May 23, 2024


The Internet Generation

Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

People of Talkdesk’s make contact with-heart-as-a-assistance suite have new tools to improve consumer encounter, these kinds of as digital agents, remote agent aid and deeper hooks into internet marketing, integrations with CRM cloud platforms and connections to business collaboration tools these kinds of as Slack and Microsoft Teams.

The firm produced twenty new attributes in the weeks leading up to its modern Opentalk 2020 digital person conference, and renamed its CCaaS offering Talkdesk CX Cloud. While some of the attributes, these kinds of as a workforce administration and business continuity, either ended up up and working or lengthy-planned, the COVID-19 pandemic gave increase to new ones these kinds of as CXTalent, which takes advantage of AI to pair career seekers with businesses looking to fill remote make contact with heart roles.

For make contact with centers, the most important of the new Talkdesk attributes revolve all-around the firm’s foray into workforce administration, claimed Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. That indicates Talkdesk is using on new, even bigger competitors these kinds of as Wonderful InContact, Verint and Genesys.

“They are making an entire workforce administration suite, which incorporates [agent] effectiveness administration and high-quality checking,” McGee-Smith claimed. “It is been on their internet site, but they’ve hardly ever publicly taken that action to say ‘Yeah, we’re performing this.'”

Virtual agents, collaboration connectors in Talkdesk CX Cloud

Connecting to business collaboration tools assists agents uncover answers to consumer issues more quickly, claimed Charanya Kannan, chief merchandise officer at Talkdesk. Shopper assistance cloud sellers ¬†including ServiceNow have released attributes to join agents to their firm’s in-home gurus who aid fix account troubles or technical concerns.

Charanya Kannan, Talkdesk Chief Product Officer, introduces CX Cloud at the company's Opentalk 2020 virtual user conference.
Charanya Kannan, Talkdesk Main Products Officer, introduces CX Cloud at the firm’s Opentalk 2020 digital person conference.

“A good deal of times when shoppers request issues, agents will have to talk with the relaxation of the organization to get answers,” Kannan claimed. “At firms where some of these issues are very deep, you need to deliver in your technical account manager or distinctive persons internally. This gives a system to collaborate, creating consumer encounter not just the career of the make contact with heart staff.”

Quite a few of Talkdesk’s shoppers, she added, operate make contact with centers with 1,000 or more agents. Getting in-home gurus via¬†popular collaboration tools can be an efficient way to navigate large, multinational businesses that are in the process of going full IT functions to the cloud.

Other new Talkdesk CX Cloud attributes involve connectors to CRM techniques, so salespeople can see more depth about their customers’ interactions with consumer assistance, and vice versa. At this time, Talkdesk shoppers join to about sixty distinctive CRMs, Kannan claimed. Salesforce is by much the most common, followed by ServiceNow and Zendesk. About 70% of Talkdesk shoppers use just one of those people 3 CRMs.

“Salesforce and Talkdesk share a good deal of similarities,” Kannan claimed, including that they in good shape collectively properly simply because firms that use Salesforce are presently common with and comfy functioning on an extensible multi-tenant cloud SaaS system, which Talkdesk also is.

Salesforce added voice capabilities for make contact with centers to its Service Cloud offering late past yr, creating it a potential competitor for Talkdesk.