Talkdesk

Voice Engagement

• Maximize caller satisfaction with exceptional call quality, intelligent routing, and customizable voice features.

Digital Engagement

• Reach and respond to your customers using their preferred communication channel.

Orchestration and Routing

• Orchestrate your customer’s journey and experience with Talkdesk Studio™, a visual routing designer that enables non-technical stakeholders to create effortless customer journeys with clicks, not code and a powerful routing engine that gets your customers to the right resource the first time.

Proactive Outbound Engagement

• A suite of applications including outbound dialing (predictive dialing, preview dialing, power dialing), plus automated voice and SMS notifications.

AI-based Agent Assistance

• Deliver great customer experiences every time by empowering your agents with Talkdesk Agent Assist, a personalized AI-powered assistant that listens, learns, and assists in every conversation.

Talkdesk Feedback

• Easily create and deploy surveys on any channel to capture, analyze, and act on customer feedback.

Quality Management

• Improve agent performance and elevate your customer experience with holistic evaluations and actionable feedback.

Agent Assist

• Agent Assist™ uses AI to help agents with intelligent guidance, recommending the next best actions to quickly resolve complex customer issues.

Call Recording

• Get the insights and accountability your contact center needs with encrypted voice and screen recording.

Employee Collaboration

• Extend customer service beyond the contact center to improve customer experiences.

Agent Workspace

• Empower agents to efficiently deliver exceptional customer experiences with an intuitive, unified agent workspace.

Virtual Agent

• Talkdesk Virtual Agent instantly responds to every customer query at any time of the day using conversational AI technology. Drive better customer engagement with a two-way natural dialogue on voice and digital chat channels, with multiple language support.

Self-Service Portal

• Boost customer self-service with a fully customizable self-service knowledge portal — powered by Talkdesk Knowledge Management™ — that connects customers with the information they need faster and more effectively.

AI Trainer

• Allow non-technical customer service staff to easily apply their practical expertise to continuously improve AI models powering automations in the contact center. Successfully resolve more cases through automation and improve accuracy, increasing customer satisfaction and decreasing the cost per case.

Design the Virtual Agent conversations

• Drag and drop tool that makes it easier and accessible for all users to build and manage the Virtual Agent conversation flows.

Interaction Analytics and Sentiment

• Surface key conversation moments, topics, sentiments, and discern customer intent to empower your teams to take the next best action towards a better customer experience.

Real-Time Sensors and Automation

• Proactively identify customer issues 24/7 and address negative situations before they escalate.

Real-Time Dashboards

• Open a window into your contact center with real-time dashboards and reporting that drive better business outcomes.

Benchmark Data

• Benchmark your contact center against industry peers to help identify areas for savings and quality improvement.

Data APIs

• Improve customer experience by integrating real-time and historical contact center metrics into your BI systems, CRM, case management, and more.

Integrated solution

• Bring tools and people together to deliver better customer experiences. Talkdesk integrates your contact center, phone system, and collaboration tools for seamless communication between departments, teams, and employees.

Real-time response

• Connect team members inside and outside the contact center. Facilitate collaboration to solve complex problems faster and respond to customers right away

Rich customer insights

• Easily share contact center customer insights across your organization. Drive product, service, and go-to-market strategy with real-time relevant data.