Customer Engagement

Customer Engagement


Our customer engagment apps are all about delivering a better way to connect to your customer, across the channel of thier choice. While customers today expect you to engage on the channel of thier choice, when they really have an urgent issue you still need to deliver high quality, personalised phone support as well. We do it all and we do it seamlessly

The CX impact on customer engagment


  • 90% of customers say the experience a company provides is as important as its products and services.


  • 67% of customers have switched brands due to poor customer service.


  • 72% of companies cite upgrading contact centre systems/technologies as a priority.


  • 89% of companies say contact centre is a meaningful contributor to CX strategy.

Our commitment to global call quality


  • Global low latency (GLL) architechture
  • Priority voice package routing
  • Network connection quality monitoring
  • Automatic telephone provider failover


Voice Quality (in MOS)


USA = 4.28 ot of 4.4

Globally = 4.25 out of 4.4

Boost

Give your digital transformation a boost

  • Future-proof your investment

    Keep your ACD while enjoying all cloud capablitlies and access to constant stream of new features. Also, since the cloud has barriers, you can expand intentaionally at your pace.


  • Take your customer experience to the next level

    Equip your agents, supervisors and customers with intelligent tools to advance customer support and make every contact valuable.

  • Embrace all digital oppertunities

    Empower your agents with mobile access and real-time knowledge to deliever consistent busiess excellence over multiple touchpoints

  • Ensure business continuity in uncertain times

    Enable you agents to work from their homes as protection against natural disasters and other threats

IVR (Studio)


Smart and effective customer journeys - simply designed

  • Streamline customer journey design

    Ditch complexity by leveraging a visual flow designer and rich library of "plug-and-play" components that enable non-technical users to create effective customer journeys with clicks, not code

  • Create smooth customer experiences

    Visualise the exact strucure and outcome of any call flow, all while performing real-time error checking, so customers never struggle with stalls, loops or dead-ends

  • Inform routing decisions

    Collect key contextual information via IVR or fetch it from integrated systems to make sure every customer is matched with the best available agent

Outbound Dialer


A broad suite of productive outbound dialing options based on customer need

  • Powerful native predictive dialing

    Next generation Predictive Dialing for highly effecient and compliant customer outreach. Deliever 200-300% more outbound calls per agent per hour, leading to more revenue and high ROI. Ideal for B2C

  • Salesforce dialer integration

    talkdesk enables customers to access preview and power dialer capabilities from withing Salerforce in a seamlessly integrated environment, leading tomore agent productivity. Ideal for B2C.

  • Proactive notifications

    Talkdesk enables companies to sent personalised and timely notificatiosn via phone or SMS in a completely agentless mode, reducing the customer effort and inbound call volume, and improving customer experience.

Omnichannel


Meet your customers where they are

  • One platform across channels

    Unify your digital channels into one platform with complete customer context and  easy elevations between channels.

  • 10+ channels

    Enagae with customers of a channel of their choice, driving higher CSAT and CX

    • Phone
    • Email
    • Chat
    • Social
    • Twitter
    • Facebook Messenger
    • WhatsApp
    • Apple Business Chat
    • SMS/RCS
    • We Chat
    • and more...

  • Powerful Insights

    Uncover conversations about your products and feed information back to internal teams to help drive product enhancements

Self- service


AI-powered tools to help you customers help themselves

  • Conversationsal

    Every self-service channel is now conversation ready with Talkdesk speech tools for deeper engagement spanning service, sales and support

  • Mobile

    Take advantage of smart device ubiquity through SDKs and APIs that embed Talkdesk into apps and webistes to gather real time context for a better, more personalised self-service experience

  • Intelligent

    Make your systems intelligent and your customers knowledgeable with AI tools ensuring the best answers rise to the top and speech technologies that let you know what your customers mean, not just what they're saying

  • Continuous

    Available anytime, on any channel and easily started and stopped with the confidence Talkdesk is alwasy running from industry leading 100% uptime SLA

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