The call control interface is embedded in the browser, where information from all CRM, helpdesk and back-office applications are integrated. This merging of technologies enables agents to easily access relevant information so they can provide a more personalized customer experience. Agents can seamlessly transfer calls to anyone in your company and the caller’s information will automatically be updated in the CRM and helpdesk so the next agent is informed.
With features like hold, call transfers, call conferencing and call monitoring presented in an intuitive interface, your agents can benefit from enterprise level functionality without the hassles of lengthy training regimens.
Synchronize with External Systems
Talkdesk shows a complete view of the customer by pulling relevant information from your company’s CRM, Helpdesk, back office solutions, Facebook, Twitter and LinkedIn. With this readily available information, agents will provide a more personalized and consistent customer experience.
Seamlessly Transfer Calls
Agents can make and accept calls directly from the browser or their IP phones, seamlessly transfer calls to other departments, forward calls to mobile phones and engage in conference calls with managers. Agents will shorten call times and provide a more pleasant customer experience by eliminating the repetition of information between transfers.
Agents can add and edit notes directly from the interface allowing for easy collaboration between agents and departments. Information is automatically synchronized with your systems ensuring that all agents are accessing accurate data.