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Talkdesk AppConnect: Installing TalkIQ

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TalkIQ is now available for installation! Here's a little information about TalkIQ:

TalkIQ is AI, natural language processing, and speech recognition to capture customer conversations and make them accessible and useful for every person within an organization. Every conversation matters, and customer voice data presents a huge opportunity for companies to better understand their customer needs. We deliver these critical insights about customers to sales, marketing, account management, and support teams - in real time, as calls happen. We’re able to understand the context of and sentiment within calls, and make recommendations and predictions so companies can better run their business. That’s a lot, and we internally coined a term to make it easier to talk about: customer voice management, which you can think of as customer relationship management (CRM) for voice.

For more information, please see their AppConnect listing.

 

Installation:

Users with permission to install apps can click "Install" from the AppConnect listing page. This will launch an installation wizard within Talkdesk. Please note that apps are installed for the account.

All users with the default Admin role have the ability to install apps. We recommend installing the app for all Admins so they can also launch and manage the app. Otherwise, you may want to create a separate "AppConnect Admin" role if you want to restrict this capability.

During the installation flow, select which users you'd like to be able to access the TalkIQ app.

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Data Access:

When you install TalkIQ, it will grant TalkIQ access to process all call recordings in your account. As a result, any user who can access the app will be able to analyze any call.

Note: TalkIQ only has read access to your data.

 

Application Access:

TalkIQ has a single experience for all users. When you launch the app, you will be able to complete some information about your user profile to help customize the information that you see inside the app.

By default, any user with the default Admin or Supervisor role will be able to launch the TalkIQ app once it is installed for those users. For users with an Agent or custom role, please ensure that the AppConnect permission is enabled from Admin > Roles so that the My Apps dropdown is visible to launch apps.

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Uninstall:

To uninstall TalkIQ for specific users, hover over the app in the My Apps dropdown to surface the settings management icon:

TalkIQ_Settings.png

From there, simply deselect the users whose access you want to revoke:

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To uninstall TalkIQ for the entire account, click the ‘Uninstall app’ icon at the bottom left.

Note:  The application will be uninstalled for all users and any data or configuration will be deleted. This action cannot be undone!

 

Billing:

All applications come with a free 30 day trial and, should you choose to purchase, will continue month-to-month without any contract. App purchases will show up as an additional line item on your Talkdesk invoice.

 

 

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