Talkdesk Unveils Latest Enterprise Contact Center Release

Talkdesk on Thursday unveiled its Enterprise Cloud Contact Center Winter 19 release with new capabilities and enhancements.

With this release, Talkdesk said it builds on the ability for contact centers to provide a personalized, context-driven experience in every conversation, no matter the channel or device.

Talkdesk’s Jon Heaps

Jon Heaps, Talkdesk’s vice president of channels, tells Channel Partners that partner and customer input “always plays a large role in the updates and enhancements we put into our releases, and Winter 19 is no exception.”

“We greatly value partner input, as it is often an extension of customer input, but also provides a big-picture perspective of the market as to where it is going, what is coming next and how Talkdesk can be best positioned,” he said. “Naturally, any time a product is updated with new functions and capabilities, the customer will benefit, which is always beneficial to our channel partners. Existing customers will automatically receive these updates which will boost satisfaction and reinforce their decision to select Talkdesk. Additionally, Winter 19 will elevate the Talkdesk profile for companies considering a new contact center vendor and increase opportunities for our partners.”

The Winter 19 release features include: improved agent engagement in any channel with Talkdesk Omnichannel; personalized customer journeys with Talkdesk Studio; control of any device with Callbar; and Talkdesk xConnect, which provides IT teams the flexibility to connect Talkdesk to an existing PBX and/or carrier.

Talkdesk also has expanded streamlined authentication and the protection of sensitive information.

“Winter 19 shows how quickly Talkdesk can implement updates into Talkdesk Enterprise Cloud Contact Center, turn them into reality and put them into the hands of the customer,” Heaps said. “As a cloud-native solution, Talkdesk can easily and quickly make the changes our customers need to provide a comprehensive and personalized customer experience in every interaction — regardless of channel.”

“Consumers expect a personalized, proactive experience, and they expect it in the channel they are most comfortable using,” said Tiago Paiva, Talkdesk’s CEO. “CX optimization requires more than just a focus on the customer. It requires innovation at every level; from customers to agents to supervisors and IT teams. Most importantly, it requires a solution provider and a platform that can keep pace with the changing expectations of today’s digitally empowered consumers.”