The Talkdesk Advantage: An Interconnected Contact Center - Talkdesk - ContactCenterWorld.com Blog
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
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