Talkdesk Expands Cloud Contact Center Offering With a Complete Suite of WEM Solutions

By AIT News Desk On May 22, 2020

Products #17 to #20 complete the Talkdesk 20-in-20 innovation program, confirming Talkdesk’s commitment to delivering a global, end-to-end CX solution on a single unified platform

Talkdesk completes ambitious 20-in-20 product launch plan with four new product as part of Workforce Engagement Management (WEM) suite
Talkdesk WEM additions and enhancements include Quality Management, Advanced Call Recording, Screen Recording and Speech Analytics
New products and enhancements combine with Talkdesk Workforce Management solutions to complete a comprehensive WEM suite of intelligent, intuitive solutions to deliver exceptional customer experience

Talkdesk, Inc., the cloud contact center for innovative enterprises, expands its workforce engagement management (WEM) capabilities with products to manage, develop and engage agents throughout the employee lifecycle. Talkdesk WEMTM is an integrated suite of intelligent, intuitive solutions for training, managing, coaching and empowering agents to deliver exceptional customer experience while saving valuable time and effort for supervisors, resource planners and quality analysts. Talkdesk WEM additions and enhancements include Talkdesk Quality ManagementTM, Talkdesk Advanced Call RecordingTM, Talkdesk Screen RecordingTM and Talkdesk Speech AnalyticsTM.

“Talkdesk WEM is designed to help companies manage, develop and engage agents throughout the employee life cycle and is directly integrated within the Talkdesk platform,” said Charanya Kannan, chief product officer, Talkdesk. “Talkdesk CX Cloud’s end-to-end platform approach unifies contact center and workforce engagement solutions to provide a seamless user experience to connect with customers, evaluate those interactions and improve agent development in order to elevate the customer experience.”

Quality Management improves agent performance and elevates the customer experience with efficient evaluations and actionable feedback. Now supervisors and quality analysts can complete comprehensive reviews of customer interactions, fill out score cards and add time-stamped annotations to recordings within a single, intuitive user interface to streamline the quality management process. Talkdesk’s Quality Management easily integrates with Talkdesk Speech Analytics to automatically identify topics, sentiment and potential compliance issues, allowing supervisors to focus more time and effort on coaching agents by prioritizing key moments for evaluation.

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Advanced Call Recording and Screen Recording provide the insights and accountability contact centers need to maintain compliance, develop agents and improve the customer experience. Synchronized playback of voice and screen recordings, along with powerful new playback capabilities, make it easy to holistically evaluate customer interactions and gain a better understanding of agent workflows.

Speech Analytics pinpoints emerging business trends, highlights agent coaching opportunities, and mitigates risk by identifying compliance issues before they escalate. Using natural language processing and machine learning to transcribe every agent interaction, Talkdesk’s Speech Analytics extracts keywords, topics, customer sentiment and more, for complete visibility into every conversation.

These new products and enhancements join Talkdesk’s Workforce ManagementTM as part of a comprehensive WEM suite. Workforce Management combines powerful artificial intelligence and automation with a remarkably intuitive user experience to help optimize staffing and scheduling decisions, reduce administrative effort and deliver a better scheduling experience for agents.

“Talkdesk is always very engaged with us and responsive to what our needs are,” said Michael Coster, manager, CRM and data analytics, Xenial. “The optimization benefits we have seen with Talkdesk Workforce Management has had an even greater impact with the reduced staff during the coronavirus pandemic.”

Employee engagement has a powerful impact on contact center operational efficiency and the customer experience. Consequently, contact centers approach to workforce management is evolving. While operational optimization remains a key factor, the most successful organizations are shifting focus to employee engagement in order to better develop and retain the top-performing agents. Talkdesk WEM solutions help supervisors, resource planners and quality managers improve employee engagement by infusing AI and automation to streamline traditional, cumbersome processes. The integration of WEM solutions improves operational efficiency and provides an intuitive and positive technology experience for agents across multiple devices and interaction methods.