Products number 6 and 7 in the 20-in-20 offer from Talkdesk have arrived, and they’re all about delivering higher levels of contact centre customisation.
Leading communications company, Talkdesk, has announced updates to the Talkdesk Studio and Talkdesk Explore services. The changes enable today’s companies to reduce their reliance on IT resources, while creating more comprehensive customisations for personalised customer journeys.
As the marketplace for business and communication continues to change, driven in large part by the shift brought on by COVID-19, contact centre volumes are increasing drastically. Businesses need better customer service, and they need it fast. That means contact centres must be equipped with the best possible tools and technology to stay ahead of the curve.
Introducing Talkdesk Studio and Explore
Talkdesk Explore is an advanced business intelligence tool, supported with Talkdesk IQ and built with various customisable reports and dashboards, perfect for predicting trends and identifying opportunities for better contact centre performance. Through simple web-based interfaces, customers can build a personalised overview of operations, and identify information required to make better decisions, fast.
Enhancements to the Explore experience include new ways to customise a 360-degree view of the contact centre while improving efficiency and reducing costs. Users can perform custom calculations with a few clicks, build formulas, and tap into a library of over 900 values to report on endless metrics.
Alternatively, Talkdesk Studio is an interactive flow designer for omni-channel communication, allowing admins to design and implement effective routing flows with visualised environments. The low-code Studio Functions editor from Talkdesk delivers a truly customisable enterprise-grade contact centre. Thanks to Studio Functions, Talkdesk is also changing how brands manage call routing to improve customer journeys and deliver friction-free experiences. Studies updates also include a HTTP connector for collecting information through data dips.
Simplifying the Customer Journey
Talkdesk believes that most contact centre platforms are often complex, requiring high-level IT professionals to adjust everything from call routing, to IVR. Companies hoping to optimise their customer service solutions face either relying on vendor support, which often leads to lengthy turnaround times, or overwhelming their IT teams with extra work.
The Studio and Explore functionalities from Talkdesk provide businesses with the tools required to instantly customize contact centre reports, interaction flows, key performance indicators, and dashboards. According to Tiago Paiva, the CEO of Talkdesk, Enterprises need to evolve faster than ever, and the cloud-native microservices architecture of the Talkdesk technology allows for that. Talkdesk can provide companies with an adaptable foundation on which to grow their solutions for customer service with clicks, not code.
Interaction routing and analytics in the contact centre are critical components of any well-managed enterprise. The Explore and Studio functions further demonstrate Talkdesk’s commitment to driving contact centre solutions into the future by placing more control and flexibility into the hands of the business user.
