SalesTech Star

Talkdesk Expands Cloud Contact Center Offering With a Complete Suite of Workforce Engagement Management Solutions

Products #17 to #20 complete the Talkdesk 20-in-20 innovation program, confirming Talkdesk’s commitment to delivering a global, end-to-end CX solution on a single unified platform

Talkdesk, the cloud contact center for innovative enterprises, expands its workforce engagement management (WEM) capabilities with products to manage, develop and engage agents throughout the employee lifecycle. Talkdesk WEM is an integrated suite of intelligent, intuitive solutions for training, managing, coaching and empowering agents to deliver exceptional customer experience while saving valuable time and effort for supervisors, resource planners and quality analysts. Talkdesk WEM additions and enhancements include Talkdesk Quality ManagementTM, Talkdesk Advanced Call RecordingTM, Talkdesk Screen RecordingTM and Talkdesk Speech AnalyticsTM.

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Talkdesk expands cloud contact center offering with a complete suite of #WEM solutions. @Talkdesk completes #20in20 innovation program, confirming commitment to deliver a global, end-to-end #CX solution on a single unified platform

“Talkdesk WEM is designed to help companies manage, develop and engage agents throughout the employee life cycle and is directly integrated within the Talkdesk platform,” said Charanya Kannan, chief product officer, Talkdesk. “Talkdesk CX Cloud’s end-to-end platform approach unifies contact center and workforce engagement solutions to provide a seamless user experience to connect with customers, evaluate those interactions and improve agent development in order to elevate the customer experience.”

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Quality Management improves agent performance and elevates the customer experience with efficient evaluations and actionable feedback. Now supervisors and quality analysts can complete comprehensive reviews of customer interactions, fill out score cards and add time-stamped annotations to recordings within a single, intuitive user interface to streamline the quality management process. Talkdesk Quality Management easily integrates with Talkdesk Speech Analytics to automatically identify topics, sentiment and potential compliance issues, allowing supervisors to focus more time and effort on coaching agents by prioritizing key moments for evaluation.

Advanced Call Recording and Screen Recording provide the insights and accountability contact centers need to maintain compliance, develop agents and improve the customer experience. Synchronized playback of voice and screen recordings, along with powerful new playback capabilities, make it easy to holistically evaluate customer interactions and gain a better understanding of agent workflows.

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