Talkdesk has announced plans to expand its partnership with Microsoft by deepening integration with its platforms.
The current collaboration intends to deliver new ways for enterprises to improve customer experiences.
One of the certified integrations is between Talkdesk and Microsoft Teams to allow organizations to embed Talkdesk Workspace into their systems.
The other certified integration is between Talkdesk Customer Experience Automation (CXA) and Microsoft Azure Partnerships, an AI agent that solves disputes and queries in the workforce.
Microsoft Teams and Talkdesk Workspace
The enhanced Talkdesk for Microsoft Teams integration allows for a unified workspace – this is created for various enterprise roles, including agents, supervisors, back-office staff, and subject matter experts.
Being able to embed Talkdesk Workspace means that organizations can now eliminate app switching, streamline collaboration, and unify both employee and customer experiences.
Agent efficiency is improved, as they can now use a single interface to experience advanced routing and omnichannel support.
Presence and directory syncing are also included to deliver greater efficiency, speedier resolutions, and more consistent customer experiences.
Jaime De Mora, Chief Technology Officer for Digital Natives at Microsoft EMEA, believes the news is particularly beneficial for Teams customers:
Embedding Talkdesk’s advanced contact center capabilities into Microsoft Teams helps customers strengthen employee productivity and deliver more seamless customer interactions within the flow of work
Microsoft Azure Marketplace and Talkdesk CXA
With Talkdesk CXA available on the Microsoft Azure Marketplace, enterprises are provided with significant advantages in deploying and automating customer experience.
Enterprises can deploy specialized artificial intelligence agents faster with the Azure Marketplace, capable of managing both customer interactions and the underlying tasks behind them.
CXA can also unify customer data and apply continued learning efforts to drive measurable improvements in efficiency, resolution times, and satisfaction.
Notably, Talkdesk CXA can be deployed on any cloud, hybrid, or on-premises contact center without changing the existing infrastructure.
For Andres Ortolá, General Manager of Microsoft Portugal, the collaboration “reflects how Microsoft’s cloud and AI infrastructure can support digital firms in delivering more intelligent and connected customer experiences.
By integrating Talkdesk’s capabilities into Microsoft Teams and making CXA available on Azure Marketplace, we’re helping organizations enhance service delivery and explore new ways to engage customers—securely, efficiently, and at scale
The newest partnership is the latest in a long list of collaborations between the two tech firms, which includes SD Worx and Talkdesk’s recognition as Microsoft Digital Native Partner of the Year in 2023.
Al Caravelli, Chief Revenue Officer and Senior Vice President of Strategic Alliances and Partnerships at Talkdesk says Talkdesk are committed to “helping enterprises deliver exceptional customer experiences inside the tools their employees use every day.
“Embedding Talkdesk Workspace inside Microsoft Teams and making CXA available through the Azure Marketplace means customers can accelerate innovation, streamline collaboration, and drive meaningful business outcomes.”
