Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

Matthew N. Henry

End users of Talkdesk’s get in touch with-middle-as-a-provider suite have new tools to boost client working experience, this sort of as virtual agents, remote agent guidance and deeper hooks into internet marketing, integrations with CRM cloud platforms and connections to business collaboration tools this sort of as Slack and Microsoft Teams.

The corporation launched 20 new functions in the months primary up to its latest Opentalk 2020 virtual user conference, and renamed its CCaaS giving Talkdesk CX Cloud. Although some of the functions, this sort of as a workforce management and enterprise continuity, both ended up up and running or prolonged-prepared, the COVID-19 pandemic gave rise to new ones this sort of as CXTalent, which works by using AI to pair occupation seekers with businesses on the lookout to fill remote get in touch with middle roles.

For get in touch with centers, the most sizeable of the new Talkdesk functions revolve close to the firm’s foray into workforce management, mentioned Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. That suggests Talkdesk is getting on new, bigger opponents this sort of as Wonderful InContact, Verint and Genesys.

“They are making an full workforce management suite, which includes [agent] functionality management and top quality checking,” McGee-Smith mentioned. “It’s been on their internet site, but they have under no circumstances publicly taken that action to say ‘Yeah, we are performing this.'”

Virtual agents, collaboration connectors in Talkdesk CX Cloud

Connecting to business collaboration tools will help agents find solutions to client issues extra swiftly, mentioned Charanya Kannan, main products officer at Talkdesk. Buyer provider cloud suppliers ¬†including ServiceNow have released functions to connect agents to their firm’s in-home professionals who aid remedy account difficulties or specialized difficulties.

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

“A whole lot of occasions when customers request issues, agents will have to talk with the relaxation of the group to get solutions,” Kannan mentioned. “At corporations in which some of these issues are pretty deep, you need to provide in your specialized account manager or distinctive individuals internally. This provides a system to collaborate, building client working experience not just the occupation of the get in touch with middle personnel.”

Quite a few of Talkdesk’s customers, she additional, operate get in touch with centers with one,000 or extra agents. Getting in-home professionals via¬†popular collaboration tools can be an successful way to navigate big, multinational businesses that are in the procedure of moving whole IT operations to the cloud.

Other new Talkdesk CX Cloud functions involve connectors to CRM programs, so salespeople can see extra element about their customers’ interactions with client provider, and vice versa. Presently, Talkdesk customers connect to about 60 distinctive CRMs, Kannan mentioned. Salesforce is by far the most well-known, followed by ServiceNow and Zendesk. About 70% of Talkdesk customers use a single of those 3 CRMs.

“Salesforce and Talkdesk share a whole lot of similarities,” Kannan mentioned, introducing that they in good shape alongside one another effectively for the reason that corporations that use Salesforce are now familiar with and at ease working on an extensible multi-tenant cloud SaaS system, which Talkdesk also is.

Salesforce additional voice abilities for get in touch with centers to its Company Cloud giving late previous calendar year, building it a possible competitor for Talkdesk.

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