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
Due piattaforme, due approcci. Ecco come trasformano la customer experience.
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.
Finalità
Gestisce le interazioni
Tracks, routes, and logs conversations so people can respond.
Resolves conversations
AI that understands customers and gets work done across systems, channels, and teams.
Ambito e integrazione
Contact center core
Covers front-line interactions inside the contact center.
Automazione end-to-end
Si estende sia al front office sia al back office, indipendentemente dall’infrastruttura tecnologica utilizzata.
Customer Experience
Focalizzato sui canali
Strumenti omnicanale dedicati alla gestione e alla risposta alle interazioni, per garantire un servizio uniforme e coerente tra i diversi canali.
Focalizzato sul customer journey
Automatizza i percorsi completi del cliente, anticipandone le esigenze e personalizzando l’esperienza su larga scala.
Ruolo dell'agente
Forza lavoro umana
Agents handle interactions with AI-assisted guidance, routing, and workflow tools.
Forza lavoro 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.
Architettura
Evoluta per il cloud
Optimized for interaction routing, agent management, and daily operations at scale.
AI-native
Progettata su un’architettura di orchestrazione multi-agente e su un livello dati unificato, che consente un’automazione adattiva tra sistemi e canali.
Scalabilità
Scalabilità interna al contact center
Adds agents and channels as your business grows.
Scalabilità aziendale
Extends capacity and automation across front office, back office, and digital touchpoints.
Contesto
Interaction data
Captures customer conversations and history.
Contesto unificato
Carries context forward across interactions and systems, using real-time data.
Sicurezza e Conformità
Livello enterprise
Offre sicurezza e conformità in linea con le normative cloud e la protezione dei dati.
Sicurezza proattiva
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.
Vivi risoluzioni più rapide, insight più evoluti e customer journey davvero continui e senza attriti.
