Reminder: Product Notice - End of Life: Callbar & Legacy Agent Tabs (Calls, Contacts, Voicemails)

This is a reminder of the Notice, originally published on February 21, 2022. 

As of March 1, 2023, Callbar and Legacy Agent Tabs (Calls, Contacts, Voicemails) reached End of Support (EOS). This means that only severe issues will be addressed. Please keep in mind that the End of Life (EOL) date for Callbar and Legacy Agent Tabs will be September 1, 2023.

 

Why are Callbar and the Legacy Agent Tabs being deprecated?

Talkdesk Agent Workspace became Generally Available on September 23, 2021, and represents a substantial improvement compared to the classic Talkdesk agent experience - Callbar and the Legacy Agent Tabs - empowering you and your team to work more efficiently and effectively.

To support your upgrade to Talkdesk Agent Workspace and continue providing you with the most advanced and cutting-edge technology, we are shifting our investment away from the Talkdesk classic agent experience.

 

What is the impact of this change?

With Talkdesk Agent Workspace, comes the EOL of the classic Talkdesk agent experience - Callbar and the Legacy Agent Tabs - on September 1, 2023. 

You may continue to use the classic Talkdesk agent experience until the EOL date. However, as of the EOS (March 1, 2023), Talkdesk is no longer providing fixes or enhancements to these products. Only severe usability issues will be addressed. 

Upon the EOL date, Talkdesk will no longer provide service or support, and the applications will be removed from access.

 

What action is required?

In order to be able to continue using the same functionalities that you currently have access to in Callbar and the Legacy Agent Tabs, you will need to upgrade to Talkdesk Agent Workspace.

The upgrade process is straightforward and fully self-service, to provide you with maximum flexibility. 

We recommend that you leverage the resources linked below to fully understand the upgrade process and plan your strategy accordingly.

 

What is included with this upgrade?

Talkdesk Agent Workspace is accessible from anywhere, strikingly intuitive to use, and designed to deliver personalized customer experiences that build loyalty and drive revenue.

Talkdesk Agent Workspace is a significant enhancement over the classic Talkdesk agent experience. All the tools and data your agents need to quickly resolve customer issues are unified in a “single pane of glass,” providing streamlined workflows and rich customer context across the entire customer journey.

Talkdesk Conversations, Activities, Voicemails, and Contacts are the core components of the Agent Workspace, but any Talkdesk, third-party, or internal application can be easily extended into Talkdesk Workspace as a card or a tab to create the ideal interface for your organization.

 

Are there more resources to help?

Yes, we have created many resources you can explore on our Upgrade Toolkit website. Of the available resources, these are the most requested:

If you have any questions, reach out to your Customer Success Manager or customersuccess@talkdesk.com to discuss the upgrade process in more detail.

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