When agents are spread around the world, working from home, contact centers must expand their risk assessment to include not only external threats, but also emerging insider ones. Get a comprehensive view of the security landscape in your contact center. Detailed reports and dashboards make it easy to visualize information and spot potential security issues.
Instead of listening to numerous call recordings, reading endless chat transcripts, and manually investigating agents’ logins and logouts, let Talkdesk iQ™ – our built-in Artificial Intelligence layer – use historical activity patterns to recognize behaviors, flag unexpected events, and tell you if there’s anything to take action on regarding your contact center security.
Get at-a-glance insights into top-priority contact center security incidents and suspicious behavior based on intelligently calculated risk.
Intelligently detect behavior outliers within specific teams or across the organization and surface potential risks.
Track real-time and historic agent login information to assess suspicious behavior such as after-hours access or new device access.
Interactive reports help you quickly spot emerging patterns as well as the most critical anomalies, so you can anticipate and immediately act on data leakage threats.
Quickly find the data you need by filtering and sorting information according to the time period you’re interested in, or by specific case types or employees.
Leverage AI infused throughout the platform to drive efficiency and automation everywhere. Talkdesk iQ silently analyzes activity in the background to spot irregular patterns and identify potential threats.
Talk desk is a great tool for our company. Customer service is always available and ready to help. We are able to manage the calls easily with the friendly and adjustable dashboard. Reporting is good but confusing at times since many of the different filters can mean different things.
I think that Talkdesk is brilliant for a lot of reasons. I love how easy it is to access information and listen to phone calls as that helps with our Quality Assurance. I have found, however, that the sound quality can be a bit sketchy but if I turn my phone to airplane mode it can really help!
Talkdesk is perfect for your customer services team. Great management tools and functionality does ensure workflow is evenly distributed across your team. The dashboard shows great performance metrics great for analysis and performance management. Very easy to use. Highly recommend
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.