CUSTOMER EXPERIENCE ANALYTICS | INTERACTION ANALYTICS

Talkdesk Interaction Analytics for customer experience.

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Talkdesk Interaction Analytics™ is an AI-powered speech and text analytics tool that captures, transcribes, and analyzes every customer interaction across all contact channels. Find key conversational moments, topics, customer intents and sentiments to take the next best action to create a faster and more frictionless customer experience.

Automated discovery of actionable insights to deliver a frictionless customer journey.

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Uncover the details of what customers are communicating, and understand the issues causing contact peaks across different channels. Easily visualize the trending topics and variations on customer intents and sentiments, and discover better ways to create the best customer journey to improve CSAT and drive more revenue.

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Discover the root causes of customer issues.

Empower supervisors to deliver high-quality agent coaching by leveraging AI-powered insights of voice and text interactions. Discover issues impacting agent performance faster with searchable transcripts, sentiment analysis, and automated interaction scoring, using Talkdesk QM Assist™.

Use Talkdesk CX Sensors to t​rigger alerts when specific preset conditions occur to proactively address issues 24/7 and avoid escalations. Automate alerts on your preferred channel and take action on urgent issues in third-party systems.
CX Sensors is sold separately from Interaction Analytics.

Speed up response times to critical issues.

Apply interaction insights to all AI-powered tools and discover opportunities to lower the cost of service while maintaining a high-quality customer experience. Use live agent resources more efficiently by identifying the ideal use cases to implement self-service automation, agent assistance and knowledge management tools.

Make customer and agent journeys more efficient.

Understand how customers are feeling by analyzing their tone and keywords during the conversation.

Sentiment analysis

Apply AI intent models to your interaction data by leveraging Talkdesk AI Trainer™ to automatically detect customers’ needs.

Topic and intent detection

Track key conversational analytics data and customer insights trends through an intuitive dashboard, including customer sentiment analysis, intent monitoring, and trending topics.

Dashboards

Use speech-to-text (STT) and natural language processing (NLP) to zero in on key details in transcriptions, including call context, customer intent, and sentiment.

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Stay on top of critical customer issues by setting keyword-based sensors. Choose the parameters that should trigger an alert to your contact center or other business systems, on problems that need immediate attention.

Keyword sensors with Talkdesk CX Sensors

Quickly find and analyze interaction transcriptions based on relevant keywords and an overall sentiment score.

Keyword search

Identify what causes customer issues without reviewing the whole transcription but instead listening to a per utterance-level call recording.

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Expand the scope of interaction transcription analysis to all Talkdesk enabled third- party system integrations, to get real-time alerts on your preferred channel, such as Slack or Microsoft Teams.

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The interface of the application its great for monitoring and handling all agents to improve productivity in real time.

Overall it is a good tool, it covers the basics, good reporting, good coverage, ease of use and it is pretty reliable, in the 18 months that we have used it, it has never failed.

The call quality is great. Talkdesk offers great integration options, all our required systems are integrated into TD natively.

Talkdesk is great for a Sales Organization that has to be on the phone all the time. Also, if you use Salesforce it is amazing that it can link calls straight to their account.

Talkdesk allows our company to call clients, track and record phone calls, and access voicemails using one platform. It also links with Salesforce to record data which is useful for tracking of daily calls. Having the ability to conduct conference calls and transfer calls also provides benefits other services may not offer.

Talkdesk is well suited to creating reports like the agent status report that shows the breakdown of the activities being performed by a team member. It helps determine whether the team member is trying to avoid his/her responsibilities or not.

The Talkdesk support team does an amazing job making sure issues are solved timely and requests are fulfilled in the best way.

It's suited when you want to route calls with different priorities, and when your customer service demands agents with different skills. Using the salesforce data dip we can quickly identify the type of client calling and assign a specific team to answer them or give them a higher priority on the waiting queue.

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The Inner Circle Guide to Customer Interaction Analytics

Smarter CX: How contact centers are transforming customer experience with AI

The future of AI in the contact center

The inner circle guide to AI, chatbots & machine learning

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Capture & analyze every customer interaction across all contact channels with Talkdesk Interaction Analytics. Collect customer experience analytics.