Contact Center Trends

Move Your Call Center to the Cloud, Keep Your Infrastructure

By Steve Bell

0 min read

By now most people acknowledge the advantages of moving your call center infrastructure to the cloud. Those advantages include:

  • Easier to use
  • Speed to implement
  • More agility to make changes
  • Operational efficiency and cost saving
  • Superior customer experience
  • Easier to enable home/remote agents
  • Lower cost to maintain
  • Easier and faster to provision global agents
  • Faster innovation and no more costly “forklift upgrades”

Yet many companies with legacy telephony systems still hesitate to make the transition. While the rest of the company is busy with digital transformation, the call center is often left behind. The hesitation often comes from IT, who might be maintaining legacy on-prem PBX that’s doing its basic job, or who might have established agreements in place with a telecom carrier. Why disrupt that? So a conservative “if it ain’t broke” approach is taken, even if it means forgoing efficiency, cost savings and better CX.

The good news is that you no longer have to choose. You can take advantage of Talkdesk, the world’s most innovative cloud contact center technology while maintaining your legacy telephony infrastructure and relationships.

Introducing Talkdesk xConnect

Talkdesk xConnect brings the benefit of a modern cloud-native call center solution to companies that have an existing on-prem voice infrastructure and/or have existing agreements with telecom providers that you wish to maintain.

Using an industry-standard SIP trunk connection, xConnect links your PBX to Talkdesk Enterprise Cloud Contact Center, the world’s most innovative call center solution. You gain operational efficiency, cost savings, improved agent productivity and satisfaction, and better customer experiences. You obtain agility, flexibility and speed to keep up with changing business and customer expectations. And you benefit from the highest reliability, scalability and call quality in the industry.

At the same time, you can still use your own PBX numbers, infrastructure and carrier relationships. If you aren’t concerned about maintaining your current carrier relationship, you have the option to choose from Talkdesk’s broad global carrier partnerships.

Talkdesk xConnect gives you the best of both worlds: the ability to take advantage of tremendous efficiency, agility, cost savings and customer experience benefits while maintaining your telecom infrastructure and agreements with your existing telecom provider. You protect your current investment and future-proof your company with the most innovative cloud center solution that is always evolving so you can provide the best service to your customers.

Watch Talkdesk in Action


Steve Bell

Steve is Senior Director of Product Marketing at Talkdesk. Steve is a Seattle transplant with a passion for music, wine, food, and travel.