Talkdesk is an on-demand, cloud-based call center software that is built with distributed systems engineering practices using Amazon Web Services. Talkdesk has geographically distributed data centers and invests in redundancy on every level to eliminate single point of failure. The database that serves as our point of authority is replicated on the fly in several instances and data is also backed up into cold storage daily, weekly and monthly. Taken together, Talkdesk offers maximum reliability and availability to our customers.
Talkdesk leverages Global Low Latency (GLL) architecture to optimize call quality. GLL ensures that each call travels the most direct route through regional communication nodes. This results in fewer dropped packets, less jitter and minimal delay in the time a word is spoken and heard by the listener. The upshot is clear call quality, no matter where a call begins and ends.
Talkdesk uses the leading and most resilient cloud telecom provider to power our browser-based communications. In the event that our primary telecommunications provider experiences any issues, we enable our Browser Communications Backup Plan (BCBP) to ensure that our customers do not experience downtime or issues with call quality.
With our comprehensive disaster recovery program, Talkdesk has taken every step to avoid being impacted by an unfortunate event. We maintain a robust technical environment, segregate data in multi-tenant systems and have a 24/7 Infrastructure and Operations team to oversee our automated backup plan should an unforeseen event occur. Taken together, our disaster recovery program ensures that in the event of an emergency, you’ll be able to continue to serve your customers.
Talkdesk maintains a status page that is updated in real time and accessible 24 hours a day, seven days a week. In the unlikely event that an issue occurs, we will keep our customers informed with relevant information and provide an accurate estimate for when the issue will be resolved. For every incident, we share a detailed post mortem with root cause analysis and next steps to mitigate the impact of similar issues, should they occur in the future.
With our Talkdesk Reliability Infrastructure, comprehensive disaster recovery plan and browser communications backup plan, Talkdesk customers benefit from 99.99% uptime. Additionally, we provide our enterprise customers with an SLA to increase their peace of mind and provide assurance that they will never miss an opportunity to connect with their callers.
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