive and responsive 24/7. They help all the new users or generally anyone who has a question about TalkDesk, and they are able to resolve any issue on time.

TalkDesk can be improved by providing real-time alerts into Slack or email besides the new tool within Live, which requires the dashboard to be opened. Also, I have had an issue with the accuracy of invoices that I think are fixed, but then tend to reappear. Additionally, the reporting can take a long time to load.

TalkDesk can have room for improvement if I could join Academy from the comfort of my home or while working remotely. That would be great.

It could be better if TalkDesk could notify whenever I need to aux.

I have been using TalkDesk for the past six to seven years.

TalkDesk is very stable; I have not experienced any lagging or downtime. So far, everything has been performing well.

TalkDesk's scalability is great for business as it is very scalable.

The customer support is very proactive and helpful 24/7. They have been really good, especially when I have an issue and I reach out to them; they are quick to respond and have a solution for me.

Before, I was using a tool called Ring.

TalkDesk is deployed in my organization using a hybrid cloud.

I purchased TalkDesk through the AWS Marketplace.

I have seen a return on investment as efficiency increased when I did not have as many programs open at once, recording got better in conversations, and tracking became better in conversation.

According to my experience and my organization's use, TalkDesk has been very cost-effective and affordable. Also, the setup has been very seamless and easy, especially when the user is able to go through the smooth learning curve. The support guides them through, and the setup becomes very easy and seamless.

Before choosing TalkDesk, I evaluated other options including HubSpot CRM.

Efficiency has increased since TalkDesk was implemented. Call volume is balanced and employees are more productive. Call abandonment rates have been reduced dramatically. It is also very easy to use and very straightforward.

TalkDesk has positively impacted my organization because it has been very helpful since I started using this tool; it has increased quality assurance scores, improved customer experience and trust in pilot reviews, improved training material, improved call handling time, and increased quality evaluation.

My advice for others looking into using TalkDesk is that it is very good for medium to large organizations that need customer ability and many features. It is also one of the best tools for customer satisfaction and call centers. TalkDesk is very cost-effective and very easy to use.

TalkDesk is very user-friendly and easy to navigate. Call dispositioning has been streamlined very well to accommodate CRM profiles. Call alerts are very useful and efficient, which helps us avoid any missed calls or interactions. Call evaluation data has been stored accurately and updates in real-time, also providing access to quality evaluation data.

I would rate TalkDesk an eight out of ten according to my user experience.