Talkdesk Combines Enterprise Performance With Consumer Simplicity
Talkdesk Contact Center Software
We're Innovating Fast so You Can Deliver More
Customers expect more from contact centers today. Keeping pace requires experience innovation. Talkdesk is a new kind of cloud contact center that allows you to easily adapt to the evolving needs of your customers, resulting in increased productivity, higher cost savings and better customer experience.
Be more productive with a sophisticated contact center that's also easy to use. Talkdesk is loaded with advanced features that are strikingly simple and save time. For example, Talkdesk Agent requires virtually no training and allows team members to view caller information without switching between tabs.
Connect your teams to the unique tools they use every day, while you maintain global visibility of the entire contact center. 30+ out-of-the-box CRM / helpdesk integrations and a full suite of APIs allow you to maximize every customer interaction with quick access to the right contextual information. Comprehensive real-time reporting and predictive analytics ensure you stay on top of performance, no matter where your teams are located.
Design the best contact center for your unique needs no coding skills or certifications needed. Quickly perform administrative tasks, such as designing IVRs, configuring routing flows and adding agents, with clicks not code. Extend your solution with one-click integrations to popular and innovative business applications on AppConnect, the first enterprise contact center app store. Scale as your business needs change with Talkdesk's flexible cloud solution.
Talkdesk IQ mines billions of interactions to infuse the power of AI into every element of Talkdesk, driving higher efficiency, reducing costs, and fueling intelligent customer engagements. Talkdesk IQ is AI so simple, all you see is results.
Connect to your customer with crystal-clear voice quality, unmatched reliability and personalization that reflects your brand
Deliver a Superior Customer Experience
Maximize caller satisfaction with exceptional call quality, intelligent routing and customizable voice features. Talkdesk Agent consolidates all call functionality into one place to empower reps and boost productivity.
Enjoy Maximum Reliability and Global Call Quality
Empower reps to have more effective conversations by taking advantage of Talkdesk's industry-leading call quality and reliability. With state-of-the-art Global Low Latency architecture, callers and reps will always have crystal-clear conversations. The result is an industry-leading 4.22 MOS score. Talkdesk is the first and only contact center provider to offer a 100% uptime service level agreement.
Empower Admins with Flexible and Powerful ACD and IVR
Route inbound calls to agents based on caller data, IVR selection, business hours and agent skills to optimize each caller's experience. Easily configure your multi-level IVR to ensure that every interaction is routed to the right agent, team or department.
Design Call Flows With Ease
Empower your frontline administrators with Talkdesk Studio a self-service visual flow designer that enables you to implement routing flows simply and without the need for coding.
Workforce Engagement Management
Create an Engaged Workforce That Drives CX
Workforce Management - Powered by Talkdesk iQ
Actively engaged employees are a critical component of a great customer experience. From forecasting and scheduling to quality and performance management, agents and supervisors can do their best work when they have the right tools in hand.
Talkdesk Workforce Management supercharges agent engagement and adherence while reducing the effort to create and manage forecasts and schedules.
Provide proactive coaching to improve agent performance and increase customer satisfaction. Leverage intelligent monitoring and reporting features for a complete view of customer happiness and agent effectiveness.
Track employee engagement and performance with intelligent dashboards. Gamify contact center KPIs and training. Automate team challenges to promote peer recognition and higher agent satisfaction.
Reporting & Analytics
Turn insight into action with powerful real-time and historical reporting and game-changing benchmarking tools
Monitor and optimize your team's performance with comprehensive real-time reporting and customizable API-based dashboards and wallboards. Talkdesk Live displays the metrics that matter to the success of your team. A range of prebuilt reports helps quickly surface trends so you can take immediate action to impact the customer experience.
Powered by Talkdesk iQ - Make Informed Decisions Using All Available Data
Use data from any channel or device and from any point within the customer journey. Talkdesk Explore is a historical reporting and business analytics tool that provides quick access to large volumes of data. It features flexible filtering, scheduling, and customization options for a 360o view of contact center performance.
Gain new insights about caller sentiment and intent with advanced speech analytics and keyword detection. Use data from granular reports to drive operational strategy, customer service, and quality management.
Talkdesk Omnichannel is an all-in-one digital customer engagement solution that includes communication channels like popular messaging apps, SMS, social, surveys and chatbots.
Engage with Customers in Their Preferred Channel
Offer customers convenient ways to contact your business, and maintain a consistently high level of quality regardless of channel.
Engage across all major digital messaging platforms, including SMS, email, chat, WhatsApp, Facebook and many more
Use live Web Chat to communicate with your customers in real-time to increase first contact resolution
Automatically route social media posts as an inbound contact and prioritize for immediate resolution
Build a customized chatbot or integrate with an existing one. Deflect common questions with 24/7 self-service.
Intelligent Routing and Escalation in One Easy Interface
Service customer needs on any communication channel and move seamlessly from one channel to another within a single interaction.
Empower your agents to handle customer requests from a variety of digital channels from a single, intuitive interface
Leverage flexible pull, push, skills-based or team-based routing models
Allow your agents to manage complex issues by staying in lane, elevate or forward