Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

Customers of Talkdesk’s get hold of-heart-as-a-company suite have new equipment to boost buyer encounter, these as digital brokers, distant agent help and further hooks into advertising, integrations with CRM cloud platforms and connections to enterprise collaboration equipment these as Slack and Microsoft Groups.

The organization released 20 new attributes in the weeks primary up to its new Opentalk 2020 digital consumer conference, and renamed its CCaaS featuring Talkdesk CX Cloud. Though some of the attributes, these as a workforce administration and enterprise continuity, possibly were up and functioning or lengthy-prepared, the COVID-19 pandemic gave increase to new kinds these as CXTalent, which employs AI to pair job seekers with companies looking to fill distant get hold of heart roles.

For get hold of facilities, the most important of the new Talkdesk attributes revolve all-around the company’s foray into workforce administration, mentioned Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. That implies Talkdesk is taking on new, even larger competitors these as Awesome InContact, Verint and Genesys.

“They’re making an whole workforce administration suite, which consists of [agent] general performance administration and excellent monitoring,” McGee-Smith mentioned. “It truly is been on their web page, but they’ve never publicly taken that stage to say ‘Yeah, we’re performing this.'”

Virtual brokers, collaboration connectors in Talkdesk CX Cloud

Connecting to enterprise collaboration equipment helps brokers discover solutions to buyer inquiries a lot more swiftly, mentioned Charanya Kannan, chief solution officer at Talkdesk. Customer company cloud vendors ¬†including ServiceNow have released attributes to link brokers to their company’s in-residence gurus who assistance clear up account troubles or technological troubles.

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

“A lot of occasions when shoppers talk to inquiries, brokers will have to connect with the rest of the group to get solutions,” Kannan mentioned. “At organizations where by some of these inquiries are extremely deep, you require to convey in your technological account manager or diverse men and women internally. This provides a mechanism to collaborate, producing buyer encounter not just the job of the get hold of heart staff.”

Quite a few of Talkdesk’s shoppers, she included, operate get hold of facilities with one,000 or a lot more brokers. Finding in-residence gurus via¬†popular collaboration equipment can be an successful way to navigate significant, multinational companies that are in the procedure of relocating total IT operations to the cloud.

Other new Talkdesk CX Cloud attributes include things like connectors to CRM techniques, so salespeople can see a lot more detail about their customers’ interactions with buyer company, and vice versa. Presently, Talkdesk shoppers link to about sixty diverse CRMs, Kannan mentioned. Salesforce is by significantly the most well known, adopted by ServiceNow and Zendesk. About 70% of Talkdesk shoppers use just one of all those 3 CRMs.

“Salesforce and Talkdesk share a lot of similarities,” Kannan mentioned, including that they in good shape collectively properly because organizations that use Salesforce are previously acquainted with and comfortable working on an extensible multi-tenant cloud SaaS system, which Talkdesk also is.

Salesforce included voice abilities for get hold of facilities to its Support Cloud featuring late previous year, producing it a prospective competitor for Talkdesk.