SOURCE: Talkdesk

May 17, 2016 14:45 ET

Talkdesk Unveiled New Solutions, Integrations and Features at Opentalk Summit to Empower Customer-Centric Businesses

Company Announced Integrations With Slack and Salesforce, Omnichannel Solution, Callbar, and Platform APIs

SAN FRANCISCO, CA--(Marketwired - May 17, 2016) - Talkdesk, the world's leading cloud-based call center software provider, unveiled several new products and features that make it easier for businesses to communicate with their customers in real-time across any channel at its Opentalk Summit in San Francisco. These new features are designed to empower customer-centric businesses to take steps to rethink and reshape the customer experience.

Talkdesk believes that the most successful companies invest heavily in making their customers happy. To that end, Talkdesk sees real-time communication as the best way to create personalized, effortless and ultimately satisfying customer experiences. Today's announcement is in line with Talkdesk's foundational understanding of the customer landscape. These features represent a significant enhancement to Talkdesk's product, by dramatically expanding the channels through which businesses can connect with their customers.

"Helping businesses create better customer experiences is at the core of our product principles," said Tiago Paiva, Founder and CEO of Talkdesk. "Today's announcement delivers on that vision by expanding the tools and communications channels call center agents can use to connect with customers."

Omnichannel Communications
Talkdesk unveiled two new channels to complement their existing voice channel onstage with Todd Enders, Sr. Director of Product Marketing for Salesforce. Traditionally, customer service has been entirely focused on call centers providing voice calls. Due to changing consumer expectations, modern businesses require the ability to make connections across multiple channels to fit different situations and customer preferences. With the launch of Talkdesk's omnichannel solution, businesses can now seamlessly interact across voice, SMS, and video.

Key Features Include:

  • Unified routing across channels
  • Agent visibility via video or screenshare into what customers are seeing
  • Seamless transition to video during existing customer calls
  • Customized reports on SMS and video activity
  • Integration with business applications such as Salesforce

All Talkdesk channels operate seamlessly together, offering users robust cross channel functionalities, including easy routing and comprehensive reports. Talkdesk SMS support is now available in beta. Talkdesk video support will be available later this year.

Talkdesk for Slack
Through an integration with Slack, Talkdesk users will now be able to drive faster resolution and increase customer satisfaction aided by real-time collaboration across the organization. Users can start a conversation in Slack with individuals or groups of team members, supervisors, or experts with a single click. For example, if a support agent wants to request an upgrade from a supervisor, they can do so via Slack without ever having to put a user on hold.

Additional Features Include:

  • Improved coaching features: Call center supervisors can monitor live conversations and coach agents on Slack within the Talkdesk interface
  • Agents can ask for help via Slack by sending a Talkdesk call barge link to individuals or channels
  • Automated notifications can be enabled in Slack to notify team members when significant call center events occur such as queue spikes

Talkdesk for Slack is now live on the Slack App Directory. Brad Armstrong, Slack's Head of Business Development, helped unveil the integration and discussed the impact on stage at Opentalk.

In addition to the Talkdesk application itself, which integrates with more than 25 business tools, Talkdesk's call center solution is also available as a CTI integration within business tools such as Zendesk and Salesforce. With the launch of Talkdesk Callbar, businesses can enable call center agents to make calls from virtually any application through a Chrome extension. The application goes beyond providing a new way to answer calls; the Callbar will reveal critical caller information to agents, such as contact history and biographical information, in real-time to help them make personalized connections from the moment the call connects.

What makes Talkdesk different is that it's not just a contact center solution. Talkdesk is building a real-time communications platform which will be open to customers later this year.

The Callbar is one example of an application built on top of this platform. Callbar APIs will allow customers to further customize your agent's view. Routing APIs and Reporting APIs will allow customers to adapt their call center to the rest of the enterprise's infrastructure and not the other way around.

Talkdesk is headquartered in San Francisco and has a satellite office in Lisbon, Portugal.

About Talkdesk
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, real-time conversations with customers.