Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

Users of Talkdesk’s call-heart-as-a-support suite have new applications to increase customer knowledge, such as virtual brokers, distant agent assist and further hooks into marketing, integrations with CRM cloud platforms and connections to business collaboration applications such as Slack and Microsoft Teams.

The corporation released 20 new functions in the weeks leading up to its latest Opentalk 2020 virtual consumer meeting, and renamed its CCaaS featuring Talkdesk CX Cloud. While some of the functions, such as a workforce administration and business continuity, possibly had been up and working or long-prepared, the COVID-19 pandemic gave rise to new ones such as CXTalent, which takes advantage of AI to pair task seekers with organizations wanting to fill distant call heart roles.

For call centers, the most important of the new Talkdesk functions revolve all around the company’s foray into workforce administration, reported Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. That suggests Talkdesk is using on new, larger rivals such as Good InContact, Verint and Genesys.

“They’re constructing an whole workforce administration suite, which consists of [agent] efficiency administration and high quality checking,” McGee-Smith reported. “It’s been on their site, but they’ve hardly ever publicly taken that stage to say ‘Yeah, we are doing this.'”

Digital brokers, collaboration connectors in Talkdesk CX Cloud

Connecting to business collaboration applications allows brokers come across solutions to customer questions much more rapidly, reported Charanya Kannan, chief item officer at Talkdesk. Client support cloud suppliers ¬†including ServiceNow have introduced functions to join brokers to their company’s in-house professionals who support remedy account troubles or specialized concerns.

Charanya Kannan, Talkdesk Chief Product Officer, introduces CX Cloud at the company's Opentalk 2020 virtual user conference.
Charanya Kannan, Talkdesk Chief Item Officer, introduces CX Cloud at the company’s Opentalk 2020 virtual consumer meeting.

“A large amount of situations when customers talk to questions, brokers will have to converse with the relaxation of the corporation to get solutions,” Kannan reported. “At companies exactly where some of these questions are really deep, you require to deliver in your specialized account manager or different individuals internally. This presents a mechanism to collaborate, producing customer knowledge not just the task of the call heart employee.”

Quite a few of Talkdesk’s customers, she included, operate call centers with 1,000 or much more brokers. Finding in-house professionals via¬†popular collaboration applications can be an productive way to navigate massive, multinational organizations that are in the process of shifting full IT operations to the cloud.

Other new Talkdesk CX Cloud functions involve connectors to CRM programs, so salespeople can see much more detail about their customers’ interactions with customer support, and vice versa. Currently, Talkdesk customers join to about 60 different CRMs, Kannan reported. Salesforce is by significantly the most preferred, adopted by ServiceNow and Zendesk. About 70% of Talkdesk customers use a person of individuals 3 CRMs.

“Salesforce and Talkdesk share a large amount of similarities,” Kannan reported, incorporating that they match with each other perfectly due to the fact companies that use Salesforce are already familiar with and snug working on an extensible multi-tenant cloud SaaS system, which Talkdesk also is.

Salesforce included voice abilities for call centers to its Service Cloud featuring late past calendar year, producing it a opportunity competitor for Talkdesk.