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Talkdesk is Helping Organizations around the World Create Better Customer Experiences

Talkdesk is Helping Organizations around the World Create Better Customer Experiences

“We offer a better way for organizations to unlock the promise and potential of great customer experience.”

A company’s relationship with its customers is about much more than improving product ratings or decreasing wait times. Understanding the customer journey is about learning what customers experience from the moment they begin considering a purchase, and then working to make the journey toward buying a product or service as simple, clear, and efficient as possible. At the top of every business’ goals list is to exceed its customers’ expectations in order to retain them as long-term loyalists. That is the surest way of increasing your business revenue. As you would already know, a satisfied customer is actually in the front line when it comes to advertising your business through both the word of mouth and online reviews. That is why you must invest heavily in improving your customer experience, particularly with the modern customer who is very informed and who wants nothing short of a speedy, convenient, and “cool” shopping experience.

Talkdesk is one such global customer experience leader for customer-obsessed companies. Its contact center solution provides a better way for businesses and customers to engage with one another. The speed of innovation and global footprint reflect the company’s commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience.

Industry-Leading Customer Experience Services and Products Offered

Agent Assist™: It uses AI to help agents with intelligent guidance, recommending next best actions to quickly resolve complex customer issues. Eliminate search and browsing tasks, and proactively deliver information and next best actions in one simple interface. Leverage automated assistance and reduces agent-supervisor ad-hoc interactions, giving supervisors more time to focus on workforce engagement activities. Reduce short- and long-term training efforts through real-time error identification. Eliminate busywork with Smart Note technology and improve handle time with in-app automation. Proactively provide agents with information and shortcuts based on stated customer needs and optimized outcomes. Reduce onboarding time and quickly develop power users with a consistent, intuitive user experience. Organize and personalize your Agent Workspace to prioritize the applications, information, and integrations your agents need most.

Agent Workspace: Empower agents to efficiently deliver exceptional customer experiences with an intuitive, unified agent workspace. Talkdesk Agent Workspace unifies all the tools and data your agents need on a “single pane of glass,” providing streamlined workflows and rich customer context that empowers them to work more efficiently and effectively. It’s accessible from anywhere, strikingly intuitive to use, and designed to deliver personalized customer experiences that build loyalty and drive revenue. Manage all inbound and outbound customer conversations with a single, unified interface.  Important information and customer context are directly accessible every step of the way and Talkdesk Agent Assist™ can help ensure the optimal customer outcome, every time. Streamline agent workflows by eliminating context-switching between browser tabs. Agent Workspace makes it easy to seamlessly transition between handling live interactions, managing voicemails and contacts, and completing after-call work.

Talkdesk AI Trainer™: With Talkdesk AI Trainer™ non-technical customer service staff can easily apply their practical expertise to continuously improve AI models that are powering automation in the contact center. You can successfully resolve more cases through automation and improve accuracy, increasing customer satisfaction and decreasing cost per case. It is the first human-in-the-loop tool to be included in the operational flow of contact centers. Enterprises can reduce their dependency on highly specialized data scientists to program their machine learning models. An easy-to-use interface allows non-technical staff with domain or business expertise to improve automation performance. It helps contact centers resolve cases faster by improving the level of accuracy and confidence in automations, decreasing the cost per case and increasing CSAT and NPS scores. With a simple, no-code interface, contact centers can leverage in-house customer service experts, such as agents and supervisors, to embed their knowledge to improve AI models. Within Talkdesk AI Trainer, dashboards display the performance of each AI model and recommend additional training.

Automatic Call Distributor (ACD) Software: It forms the backbone of Talkdesk’s cloud contact center software. ACD is a telephony system that works with Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) systems to answer incoming calls and route them to specific agents or departments. Route inbound calls to agents based on customer data, IVR selection, business hours, and agent skills to optimize each customer’s experience. With ACD, inbound calls will be routed to the specific agent or department that is most qualified to address the customer’s needs, increasing first call resolution and customer satisfaction. The ACD can collect relevant data to influence and personalize routing decisions. It can quickly identify VIP customers who can skip the waiting queue and be routed immediately to the most appropriate agent. The Talkdesk ACD software provides you with call monitoring, call conferencing, and call barging functionality. It also acquires data for real-time and historical reporting to inform management decisions and provide insight into team performance.

xConnect: Gain the benefits of a modern contact center without changing your existing telephony infrastructure and carrier relationships. Take advantage of the world’s most innovative cloud contact center technology while keeping current telephony investments, including existing devices, numbers, or exclusive agreements with your telecom provider. Ease your transition to the cloud by connecting your existing telephony infrastructure with the industry’s leading cloud contact center technology. Take advantage of Talkdesk’s modern capabilities like Omnichannel, Workforce Engagement Management, Speech Analytics, AI, and Business Intelligence. Connect Talkdesk to your preferred telecom provider to manage telephony costs while empowering your teams with a modern contact center. xConnect interoperates with leading carriers providing access to a deep inventory of numbers and worldwide coverage. All connections between Talkdesk and external voice infrastructures are encrypted and secured using SRTP and TLS.

The Visionary Leader Upfront

Tiago Paiva is the Founder and Chief Executive Officer of Talkdesk. Over the past ten years, he scaled Talkdesk from 10 employees to more than 1,500 and crossed major industry milestones, including reaching 100 million calls. Paiva received a Master of Science in Computer and Electrical Engineering from Instituto Superior Técnico.

“We help companies deliver a better customer experience. We are innovative, creative, and challenge the old status quo in order to help our customers thrive and grow.”


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