Workforce Management Featured Article
Talkdesk and Microsoft Continue Alliance for Delivery of Improved Personalization
Cloud contact center provider Talkdesk has announced it will be extending the company’s strategic partnership with Microsoft (News - Alert) to create new solutions that offer more detailed personalization in customer experiences.
Talkdesk for Microsoft Dynamics was recently introduced to the Microsoft marketplace, which allows call center employees to take advantage of a number of convenience features to make service requests more efficient. Agents can view interaction history, contextual data, and screen pop-ups, that save both agents and customers a significant amount of time. The constitution of the partnership between Talkdesk and Microsoft will allow both companies to develop new solutions to continually improve and modernize the call center experience.
“For enterprises to achieve their customer experience ambitions, they must leverage all the available resources and put them to work in smarter ways,” said Charanya Kannan, Chief Product Officer of Talkdesk. “In more closely pairing Talkdesk CX Cloud with Microsoft Dynamics 365, we’re putting deep contextual data at their fingertips, giving them a powerful tool for building comprehensive and remarkably personalized customer journeys.”
Business customers who have integrated Talkdesk and Microsoft solutions into their call center operations have reported much smoother operations for agents, due to the software’s ability to consulate relevant customer info in one window.
“Prior to the Talkdesk integration with Microsoft Dynamics 365, our staff had to navigate across several different applications to add relevant notes to caller records. Now, any additions our intake staff make to the call notes are automatically tracked with a timestamp. This keeps all of our staff on the same page and allows us to support clients quickly and effortlessly, which has been particularly helpful since most of our staff have transitioned to remote work.”
Edited by Maurice Nagle
