Name: Calldesk
Price: 50000 USD
Author: Calldesk

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Software Configuration Management

WebOps

Development

Higher Education

Education

Business Intelligence (BI)

Collaboration

File Sharing

Streaming Analytics

Visual Collaboration

VoIP

Enterprise

Accounting

Payment Orchestration

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Engagement

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Bug Bounty

C/C++ Integrated Development Environments

Cloud Storage

Data Recovery Service

Database Management

Enterprise Architecture Management

Fraud Detection

Hadoop-Related

High Availability Cluster

Identity Governance and Administration

Integration Platform as a Service (iPaaS)

IoT Security

MLOps

Network Performance Monitoring

Network Virtualization

Non-Relational Databases

Process Mining

Session Border Controllers

Threat Hunting

Web Access Management

Web Portal

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Customer Reference Management

Demand Generation

Email Marketing

Email Testing

Local Listing Management

Marketing Automation

Personalization Engines

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video

Web Analytics

Marketing

Project Management

Prototyping

Professional Services

Conversation Intelligence

Customer Relationship Management (CRM)

Multichannel Retail

Sales

Insurance Underwriting and Rating

Library Management

Medical Billing

Military and Defense

Moving Software

OSS/BSS (Operations Support/Business Support)

Vertical-Specific

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calldesk is an AI-powered voice agent solution designed to automate repetitive calls in customer service. According to the vendor, it is specifically developed to cater to businesses of all sizes, making it suitable for small startups as well as large enterprises. Professionals in customer service, contact center management, customer experience management, call center operations, and telecommunication companies can benefit from the automation capabilities of calldesk.

## Key Features

**Automate repetitive calls**: According to the vendor, calldesk can automate low-value-added tasks in customer service, handling simple requests without involving human agents and reducing the need for agent intervention in customer issues.

**Increase productivity**: The vendor claims that calldesk can free up your team's time for high-touch interactions, potentially saving thousands of work hours by automating repetitive tasks and improving work well-being.

**Improve customer satisfaction**: According to the vendor, calldesk enables you to deliver 24/7 service with no queue time, providing immediate assistance and developing self-service options over the phone channel to increase customer satisfaction.

**Handle call spikes**: The vendor states that calldesk can easily absorb call spikes with voice agents, allowing you to handle overflow 24/7 without the need for additional agents and ensuring availability even during high call volumes.

**Smooth conversations in natural language**: According to the vendor, calldesk helps build smooth conversations with voice agents in natural language, understanding caller intent before they finish speaking and enabling routing that is as natural as talking with voice agents.

**Caller identification**: The vendor claims that calldesk can instantly match every caller with your database, retrieving caller's contact information for faster access to customer accounts and enabling smooth routing through natural language without pressing numbers.

**Natural language IVR**: According to the vendor, calldesk can identify call reasons in a few seconds without using number combinations, forwarding callers to the appropriate service with natural language understanding, and eliminating the need for callers to navigate through complex IVR menus.

**Demand prequalification**: The vendor states that calldesk can gather key data on every demand before transferring it to human agents, potentially reducing average handling time by pre-filling context for agents and improving efficiency in handling customer inquiries.

**FAQ by phone**: According to the vendor, calldesk can answer frequently asked questions without agent intervention, vocalizing answers to simple recurring questions without caller queue time, and providing immediate assistance to callers with commonly asked questions.

**Appointment taking**: The vendor claims that calldesk can automatically set up sales meetings, home interventions, or calls with agents, enabling customers to schedule appointments without agent involvement and streamlining the appointment booking process for increased efficiency.

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Calldesk

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Calldesk

Overview

What is Calldesk?