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 et CXA
Deux plateformes, deux approches. Voici comment elles transforment l'expérience client.
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.
Objectif
Gérer les interactions
Tracks, routes, and logs conversations so people can respond.
Resolves conversations
AI that understands customers and gets work done across systems, channels, and teams.
Champ d'application et Intégration
Contact center core
Covers front-line interactions inside the contact center.
Automatisation de bout en bout
Elle s'étend au front-office et au back-office, quelle que soit l'infrastructure.
L'expérience client
Axé sur le canal
Les outils omnicanaux gèrent les interactions et y répondent, en offrant un service cohérent sur l'ensemble des canaux.
Axé sur le parcours
Automatise les parcours de bout en bout, en anticipant les besoins et en personnalisant les expériences à grande échelle.
Rôle de l'agent
Effectifs humains
Agents handle interactions with AI-assisted guidance, routing, and workflow tools.
Effectifs d'IA
Specialized AI agents work interactions end-to-end, stepping back for people when judgment or empathy is needed.
opérationnelle
Optimizes operations
Streamlines queues, routing, and agent productivity.
Automates work
Runs complex, cross-system processes end-to-end.
L'architecture
Évolution vers le cloud
Optimized for interaction routing, agent management, and daily operations at scale.
Native de l'IA
Conçue sur la base d'une orchestration multi-agents et d'une architecture de données unifiée, elle permet une automatisation adaptative à travers les systèmes et les canaux.
Évolutivité
À l'échelle du centre de contact
Adds agents and channels as your business grows.
Échelle d’entreprise
Extends capacity and automation across front office, back office, and digital touchpoints.
Context
Interaction data
Captures customer conversations and history.
Contexte unifié
Carries context forward across interactions and systems, using real-time data.
Sécurité et conformité
À l'échelle de l'entreprise
Sécurité et conformité en accord avec les réglementations relatives à l'informatique dématérialisée et à la protection des données.
Sécurité proactive
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.
Bénéficiez de résolutions plus rapides, d'informations plus intelligentes et de parcours clients véritablement sans failles.
