A better way to great customer experience starts with activily engaged employees. From forecasting and scheduling to quality and performance management agents and supervisors can work better when they have the right tool in hand from Talkdesk
Contact Centre leaders that consider employee engagement equally or more important to CX than other factors
Employees worldwide who aren't engaged in the workplace
leads to
leads to
Employeee engagement leads to better CX. Making agents a priority can have a powerful impact on the customer service experience and your bottom line.
Greater productivity
Lower attrition
Greater CSAT
Stay engaged with cistomers when "on the go" with invound and outbound calling, recording and reporting
Move seamlessly between a traditional desktop, mobile phone, tablet and even a smart watch, staying in sync on any device
Access essential contact centre and CRM information - in one mobile application - to have context and the tools you ned to provide great service
Tap into your mobile device's automation applications and voice-activated personal assistant to enable efficiency
Quick to implement and adopt - simply download and start using the device of your choosing
Exceptional customer experiences start with the right agent experiencesNew paragraph
Easily manage customer intereactions from anywhere on the desktop. Alerts eliminate the need to search through browser tabs, ensuring agent never miss a call - no matter where they're working
Save time and boost productivity by automatically logging calls and notes directly to a CRMor helpdesk solution, so agents can stay focused on the task
Display key customer data and activity, putting critical information at your agent's fingertips and paving the way for more personalised conversations
Talkdesk supports screen readers - including JAWS, NVDA and VoiceOver - and offers keyboard-only navigation for agents, equipping your employees with everything they need from the start.
We follow the internationally recognised Web Content Accessibility Guidelines (WCAG) to ensure the Talkdesk experience is intuitive and effective for any individual.
We are committed to working with you to accomodate the needs of your workforce and equip every employee with the tools they can use
Empower agents to professionally handle customer calls on any iOS or Android device. Mobile Agent has the functionality agents expect, including call controls, status settings, dispositions.
Accommodate flucuating call volumes in remote work, part-time and after-hours scenarios. Extend customer service beyond the call centre to field technicians, outside sales, or location-based workers, so every frontline employee can deliever exceptional customer experiences.
Effective, efficient service from a mobile device is easier than you think. Mobile Agent integrates with your favourite CRM applications, providing agents with quick access to customer context, pplus time-saving automations.
Mobile Agents keeps track of every conversation, so you can stay on top of key performance metrics. Reporting options are designed to help you better manage remote teams and optimise your customer experience
Talkdesk iQ's artificial intelligence provides omnichannel forecasting you can trust, with intraday surge detection, and automated, skills-based scheduling
Seamless integration with the Talkdesk platform, and an intuitive user experience that makes every process more efficient
Support for omnichannel workflows, agent training and development, remote work, and greater scheduling flexibility
Evaluate customer interactions, fill out scorecards, and add time-stamped annotations for agents to review, all from single, intuitive user interface
A combination of voice recording, agent screen recording, and omnichannel transcripts provides the context you need to holistically evaulate agents and identify areas of improvement
Track team performance trends with accessible metrics that help identify top and bottoms skills. Reinforce positive behaviour and reward progress.
Leverage the power of artificial intelligence and speech analytics to streamline the quality management process for supervisors and analysts, so they can spend more time coaching agents
QM Assistuses Speech Analytics to provide searchable call transcripts and analyse customer sentiment, making it easier than ever to identify areas of improvement
Augment or completely replaceyour manual quality management process with fully automated, AI-driven interaction scoring that's custom tailored to your unique evaulation criteria
Synchronised playback of voice and screen recordings provides the context you need to holistically evaluate customer interactions, ensure compliance, and provide detailed feedback to improve agent performance
Identify key conversational moments with a isual, waveform-based player and easily share recordings with others in the organisation
Ensure regulatory compliance by storing your recordings fully encryptedand according to your industry compliance needs
When companies bring their business communication tools together, they achieve a customer AND agent experience
of companies improved customer retention rates
Companies experienced a greater annual increase in customer profit margins
Of companies decreased agents turnover rates
Easily manage numbers, onboard users and streamline business processes through one administration interface for all your contact and telephony needs
Unify your business telephony and contact centre communications so agents can easily reach subject matter experts across the organisation to help resolve complex cases faster
Get a cloud phone system with numbers in over 100 countries and budget-friendly international calling plans. Expect industry-leading call quality and a 100% uptime SLA, no matter where in the world you are
When a complex customer question requires assistance, agents can quickly engage a subject matter expert to join the conversation nd resolve the issue then and there.
Eliminate application switching and boost agent productivity by allowing your agents to effortlessly find and collaborate with experts in your organisation from a single intereface
Provide friction-free routing brtween Zoom Phone and Talkdesk without interupting the customer experience
Connect Zoom with Talkdesk and add the power of the fastest growing cloud phone solution in the industry to Talkdesk CX Cloud and drastically improve your total cost of wnership
Ensure critical business events and relevant contact centre insight are delievered to the right employees at the right time, by automating alerts & notifications in Slack straight from Talkdesk
Provide faster answers to complex questions. Agents can seamlessly connect with other agents, supervisors, or subject matter experts - without disrupting the customer experience
Improve team performance and efficacy by monitoring live calls and silently coaching agents with messages powered through Slack
Ensure critical business events and relevant contact centre insight are delievered to the right employees at the right time, by automating alerts & notifications in Microsoft Teams straight from Talkdesk
Provide faster answers to complex questions. Agents can seamlessly connect with other agents, supervisors, or subject matter experts - without disrupting the customer experience
Actively coach agents with real customer cases and improve team performance by automatically delievering notifications in Teams of contact centre calls that didn't meet your quality stanards or weren't resolved