Orchestrate every customer journey with Talkdesk Studio™
Orchestrate every customer journey with precision. Talkdesk Customer Experience Automation (CXA) and its multi-agent orchestration architecture make routing seamless and adaptive—optimizing channels, enabling self-service, and boosting first-contact resolution across every interaction.
Talkdesk Studio™ capabilities.
Point, click, and publish custom flows
Empower non-technical users to autonomously configure, design, and manage both simple and sophisticated contact center flows.
Generative-AI powered routing
Ensure the ideal customer journey for every customer, every time. Say good-bye to the tedious iterations required to build natural AI conversations with Talkdesk Navigator.
Text-to-speech
Turn text into life-like natural sounding human speech to greet and navigate your customers through a fully automated voice experience.
Reusable business logic modules
Create reusable blocks of business logic and apply them across multiple flows for consistent CX. Save time and effort while optimizing interactions.
Create your own functions
Customize and enhance routing with advanced business logic using a built-in, low-code editor.
Manage queues efficiently
Reduce waiting times and increase customer satisfaction by splitting traffic and distributing workloads between agents.
Attribute-based routing
Precisely match and route customer conversations to the most relevant agent based on the agent’s skillset for streamlined interactions and improved CSAT scores.
AI-powered virtual agent
Easily design and customize Autopilot voice and digital conversation flows to provide self-service options to your customers.
Chart a course to seamless, AI-powered customer journeys with Talkdesk Navigator.
With Talkdesk Navigator, part of the CXA orchestration layer, routing becomes conversational and adaptive. Navigator understands natural language, dynamically routes inquiries, and seamlessly escalates to human agents with full context. Navigator works alongside Autopilot and Identity, orchestrated through CXA, to deliver instant resolutions and effortless handoffs.
Streamline customer journeys with intelligent orchestration.
Orchestration actively replaces manual handoffs with coordinated, intelligent automation across silos—including the contact center, CRM, and back-office systems. With CXA, every journey is unified end-to-end. CXA weaves automation into every workflow, connecting Talkdesk Studio to external systems for smarter routing decisions powered by data.
Conversational routing powered by AI.
With no training, Talkdesk Navigator is able to converse naturally with the customer, understand their request, and deliver the ideal customer experience. Eliminate the tedious setup and iterations required to build natural, efficient AI conversations.
"Everything within Talkdesk Studio is drag and drop, so people don't have to know any code or have exceptional technical skills to make changes. This capability allows us to continue operating, even when the unexpected happens."
Doron Pryluk SVP of Customer Experience at Glasses USA parent company Optimax
Maximize efficiency with a pre-packaged library of powerful components.
A rich library of ‘plug-and-play’ components simplifies customer journey orchestration. From seamless CRM data dips to engaging audio prompts and automated messages, Talkdesk Studio empowers you to create dynamic and personalized customer experiences with agility.
"The ability to grade a much larger volume of phone calls really helps us, AI looks for specific quality criteria and flags calls for our review when needed. This has dramatically expanded our quality management capabilities."
Christian Thurgood Founder, Zion Call Management
Increase customer self-service rate with Talkdesk Autopilot.
Minimize complexity for your customers and help them faster by integrating Talkdesk Autopilot™. Large language models understand customers’ conversational prompts and questions and provides human-like support. Autopilot comes pre-designed to handle common customer service scenarios and simply plugs into your IVR flows for rapid implementation.
IVR integrations with Salesforce, Zendesk, & more.
Connect Studio to outside systems like Salesforce, Microsoft Dynamics, Zendesk, and others. Leverage third-party data to make intelligent routing decisions using all of the customer context you have. Out-of-the-box connectors speed up integration, providing you with immediate value.
FAQs.
Customer journey orchestration is a powerful tool that allows businesses to gain complete control over each customer interaction in the contact center. It proactively influences outcomes by providing insights into the customer’s identity, purpose of contact, and journey stage. In a simpler way, it lets companies understand who the customer is, why they’re reaching out, and where they are in their journey. This control empowers businesses to make informed decisions, provide the right information during interactions, and continuously refine strategies to keep improving the overall experience for customers.
In a scenario where a customer reaches out to a company for support, with customer journey orchestration in action, the system recognizes the customer’s identity, understands the reason for the inquiry, and efficiently directs it to the right agent or automated solution. This way, customer journey orchestration ensures a seamless and personalized resolution, enhancing the overall quality of customer interactions.
Creating a customer journey with Talkdesk Studio is an intuitive and straightforward process. Utilizing our interactive visual designer, you can effortlessly design and customize customer journeys using a drag-and-drop mechanism. This user-friendly interface allows you to seamlessly connect different elements, such as IVR scripts, menus, and routing options, without the need for extensive technical expertise. With Talkdesk Studio, you can easily create dynamic and personalized voice and digital customer journeys, streamlining interactions and optimizing the overall customer experience.
