GOVERNMENT & EDUCATION | Federal
Deliver modern customer service for better citizen and agency experiences.
Talkdesk CX Cloud™ is a FedRAMP® In Process cloud-native contact center platform that helps government institutions deliver on their mission with agility and reliability.
Elevate citizen trust with a secure, modern platform.
Meet your mission to modernize government services with a FedRAMP In Process cloud contact center platform that increases efficiencies and reduces costs through a comprehensive suite of applications for voice and digital engagement, workforce management, and contact center operations. The secure, flexible, and open platform enables greater agility so you can improve citizen experiences and service delivery.
Engage citizens across voice and digital channels.
Enable seamless omnichannel engagement by phone, chat, and SMS. Conversation context is preserved, so you have a complete view of the customer’s journey, understand their needs, and deliver better experiences based on their preferences.
Empower employees with a single interface to work efficiently.
Provide contact center agents the information they need on a “single pane of glass” to resolve citizen inquiries quickly and accurately.
Enable agility with an open and flexible platform.
Non-technical users can orchestrate customer journeys using clicks (not code) to route calls to the right agencies, departments, or resources the first time. Open APIs and a low-code integration builder enable easy connections to other applications and custom integrations.
Meet your mission while optimizing resources.
Forecast and schedule accurately with workforce management tools that anticipate customer demand and optimize staffing. Review and evaluate transcripts to provide feedback and coaching to employees, helping them improve and deliver people-centered customer service.
Performance you can trust.
Talkdesk offers the most comprehensive set of company security certifications and standards across information security, privacy, and engineering security. We also stand by our performance with industry-leading voice quality and uptime SLAs.
Explore key capabilities.
Seamless omnichannel engagement.
- Voice engagement: Route calls based on caller data, IVR selection, business hours, agent skills, and other out-of-the-box variables, or configure your own custom attributes, to optimize the caller experience.
- Digital engagement: Interact with customers on their preferred communication channel, including chat and SMS.
- Agent workspace: Surface customer data on a “single pane of glass” so agents know who’s contacting them and have the necessary context. Eliminate context-switching between applications to improve productivity and time to resolution.
Flexibility and ease of use.
- Orchestration and routing: Orchestrate your customer’s journey and experience with a visual routing designer that enables non-technical stakeholders to build IVR menus and flows using clicks, not code, and a powerful routing engine that gets your customers to the right resource the first time.
- Connections: Quickly build custom integrations and actions between Talkdesk and third-party systems, for any systems that are not part of the Talkdesk out-of-the-box integrations library.
- API access: Fully documented APIs are available to connect and synchronize other apps (e.g., CRM, mobile app, etc.) with your contact center.
- BYOC (bring your own carrier): Gain the benefits of a leading cloud-native contact center platform while maintaining your existing telephony infrastructure and carrier relationships.
Reporting and analytics.
- Standard reporting: Improve contact center performance with real-time and historical reporting against SLAs and key metrics in a comprehensive set of out-of-the-box reports and dashboards.
- Custom reporting: Get a more granular and bespoke view of your contact center data with custom reports and dashboards. Use custom calculations to blend more than 900 values to define new measures and report on virtually any metric.
Workforce and quality management.
- Quality management: Evaluate contact center agent interactions, identify key areas of improvement, and provide agents with the actionable feedback they need to improve service delivery and customer satisfaction.
- Workforce management: Anticipate customer demand and plan and develop staff schedules more effectively with accurate, omnichannel forecasts based on historical and real-time data.