Unifying and customizing the agent experience within the third-party business systems agents already use helps contact centers lay the foundation for smarter work and more efficient, precise customer interactions
Talkdesk, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, announced that Talkdesk is simplifying the agent experience by embedding Talkdesk inside third-party customer relationship management (CRM) and helpdesk systems agents most often use in contact centers.
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Using simple no-code and low-code tools, Talkdesk Embedded allows customers to easily embed elements of Talkdesk Workspace™, Talkdesk Conversations App™, and Talkdesk Copilot™ within pre-integrated solutions like Zendesk, Salesforce, ServiceNow, Dynamics, Pega, Oracle, and even homegrown systems agents use. This allows agents to optimize workflows by seamlessly accessing Talkdesk applications, including call controls and live transcriptions, in a unified workspace, removing tedious back-and-forth between screens, increasing their efficiency and the productivity of the contact center. Talkdesk Copilot can drive a 15% reduction in average handle time (AHT), while any embedded components can offer improvement in tool adoption and agent satisfaction.
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Integrations are easily customizable and modular, enabling administrators and technical users to configure highly tailored user experiences and workflows. This dramatically reduces the strain on IT departments by empowering technical users to create, modify, and launch Talkdesk components for their unique use cases and work demands.
According to a Deloitte 2024 State of the Contact Center study, three-quarters (76%) of agents report being overwhelmed by systems and information. More than 300 Talkdesk customers are already using Talkdesk Embedded to give their agents access to tools that personalize customer conversations within one workspace, reducing tool fatigue and fueling smarter, happier, and enhanced customer experiences.
