An S.O.S. for Your Contact Center Software - Talkdesk - ContactCenterWorld.com Blog
The contact center space is the most crucial element in a company’s customer relations, yet for some reason, it hasn’t evolved in decades. While most of the world evolved to adjust to the internet’s speed of information, contact centers have managed to stay mostly unchanged. Considering that customers have changed and companies have changed, it doesn’t make sense that the contact center software hasn’t changed to bring the two closer together.
Talkdesk was founded more than five years ago on the premise that contact centers don’t have to be stale. Companies can adapt to changing customers expectations and upgrade their tools in real time to suit those needs. The technology exists to make contact center software much more customer-centric and we think we’re building something truly unique and exciting for Talkdesk customers.
If your company is still using a legacy contact center that hasn’t changed in decades, you’re going to sink. For your customers’ sake, it’s time you considered sending up an S.O.S. and moving to an innovator like Talkdesk. Here are three huge advantages to utilizing our intelligent cloud-based platform that can rescue your customer relationships:
To put it briefly, everything about Talkdesk has been designed to be as user-friendly as possible. Talkdesk accounts can be set up in a matter of just a few minutes with an internet connection and a few clicks. No extra hardware or personnel is necessary. Once the account is created, all admin management (IVR setup, new users, report scheduling, voicemail setup, etc.) can be completed in just clicks through our simple menus. No custom coding is needed.
Beyond the traditional contact center, Talkdesk Academy and the Talkdesk Knowledge Base make self service a breeze. Talkdesk users in any role can find resources there to enhance their knowledge of our product and find out about new features. Those resources are free and updated frequently so our customers can always make the most of their Talkdesk contact center.
One of the things that makes Talkdesk truly unique is how well it works with your other favorite business tools. As soon as you set up your account, you’ll have access to 25+ out-of-the-box integrations with Salesforce, Zendesk, Slack and more. Beyond those integrations, Talkdesk has recently added AppConnect, the first enterprise app store, which offers apps that bring business intelligence, workforce management, voice analytics and more to your contact center. All AppConnect solutions come with 30-day free trials, one-click installation and pay-as-you-go billing so it’s easier than ever to try, buy and manage your contact center stack.
Beyond those features, Talkdesk also has a Reporting API in beta that will expand the use of Talkdesk data. There are a lot of exciting uses of that data and we’re excited to learn how our beta users are being more heroic to their customers so we can help spread those tools to the rest of our customers base.
Think about the last time you had to call in to a company’s contact center? Did they ask you for your name or your account number? Did you have to explain your problem in detail to an agent? Maybe even another agent? Did the whole thing take too long and leave you unsatisfied? It shouldn’t be like that. An intelligent contact center can make those interactions so much better.
Smart contact center software should recognize the caller instantaneously. It should also route to the right agent the first time and provide some context to that agent without the caller needing to give a painstakingly long explanation. This intelligence should cut down on the amount of time agents have to spend on frustrating minutiae and maximize the time they spend doing what they do best: solving customer issues. The overall effect for customers is more satisfying calls, higher CSAT and better loyalty. Everyone wins.
These simple, open and smart features are the future of the contact center industry. At Talkdesk, we don’t think that these ideas are optional for our product, they’re a necessary course change that an otherwise stale industry vitally needs.
We’ll be going into depth on more of Talkdesk’s S.O.S. features in the upcoming weeks, so stay tuned to the Talkdesk blog for more information on what makes Talkdesk the contact center of the future. If you want to see our revolutionary contact center in action, click the button below to talk to one of our experts.
Publish Date: August 30, 2017 5:00 AM
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