Talkdesk Agent Workspace for better visibility.
Accelerate resolution time, boost productivity, and simplify customer interactions with a unified agent workspace interface. With direct access to all vital customer applications and data, agents can efficiently deliver great support.
Exceptional customer service starts with an exceptional agent workspace.
Talkdesk Agent Workspace simplifies customer service, combining all essential CX applications and information agents need in one user-friendly interface. Pre-designed workspaces for specific industries come with integrations that surface essential customer data accessible from any device. AI automates manual tasks and provides agents with laser-precise answers to customer questions, step-by-step guidance to complete business processes, and recommended next-best actions, helping them resolve issues quickly and correctly.
Improve agent performance with customer conversation solutions.
Talkdesk Agent Workspace is a single unified interface where agents can manage all voice and digital customer conversations. As an interaction begins, the agent is equipped with customer information (such as their location, account details, and orders), along with a history of prior conversations, including any context from interactions with virtual agents. During the conversation, Talkdesk Copilot™ AI listens, learns, and delivers laser-precise answers and recommendations to the agent to speed up handle times, reduce after-call work, and make your agents’ jobs easier.
Enhance agent experience and unleash unparalleled agent productivity.
With direct access to customer experience tools in one user-friendly interface, agents don’t have to context-switch between different applications. Agent Workspace makes it easy to seamlessly transition between handling live interactions, managing voicemails, completing after-call work, trading shifts with colleagues, or requesting coaching from supervisors—everything needed to stay engaged throughout the employee lifecycle.
Improve agent workflows with an intuitive user interface.
Reduce onboarding time and quickly develop power agents with a consistent, intuitive user experience across every Talkdesk application. Organize and customize the Agent Workspace to prioritize applications, surface relevant information, and integrate specific data—no code needed. Interfaces can even be customized to specific agent types or teams, based on their role, employment status, or skill set, optimizing agent workflows with quick access to the exact tools and data they need.
"I can add an agent in 15 seconds, and there is no learning curve. We already hire agents who want to provide an excellent customer experience. They don’t have to waste time thinking about how to use Talkdesk. It just works."
Megan Hamilton Customer Service Manager, Zumiez
Integrate and automate your CX workflows.
Enable greater efficiency with our AppConnect marketplace and more than 70 out-of-the-box integrations, including with leading enterprise systems such as Salesforce, Microsoft Dynamics 365, Zendesk, and ServiceNow.
Sync contact information, update records, and automatically create cases and tickets directly from your Agent Workspace.
Optimized for a distributed workforce.
Empower your agents to work from anywhere, on any device. Log in using any web browser, access an easy-to-install desktop client via single sign-on, or download Conversations Mobile App™ for on-the-go sales and support teams.
Digital engagement
Provide seamless omnichannel customer support across multiple channels—SMS, chat, email, social messaging, and more.
Unified interface
Access all critical agent tools including customer interaction channels, workforce management, performance management, contacts, and more on a single screen.
Contact management
Easily search, edit, delete, create contacts, and more using quick actions.
Voicemail management
Create a personal inbox and bring important voicemails in to listen, download, analyze transcriptions, or assign them to another agent.
Activity history
Stay in the know with cross-channel interaction history, including abandoned and transferred calls.
Warm and blind transfers
Resolve customer issues faster by transferring calls to subject matter experts.
Conference calls
Add an agent, a supervisor, or a manager to a customer call for the best possible service.
Custom tabs
Provide agents with the right customer context for your business or industry by configuring personalized tabs in Agent Workspace.
Language selector
Let agents personalize their Workspace with their language of choice.
Notification center
Alert agents of recent events through a centralized notification feed.
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Related resources.
FAQs.
An agent workspace is a centralized platform that provides customer service agents with a unified interface, enabling them to efficiently manage customer interactions, access relevant information, and leverage multiple tools within a single place.
An agent workspace offers multiple benefits, from streamlined workflows to improved efficiency and enhanced productivity. With a unified interface, agents can easily access all customer information, CX applications, and tools, reducing response times, minimizing errors, and ultimately providing an enhanced customer experience.
A customer service agent should possess excellent communication skills, empathy, and problem-solving abilities. A strong understanding of the products and services they support, active listening, and adaptability are essential skills to ensure effective and positive customer interactions.