941 Customers Surveyed
6,312 Data Points Collected
128 Published TechFacts
10 Published Charts
65 Published Case Studies
Talkdesk Case Study
This case study of LivingMatrix is based on a December 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service.
“We use Talkdesk for our customer support line for assistance. We are able to use Talkdesk in the US and other companies in which our customers and agents reside. Talkdesk pays attention to detail and you can see it from the moment you train on the system to the ease of use with the system and throughout customer support.”
The business challenges that led the profiled company to evaluate and ultimately select Talkdesk:
The key features and functionalities of Talkdesk that the surveyed company uses:
The surveyed company achieved the following results with Talkdesk:
Talkdesk Customer Research
Talkdesk Capabilities Most Important (during evaluation of new contact center solution)
| Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.) |
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| Ease of use |
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| Ease of customization & administration |
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| Support/Service |
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| Call quality |
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| Product feature set/functionality |
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| Value for investment |
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| Scale |
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| AI and automation capabilities |
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| Other |
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Talkdesk Case Study
This case study of a medium enterprise professional services company is based on a December 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.
“We are a BPO; we use Talkdesk for select campaigns where scale and BYOD are required.”
The business challenges that led the profiled company to evaluate and ultimately select Talkdesk:
The key features and functionalities of Talkdesk that the surveyed company uses:
The surveyed company achieved the following results with Talkdesk:
Talkdesk Customer Research
If you have implemented an AI solution in your contact center, what were the primary criteria used for the business case to justify the investment? Please feel free to add your own.
| AI solution was more cost-effective vs. adding headcount |
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| AHT (e.g., how long do agents spend on interactions, and specifically how much time is spent with the customer searching for information or putting the customer on hold while searching for information?) |
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| None, not using/planning/evaluating at the present time |
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| Self-service containment rate (e.g., how proficient is your IVR logic at resolving inquiries) |
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| Successful IVR authentication rates (e.g., how intelligent is your IVR at IDing callers?) |
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| % of misrouted calls (e.g., how accurate is your IVR at predicting intents and routing callers to the right resource?) |
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| Transfer rates (e.g., how often are agents ill-equipped to resolve an inquiry?) |
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| AI was only option to deliver solution |
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| Other |
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