Urswick Pemberton
Head of Customer Operations · 11-50
1 review written · 5.0 average
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Reviews by Urswick Pemberton
★★★★★
Permissions management is, honestly, the unglamorous core of running a contact centre at this scale. Five years ago I took a punt on Talkdesk when my team was eight people. Now we're pushing forty, and the admin layer has grown with us without ever becoming a mess. Roles, queues, routing profiles, ring groups, you can carve all of it up granularly without needing to file a support ticket every time an agent changes function. That matters enormously when the org chart is shifting every quarter.
What I appreciate most is that the configuration interface actually makes sense to a non-engineer. I've handed partial admin access to two team leads, trained each of them in under an hour, and they manage their own queue settings without coming to me. The audit trail is solid too, which keeps things tidy when something does go sideways. Their support has been responsive on the rare occasions I've needed it. After half a decade, I have no intention of switching.
