Business Continuity

Get started with Talkdesk in 24 hours

By João Safara

0 min read

The coronavirus (COVID-19) has taken the world by storm and is spreading at an unprecedented pace. In an attempt to get the situation under control, governments are asking, and in some cases instructing, citizens to practice social distancing and shelter in place. Stores are closing down. Essential goods and services such as grocery stores, food delivery and healthcare are witnessing never-before-seen levels of demand. Businesses are urging people to work from home — if they are able to.

In many centralized, ‘brick and mortar’ contact centers, hundreds of agents work in close quarters and share equipment, which represents a significant health hazard for both individuals and the greater public. Many organizations are struggling to adapt and provide agents with the tools they need to work from home. Consequently, these locations run a high risk of being shut down. The on-premises technology infrastructure their contact centers rely on simply is ill-equipped to support remote work.

If this problem sounds familiar, you need a cloud contact center solution that can help maintain business continuity, and you need it fast. Talkdesk ® Now transitions organizations to the cloud quickly and seamlessly by deploying a flexible cloud contact center in as little as 24 hours.

Let’s take a look at how easy it is to get started with Talkesk in a few simple steps.

Business Continuity for Contact Centers

Business Continuity

Keep your business moving forward, even in times of uncertainty. Transition your contact center to the cloud in as little as 24 hours and equip your agents with best-in-class tools to work from anywhere, without missing a beat.

1. Set up your phone number

After you have obtained your Talkdesk account, setting up a phone number is easier than you think. Select ‘Number’ under the ‘Admin’ navigation and then ‘Add phone number’. Choose the relevant area code, as well as phone number type (local or toll free). Once selected, add the relevant friendly name and ring group, which will be used later to route calls to agents.

2. Say hello

The next step is all about defining your Interactive Voice Response (IVR). Once again in ‘Number’ under the ‘Admin’ navigation, you can add recordings in the greetings section and build out your IVR flows. Once the IVR message is selected, the admin can build out prompts for the IVR using either recordings or text to speech.

3. Start integrating

Talkdesk Enterprise Cloud Contact Center can be integrated with a variety of customer data platforms. If your deployment process requires a CRM integration, there’s a good chance Talkdesk offers an out-of-the box solution:

4. Configure your contact center

You’re almost there! Now it’s time to finish up by configuring your settings and adding users. Talkdesk makes it easy to set your hours of operation, add agents to the system, assign profiles and review your account-wide settings under admin preferences.

5. Turn your agents into experts

Now that your contact center is configured, it’s time to turn your agents into Talkdesk-certified experts. Every agent should download the Callbar® application (check instructions for both Mac and Windows), as well as the click-to-call extension, if required. Once the installation is complete, they can take a two-hour comprehensive training course on Talkdesk Academy and start serving customers the same day.

Everything is changing: What now?

Read our Chief Customer Office, Chad Gaydos, statement on the importance of having a Business Continuity plan.

Talkdesk Now is just one of several solutions that Talkdesk is offering to help customer-obsessed organizations adapt quickly and preserve business continuity in the face of this rapidly evolving global health crisis:

  • If you’re considering moving to the cloud, but struggling with the expensive and logistically challenging process of equipping agents with company laptops in the midst of a crisis, you need a cloud contact center with a powerful mobile solution. Conversations Mobile App allows service agents and sales representatives to handle inbound and outbound calls directly from their mobile device, and is now available free to all Talkdesk customers for three months.

Want to learn more?


João Safara

João Safara has extensive experience in content production and management, and enjoys balancing that with people-driven initiatives such as supporting diversity and employer branding. In his free time, you can find João surfing through crime novels, relaxing at the nearest beach or imagining ways to create a more equal and positive society.