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The Talkdesk Advantage: Smart Contact Center Innovation - Talkdesk - ContactCenterWorld.com Blog

The Talkdesk Advantage: Smart Contact Center Innovation

In the contact center industry, Talkdesk is one of the newest players. Legacy solutions have been established for decades and Talkdesk’s best chance was to build faster than competitors. So that’s what we did. And we haven’t stopped.

When Talkdesk was founded, it was the first 100% web-based contact center software, which was a startling achievement at the time. The company vision was always to be exceptionally simple to set up and use and a huge part of that concept was minimizing hardware and eliminating Talkdesk from the administrative tasks.

At the time, those ideas were revolutionary. Since then, Talkdesk has continued to lead the way with an innovative intelligent product vision that is focused on providing the smartest software for our customers. Providing that experience means building a lot of new features and building them quickly, but that’s what gives us the edge in the race to create the smartest contact center.

Here’s a quick overview of some of the things that let Talkdesk make our contact center smarter at such an incredible rate:

Investment in Research & Development

Talkdesk has grown a lot in the last few years. In a little more than five years, the team has grown more than 300 new employees. No matter how quick the growth, our focus has always been on dedicating new staff to building our intelligent product.

Throughout Talkdesk’s history, 50% of our headcount has always been in engineering/R&D jobs. That approach is how we caught up to all of the legacy competitors and it’s how we’re going to separate for the field in the future. That intense focus on the product is what powers Talkdesk’s aggressive release cycle and lets us build new smart features at an unmatched pace.

Aggressive release schedule

While some of our competitors release new versions of their product once or twice a year, Talkdesk updates our industry-leading contact center platform on a monthly basis. We don’t want our customers to have to wait on us to provide better contact center experiences for their customers. As soon as we have a cutting-edge, intelligent feature on the roadmap, we want to build it for our customers and make it available for use as soon as possible.

Talkdesk customers should be confident that they’re using today’s smartest tools, not the smartest tools from a year ago. With our frequent product builds, Talkdesk can stay agile with what we build. It also gives us the ability to involve current customers in product betas, giving them a chance to work alongside our team to develop the most cutting-edge contact center features.

AppConnect

The decision to build AppConnect was one we made for a few big reasons. First, it was the best way to expand what our platform’s capabilities. The Talkdesk team is talented and hard-working, but we can’t build everything we want. We needed to bring in some innovative minds to help create more smart solutions on top of our contact center. The goal was to give developers the tools to create intelligent AppConnect solutions as simply as possible so they could instantly add value for our customers.

What that means for our customers is the widest array of solution offerings for their contact center. Since all of the apps offer easy install and a free trial, Talkdesk customers can experiment with these different tools and keep only what provides the best value for them. Because app creation, installation and management are are easy as possible, new solutions can be made quickly and customers can adapt their contact center just as fast. AppConnect lets Talkdesk customers change the look and functionality of their contact center in real time to match customer expectations. This speed of innovation lets our customers incorporate the smartest tools into their contact center in real time to match customer expectations.

To learn more about how quickly Talkdesk is building smart features, click the button below and set up a call with one of our experts.

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 17, 2017 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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