Talkdesk and Calldesk Announce Partnership

Calldesk and Talkdesk have announced a strategic partnership to accelerate the deployment of conversational AI in contact centers.

Through the partnership, Talkdesk customers will be able to leverage the advantages of conversational AI, by reducing the cost of processing simple requests and providing a better experience to their callers: a personalized response, 24/7, with no hold time, even during call peaks.

The Covid-19 crisis has accelerated the transition to cloud contact centers, due to an increase in customer queries as people began working from home. Calldesk’s AI-powered voice agents provide an innovative solution to automate repetitive calls in contact centers, in order to manage call spikes, avoid long queue times and  deliver the best customer experience.

Thanks to this partnership, Talkdesk customers will be able to handle recurring incoming requests without the need of a human agent. Calldesk’s technology is natively designed for the voice channel, which accounts for more than 60 percent of interactions. An AI-powered voice agent can speak with callers like a human would, to automate repetitive call flows, partially or end-to-end.

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Calldesk’s technology can improve customer experience over the phone all along the callers’ journey. Voice agents can greet and identify callers, understand their request, route them to the right competence center, and measure post-call satisfaction. Each voice agent automatically puts several speech-to-text technology providers in competition in real time during the same conversation, thus offering the best understanding performance.

Calldesk also offers a user-friendly studio, providing non-tech business users the ability to create and deploy AI-powered voice agents in a matter of days. What’s more, the solution easily integrates with Talkdesk, allowing to transfer calls from Talkdesk’s call flows to voice agents, then to get customer data back into Talkdesk.