What is Context Mobile?
Context Mobile is a contact center solution that provides a response to common pain points that customers experience during contact center calls. It’s a shortcut to their resolution that bypasses satisfaction-reducing tasks like account identification, agent switching, lengthy issue explanation and waiting on hold. Context is designed to allow Talkdesk customers to utilize our smart contact center technology to skip all of the undesirable contact center actions and focus on the things that matter most: resolving issues for callers.
How does it work?
When a customer calls in, the contextual data that was captured from their in-app activity is presented to the agent in Talkdesk Callbar. This allows the agent to quickly identify and authenticate the caller, while also offering insights into what that customer may be calling about.
Our first release of Context Mobile is currently in Closed Beta and enabled through an iOS Mobile SDK.
Is the SDK available for Android?
At the moment Talkdesk is just offering the SDK for iOS platforms. There are plans to support Android soon but there's no date yet.
What do I need to access the Closed Beta iOS SDK?
As an existing Talkdesk customer you need to have:
- an Enterprise level license as the iOS SDK requires access to the APIs
To learn more, please visit our Developers documentation here.
How do I get started?
Deploying the SDK takes just minutes and the callback request form is completely customizable. Change the look and feel of the form to fit your branding and deliver a consistent customer experience. The callback form can even be further tailored with custom fields if you want additional customer needs to be captured.
To get started, visit our Talkdesk Mobile IOS SDK documentation here.
IOS Mobile SDK Advanced FAQ:
Can I pass real-time data into Talkdesk from the iOS SDK?
Talkdesk iOS SDK allows the integrating mobile application to supply contextual data to be appended to the interaction. The data must be available when the interaction starts, as it is passed to Talkdesk on the initial contact of the SDK for that interaction.
Once set, the context data remains valid for the entire interaction and it’s not possible to update the values anymore for the scope of that interaction.
I am not totally sure of what "interaction" means. Can you explain it?
On a very high-level you can think of interactions as "communication sessions" between the iOS SDK and Talkdesk. Actually it's a bit more complex than that, as interactions from Talkdesk side can be viewed as a collection of steps (which can be actions or data).
How many types of interactions you have?
As many different ones as you need. Interactions can be totally customized and tailored to suit your needs.
Can I configure them?
At the moment interactions are configured by Talkdesk. In the future, though, customers will be empowered to customize their interactions with a dedicated tool.
What data types do you support?
Currently, you can pass the following data types as contextual data to the iOS SDK:
- URL links
- geographic coordinates (limited support)
Where will the data be shown?
The contextual data injected by the app on the iOS SDK is passed to Talkdesk. Presently the Callbar is ready to display the contextual metadata. Talkdesk is designed to be able to deliver the data to other consumers too so, in the future, you might expect more visual supports for displaying data.
Can I authenticate my users with the iOS SDK?
Security is an important concern for Talkdesk. The iOS SDK offers access to Talkdesk services to third-parties on behalf of a customer.
When integrating the iOS SDK in your mobile application, you're handed a developer key that associates your users to your account and to that specific application. Talkdesk does not maintain information regarding the mobile application’s end-users.
Do you support customer-sourced authentication?
The iOS SDK was designed with the external authentication scenario in mind. In this use case the customer maintains it's own backend to authenticate users and fetch a session token from Talkdesk, to then inject it in the SDK. Currently, the iOS SDK only supports developer key based account authentication.
Can I access external integrations / systems from the iOS SDK?
Partially. The iOS SDK allows you to inject URLs of customer-hosted or external systems. These URLs are then passed to Talkdesk and forwarded to the supported consumer channels (Callbar). From here you can click on the links and open your external integration/system. Please do note that the integration is not accessible on the iOS SDK. The iOS SDK is just facilitating the process by channeling the URL to Talkdesk.
What about CRMs?
For CRMs the same principles of the external integrations apply.
Mobile application integration
How easy is it to integrate the iOS SDK in my mobile application?
Talkdesk's iOS SDK was designed with an easy integration in mind. It can be setup in minutes and put to work with some lines of code.
My mobile application has its own look and feel. Can I still use the iOS SDK?
No problem. The iOS SDK was designed to offer multi-level customization and to leverage Apple standards regarding visual customization. Also, the iOS SDK allows the UI elements to be reused and customized if the customer wants to compose the elements in a different layout, or use a different presentation mode. For these scenarios the iOS SDK offers several layers of programmatic abstractions that can be used in the application to get the desired kind of experience.
Is it easy?
The level of effort depends of the level of customization needed. For "out-of-the-box" visual customization, it is trivial to implement.
This is great! Am I limited to visual customizations?
The iOS SDK was designed with flexibility in mind. As such, you can also customize all the text messages and even add more fields to the forms!
What kind of fields can I use on the forms?
Presently, the iOS SDK supports text input fields and telephone number input fields. The iOS SDK was designed with expansion in mind, so you can expect more types of input fields to be supported.
Can I make calls through Talkdesk with the iOS SDK?
Currently the iOS SDK only supports callback requests. This means that you can input your contact data on the iOS SDK (or pass it programmatically, if you have the information available on the app), and within moments get a call from an agent through Talkdesk.
Is it that fast?
The speed of the returned call depends on many factors, such as the number of agents online or the system load.
So I might have to wait a bit?
Callback requests coming from iOS SDK are still subject to the same waiting queues as regular inbound and outbound calls.
Can I really save as much as 30% in yearly costs?
How much you can save depends on many factors. You can use the iOS SDK to provide your mobile application users "self-service-first" issue resolution, and thus save your agents of many extra calls.
"Self-service-first" issue resolution sounds amazing. Can you tell me more about it?
This capability is available in the iOS SDK via the so-called "knowledge-base feature", where it can be configured to show a list of suggested topics that might help the user find it's way without having to request a callback. These topics can be linked to external web pages and opened in the mobile device browser. It’s available starting from the SDK version: 0.2.1.
Can the agent be shown the name of the caller when the call ringing starts?
This is supported in the iOS SDK only if the mobile application has the information available and sends the information as context data.
Can the agent be shown other information regarding the mobile application activity when the call ringing starts?
This is supported on the iOS SDK only if the mobile application has the information available and sends the information as context data.
How fast it is for me to have the iOS SDK leveraging some of the Context Mobile announced features?
While it's a fast process you'll need to have some configurations performed on Talkdesk side.
Where can I get more technical information?
You can check the FAQ on the official Talkdesk iOS SDK documentation site.
What about code snippets and examples?
On the official Talkdesk iOS SDK documentation site you can find several guides that cover the following topics:
- Getting started