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Talkdesk Teams Up with Zoom to Unify Contact Center Collaboration

Deeper integration will help enterprises break down collaboration silos and make customer experiences even better  

  • Provides more seamless experience between unified communications as a service (UCaaS) and contact center as a service (CCaaS) platforms
  • Brings Zoom Phone capabilities including calling, directory and presence to the Talkdesk AppConnect customer experience marketplace
  • Improves real-time collaboration to help enterprises drive productivity and increase customer satisfaction

Talkdesk®, Inc., the leading cloud contact center for innovative enterprises, today announced a deeper integration with Zoom Video Communications, Inc. to deliver enhanced customer experiences for contact centers.

“Great customer experiences don’t happen by accident. They require planning and lockstep coordination”

This integration will allow Talkdesk to help organizations break down collaboration silos and unlock the power of true enterprise-wide teamwork. Through a back-office integration, the Talkdesk and Zoom solution makes call routing frictionless and eliminates the need to switch between applications.

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Promoting teamwork and knowledge sharing between agents and other teams is critical to maximizing productivity and customer satisfaction. With a simple click, agents can access subject matter experts for real-time collaboration to answer customer questions and resolve issues fast and efficiently on the first attempt. Combining UCaaS applications from Zoom, such as calling, directory and presence with the Talkdesk CCaaS solution, companies can further streamline operations by integrating their cloud investments.

“We’re excited about this deeper product integration with Talkdesk,” said Graeme Geddes, head of Zoom Phone & Rooms, Sales and Go-to-Market, Zoom. “This native integration reinforces the demand from our joint customers for a UCaaS and CCaaS solution.”

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In addition to the enhanced integration, Zoom also joins the Talkdesk AppConnect Marketplace, which features one-click access to more than 80 offerings including out-of-the-box integrations, applications, services and hardware.

“Great customer experiences don’t happen by accident. They require planning and lockstep coordination,” said Charanya Kannan, chief product officer, Talkdesk. “Together with Zoom, we’re helping businesses make the most of every moment, using advanced collaboration technology to address customer needs more seamlessly and in ways that create memorable interactions for all the right reasons.”

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