Overview

Talkdesk Voice Engagement is an advanced cloud-based voice solution designed to enhance customer interactions and streamline communication processes. This product integrates seamlessly into the Talkdesk platform, providing a comprehensive suite of features that empower businesses to deliver exceptional customer experiences. With Talkdesk Voice Engagement, organizations can manage inbound and outbound calls effectively, ensuring high-quality connections and improved customer satisfaction. The platform's robust capabilities include customizable call routing, intelligent IVR (Interactive Voice Response) systems, and a unified agent workspace that consolidates all necessary tools for agents in one place.

Features

• Agent Workspace: Make and receive calls from any device using a lightweight web or desktop app.
• Mobile Access: Utilize all Agent Workspace features on mobile devices for flexibility.
• Call Recording: Record calls for quality assurance and training purposes, with options to pause and resume playback.
• Call Control: Manage calls with functionalities like hold, mute, transfer, and conference calling.
• International Numbers: Acquire local or toll-free numbers globally or port existing numbers.
• Call Disposition Codes and Notes: Enhance call logs with summary notes and codes integrated into your CRM.
• Talkdesk Local Presence: Automatically select phone numbers that match the recipient’s area code to increase connect rates.
• Voicemail Management: Access voicemail transcriptions, notifications, metrics, and assignments easily.
• Business Hours Configuration: Set up business hours for tailored call routing.
• Affordable Calling Plans: Choose from various plans to make international calls cost-effective.
• Voice to Case Integration: Automatically create cases for follow-up requests related to calls.

Benefits

• Enhanced caller satisfaction through exceptional call quality and intelligent routing.
• Streamlined workflows for agents with a unified view of customer data.
• Increased operational efficiency by reducing the time spent on call management.
• Improved customer loyalty through personalized service experiences.
• Flexible self-service options for customers via customizable IVR setups.