Talkdesk Guardian is a cloud compliance application that uses artificial intelligence to help contact centers maintain compliance and reduce risk. It is one of the Talkdesk workforce management solutions for streamlining contact center operations.

WORKFORCE ENGAGEMENT MANAGEMENT | COMPLIANCE AND MONITORING

Workforce compliance management with Talkdesk Guardian.

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Talkdesk Guardian™ is a native cloud compliance application that helps contact centers mitigate the risks of a distributed workforce. With <a href="https://www.talkdesk.com/contact-center-platform/ai/" target="_blank" rel="noopener">Talkdesk AI for every day</a>—a built-in AI layer—Guardian learns from historical activity patterns to create a baseline of user behaviors, flag unexpected events, and recommends next best actions to keep your contact center secure.

The intelligent foundation for the digital customer experience.

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Uncover operational inefficiencies and potential compliance issues you didn’t know you had. Oversee remote agents with confidence by knowing who is logged in and the quality of their connections.

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Gain better visibility over user activity and network performance.

Ensure your remote workforce is not a drag on system performance and complies with business processes and regulations.

Learn how to protect your contact center from data leakage, improper data access, and misuse of company assets.

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Automate compliance, prevent network issues from affecting operations, and intelligently route calls to agents with the strongest network connections.

Build detailed agent profiles in real time to better understand the strengths and areas of improvement needed across your distributed workforce.

Agent profiles

Uncover anomalous behavior and potential vulnerabilities based on who is logged into your contact center and the security of their connection.

Live sessions logs

Automated reports delivered right to your inbox to monitor and address agent compliance and uncover inefficiencies.

Reporting

Integrate with Talkdesk Studio and IVR systems and reroute calls if remote agents have connectivity or equipment problems.

Seamless Studio integration

Talkdesk Workforce Compliance Management features.

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Compliance management means that a company is taking measures to establish and maintain compliance throughout the organization. Activities such as working with vendors who prioritize security, practicing risk management within external-facing departments such as contact centers, and automating security best practices can help to ensure compliance across the entire organization.

Workplace compliance means that risk management is an ongoing practice across the entire organization. It means that the business is proactively monitoring department activities, adhering to compliance requirements, and ensuring that employees follow good security practices. Tools such as Talkdesk Guardian can help your company establish excellent workplace compliance by automatically monitoring your contact center.

Talkdesk Guardian, an automated workforce compliance management solution, makes it easier for companies to keep up with contact center compliance requirements. This native cloud compliance application uses artificial intelligence to learn from historical activity patterns and create a baseline of user behaviors. Using this knowledge, Guardian flags unexpected events and recommends the next best actions, to reduce risk and save time.

Why should you use Talkdesk workforce compliance management?

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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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Product Demo: Talkdesk for Security

Security checklist: Hybrid contact center

Combating Insider Security Threats in Your Contact Center

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Thanks - the Talkdesk Team.

Experience the modern cloud contact center platform for every industry.

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Talkdesk Guardian suite is a native cloud compliance application that helps contact centers mitigate the risks of a distributed workforce. Request a demo.

Workforce compliance management with Talkdesk Guardian.

The intelligent foundation for the digital customer experience.

Gain better visibility over user activity and network performance.

Monitor inconsistent behavior.

Combat insider threats.

Act faster and more effectively.