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Talkdesk QM (Quality Management) from Talkdesk
Purpose-built quality management solution for insurance contact centers. Includes call recording, screen recording, AI-assisted quality scoring, compliance monitoring, and targeted coaching tools. Helps insurance providers maintain high service standards while ensuring regulatory compliance.
Product analysis by function
Call Recording and Quality Monitoring Systems for Customer Service
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Call Recording Capabilities
(11 Yes /11 Known /14 Possible features)
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
Talkdesk QM supports automatic recording of all calls for quality monitoring and compliance per product description. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
Talkdesk QM allows users to manually start and stop recording for specific calls as part of on-demand quality reviews. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
Screen recording is a highlighted feature to pair desktop activity with call recording for comprehensive QA. | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
Talkdesk supports omnichannel recording including voice and digital channels, based on suite features. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
No information available | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Recording search by agent, date, and metadata is a documented feature for Talkdesk QM. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Annotations and tagging are supported for recordings in the evaluation process. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selective recording rules are programmable, as per platform documentation (VIPs, specific triggers). | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Live call monitoring for supervisors is highlighted as a QM and WFM feature. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Talkdesk allows authorized users to download call and screen recordings for review/export. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
No information available | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Talkdesk follows industry security, mentions recording encryption at rest and in transit. | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Talkdesk integrates with multiple PBX and telephony systems (VoIP, SIP, legacy PBX, etc.). |
Quality Monitoring & Assessment Tools
(11 Yes /11 Known /15 Possible features)
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Scorecards are fully customizable in QM for agent evaluation. | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
AI-driven quality scoring is a signature feature, including sentiment, emotion and compliance detection. | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
No information available | |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
Real-time feedback for agents appears in supervisor tools and agent dashboards. | |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
No information available | |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
Quality trends and analytics dashboards are part of the product's core reporting and analytics. | |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
QM provides sampling logic for targeted auditing and QA review workflow. | |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
QM describes task assignment/approval workflow as part of evaluation flow. | |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
Agents have self-evaluation options through the Talkdesk QM agent portal. | |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
No information available | |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
Integration with 3rd party LMS and e-learning is offered. | |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
Coaching assignments are directly linkable from call review/quality scores. | |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
Trend analysis provided within analytics suite. | |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
Talkdesk supports multi-language assessment tools for global operations. | |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
No information available |
Compliance & Data Protection
(12 Yes /12 Known /13 Possible features)
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
Talkdesk advertises GDPR compliance for all EU/EEA deployments. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
PCI compliance is included for payments handled in Talkdesk telephony flows. | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
HIPAA compliance is referenced for US healthcare/insurance customers. | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Data masking/redaction built-in for sensitive data protection during recording and analytics. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Audit log of all accesses and edits to recordings is included for compliance. | |
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Consent Management Captures and manages explicit customer consent for recording. |
Consent management included in telephony flows for customer compliance. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Policy-based retention rules are configurable in storage/compliance settings. | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold supported for litigation needs (recordings flagged to prevent deletion). | |
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User Access Controls Role-based permissions for system and recording access. |
Role-based user access controls throughout the permissions model. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
No information available | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
Talkdesk encrypts all recordings both at rest and during transfer. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Compliance reporting tools included with real-time dashboards and notifications. | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Secure deletion of data after retention period, as outlined in compliance documentation. |
Integration & Interoperability
(8 Yes /8 Known /9 Possible features)
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
CRM integration is available for Salesforce, MS Dynamics, and integrations marketplace. | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
Integration with workforce management tools is documented, including forecasting/scheduling. | |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
Open REST API and SDK available for data extraction and workflow automation. | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
BI/reporting tool integration is standard for Talkdesk Analytics and 3rd-party platforms. | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Single Sign-On (SSO) supported via SAML and corporate credential federations. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Integrates out of the box with leading contact center telecom platforms. | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Compatible with AWS, Azure, GCP public clouds for hosting/archiving. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Omnichannel features allow chat and email interactions to be recorded and reviewed. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
No information available |
Reporting & Analytics
(10 Yes /10 Known /10 Possible features)
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Pre-built reports for most KPIs and metrics come as part of Talkdesk Analytics. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Custom report builder is included for deeper analysis requirements. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time analytics dashboards are part of the main Quality Management user interface. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics and AI-based keyword/intent analysis is a marketed core feature. | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Text analytics supported for chat/email channels in omnichannel recording. | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Trend visualization graphs populate dashboards and reports. | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Export to common formats (csv, xls, pdf) is available from all analytics/reporting screens. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Reporting can be scheduled for automated delivery. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
KPIs are fully configurable in dashboard reporting. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
Alerting via thresholds/violations is part of compliance/analytics feature set. |
User Management & Accessibility
(8 Yes /8 Known /8 Possible features)
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access governs what each user type can see/do throughout the product. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
Supports multi-tenancy for BPOs and groups with multiple lines of business. | |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
Accessibility features available and WCAG conformance claimed. | |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Agent and supervisor self-service portals are available, supporting self-managed searches/settings. | |
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Audit Trails Tracks user access and actions throughout the application. |
Application uses audit trails/logs throughout for compliance and QA. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
UI supports multiple languages for global teams. | |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Mobile access supported via Talkdesk mobile app and responsive web portal. | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
Automated user provisioning (SCIM, LDAP, AD integrations) described in technical documentation. |
Scalability & Performance
(3 Yes /3 Known /7 Possible features)
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Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
High-availability features provided in cloud-native architecture with failover support. | |
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Load Balancing Support Balances workload across system resources for peak traffic. |
Load balancing for cloud and hybrid deployments is described in hosting documentation. | |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Elastic scaling is inherent in Talkdesk's cloud-native platform. | |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
Training & Coaching Facilitation
(7 Yes /7 Known /7 Possible features)
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
Automated training assignments can be triggered following failed assessments. | |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
Scheduling of coaching sessions within the platform is included in supervisor tools. | |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
Call snippet bookmarking is available for QA and coaching workflows. | |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
Integrated knowledge base/references available to agents in-app. | |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
Performance goal tracking configurable for individual/team objectives in the platform. | |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
Peer comparison dashboards are part of analytics suite. | |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
Feedback cycle on coaching effectiveness supported in analytics and coaching tools. |
Deployment & Hosting Options
(7 Yes /7 Known /7 Possible features)
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On-Premise Deployment Available as locally installed software within the corporate network. |
Cloud and on-prem deployment options are both available with Talkdesk. | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Public cloud multi-tenant managed service is Talkdesk's primary deployment model. | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Private/dedicated cloud deployment options are offered for insurance clients needing greater isolation. | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Hybrid deployment architecture available per documentation. | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery and failover are documented in Talkdesk's cloud architecture. | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
Talkdesk allows regional data selection, critical for compliance-sensitive clients. | |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
Multi-region redundancy provided for all cloud deployments. |
Usability & Interface
(7 Yes /7 Known /7 Possible features)
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Talkdesk's UI is web-based and designed for modern usability. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Dashboards are customizable as advertised for both agents and supervisors. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
QM supports stepwise guided quality and coaching workflows. | |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
Bulk actions such as bulk assignments and reviews are supported for efficiency. | |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
Contextual help and tooltips are a standard part of the Talkdesk UI. | |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
Separate agent/supervisor modes for tailored interface and permissions. | |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
Instant search bar present for agents/supervisors in the main UI. |
Support & Vendor Services
(7 Yes /7 Known /7 Possible features)
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24x7 Support Availability Customer support accessible around the clock. |
24x7 support available as part of premium/business plans. | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
Dedicated account managers available on enterprise plans. | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
Vendor-led onboarding and training included in enterprise onboarding bundles. | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
User community resources and knowledge forums are part of Talkdesk customer support. | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
SLAs offered and described, including uptime commitments. | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Regular (quarterly/monthly) feature updates announced as part of cloud service. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
Professional services available for deployments, integrations, and best practice consulting. |
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