The advent of Artificial Intelligence has led to the customer experience landscape experiencing continuous significant shifts. It contributes to enhancing the crucial facets of the customer journey. It involves creating engaging content for personalized experiences and building a business’s online reputation that doesn’t fade with the expansion. Businesses are more capable of efficiently interacting and rightly aligning with the customer’s needs in this competitive market.
But note most of the contact center industry is relying on on-premises tools and infrastructure which further poses challenges with AI integration. Every business has a different journey to the cloud and this is the reason contact centers are and need to emphasize their transition.
Fortunately, several AI-backed contact center platforms are available in the market, and Talkdesk is the one gaining huge traction. The Talkdesk platform is easy to integrate into the traditional contact centers. It provides a versatile adoption model that is helpful for businesses to leverage robust AI capabilities within their on-premises. Thus, saving a lot of money to be invested into the new contact center.
So, in this article, we will talk about this Talkdesk in detail- covering the advantages and disadvantages.
Pros of Talkdesk
Talkdesk is a robust innovation that gained huge traction in the CX field. It has enabled several legacy contact centers to leverage the AI potential and ensure the delivery of exceptional user experiences. Let’s explore the other pros it has to offer below.
Robust AI and Training Capabilities
Leverage Artificial Intelligence to provide assistance to agents, automate self-service for customers, and gather valuable insights from customer communications.
The platform lets you set up guardrails and simulate previous customer conversations to test the AI’s responses as well as its call transcription and summary capabilities.
Talkdesk’s AI trainer makes sure that the AI-powered capabilities of the platform are implemented safely within your company and finely align to the particular business needs. The platform allows you to evaluate the AI’s replies, call transcription, and summary capabilities.
Offers Real-Time Guidance to Agents
Contact center agents are focused more on delivering customer experiences. However, if they fail to engage customers then it could be challenging. Moreover, when the human agents spend most of the time going through the articles to retrieve the information or perform cumbersome tasks, it lowers the performance. In addition, the quality of sevrices minimizes offered by them.
Here, Talkdesk comes with one amazing benefit. It offers guidance to customer support professionals in real time. Also, it encourages the agents to leverage AI to deliver automated assistance and ideal suggestions and help take the best actions. As a result, it helps optimize performance, provide excellent customer support, and minimize expenditures.
In addition, Talkdesk advances in terms of after-call work. Thinking about how? It automates the summarization of interaction key points, boosts accuracy, decreases time consumption, and assists agents in achieving outcomes quickly. Additionally, the agents are freed from tedious tasks to focus more on ensuring the best customer service is delivered.
Helps Handle Inbound Calls
Talkdesk involves multiple call-handling functionalities and capabilities built to minimize wait times and enhance overall customer satisfaction. Using Talkdesk Studio, it is easy to establish multi-tier IVR menus, provide self-service options, and assist automated speech recognition.
In addition, Talkdesk’s seamless integrations with several customer support solutions and other CRMs enable easy sync and showcasing of customer data. The data gathered upon call reception helps agents to handle customer inquiries efficiently. The platform is also equipped with an automatic call distribution tool. It allows setting up custom roles so customers can skip the queues as per the order status. Moreover, other amazing features involve barging and call monitoring.
Equipped With Outbound Dialing Tools
The native integrations of Talkdesk enable customer support agents to connect with customers from CRMs, eCommerce platforms, or helpdesk platforms. All just in one single click. Also, Talkdesk comes with a range of dialers including local presence and predictive ones.
In addition to toll-free dialers, Talkdesk provides phone number choices for particular locations. Talkdesk can also display the company details such as logo, name, and the calling purpose. It is easy to automate the contact center using Talkdesk’s Automation Designer tool. It comes with several built-in components helpful in simplifying the automation process.
Provides In-Depth Customer Experience Analytics
Talkdesk’s amazing feature – Customer Experience Analytics covers all the essential information and helps monitor and implement gathered feedback into the business workflows. Another tool named Feedback Flow Builders provides an easy path to build omnichannel customer surveys using a no-code interface.
In addition, Talkdesk leverages generative AI to handle text and voice-based communications. It can target the specific topics associated with the customer’s changing needs understood throughout the conversations.
Encourages Workforce Management
Talkdesk is aware of how important employee experience is. When AI-powered tools are integrated into the company’s worker engagement platform, it provide real-time coaching, direction, and staff support. In addition, numerous organizing and automation options are available, all of which are intended to increase production and efficiency.
Ensures Safety and Compliance
Talkdesk offers excellent security and data protection because it complies with PCI DSS Level 1, GDPR, HIPAA, and ISO 22301.
The platform utilizes robust no-code tools to detect biases and errors, set up safeguards, and model outcomes while keeping people informed to avoid any possible vulnerability.
Cons of Talkdesk
However, there are numerous benefits of using platforms like Talkdesk in the contact centers, its cons must be considered as well to be well-informed of any possible challenges.
Less Cost-Efficient
Scalability is easily affordable but accessing the Talkdesk platform is a bit pricey. For around $85 per user each month, Talkdesk’s entry-level package seems expensive compared to the quotes offered by its competitors.
Restricted Omnichannel Communication
You are made to choose between voice and digital communications (such as email, chat, and SMS) with the two basic options. Moreover, you need to pay for both even after choosing one option which is quite unfair and expensive. You have to pay to have both.
Unorganized Reports
It takes an excessive number of clicks to access the information you seek. Simply put, the reports are a bit unclear.
Final Thoughts
To sum up, with a variety of cutting-edge tools and solutions to meet every business requirement, Talkdesk has positioned itself as the best innovator in the contact center niche for the last many years. The business with a complete focus on leveraging AI is opening multiple opportunities to improve employee and consumer experiences at scale without incurring additional expenses or complexity.
So, if you think a contact center platform like Talkdesk can be beneficial for your business workflow then it’s time to build a similar solution. You can partner with us to enhance your CX strategies. The talent pool of Orion eSolutions holds expertise in AI development and experience catering to businesses of different niches with robust solutions.
You can reach us at [email protected] to explore more how we can help you with your software development needs.
