Today, most customers first contact a company through a website, mobile app, device or some other digital channel. When their needs are not met, they contact a company on a live-interaction channel -- voice or chat. While enterprises have focused on digital transformation in every other area of the business, the core of the contact center has remained stuck.
Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class cloud call center software performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions.
Record inbound and outbound calls, pause/resume live call recordings and listen to past call recordings at any time to ensure compliance with quality standards.
Provide a seamless and professional experience with call center software call control features such as hold, mute, blind and warm transfers and call conferencing.
Enhance your callers’ call queue waiting experiences with features such as queue callback, queue to voicemail and custom music and messages.
Place calls directly from your favorite helpdesk, CRM, e-commerce platform or website.
Acquire local and toll-free phone numbers from multiple countries or port your existing phone numbers to optimize your global business.
Add call summary notes and disposition codes to your call log and integrated CRM to ensure that relevant customer information is retained.
Leverage automatic outbound caller ID selection to increase connection rates and save your team time.
With voicemail transcription, notifications, metrics and assignment you can easily keep your finger on the pulse of your company.
Maximize efficiency without compromising call quality with unlimited concurrent inbound and outbound calling.
Ensure that every interaction with your company is personalized and professional with custom greetings, messages and prompts.
Easily configure business hours and associated call routing features to suit your evolving business needs.
Promote collaboration within your team with one-click dialing to Talkdesk users on the same company account.
Assign unique tags to your contacts to easily sort and search by tag, compile lists based on tags and quickly identify each contact by his/her tag.
Keep track of relevant customer data with custom fields in contacts’ profiles.
Compile a blacklist of phone numbers to ensure that bots and spam callers are disconnected immediately when they call your company.
Display each agent’s status to the entire team to increase efficiency by making it clear when s/he is free to take calls.
Route contact center customers to the right agent, team or department based on custom criteria.
Route inbound calls to agents based on caller data, IVR selection, business hours and agent skills to optimize each caller’s experience.
Easily configure your multi-level IVR to ensure that each caller is directed to the right agent, team or department.
Match callers to the agents most qualified to meet their needs to increase customer satisfaction and first call resolution.
Forward calls to mobile phones, SIP phones or landlines to enable your team to remain connected, even when working remotely.
Ring multiple agents at once to ensure that calls are distributed in the manner that best suits your business needs.
Route calls to an overflow phone number when all agents are busy to guarantee that every customer’s needs are met.
When a customer reaches out following a dropped call, automatically reconnect them with the agent who fielded their original call.
Sync contact center software information with your CRM, helpdesk, chat and e-commerce platform. When you're agents are able to access relevant customer information across channels, they are able to handle issues faster and improve customer experience.
Seamlessly integrate Talkdesk with your business tools, including Zendesk, Salesforce, Shopify and many others, to ensure that all customer data is available
Benefit from comprehensive call center software functionality from inside Zendesk, Salesforce and Desk.com with the Talkdesk CTI Widget.
View information about callers, such as their names and phone numbers, in real-time.
Automatically display customer interaction history in your browser, including previous calls, emails, chats and cases, so agents are well informed before every call connects.
Set up simple workflows to automate tasks and improve productivity. For example, when a call ends, the recording and data could populate into your CRM.
Create tickets, cases, events, conversations and more in your integrated business tool without leaving the Talkdesk interface to streamline your workflow.
Compile contact lists from your integrated CRM, Helpdesk or CSV file to enrich your database and streamline outbound campaigns.
Connect Talkdesk with your CRM or helpdesk to continually synchronize contact information across all of your systems.
Easily assess your call center’s performance to optimize KPIs. Call recording and quality monitoring are critical components to ensure that your contact center is meeting core business goals.
Listen to calls in real-time, without the agent or caller knowing, to silently guarantee quality standards are being met.
Drop in on live calls to speak with both the caller and agent to reduce call transfers and increase customer satisfaction.
Monitor the performance of your company so you can make intelligent business decisions based on comprehensive data.
Get an overview of what's happening in your call center at any given time so you can improve business KPIs.
Assess the performance of your team with agent metrics such as real-time and historical agent status data, average speed to answer and average call duration.
Create custom reports by filtering by ring group, phone number, agent, department and time frame to effectively analyze the metrics that matter to your business.
Receive over a dozen prebuilt reports at a cadence of your choice to track critical call center metrics.
Talkdesk’s SMS CSAT surveys gather timely feedback on the effectiveness of your call center to help drive customer happiness.
Leverage cloud call center software tools to increase your team’s productivity.
Define notification rules that alert you by email or POST request when an event happens so that you know when a call is missed or a voicemail is received.
Receive a notification when your phone rings so that you can accept the call even if you are working on a task outside of the Talkdesk interface.
Configure unique Talkdesk dashboards for each team role to limit access to certain features and enhance productivity.
Increase connection rates by allowing Talkdesk to automatically select the best phone number and area code to display on your outbound caller ID when placing calls.
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.