Talkdesk is a cloud-based contact center solution that helps businesses communicate and improve customer engagement. It offers robust feature suites, omnichannel communication and support, and advanced historical and real-time analytics.
The system also integrates with leading CRM systems to provide customers with a seamless, personalized experience. This software is a great option for growing businesses and small and medium-sized contact centers.
1. Automated IVR
IVR (interactive voice response) systems help you manage your incoming calls. By routing calls to the right department, IVR software helps you improve first-call resolution rates and increase productivity.
IVR systems use DTMF tones or speech recognition to capture customer information and route them to the appropriate department or service menu. They can also be customized to accommodate callers with special needs, such as visual impairments and non-primary languages.
Automated IVR is a great way to save your agents time and boost operational efficiency by managing calls in real-time. By deflecting simple questions and requests, IVR systems free your agents to focus on complex issues or to take care of other business-critical tasks.
The best IVR systems are designed to offer a fast, easy-to-use interface that customers can navigate through with minimal frustration. Often, advanced IVR systems combine speech recognition with AI to identify key phrases and keywords in caller responses.
2. Customizable Workspaces
Customizable workspaces allow you to easily access the forms, sites and tools you use most frequently. You can also group links by headers and icons so they’re easier to find.
Depending on your workflow, you can create and save workspaces for managing tasks such as editing and organizing a document or browsing the Web. Each workspace has its own set of panes and tools arranged for easy access, and you can change the layout by displaying or hiding certain panes, moving and docking panes, stacking panes or resizing panes.
You can also personalize the name of your workspace, the sidebar image and colour, as well as adjust unread badge preferences. Learn more about these customizations, here.
3. Interactive Voice Response (IVR)
IVR can save your business thousands of dollars in wasted talk time. It also enhances customer service by enabling self-service functionality for simple account inquiries and ensuring that customers are directed to the right department to resolve their issues.
Modern IVR systems use speech recognition and natural language processing (NLP) to interpret voice communication, allowing callers to simply speak to the system instead of pressing a digit on their keypad. This creates a much faster, more efficient and less frustrating experience for callers.
With the Elevate Plan, teams also have access to Talkdesk Quality Management features and customer surveys, which will help them strengthen their service offering in a high-volume environment while evaluating their support and agent performance. These tools are especially valuable for remote and blended teams that work within highly regulated sectors.
4. Agent Assist
Talkdesk’s Agent Assist feature automatically suggests responses to customer questions, which can save agents time and reduce average handle time (AHT). It also helps improve agent productivity by eliminating unnecessary searches.
Agent Assist combines AI with natural language processing and speech recognition to scan and evolve with every customer interaction over time, recommending relevant responses that are brand compliant and supported by your knowledge base articles.
It provides situational prompts that help agents pivot their approach, ask the right questions, and steer the conversation back on course when needed.
When set up properly, Agent Assist is an excellent resource for all your agents. However, it’s important to ensure agents are equipped with the right knowledge base and training to take advantage of this technology.
Talkdesk integrates with over 60 third-party business applications via its Connections feature. These include communication and collaboration tools like Slack, Zoom, Microsoft Teams, and Google GSuite.
The Pipedrive integration with Talkdesk helps agents display customer profiles and information in real-time, making conversations more personalized and efficient. It also allows users to update and create notes, contacts, and activities in Pipedrive from Talkdesk.
Another popular Talkdesk add-on is the Proactive Outbound Engagement Suite, which offers Power, Predictive, and Preview automated dialer modes for better lead list penetration. It also automatically filters out busy signals and disconnected phone lines. It can be used for outbound SMS and voicemail notifications, such as bill payment reminders, order confirmations, shipping updates, or sales promotions. Admins can upload call lists, verify and prioritize them, and assign them to campaigns in a central database.