At Talkdesk, we think a lot about how we can make contact centers better for customers. Our product is contact center software, so our focus is improving that tool, but in the bigger picture of the customer experience, there’s a lot more than goes into successful customer interactions than a contact center.
In fact, the contact center is the tip of the customer experience iceberg. It’s the most visible part, the one that callers actually experience firsthand, but there’s a lot more than goes into those interactions than just the actual phone call. The leading contact centers of tomorrow will have a rich web infrastructure of business tools interconnected with a contact center to make a customer’s experience as effortless as possible.
For starters, today’s contact centers should live in the clouds. On-prem services are expensive and slow to manage, plus they make it difficult to integrate additional tools. A cloud-based contact center like Talkdesk can be up and running in just a few minutes and can be connected to your CRM through one of Talkdesk’s 25 out-of-the-box integrations. The cloud connectivity doesn’t just connect a CRM to your contact center, it allows you to use your CRM as a call center. Features like Click-to-Call and two-way synch mean that you get to add robust contact center functionality into the same tools you already use.
Talkdesk’s integrations aren’t just limited to CRMs though, there’s a lot more you can do with the information from your contact center activity. To learn more, check out Talkdesk’s integrations list and see how many your company is already using.
To take it one step further, Talkdesk makes it easy to create automations across different solutions. Sharing information across your business tools is an easy way to cut down the amount of post-call work your agents have to do and keep them on the phone talking to customers and prospects.
Beyond integrations, Talkdesk customers can also take advantage of a whole new suite of advanced contact center tools in AppConnect. These new solutions offer productivity, workforce management, voice analytics and more to your contact center. Even better, they all offer 30-day free trials so you can experiment with them to see what works for you and your customers.
However, the real value of Talkdesk’s open platform isn’t in just adding a single integration or app. The value of all of these interconnected tools is when they are arranged so they can all add value to each other.
For example, integrating a voice analytics tools from AppConnect into a Talkdesk contact center that is integrated with a CRM will transcribe previous conversations with a customer or prospect and pinpoint specific moments or phrases those conversations when agents should have taken specific actions. With all of those interconnected tools in place, an agent could review that call history and be on the lookout for a similar occasion in an upcoming call. It’s like an intelligent cheat sheet for future calls.
The interconnected contact center has limitless options and it’s up to you to determine which capabilities will work best for your customers. Read more about our integrations and apps and use your imagination to come up with an interconnected contact center that will delight your customers.
Click the button below to learn more about the revolutionary new intelligent apps available on Talkdesk’s AppConnect.
Publish Date: October 31, 2017 5:00 AM
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|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.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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