MetTel, Talkdesk Partner to Deliver GenAI Features to Contact Center Customers

Digital transformation and communications company MetTel is partnering with Talkdesk to integrate its GenAI features into the MetTel portfolio. This collaboration is expected to enabling MetTel enterprise clients to test cutting-edge AI contact center capabilities in MetTel’s Customer Innovation Labs.

Talkdesk recently unveiled its GenAI features, showcasing advancements in artificial intelligence within its flagship Talkdesk CX Cloud platform and Industry Experience Clouds. Talkdesk GenAI features use the power of machine learning and language models to enhance contact center efficiency and customer satisfaction. With these features, agents and virtual agents can theoretically become more effective in delivering real-time, precise answers to customer questions.

Companies across industries can deploy, monitor and fine-tune GenAI in the contact center with no coding experience, eliminating inaccurate and irresponsible AI use, and any subsequent brand risk, to create a powerful, personalized customer experience. Live and virtual agents are more effective with real-time, precise answers to customer questions; contact center administrators can proactively introduce automations based on trending topics and enterprises can train and more comprehensively fine-tune AI models without coding experience.

MetTel’s Customer Innovation Labs has a record of developing AI tools to bring new insight and drive efficiency for the public and private sector. This collaboration with Talkdesk could potentially solidify MetTel’s commitment to innovation and position MetTel at the forefront of AI-driven communication solutions like MetTel’s Intelligent Process Automation.

MetTel’s Intelligent Process Automation AI platform leverages artificial intelligence to optimize and automate communication processes for businesses. With a focus on improving network performance and the customer experience, MetTel’s Intelligent Process Automation addresses 100 percent of network incidents, accelerating time to resolution with or without human intervention. In addition, MetTel has applied its award-winning AI Engine for Customer Service to expedite and improve responses to customers reaching out for support.

“Artificial Intelligence is transforming the way businesses communicate and operate. At MetTel, we believe in the power of AI to drive innovation and productivity, streamline processes, and deliver unparalleled value to our customers,” said Ed Fox, MetTel CTO. “Our partnership with Talkdesk and the integration of GenAI features into our platform exemplify our commitment to staying at the forefront of AI advancements.”

“The compatibility of Talkdesk’s GenAI features with MetTel’s existing AI capabilities creates a powerful synergy,” said Chad Haydar, SVP Americas Channel, Talkdesk. “MetTel is an established AI leader in the communications industry, and we are thrilled to be able to work with MetTel to bring these powerful solutions to MetTel’s customers. Together, we are well-positioned to provide customers with unparalleled AI-driven communication solutions that drive efficiency, productivity, and customer satisfaction.”