Eases transition to cloud-based contact centers by adding AI-infused cloud apps to existing voice systems
Talkdesk Boost aims to bolster agent productivity, enhance the customer experience, and improve operational agility.
The Lowdown: Officials of Talkdesk say the company’s latest solution offers businesses the best of both worlds, allowing them to reap the benefits of digital transformation in a risk-free cloud environment while protecting their investments in legacy automatic call distributor (ACD) technology.
The Details: According to Talkdesk, legacy on-premises ACD systems lack critical capabilities such as AI, CRM integration, digital channels, mobile agent support, and a unified agent experience. Yet businesses, having sunk considerable amounts of money into those systems, are reluctant to migrate to the cloud in one fell swoop.
Leveraging Talkdesk xConnect to interact with IP-based systems, Talkdesk uses secure SIP connections to integrate with legacy ACD systems, giving companies new features and a comprehensive, customer-centric solution portfolio.
With Talkdesk Boost, end users can:
• Enable agents via a unified agent desktop, mobile functionality, intelligent agent guidance, and omnichannel support
• Assist supervisors by way of next-generation workforce management, call monitoring, and intelligent analytics
• Empower customers with self-service chatbots and an intelligent knowledge base
The Buzz: “Talkdesk Boost offers cloud adopters a co-existence model and progressive transition rather than a ‘rip and replace’ option offered by other cloud contact center providers,” said Tiago Paiva, CEO of Talkdesk. “This newest advancement enables companies to remain focused on their customers by offering a smooth and simple digital transition, with consistent customer experiences across voice and digital channels.”
“The No. 1 driver of digital transformation is to enhance the customer experience,” says Zeus Kerravala, principal analyst at ZK Research. “While customer experience typically resides in the contact center, it’s critical to modernize in that area. With Talkdesk Boost, Talkdesk has enabled the agent to do more with minimal disruption, while also being able to yield business results.”