Top Talkdesk Alternatives and Overview

Talkdesk is an online, cloud-based contact center that is used to empower companies to form interactive and friendly experiences with their customers. Unified with organizational class performance and customer-friendly experiences, it enables you to adapt your contact center to the progressing needs of their customers and teams. It supports businesses and organizations to enhance customer satisfaction while a parallel reduction in customer support costs. The software uses an advanced interactive voice recorder response and automatic call distribution for skill-based routing, wherein the callers are directed to the agent who is the smartest to meet the requirements based on customizable data. The center displays the contact name, image and caller person’s information with history of purchase and contact in the browser itself with real-time automation so they can automatically personalize their conversations. Additionally, the system integrates with several distinctive programs including salesforce, zendesk, and Shopify. It is also considered as one of the quickly emerging cloud contact center solution platforms with about thousands of customers, users, and countries.

Dialing options and quality assurance

This feature involves a preview dialing option that reviews the information about the individuals being called before the call begins. Progressive dialing assists the agents and offers a predetermined amount of time to display the call information before the automatically called. Predictive dialler makes the use of an algorithm to predict when an operator is available to respond to further calls. Evaluation and calibration provide various tools for evaluating customer interactions while offering features for maintaining fair and consistent scoring. Meanwhile, the reports are being generated for the quality and performance aspects.

Channels and agent tools

This involves voice and social tools that enhance the quality of voice call functionality and offer an interface for more than one social media channel. The option of web chat is also available that integrates live chat functions that are initiated from a prospective company’s website. Mobile SMS and email are used to accept the further contacts initiated through SMS or various mobile text functions. Omni-channel and whisper coaching helps to ensure if the caller’s experience is seamless throughout their entire conversation and allows a supervisor to hear and train in real-time aspect. Additionally, there is callback scheduling and call recording that allows the rescheduling of calls within the software itself, either directly or through an agent itself. The recorded calls are used to access or examine at a later time to check if the quality and standards are duly met, and pausing of calls if felt necessary.

Engagement functions

This feature mainly involves feedbacks and training tools for providing personalized feedback and coaching sessions. It also provides a centralized dashboard to the agents to screen their respective scores and feedbacks. Training is the tool for educating and training agents with unlimited calls without diminishing the quality. Session routing is used to route or direct the calls to the most appropriate agent considering a series of factors, involving time of the day, outcomes and skill-based targeting. These certain voicemails can be directed to the agents even during the quiet call periods.

Company Name: Talkdesk, Inc

Company Address: 535 Mission Street, 12th Floor, San Francisco, CA, USA

Founded in: 2011