Check out what's new from the prior week:
- Talkdesk Advanced Dialer
- Talkdesk Agent Workspace - Activities & Contacts
- Talkdesk AI Agent Platform
- [Preview] Talkdesk Conversation Orchestrator
- Talkdesk Digital Engagement
- [Preview] Talkdesk Interaction Analytics
- Talkdesk Quality Management
- Talkdesk Studio
Release Notes
Talkdesk Advanced Dialer
- Agent-Level Blending: This feature automates the switch between inbound and outbound tasks, prioritizing live traffic to eliminate missed calls and maximize downtime. Admins can now enable this per-user via the Users app, providing the granular flexibility needed to tailor workflows to specific agent roles.
Talkdesk Agent Workspace - Activities & Contacts
- Download Email in Activities: Users can now download emails from Activities in EML file format for easier local storage and sharing.
- Add Labels to Contact Phone Numbers and Email Addresses: Users can now add pre-defined or customized labels to phone numbers and email addresses on the Contact details page, making it easy to identify the type of each contact method.
Talkdesk AI Agent Platform
- Model Context Protocol (MCP) for AI Agents is now Generally Available: Talkdesk now supports MCP integration, enabling customers to extend AI Agents with externally hosted tools. Now, AI Agents can securely invoke remote tools exposed by customer-hosted MCP Servers.
[Preview] Talkdesk Conversation Orchestrator
- Talkdesk Bring Your Own AI (SIP): A Talkdesk new workflow that allows customers to integrate 3rd party voice AI bots using the Session Initiation Protocol (SIP), an open-standard VoIP protocol. It can be used to support bidirectional streams that can be used by other applications to do voice analysis or processing, as well as to support a bidirectional stream where an autopilot can participate in a conversation.
Talkdesk Digital Engagement
- [Preview] AI-Powered Template Recommendations: Boost productivity by surfacing curated, approved templates based on the live conversation, removing the need for manual library searches. Agents can scale high-quality, brand-consistent responses, resulting in lower handling times and a high-quality customer experience.
- Digital DNC dataset: This feature ensures regulatory compliance and reduces the risk of unauthorized messaging by maintaining a unified record of opt-in and opt-out activities. The system now automatically captures consent events and synchronizes them with the Conversations app to inform agents in real time if a contact cannot be messaged.
[Preview] Talkdesk Interaction Analytics
- Routing capabilities are now Queues instead of Ring Groups: In Interaction Analytics, this preview change will apply when searching for specific interactions, using Mood Detector, or filtering overall Intents or Topics Discoveries.
Talkdesk Quality Management:
- US Regional Cloud for Screen Recording: We now support screen recording (on-demand) through our US regional cloud. This helps reduce latency for customers located in the US regions.
- Standalone Recording Playback Page: You can now access a standalone playback page for screen recordings. This new page lets you view screen recordings, audio recordings, and transcripts (if available) in a single, unified view.
Talkdesk Studio
- Context Variable Formatting: Admins can now change the format of context variables directly within Studio. This update reduces operational burden by allowing customers to manage variable formats autonomously.
This digest is a consolidated list of Release Notes and Product Notices published over the past week. To learn more, click through the links above.