Talkdesk® is a global customer experience provider for customer-obsessed companies. Their contact center solution provides a way for businesses and customers to engage with one another. Talkdesk's goal is to support businesses everywhere to deliver better customer experiences through any channel, and drive higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud™ is an end-to-end customer experience solution that aims to combine enterprise scale with consumer simplicity. Talkdesk boasts 1,800 companies around the world, including IBM, Acxiom, Trivago, and Fujitsu as partners with Talkdesk who deliver a better way to great customer experience.
Contact Center Software Features
Supported: Agent dashboard
Supported: Validate callers
Supported: Outbound response
Supported: Call forwarding
Supported: Click-to-call (CTC)
Supported: Warm transfer
Supported: Predictive dialing
Supported: Interactive voice response
Supported: REST APIs
Supported: Call scripts
Supported: Call tracking
Supported: Multichannel integration
Supported: CRM software integration
Supported: Automatic speech recognition (ASR)
Supported: Natural language processing for IVR
Supported: Communications forecasting
Workforce Optimization (WFO) Features
Supported: Inbound call routing
Supported: Omnichannel inbound routing
Supported: Quality management
Supported: Call analytics
Supported: Historical reporting
Supported: Live reporting
Supported: Customer surveys
Supported: Customer interaction analytics
Omnichannel support Features
Supported: Voice (phone)
Supported: Video channel
Supported: Live chat channel
Supported: Social media channels
Supported: Mobile applications
Predictive Analytics Features
Supported: Intelligent call routing
Supported: AI assistance for live agents
Talkdesk provides a better way for organizations to unlock the promise and potential of great customer experience.
Experience. A better way.
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
Talkdesk understand customer intent and emotions, automates call quality monitoring and improves agent performance. It provides a channel-agnostic interface for agents to engage with customers seamlessly and see all their previous interactions across all channels to close cases faster. It reduces the call centers average cost per case and improves upsell opportunities.
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.