Explore common contact center challenges:
Do more with less.
Even with reductions being made to budgets and continued labor shortages, contact centers must remain focused on delivering exceptional CX.
Disparate technologies and vendors
Rising call volumes
Human capital cost
Dynamic scaling of resources
Talkdesk can help.
See how our solutions can save you money and improve CX.
Enter your contact center information below.
Gain operational efficiency
*Your data will not be stored or collected.
Maximize agent productivity
Drive operational agility
Optimize customer experiences
Scale operational productivity
Annual inbound and outbound call volume
Agent average handle time (secs)
Annually fully burdened cost per agent (USD)
Total company revenue (USD)
Average handle time (AHT) cost savings.
$148,988
Annual Savings:
Your potential impact.
Increase customer self-service with AI-powered channels
Operational efficiency in action.
•
•
Accurately identify customers’ needs and provide instant answers with a two-way natural dialogue on voice and digital chat channels—including multiple language support—with an intelligent virtual agent.
Improve users’ search queries and extract relevant information from multiple, diverse data sets to help agents and customers resolve issues faster with AI-powered semantic search techniques.
Orchestrate smart and effective customer journeys
Unlock the power of data
Equip agents with knowledge
Farfetch achieved better service and cost efficiencies while designing a happier, more agile global customer service team.
Talkdesk is uniquely positioned to help your business weather economic cycles by empowering you to reduce costs and improve CX.
Optimize your contact center. Increase your cost savings.
SEE THE TALKDESK DIFFERENCE
Between 2018 and 2020, we saw cost efficiencies of around around 40%—half of which I attribute directly to Talkdesk.”
— André Cavaco Leitão, global director of workforce optimization at Farfetch
“
50%
reduction in handling/
resolution times.
1
1
2
3
4
Partner with our industry-leading experts to build a custom cloud contact center ROI analysis and pinpoint the most impactful areas for CX improvement.
Increase cost savings and improve your CX today.
See Talkdesk in action to understand how we help companies like yours make customer experience a competitive advantage.
REQUEST A CUSTOM DEMO
Additional resources
How to improve CX in an uncertain economic environment
Redefining the future of the contact center from a 'Cost to Growth Based' business
Driving impact at scale in CX and EX with intelligent automation
CONSULT WITH A CX STRATEGIST
VIEW COMPILATION
Gain operational efficiency
•
•
•
•
Easily create AI-powered intelligent, context-driven IVR flows using drag and drop tools to create your perfect combination of IVR scripts, menus, and options, including triggers to route to a live agent.
Quickly and securely verify caller identity using voice biometrics as part of your automation flow to quickly route customers to agents.
Precisely match and route customer conversations to the most relevant agent based on the agent's skillset for streamlined interactions.
Split traffic and distribute workloads with queue management to reduce wait times.
2
•
•
Leverage contextual information pulled directly from your CRM in real-time to tailor every interaction to the customer’s unique interaction history with your business.
Analyze all of your customer interactions to identify trends, detect performance pitfalls, and take action instantly.
3
•
•
Connect to your knowledge base to provide agents with AI-powered contextual recommendations and direct answers to quickly resolve issues during live calls and digital chats.
Intelligently suggest knowledge base articles and real-time next best actions inside the agent interface to help resolve complex customer issues correctly and quickly.
4
Agent productivity in action.
By integrating Talkdesk and Freshdesk, GetYourGuide has been able to simplify the daily lives of its agents by automating manual processes.
decrease in aftercall work.
42%
Team productivity business impact.
Annual revenue impact:
$46,875
Your potential impact.
Focus on tasks that drive loyalty and retention
Make customer connections that count
Optimize agent utilization
Simplify the agent experience
1
2
3
4
•
•
•
Enable agents to move seamlessly across all channels within a single interaction and access customer profile information in an all-in-one agent workspace.
Identify complex issues with escalation needs and seamlessly handoff customer interactions from the Virtual Agent to a human agent.
Ensure seamless conversations while adhering to PCI compliance by processing sensitive credit card data without disrupting a live call.
4
•
•
•
•
Provide real-time call transcriptions and dynamically suggest articles and direct answers inside the agent interface to help resolve complex customer issues correctly and quickly.
Increase connection rates by automatically selecting the best phone number and area code to display on your outbound caller ID when placing calls.
Empower agents to handle multiple conversations according to your business needs with capacity management.
Generate optimized schedules designed to improve your agent utilization without sacrificing service levels with automated, skills-based scheduling.
3
•
•
Intelligently pace outbound call volume and filter out unproductive calls—such as voicemail, busy signals, and no answers—for maximum productivity.
Automatically send personalized, relevant, and timely notifications via phone or SMS in a fully agentless mode.
2
•
•
Take advantage of pre-built and customizable automations that eliminate the need for agents to manually update multiple applications with a tight CRM and contact center integration.
Intelligently deliver real-time next best actions and use integrated automations to ease back-office tasks and after-call work.
1
Maximize agent productivity
annual cost savings.
€130k
Operational agility in action.
Fast-growing Avetta matches its growth with reliability, thanks in part to the deep integration between Salesforce and Talkdesk that adds context and clarity to every interaction.
Increased
agent engagement.
Fewer
dropped calls.
Digital channel optimization savings.
Annual Savings:
$54,178
Your potential impact.
Engage with customers on their channel of choice
Reduce cost of interactions
Maximize agent productivity
Gain complete visibility into every interaction
1
2
3
4
•
•
Centralize reporting across all channels on one platform to keep track of team performance and customer satisfaction.
Generate workforce forecasts and schedules that support your omnichannel workflows.
4
•
•
•
•
Enable agents to move seamlessly across all channels within a single interaction and access customer profile information in an all-in-one agent workspace.
Provide defined response templates to increase consistency across all your digital channels.
Identify complex issues with escalation needs and seamlessly handoff customer interactions from a Virtual Agent to a human agent.
Empower agents to handle multiple digital interactions simultaneously.
3
•
•
•
Respond to common customer queries, like orders, returns and billing, with automated customer service agents.
Anticipate customer needs and engage proactively with automated event-triggered SMS notifications.
Deflect calls to digital channels to reduce call volumes.
2
•
•
•
Provide integrated customer support through SMS, chat, email, social messaging, fax, and more.
Engage with customers on one channel and seamlessly elevate a conversation across any channel without having to restart the conversations.
Connect customers with the most qualified agent with omnichannel routing to ensure customers always receive a responsive, personalized experience.
1
Better customer experiences in action.
JK Moving handled 7x the call volume while driving revenue growth of 74% and maintaining customer happiness.
First contact resolution impact.
Annual Savings:
$44,697
Your potential impact.
Strengthen your customer service strategy
Optimize routing decisions
Increase conversion rates
Create a more knowledgeable contact center
1
2
3
4
•
•
Provide real-time call transcriptions and dynamically suggest knowledge base articles and answers to quickly respond to customer questions.
Proactively provide agents with next best action recommendations at each stage of the conversation.
4
•
•
•
Define the best time to reach out to your target audience, across multiple time zones, with dialing management.
Leverage intelligent voice self-service to meet customer needs at any time and any day.
Accurately identify customers’ needs and instantly provide answers by analyzing words and phrases with an automated voice or chat response.
3
•
•
•
Seamlessly transfer digital and voice interactions between agents with a single click.
Route calls to case, account, contact, and lead owners identified in your CRM to get customers in touch with the right agent to address their needs.
Automate and optimize the agent scheduling process based on shift templates, break rules, agent skills, and KPI goals.
2
•
•
Connect team members inside and outside the contact center to solve complex problems faster and respond to customers right away.
Collect, transcribe, and analyze every customer interaction and provide actionable insights to departments across your organization to drive customer-centric decision-making.
1
Drive operational agility
Optimize customer experiences
increase in first contact resolution.
41%
reduction in supervisor escalations.
30%
growth in revenue over 2 years.
74%
“
— Ken Cohen, senior vice president of sales & business development at JK Moving
You might be tempted to think about our call center as a cost center, but it’s a profit center. We’ve earned back every dollar we’ve invested in Talkdesk and more, increased our percentage of one-call resolutions, and decreased customer escalations.”
Operational productivity in action.
Root Insurance is able to quickly adjust and manage their IVR and agents without the need of an IT team to support them.
IVR containment cost reduction.
Annual Savings:
$79,460
Your potential impact.
Deliver 24/7, fast customer service
Resolve more cases through automation
Route to the right agent
Easily customize the customer journey
1
2
3
4
•
•
Create intelligent, context-driven IVR flows using drag-and-drop tools to deliver a frictionless self-service customer experience, including triggers to route to a live agent.
Empower non-technical customer service staff to easily apply their practical expertise to continuously improve AI models powering automations in the contact center.
4
•
•
Leverage your CRM customer data to route customers to the best agents based on cases, leads, accounts, or contact records.
Split traffic and distribute workloads with queue management to reduce wait times.
3
•
•
Turn text into lifelike, natural-sounding human speech to greet and navigate your customers through a fully automated voice experience.
Quickly and securely verify caller identity using voice biometrics as part of your automation flow to quickly route customers to agents.
2
•
Instantly respond to every customer query at any time of day using conversational AI technology that supports two-way natural dialogue on voice and digital chat channels, with multiple language support.
1
increase in self-service call deflection.
4%
Scale operational productivity
WATCH RECORDING
DOWNLOAD REPORT
Disparate technologies and vendors.
Businesses implemented technologies from a number of different vendors to quickly enable their remote contact centers, and the resulting fragmentation makes supporting these technologies expensive and difficult to manage and maintain.
Human capital cost.
Agents are by far the most expensive cost components of a contact center. To make matters worse, contact centers continue to grapple with a global skills shortage. Optimizing staffing while handling an increasing number of customer conversations becomes an imperative, all while improving CX.
Rising call volumes.
Contact centers struggle with high variability and volatility in the volume of customer support needs. As call volume continues to rise, customers encounter longer hold times and an overall degraded experience while climbing operational costs impact contact centers.
Dynamic scaling of resources.
There are times when the contact center is busier than usual, putting agents under increased pressure to mitigate long hold times, which can jeopardize CSAT and threaten revenue. This is compounded by the continued skills shortage that is plaguing contact centers globally. The challenge is how to scale resources and contact center operations to meet these bursts in demand,
all while effectively managing costs.
“
—Aparna Rajeevan, platforms and applications senior specialist at GetYourGuide
We want to provide incredible experiences with customers and our customer service. Talkdesk is the most stable tool we use.”
“
— Spencer Petty, manager of supplier relations at Avetta
We love the fact that Talkdesk is an open, extensible platform and that it allows us to add and integrate with additional functionality as we need it."
“
The impact of the Talkdesk Voice IVR feature is incredible. We are looking forward to scaling the solution across our entire IVR for added savings and increased efficiencies in the months to come."
— Kyle Kizer, manager of customer service operations at Root Insurance
REQUEST A CUSTOM DEMO
Includes support, sales, and omnichannel agents.
Want to realize savings and optimizations like these? Take the next step.
Want to realize savings and optimizations like these? Take the next step.
Want to realize savings and optimizations like these? Take the next step.
Want to realize savings and optimizations like these? Take the next step.
Want to realize savings and optimizations like these? Take the next step.
See Talkdesk in action.
0-99K
100K-299K
300K-449K
450K-599K
600K-749K
750K-999K
1M+
0-99K
100K-299K
300K-449K
450K-599K
600K-749K
750K-999K
1M+
0-99
100-199
200-299
300-399
400-499
500-599
600-699
0-99
100-199
200-299
300-399
400-499
500-599
600-699
700+
700+
$0-$4K
$5K-$11K
$12K-$19K
$20K-$27K
$28K-$34K
$35K-$49K
$50K-$64K
$65K+
$0-$4K
$5K-$11K
$12K-$19K
$20K-$27K
$28K-$34K
$35K-$49K
$50K-$64K
$65K+
$0-$49K
$50K - $999K
$1M - $9.9M
$10M - $49M
$50M - $99M
$100M - $499M
$500M - $999M
$1B+
$0-$49K
$50K - $999K
$1M - $9.9M
$10M - $49M
$50M - $99M
$100M - $499M
$500M - $999M
$1B+
Orchestrate smart and effective customer journeys
•
•
•
•
Easily create AI-powered intelligent, context-driven IVR flows using drag and drop tools to create your perfect combination of IVR scripts, menus, and options, including triggers to route to a live agent.
Quickly and securely verify caller identity using voice biometrics as part of your automation flow to quickly route customers to agents.
Precisely match and route customer conversations to the most relevant agent based on the agent's skillset for streamlined interactions.
Split traffic and distribute workloads with queue management to reduce wait times.
Orchestrate smart and effective customer journeys
2
•
•
Accurately identify customers’ needs and provide instant answers with a two-way natural dialogue on voice and digital chat channels—including multiple language support—with an intelligent virtual agent.
Improve users’ search queries and extract relevant information from multiple, diverse data sets to help agents and customers resolve issues faster with AI-powered semantic search techniques.
Increase customer self-service with AI-powered channels
1
•
•
Leverage contextual information pulled directly from your CRM in real-time to tailor every interaction to the customer’s unique interaction history with your business.
Analyze all of your customer interactions to identify trends, detect performance pitfalls, and take action instantly.
Unlock the power of data
3
Your potential impact.
Increase customer self-service with AI-powered channels
Orchestrate smart and effective customer journeys
Unlock the power of data
Equip agents with knowledge
1
2
3
4
•
•
Accurately identify customers’ needs and provide instant answers with a two-way natural dialogue on voice and digital chat channels—including multiple language support—with an intelligent virtual agent.
Improve users’ search queries and extract relevant information from multiple, diverse data sets to help agents and customers resolve issues faster with AI-powered semantic search techniques.
Increase customer self-service with AI-powered channels
1
•
•
Accurately identify customers’ needs and provide instant answers with a two-way natural dialogue on voice and digital chat channels—including multiple language support—with an intelligent virtual agent.
Improve users’ search queries and extract relevant information from multiple, diverse data sets to help agents and customers resolve issues faster with AI-powered semantic search techniques.
Focus on tasks that drive loyalty and retention
1
•
•
Intelligently pace outbound call volume and filter out unproductive calls—such as voicemail, busy signals,
and no answers—for maximum productivity.
Automatically send personalized, relevant, and timely notifications via phone or SMS in a fully agentless mode.
Make customer connections that count
2
•
•
•
•
Provide real-time call transcriptions and dynamically
suggest articles and direct answers inside the agent interface to help resolve complex customer issues
correctly and quickly.
Increase connection rates by automatically selecting the
best phone number and area code to display on your outbound caller ID when placing calls.
Empower agents to handle multiple conversations according to your business needs with capacity management.
Generate optimized schedules designed to improve your agent utilization without sacrificing service levels with automated, skills-based scheduling.
Optimize agent utilization
2
Agent productivity business impact.
Annual revenue impact:
Your potential impact.
Focus on tasks that drive loyalty and retention
Make customer connections that count
Optimize agent utilization
Simplify the agent experience
1
2
3
4
•
•
Accurately identify customers’ needs and provide instant answers with a two-way natural dialogue on voice and digital chat channels—including multiple language support—with an intelligent virtual agent.
Improve users’ search queries and extract relevant information from multiple, diverse data sets to help agents and customers resolve issues faster with AI-powered semantic search techniques.
Focus on tasks that drive loyalty and retention
1
•
•
•
Provide integrated customer support through SMS, chat, email, social messaging, fax, and more.
Engage with customers on one channel and seamlessly elevate a conversation across any channel without having to restart the conversations.
Connect customers with the most qualified agent with omnichannel routing to ensure customers always receive a responsive, personalized experience.
Engage with customers on their channel of choice
1
•
•
•
Respond to common customer queries, like orders, returns and billing, with automated customer
service agents.
Anticipate customer needs and engage proactively with automated event-triggered SMS notifications.
Deflect calls to digital channels to reduce call volumes.
Reduce cost of interactions
2
•
•
•
•
Enable agents to move seamlessly across all channels within a single interaction and access customer profile information in an all-in-one agent workspace.
Provide defined response templates to increase consistency across all your digital channels.
Identify complex issues with escalation needs and seamlessly handoff customer interactions from a Virtual Agent to a human agent.
Empower agents to handle multiple digital interactions simultaneously.
Maximize agent productivity
3
Digital channel optimization savings.
Annual Savings:
Your potential impact.
Engage with customers on their channel of choice
Reduce cost of interactions
Maximize agent productivity
Gain complete visibility into every interaction
1
2
3
4
•
•
•
Provide integrated customer support through SMS, chat, email, social messaging, fax, and more.
Engage with customers on one channel and seamlessly elevate a conversation across any channel without having to restart the conversations.
Connect customers with the most qualified agent with omnichannel routing to ensure customers always receive a responsive, personalized experience.
Engage with customers on their channel of choice
1
•
•
Connect team members inside and outside the contact center to solve complex problems faster and respond to customers right away.
Collect, transcribe, and analyze every customer interaction and provide actionable insights to departments across your organization to drive customer-centric decision-making.
Strengthen your customer service strategy
1
•
•
•
Seamlessly transfer digital and voice interactions between agents with a single click.
Route calls to case, account, contact, and lead owners identified in your CRM to get customers in touch with the right agent to address their needs.
Automate and optimize the agent scheduling process based on shift templates, break rules, agent skills, and KPI goals.
Optimize routing decisions
2
•
•
•
Define the best time to reach out to your target audience, across multiple time zones,
with dialing management.
Leverage intelligent voice self-service to meet
customer needs at any time and any day.
Accurately identify customers’ needs and instantly provide answers by analyzing words and phrases
with an automated voice or chat response.
Increase conversion rates
3
Maximize agent productivity
Drive operational agility
Optimize customer experiences
Scale operational productivity
Your potential impact.
Strengthen your customer service strategy
Optimize routing decisions
Increase conversion rates
Create a more knowledgeable contact center
1
2
3
4
•
•
Connect team members inside and outside the contact center to solve complex problems faster and respond to customers right away.
Collect, transcribe, and analyze every customer interaction and provide actionable insights to departments across your organization to drive customer-centric decision-making.
Strengthen your customer service strategy
1
•
Instantly respond to every customer query at any time of day using conversational AI technology that supports two-way natural dialogue on voice and digital chat channels, with multiple language support.
Deliver 24/7, fast customer service
1
•
•
Turn text into lifelike, natural-sounding human speech to greet and navigate your customers through a fully automated voice experience.
Quickly and securely verify caller identity using voice biometrics as part of your automation flow to quickly route customers to agents.
Resolve more cases through automation
2
•
•
Leverage your CRM customer data to route customers to the best agents based on cases, leads, accounts, or contact records.
Split traffic and distribute workloads with queue management to reduce wait times.
Route to the right agent
3
How to improve CX in an uncertain economic environment
Redefining the future of the contact center from a 'Cost to Growth Based' business
Total annual savings:
$374,198
Total company revenue (USD)
Total annual savings:
Want to realize savings and optimizations like these? Take the next step.
Want to realize savings and optimizations like these? Take the next step.
Want to realize savings and optimizations like these? Take the next step.
Want to realize savings and optimizations like these? Take the next step.