Product overview
Talkdesk is a contact centre platform that provides quality service to your customers. Customer interactions in Talkdesk are powered by artificial intelligence and analysis of the full customer profile, created using data from any Talkdesk-integrated enterprise application, including Microsoft Dynamics 365.
Talkdesk as a CCaaS (Contact Centre as a Service), suits organizations that put the customer experience at the heart of their operations.
Talkdesk provides personalised customer service and effective self-service support with the help of chat bots.
Your customer service team can manage customer interactions from anywhere and on any device.
As a contact platform, Talkdesk uses artificial intelligence algorithms, natural language processing and automation to optimise every step of the customer service experience, regardless of the time or contact channel a customer chooses.
Every customer interaction is a valuable source of data that is automatically synchronised with company applications, such as Microsoft Dynamics 365 apps. Talkdesk also uses information pulled from these applications, so you can take optimal action in the customer contact process and provide an engaging customer experience.
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Benefits
Functionalities
Self-service experience
24/7 customer service with Virtual Agent
No more missed calls or unanswered queries. With Talkdesk Virtual Agent™ powered by a conversational artificial intelligence and NLU (Natural Language Understanding) technology, customers are engaged in a natural dialogue across the voice and digital chat channels, with the support for multiple languages, and receive an immediate response to their queries.
Intuitive call flows builder for effective customer self-service
Talkdesk Studio™ service provides a clear view of a customer journey and allows non-technical stakeholders to create intelligent, contextual IVR calls. A customer is seamlessly guided through the steps of self-service or is redirected to a live agent.
Configurable Virtual Agent conversational flows
Design engaging conversations with an easy-to-use tool, making virtual agent interactions feel natural and frictionless to customers. With a simple no-code tool and drag-and-drop method, you can customise the virtual agent responses to suit different customer intentions.
Omnichannel engagement
High-quality calls
A crystal-clear and friendly voice, reliable support and personalised responses are all elements of the service that a customer can experience across every channel of contact.
You are where your customer is
Talkdesk Digital Engagement is a comprehensive digital customer engagement solution that includes email, SMS, live chat and other forms of contact, so you can help customers in their preferred digital channel.
Smart and effective customer journeys
Talkdesk Studio provides a clear visual display of the customer journey, all while enabling non-technical staff to create intelligent, context-driven orchestration flows. A contextualised customer journey will provide your customers with a seamless experience and answers to their questions.
Proactive engagement
With Talkdesk Proactive Outbound Engagement™, you can automatically connect with current and prospective customers, tripling or quadrupling connect rates over manual dialing. Use Talkdesk Proactive Notifications™ to automatically send personalized, relevant, and timely notifications via phone or SMS in a fully agentless mode.
The best customer service team
Your employees can benefit from personalised assistants with Talkdesk Agent Assist™. Such a personalised assistant listens to the consultant's needs, learns from their experience and assists in every customer conversation.
Better feedback means better CX
Talkdesk Feedback™ speaks with the voice of the customer - the tool allows you to create surveys in each channel to collect, analyse , and act on customer feedback. The data you gain from surveys will help you discover trends, identify problems and their solutions, and make informed and accurate decisions that ensure customer satisfaction and strengthen brand loyalty.
Workforce engagement management
Workforce management
Intuitive and easy-to-use multi-channel team management, supported by artificial intelligence algorithms, helps optimise employment processes and plan tasks and workflows.
Quality management
In Talkdesk Workforce Engagement Management™ you have access to all the interactions your consultants undertake. This makes it easy for you to assess your employees' progress and provide them with the feedback they need, to deliver the highest quality service to your clients.
Interaction recording
With the ability to record voice and video in sync, you can hear and see how a customer interaction is being carried out across every channel of communication.
Performance management
In Talkdesk Workforce Engagement Management™ you will create interactive visualizations and reports to help managers identify opportunities to develop and engage employees. Personalised coaching will highlight areas for them to work on and suggest solutions to problems.
Agent workspace
A unified, intuitive agent workspace will help employees develop competencies and deliver a positive customer experience with every interaction.
Agent assist
Your consultants can benefit from contextual recommendations for the next best actions and automated assistance when conducting live client interactions.
Conversations Mobile App
With the Talkdesk mobile app, support staff can interact with customers anywhere, anytime.
Knowledge management
In Talkdesk Workforce Engagement Management™, your team gets the tools to create, model, refine and organise information and processes to help solve customer problems faster.
Employee collaboration
An integrated solution
Better customer service by connecting tools and people? Yes! Talkdesk integrates a contact centre , digital and analogue channels, and collaboration tools to ensure seamless communication between all employees in a company.
Real-time response
Talkdesk enables teams to collaborate effectively so they can resolve complex customer issues faster, and during the first contact.
The complete customer profile
Talkdesk makes it easy to share customer information with other team members. Real-time access to the full customer profile facilitates collaboration in building sales, product and customer service strategies.
Reduce costs and process complexity
One software to manage all data, customer interactions and the entire team means simplicity, saving time and money.
Customer experience analytics
Excellent customer service with real-time analytics
In Talkdesk, you can use customised dashboards to compare your performance against SLAs and key metrics in real time. Based on customer experience analytics, you can respond accurately to customer needs and increase their trust in your brand.
High performance based on historical data
With a powerful business analysis and reporting tool, you can easily visualise your data and processes. Filtering, scheduling and customization options help you get a complete view of your contact centre performance.
Customer satisfaction at every stage of the contact
The Voice of the Customer (VoC) tool allows you to create and launch surveys on any communication channel to collect, analyse customer feedback and take optimal and personalised action based on it. The customer is always at the heart of the organization.
Selected functions
Self-service experience
In the 24/7 accessible contact centre , the customer can easily and quickly find the answer to their question with the help of virtual agents. The platform allows you to interact with a customer across multiple channels, both voice and digital. The Talkdesk platform provides automated customer support for the most common queries, so your staff can focus on solving your customers' toughest problems.
Omnichannel engagement
Talkdesk Omnichannel Engagement is an integrated suite of intelligent and intuitive solutions that allow you to engage with customers in their preferred channels while maintaining personalised interactions, keeping the conversation in the right context and seamlessly evolving the conversation across channels.
Workforce engagement management
Talkdesk Workforce Engagement Management™ is an integrated suite of tools that helps manage, develop and improve customer service team engagement. The platform's solutions for organising training, coaching and empowerment, strengthen employee engagement and increase the team's operational efficiency in dealing with customers.
Employee collaboration
The Talkdesk platform combines a contact centre , call system and collaboration tools to create a seamless and comprehensive environment for communication between departments, teams and employees. Sharing knowledge and collaborating across different levels of the organisation not only strengthens relationships between employees, but also impacts the customer experience with your team.
Add-ons
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