Talkdesk has announced plans to embed elements of its CCaaS platform inside third-party CRM and helpdesk systems.
It will do so via a new offering: Talkdesk Embedded.
Talkdesk Embedded serves up no-code and low-code tools that allow businesses to insert aspects of its Workspace, Conversations, and Copilot solutions into the systems “agents most often use in contact centers.”
These include systems offered by the likes of Salesforce, ServiceNow, Dynamics, Pega, Oracle, and Zendesk, with Talkdesk claiming that the move will help to simplify agent experiences.
Such an offering will primarily appeal to system integrators (SIs). After all, if an SI has to build a custom contact center application, they can embed Talkdesk into that, making it a flexible solution for various needs.
In doing so, Talkdesk finds new ways to deliver its technology and engage with a broader prospective customer base.
Talkdesk’s ability to spin up such an offering also speaks to its agile, cloud-native CCaaS foundation. This is also evident in its differentiative industry innovation.
Yet, perhaps most notably, the latest innovation chimes with a larger trend of CRM and CCaaS convergence.
While the two tenets of the CX tech space have often worked together, the lines appear to be blurring.
A CX Solution for all Occasions
First things first, if the CX tech space does move towards a single solution, it will need to come up with a new acronym; CRM-CCaaS doesn’t exactly roll off the tongue.
When it comes to the customer, having seamless access to all CRM and CCaaS capabilities in one place will clearly help with agent usability and efficiency, which is why the likes of Talkdesk are already trying to bridge that gap.
Talkdesk believes that embedding its solutions directly within CRM and helpdesk systems will enable agents to integrate call controls and live transcriptions into a unified workspace, which will eliminate screen switching, boost agent output, and enhance contact center productivity.
Indeed, in discussing the launch of Talkdesk Embedded, Tiago Paiva, CEO and Founder, commented:
Contact center leaders are constantly seeking ways to help agents be more productive and deliver exceptional customer experiences, and Talkdesk Embedded helps deliver on that goal.
“We wanted our customers to be able to easily embed elements of our AI and conversation solutions within the industry systems their agents already use to make their teams’ lives easier.”
The trend of CCaaS vendors making such moves perhaps also underlines their concerns around CRM vendors muscling in on the CCaaS space by adding traditional contact center capabilities, such as channel routing and agent-assist.
Yet, no matter the motive, the trend brings several possible benefits in reducing management burden, converging CX data, and powering new AI applications.
More Talkdesk Talk
Back in October, Talkdesk integrated agentic AI into its entire AI suite, now branded as the Talkdesk Ascend AI platform.
This upgrade enhances solutions like Autopilot, Copilot, and CX Analytics, enabling AI agents to manage complex tasks independently, reducing the need for human oversight.
Talkdesk claims its agentic AI platform will significantly enhance contact center efficiency, delivering unprecedented levels of autonomous, hyper-personalized customer experiences.
Elsewhere, Talkdesk recently introduced two generative AI solutions to its CX Cloud platform.
One is the AI Rewriter, which helps agents tailor responses to match customer sentiment, ensuring a professional, friendly, or empathetic tone. It can also personalize knowledge articles for customer interactions.
The second solution, AI Translator, automatically translates texts, enabling agents to communicate seamlessly with customers in any language.
