Unifying and customizing the agent experience within the third-party business systems agents already use helps contact centers lay the foundation for smarter work and more efficient, precise customer interactions

Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced that Talkdesk is simplifying the agent experience by embedding Talkdesk inside third-party customer relationship management (CRM) and helpdesk systems agents most often use in contact centers.

Using simple no-code and low-code tools, Talkdesk Embedded allows customers to easily embed elements of Talkdesk Workspace™, Talkdesk Conversations App™, and Talkdesk Copilot™ within pre-integrated solutions like Zendesk, Salesforce, ServiceNow, Dynamics, Pega, Oracle, and even homegrown systems agents use. This allows agents to optimize workflows by seamlessly accessing Talkdesk applications, including call controls and live transcriptions, in a unified workspace, removing tedious back-and-forth between screens, increasing their efficiency and the productivity of the contact center. Talkdesk Copilot can drive a 15% reduction in average handle time (AHT), while any embedded components can offer improvement in tool adoption and agent satisfaction.

Integrations are easily customizable and modular, enabling administrators and technical users to configure highly tailored user experiences and workflows. This dramatically reduces the strain on IT departments by empowering technical users to create, modify, and launch Talkdesk components for their unique use cases and work demands.

According to a Deloitte 2024 State of the Contact Center study, three-quarters (76%) of agents report being overwhelmed by systems and information. More than 300 Talkdesk customers are already using Talkdesk Embedded to give their agents access to tools that personalize customer conversations within one workspace, reducing tool fatigue and fueling smarter, happier, and enhanced customer experiences.

Supporting Quote

Tiago Paiva, chief executive officer and founder of Talkdesk, said: “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. In keeping with our history of accelerating value for our customers, we’ve achieved a way for brands to gain fast, seamless integration and unified workspaces—no more switching between systems—so agents can work smarter and happier.”

About Talkdesk

Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.

Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.

Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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