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. Veja como 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.
Finalidade
Gerir as 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.
Âmbito de aplicação e integração
Contact center core
Covers front-line interactions inside the contact center.
Automação ponto a ponto
Estende-se ao front office e ao back office, independentemente da infraestrutura.
Experiência do Cliente
Centrada no canal
As ferramentas omnichannel gerem e respondem às interações, fornecendo um serviço consistente em todos os canais.
Centrada no percurso
Automatiza percursos ponto a ponto, antecipando necessidades e personalizando experiências em grande escala.
Papel do agente
Equipa de agentes humanos
Agents handle interactions with AI-assisted guidance, routing, and workflow tools.
Equipa de IA
Specialized AI agents work interactions end-to-end, stepping back for people when judgment or empathy is needed.
EFICIÊNCIA
Optimizes operations
Streamlines queues, routing, and agent productivity.
Automates work
Runs complex, cross-system processes end-to-end.
Arquitetura
Evolução da cloud
Optimized for interaction routing, agent management, and daily operations at scale.
Nativa de IA
Concebida com base na orquestração multiagentes e na arquitetura de dados unificada, permite a automatização adaptativa entre sistemas e canais.
Dimensionabilidade
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
Fornece segurança e conformidade alinhadas com os regulamentos relativos à cloud e à proteção de 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.
Experimente resoluções mais rápidas, informações mais inteligentes e percursos do cliente verdadeiramente perfeitos.
