The Talkdesk Difference: Contact Center Integrations - Talkdesk - ContactCenterWorld.com Blog
The contact center is the easiest way to connect two people in a real-time, personal conversation, but companies can use the contact center to connect to more than just their customers. Information from these calls can be used in plenty of other business processes to streamline activities and make more informed decisions.
To make the most of that call information, Talkdesk offers 25 contact center integrations with today’s most popular business tools, including Salesforce, Zendesk and Slack. These integrations work hand-in-hand with the tools you already use, so there’s no need to change your processes or adapt for new workflows.
All of these integrations are two-way syncs, which means that information is continuously updated in both systems. Better yet, it means that if one solution goes offline for any period of time, the data from that solution is stored in the other solution and the two tools can reconnected when they are both online. It’s a very reliable, secure structure for contact center integrations that will be sharing a lot of real-time data.
In addition to the 25 contact center integrations with your favorite existing tools, Talkdesk’s AppConnect solutions are also a great way to try new contact center tools. AppConnect solutions add business intelligence, workforce management, quality assurance and more to your contact center. New AppConnect solutions are going live all the time, so keep checking back to see what new offerings are available.
Once your integrations have been set up, it’s very easy to start taking advantage of them. Talkdesk’s easy-to-navigate contact center integration backend allows admins to select which information is shared and when certain actions need to be taken. These automations can all be set up in just seconds using Talkdesk’s drag-and-drop recipe builder. Automations between the integrated tools make them both more robust and eliminates a lot of manual labor.
For example, you could set up an automation in Salesforce to automatically create a new contact every time an unknown phone number comes in and to record that phone call into that contacts history. Think of the time and effort that would save agents.
For larger contact centers, these automations are a fantastic way to bulk manage a high volume of contacts. Actions or alerts can be set up to respond to abandoned calls, missed calls, low CSAT scores, voicemails, large queues, etc. These automations save your team valuable time and effort in responding to inquiries and also help you minimize searching through call logs by bringing the most important call center activity straight to your attention as soon as it happens.
These integrations and automations save lots of time and effort of all Talkdesk personas. Agents, supervisors and admins just need to identify the tasks they repeat the most frequently and build an automation to perform it. Or better yet, they can brainstorm data/notifications that would be useful for and create a new, smarter way to get the right information delivered to them at the right time.
If you’re interested in learning more about Talkdesk’s suite of contact center integrations, click the button below and set up some time to talk to one of our experts.
Publish Date: August 15, 2017 5:00 AM
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