A Complete Call Center Software
Make and Receive Calls
Contact History
Access all previous calls, voicemails and emails from the caller in real-time. Your agents will always be informed, even before they answer the call.
Call Recording
Your staff can review calls at anytime to ensure that all of your agents are compliant with your company’s quality standards.
Voicemail
Allow your customers to leave a voicemail when your agents are unavailable. With voicemail transcription and notifications, your agents will be able to quickly respond to the message.
Notes
Keep every agent on the same page by adding valuable notes with summarized critical information about different interactions.
Call Control
Provide a seamless experience for the customer by transferring calls to anyone in your company. The caller’s information will be updated in your CRM so the next agent is informed.
Call Queues
When your agents are busy, calls will be kept on hold. Prioritize calls by value or request urgency based on your business rules.
Unlimited Concurrent Calls
Maximize the number of simultaneous inbound and outbound calls through unlimited concurrent calls. Have several agents on the phone through a single name and flexibility adapt your system at anytime.
International Numbers
Acquire local and toll-free phone numbers from multiple countries. Expand your business globally by employing agents internationally or have international phone numbers routed to your local agents.
Outbound Caller ID
Talkdesk automatically chooses the best suitable number to make each outbound call based on intelligent rules, also giving you the option to manually choose the number used for each call.
Contact Organization
Organize contacts by name or company and easily segment your contacts. Filter your contacts by tag and benefit from our inteligent contact search.
Enhanced Caller ID
Your agents will never go into a call blind. Real-time information about the caller is available in the browser, before your agents answer the phone.
Advanced Routing
IVR System
Ensure that the call is directed to the right department. This IVR system will reduce call handling times and increase first contact resolution, saving your company time and money.
Skills Based Routing
Make sure that the most appropriate agent always gets the call with our skills based routing system. Leave more flexible agents available to handle future calls. Increase first contact resolution and the professionalism and productivity of your company.
Personalized Greetings
Create greetings for different situations and improve the customer experience by providing a personalized service.
Forward to Phone
When your team is in the field, forward calls to their mobile phone. This allows for your mobile workforce to always be connected.
Integrate with Your Tools
External Integrations
A comprehensive overview of the caller is presented in an intuitive interface as they call. This allows agents to have a complete overview of the caller’s needs.
Data Import & Sync
Connect Talkdesk with your company’s systems (e.g: CRM, Helpdesk), and have all the caller information synchronized and updated in all systems immediately. Never re-enter redundant information.
Automations
Create rules that automatically trigger actions to external systems when certain events happen in Talkdesk such as missed or inbound calls. Increase agent productivity by eliminating the need to re-enter information or duplicate tasks and have all systems on the same page.
Actions
Create manual actions on external systems directly from Talkdesk at anytime. Benefit from improved efficiency by working more from a single system.
Monitor & Get Reports
Call Monitoring
Listen to agent’s calls in real-time to guarantee quality standards. Increase your company’s effectiveness and professionalism.
Real Time Reporting
Analyze your call center metrics in real-time. Improve business KPIs and decrease costs by identifying inefficiencies.
Historical Reporting
Monitor the performance of your company so you can make intelligent business decisions based on comprehensive data.
Utilities
Event Notifications
Define notification rules that alert you by email or POST request when an event happens. Receive notifications in real-time when a call is missed or a voicemail is received.
Desktop Notifications
Desktop notifications alert you when the phone rings so your agents can accept the call even if they are working on a task outside of Talkdesk.