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
Dos plataformas, dos enfoques. Veamos cómo transforman la experiencia del cliente.
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.
Finalidad
Gestiona las interacciones
Tracks, routes, and logs conversations so people can respond.
Resolves conversations
AI that understands customers and gets work done across systems, channels, and teams.
Alcance e Integración
Contact center core
Covers front-line interactions inside the contact center.
Automatización integral
Se extiende tanto por el front office como por el back office, independientemente de la infraestructura.
Experiencia del cliente
Enfocado en el canal
Las herramientas omnicanal gestionan y responden a las interacciones, ofreciendo un servicio consistente entre todos los canales.
Enfoque en el viaje
Automatiza los viajes de forma integral, anticipando necesidades y personalizando experiencias a gran escala.
Papel del agente
Personal humano
Agents handle interactions with AI-assisted guidance, routing, and workflow tools.
Personal de IA
Specialized AI agents work interactions end-to-end, stepping back for people when judgment or empathy is needed.
operativa
Optimizes operations
Streamlines queues, routing, and agent productivity.
Automates work
Runs complex, cross-system processes end-to-end.
Arquitectura
Evolucionado en la nube
Optimized for interaction routing, agent management, and daily operations at scale.
Nativo de IA
Diseñado sobre una arquitectura de datos unificada y una orquestación multiagente, permitiendo la automatización adaptativa a través de sistemas y canales.
Escalabilidad
Escala de centro de contacto
Adds agents and channels as your business grows.
Escala empresarial
Extends capacity and automation across front office, back office, and digital touchpoints.
Context
Interaction data
Captures customer conversations and history.
Contexto unificado
Carries context forward across interactions and systems, using real-time data.
Seguridad y conformidad
Nivel empresarial
Ofrece seguridad y cumplimiento alineados con las normativas de la nube y la protección de datos.
Seguridad proactiva
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.
Experimente resoluciones más rápidas, conocimientos más inteligentes y viajes del cliente realmente fluidos.
