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
Duas plataformas, duas abordagens. É assim que transformam a experiência do 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.
Propósito
Gerencia interações
Tracks, routes, and logs conversations so people can respond.
Resolves conversations
AI that understands customers and gets work done across systems, channels, and teams.
Escopo e Integração
Contact center core
Covers front-line interactions inside the contact center.
Automação de ponta a ponta
Se estende do front ao back office, independentemente da infraestrutura.
experiência do cliente
Foco no canal
Ferramentas omnichannel gerenciam e respondem às interações, garantindo um atendimento consistente em todos os canais.
Foco na jornada
Automatiza jornadas de ponta a ponta, antecipando necessidades e personalizando experiências em escala.
Função de Agente
Força de trabalho humana
Agents handle interactions with AI-assisted guidance, routing, and workflow tools.
Força de trabalho de IA
Specialized AI agents work interactions end-to-end, stepping back for people when judgment or empathy is needed.
operacional
Optimizes operations
Streamlines queues, routing, and agent productivity.
Automates work
Runs complex, cross-system processes end-to-end.
Arquitetura
Evoluída para nuvem
Optimized for interaction routing, agent management, and daily operations at scale.
Nativa de IA
Projetada com orquestração de agentes múltiplos e uma arquitetura de dados unificada, permitindo automação adaptativa entre sistemas e canais.
Escalabilidade
Escala do contact center
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.
Segurança e conformidade
Nível empresarial
Garante segurança e conformidade alinhadas às regulamentações de nuvem e dados.
Segurança proativa
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.
Resolva mais rápido, gere informações mais inteligentes e entregue jornadas do cliente verdadeiramente contínuas.
