Utilizing automated entitlement, provisioning, and configuration processes, Talkdesk Express offers indispensable tools that ensure seamless operations and heightened customer engagement, providing a unified experience across both voice and digital channels.
Agent Workspace
Talkdesk Agent Workspace unifies all the CX applications and information needed on a “single pane of glass,” empowering them to work more efficiently and effectively. It’s strikingly intuitive to use, and designed to deliver personalised customer experiences that build loyalty and drive revenue.
As part of the Talkdesk Express offer, Agent Workspace includes, amongst others, the following features:
- Conversations Engagement - Seamless customer interactions across Voice, SMS, and Facebook channels (email is a roadmap item), including unlimited voice recording storage.
- Contact Management - Easily search, edit, delete, create contacts, and more using quick actions.
- Voicemail Management - Bring voicemails in to listen, download, or assign them to another agent.
- Activity History - Stay in the know with cross-channel interaction history, including abandoned and transferred calls.
Reporting & Dashboarding
Real-time dashboarding and business intelligence enables Talkdesk Express to deliver a 360º view of the customer journey. Tied to the Talkdesk Guardian app, the solution offers a comprehensive understanding of the efficiency and effectiveness of agents as they interact with the platform.
As part of the Talkdesk Express offer, Reporting & Dashboarding includes, amongst others, the following features:
- Talkdesk Live - delivers dashboards and wallboards for a live view of performance against SLAs and key metrics. Easily identify areas for improvement to coach agents and impact customer satisfaction.
- Talkdesk Explore - An historical reporting and business analytics tool that features flexible filtering, scheduling, and customisation options for a 360-degree view of contact center performance.
- Talkdesk Guardian - A native cloud compliance application that helps contact centers mitigate the risks of a distributed workforce. Guardian learns from historical activity patterns to create a baseline of user behaviours and flag unexpected events.
Routing & Orchestration
Talkdesk Express incorporates Talkdesk Studio – a visual routing designer that enables non-technical stakeholders to create effortless customer journeys with clicks, not code – as a way to deliver advanced routing capabilities and orchestration of the end user’s omnichannel journey. Any user can create IVR call routing flows in minutes using Talkdesk Studio.
As part of the Talkdesk Express offer, Routing & Orchestration includes, amongst others, the following features:
- Point, click, and publish - Empowering non-technical users to autonomously configure, design, and manage any call flow.
- Speech recognition - Provide a convenient, hands-free IVR experience for customers using natural language processing.
- Text-to-Speech - Turn text into lifelike natural sounding human speech to greet and navigate your customers through a fully automated voice experience.
- Modules - Save time and effort with reusable blocks of business logic and apply them to as many Studio flows as needed, passing data between modules and flows.
- Functions - Customize and enhance routing with advanced business logic using a built-in, low-code editor.
- Queue management - Reduce waiting times and increase customer satisfaction by splitting traffic and distributing workloads.
- Attribute-based routing - Precisely match and route customer conversations to the most relevant agent based on the agent’s skillset for streamlined interactions and improved CSAT scores.
Integrations & Connections
To foster a more flexible, fast, and scalable implementation of custom scenarios, Talkdesk Express is able to be extended into other platforms. The solution includes a comprehensive set of integration and connecting options with 3rd party and homegrown systems, via a no-code interface.
As part of the Talkdesk Express offer, Integrations & Connections includes, amongst others, the following features:
- Talkdesk Integrations - Built-in, “out-of-the-box,” self-service integration wizards that enable the integration of Talkdesk Express with nearly 30 systems, amongst which are included: AutoReach, Dynamics 365, Intercom, Kustomer, Microsoft Teams Directory, Shopify, Slack, Zendesk, Zoho CRM.
- Talkdesk Connections - Custom actions, data pushes, and data dips to and from third-party APIs (Application Programming Interface), and complements the experience with the possibility of sending call-related information to the same third-party systems.
Training & Documentation
Robust training and documentation play a pivotal role in unlocking the full potential of Talkdesk Express. Clear and comprehensive training ensures that users, from novices to seasoned professionals, can swiftly adapt to the platform, minimising onboarding time and accelerating productivity. Documentation acts as a valuable reference, empowering users to troubleshoot independently, fostering self-sufficiency, and reducing reliance on support channels. Ultimately, investing in thorough training and documentation not only enhances user proficiency but also contributes to a positive user experience, laying the foundation for long-term customer satisfaction and loyalty.
As part of the Talkdesk Express offer, Training & Documentation includes, amongst others, the following features:
- Talkdesk Academy - A series of free training courses that can help expand knowledge on how to best leverage Talkdesk, designed to develop skills through tips, techniques, and prescriptive training with the Talkdesk CX Cloud contact center platform.
- Talkdesk Home - A workspace landing page for administrators and supervisors, working as a switchboard to help drive higher proficiency with Talkdesk capabilities, by making it easier to access concise documentation and training materials.