Contact center as a service (CCaaS) and Customer Experience Automation (CXA).
See how CCaaS and CXA come together as one platform. CCaaS for people, CXA for AI.
Talkdesk brings together two workforces on one platform. CCaaS gives people what they need to manage customer interactions, responding faster and more efficiently. CXA gives AI agents what they need to resolve them end to end.
CXA combines AI agents, multi-agent orchestration, and real-time data to work, automating customer journeys and business processes across the front and back office, resolving issues and completing tasks at scale.
This is a new workforce model, where AI agents work alongside people as integral team members.
CCaaS vs. CXA
Zwei Plattformen, zwei Ansätze. So verändern sie das Kundenerlebnis.
CCaaS
Your human workforce. A cloud-native platform that centralizes communications, routing, and agent tools, giving people what they need to manage every voice, chat, email, and digital interaction.
CXA
Your AI workforce. CXA puts specialized AI agents to work across your contact center, extending it beyond interaction management to resolve customer needs and achieve business outcomes.
Zweck
Steuert Interaktionen
Tracks, routes, and logs conversations so people can respond.
Resolves conversations
AI that understands customers and gets work done across systems, channels, and teams.
Umfang & Integration
Contact center core
Covers front-line interactions inside the contact center.
End-to-End-Automatisierung
Erstreckt sich über Front- und Backoffice - unabhängig von der Infrastruktur.
Kundenerlebnis
Kanalzentriert
Omnichannel-Tools steuern und beantworten Interaktionen und gewährleisten konsistenten Service über alle Kanäle hinweg.
Journey-zentriert
Automatisiert End-to-End Abläufe, antizipiert Bedürfnisse und personalisiert Erlebnisse in großem Maßstab.
Rolle der Agenten
Menschliche Workforce
Agents handle interactions with AI-assisted guidance, routing, and workflow tools.
KI-Workforce
Specialized AI agents work interactions end-to-end, stepping back for people when judgment or empathy is needed.
EFFIZIENZ
Optimizes operations
Streamlines queues, routing, and agent productivity.
Automates work
Runs complex, cross-system processes end-to-end.
Architektur
Cloud-basiert weiterentwickelt
Optimized for interaction routing, agent management, and daily operations at scale.
AI-native
Entwickelt auf Basis von Multi-Agenten-Orchestrierung und einer einheitlichen Datenarchitektur – und ermöglicht adaptive Automatisierung über Systeme und Kanäle hinweg.
Skalierbarkeit
Skalierung im Contact Center
Adds agents and channels as your business grows.
Skalierung auf Unternehmensebene
Extends capacity and automation across front office, back office, and digital touchpoints.
Context
Interaction data
Captures customer conversations and history.
Einheitlicher Kontext
Carries context forward across interactions and systems, using real-time data.
Sicherheit & Compliance
In Unternehmensqualität
Bietet Sicherheit und Compliance im Einklang mit Cloud-Vorschriften und Datenschutzanforderungen.
Proaktive Sicherheit
Adds continuous monitoring, anomaly detection, and AI-driven fraud prevention, with governance and human oversight built in.
Business impact
Operational performance
Helps teams serve customers more efficiently with AI advantage.
Automates outcomes
Turns more interactions into resolved work, freeing people for the moments that need judgment and empathy.
Talkdesk CXA
Customer Experience Automation.
Erleben Sie schnellere Lösungen, intelligentere Einblicke und wirklich nahtlose Customer Journeys.
