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The Talkdesk Advantage: A Simple Contact Center Software for Our Customers’ Customers - Talkdesk - ContactCenterWorld.com Blog

The Talkdesk Advantage: A Simple Contact Center Software for Our Customers’ Customers

At the core of Talkdesk is a dedication to our customers’ customers, to the people under stress who pick up the phone in hopes of finding a person who can resolve their issue. What we build is for our customers to use, but the people we want to help the most are the callers who benefit from that technology.

How we measure success with those end callers is through minimizing their customer effort, but since we don’t interact directly with them, our goal is to make contact center software that is easy. The thinking is that complications with contact center software will increase the effort of our customers and that extra effort will get passed on to their customers. If a contact center takes two full minutes to identify a customer, that customer is waiting two full minutes before their problem is even addressed.

Talkdesk’s simplicity is designed to be passed on to the end caller. The reason that we design a contact center that can be set up in just a few minutes is so that company’s customers can start having their problems solved as soon as possible. The same is true for other management tasks. The sooner an IVR is created, the sooner customers can begin using it to navigate to the appropriate agent. The easier it is for contact centers to add new agents, the sooner those new agents can begin resolving caller issues. The effort saved in managing the contact center is converted into effort used to help customers.

Talkdesk is loaded with advanced contact center features that are strikingly easy to use. For example, our Callbar brings the advanced functionality of Talkdesk into a standalone app that allows agents to view caller information without having to switch between tabs as frequently. This extra time saved is translated to the caller in the form of shorter talk times and less silence during the call while the agent looks up information. The same is true for Talkdesk’s 25+ integrations. The easier it is to connect Talkdesk to other business tools, the sooner the callers can benefit from quicker access to that information.

One of the biggest focuses for Talkdesk has always been the availability of real-time reporting. With Talkdesk Live, contact center admins and supervisors have access to analytics that let them optimize operational flow to help callers get exactly what they need. Our philosophy is that the sooner contact centers can be alerted to the need to make adjustments, the sooner they can make them and the sooner the callers can benefit. There are 15+ pre-built reports and easy-to-create custom dashboards to help contact centers make things easy for their callers.

The release of AppConnect is the next chapter in Talkdesk’s growth and moves that simple functionality to developers looking to create their own contact center apps. It’s a brilliant new way to allow contact centers to try, but and manage new tools that will improve customer interactions. AppConnect offers a whole suite of new productivity tools that increase efficiency and minimize effort for the agents and the customers who call in.

To see how simple Talkdesk is to use and start brainstorming ways to reduce effort for your customers, click the button below to schedule a demo of Talkdesk for your company.

Adam Bonefeste

Adam is the content marketing lead at Talkdesk. When he isn't working, he's probably reading or getting lost in Youtube holes.

Publish Date: October 26, 2017 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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