Key Features

Talkdesk

• CX Cloud And Enterprise Cloud:  
  • CX Strategy and Services: Build a business case for modernizing customer experience through implementation methodology and training, adoption and support services. 
  • Employee Engagement: Elevate workforce engagement strategy with an integrated user experience for managing, training, coaching and empowering agents. 
  • Employee Collaboration: Deliver a world-class customer service by integrating all communications solutions, orchestrating talents and expertise across the company. 
  • Customer Engagement: Provide a seamless experience across phone and digital channels, so customers don’t have to repeat information. 
  • Knowledge Management: Grow, format, refine and orchestrate information in tools such as agent assist and a self-service portal. Use cognitive search to enhance users’ search queries and dig relevant information from diverse and multiple data sets to help agents resolve issues faster. 
  • Workforce Management: Combine powerful automation and AI with an intuitive user experience to optimize scheduling and staffing decisions, deliver better agent experience and reduce administrative effort. 
• Workforce Engagement:  
  • Interaction Recording: Get a complete view of every customer touchpoint with synchronized screen and voice recording, time-stamped annotation and responsive waveform playback. 
  • Conversations Mobile App: Engage with customers anywhere, any time, and deliver excellent support on the go. 
• Omnichannel Engagement: Talk with prospects on any channel, personalize each interaction, carry conversations from one channel to another, keeping the context across every channel. Take advantage of capabilities including voice engagement, outbound engagement, digital engagement, orchestration & routing, agent workspaces and mobile apps, omnichannel feedback and agent assistance. 
• Work-From-Home Enabled: Take control of a hybrid and remote workforce and mitigate the risk of a distributed workforce, including negligence, insider threats and system performance issues with Guardian. Always have a birds-eye view of the quality of the agent's connection, who is logged in and an entire history of all communication activity. 
• Flexible Deployment Options: Offer flexible deployment options via microservices-based and cloud-native architecture. Store critical data anywhere, leverage private cloud storage and maximize telephony investments. 
• Customer Experience Analytics:  
  • Interaction Analytics and Sentiments: Empower teams to support customers better by surfacing key conversation moments, sentiment, topics and discerning customer intent. 
  • Real-Time Sensors and Automation: Proactively identify client’s issues anytime and address sensitive or negative situations before they escalate. 
  • Survey and Feedback Analytics: Go from real-time feedback to resolution quickly with fast and simple surveys. 
  • Data APIs: Improve customer satisfaction rates by integrating historical and real-time call center metrics into CRM, BI systems, case management and more. 

Limitations

•  Can’t hold and transfer calls. Agents muse mute and then transfer.
•  Disconnects calls or call availability.
•  Sometimes call dispositions fail or calls drop.
•  Audio works best when connected with ethernet cable. 

Suite Support