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Analytics & Insights
Talkdesk analytics tools focus on capturing, organising and processing data to deliver actionable insights that can shape decisions towards better customer experience and efficiency
The power of CX analytics
As technology advances, it’s now possible to capture and store more information than ever before. Contact centers must invest in powerful customizable analytics tools that let them take full advantage of their data, so they can accurately track insights, measure success, make better decisions & achieve customer experience excellence.
Talkdesk analytics suite
Turn insights into results
Talkdesk analytics
Real-time dashboards to make better, faster, data-driven decisions
Business intelligence with endless customization to leverage data from every customer interaction
Competitive KPI benchmarking to recognize trends and improvement opportunities
Automated collection, transcription, and analysis of 100% of interactions with speech and text analytics
Automated feedback to capture the voice of the customer
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Turn real-time analytics into great customer service performance
Display what matters
Customize widgets and dashboards with the information and visuals that are important to your teams.
Respond in real-time
Instantly understand trends, identify inconsistencies and track metrics to make the right decisions and effectively take action.
Motivate your team
Provide a high degree of visibility at all times and make your entire team of agents performance-focused.
Automate alerts
Provide a high degree of visibility at all times and make your entire team of agents performance-focused.
Explore
Turn insights into results
Create tailor-made analytics
Create custom reports, dashboards and metrics to get the insights that matter the most to your organization.
Build custom metrics in seconds
Use custom calculations to mix and blend more that 900 metrics and dimensions to fine-tune your analytics.
Plug & play reports and dashboards
Adopt out-of-the-box reports and dashboards based on industry leading best practices to hit the ground running.
Schedule reports and dashboards
Automate distribution of reports/dashboards to individuals or teams to save time
Benchmark
See how your stats stack up
Recognize trends
Increase contextual knowledge using smart segmentation to compare key metrics against comparably sized contact centers, companies, or with others in your industry.
Uncover improvement opportunities
Use benchmark insights and recommendations to improve operations, drive results and outperform the competition.
Leverage your results
Promote your performance results internally and externally to distinguish your contact center as a market leader
Speech Analytics
Turn every conversation into customer intelligence
Drive customer-centric decision-making across the organisation
Collect and share impactful data and insights with marketing, sales and product teams to promote decisions that reflect customer needs and expectations
Promote efficiency and automation
Identify automation opppertunities and streamline processes, using speech analytics intelligentinsights to boost tools such as Talkdesk Agent Assist, Virtual Agent and other
Complete visibilty into every conversation
Take advantage of artifical intelligence capabilities to analyse 100% of interaction and surface latent oppertunities and trends
Elevate customer satisfaction
Understand customer pain points and services Pifalls to improve customer journeys
Surveys and Feedback
Turn customer feedback into customer satisfaction
Create and deploy surveys with ease
Your customer feedback program shouldn’t require a team of consultants. A streamlined interface and user-friendly tools make it easy to create and deploy new surveys to ensure you’re always tuned in to how your customers are feeling.
Improve engagement and response rates
Engage customers they spend their time and improve survey response rates. Share surveys and collect feedback on a variety of channels, from SMS to your IVR.
Analyze and act on areas of opportunity
Your customers respond to your surveys—now what? Use a real-time feedback stream to see what customers have to say and use filters to drill down into the data further.
Create happier, more loyal customers
Customers are happier and more loyal when they feel their voices are heard. Use the rich customer feedback you’ve collected paired with the customer interaction data in your contact center to make meaningful improvements to your CX programs.New paragraph
