Talkdesk Discusses Its Winter 19 Release

With the announcement of the Winter 19 release, Talkdesk continues to advance its customer experience innovation.

The Winter 19 release delivers new capabilities and enhancements to provide the best experience possible for every stakeholder in the customer journey.

Customer and Agent Experience Capabilities

Improve agent engagement in any channel with Talkdesk Omnichannel, powered by Talkdesk iQ. Now embedded in Callbar, a unified user interface that makes it easier to assign and combine work from digital channels.

Expanded capabilities also include rules-based presence sync, presenting agents with high-priority social media posts (identified by social listening), as well as a synchronised view of SMS, live chat and app messaging interactions.

Admin Experience Capabilities

Easily personalise customer journeys with Talkdesk Studio, an intelligent routing flow designer, powered by Talkdesk iQ.

New features include optimised workflows, multilingual speech-to-text functionality, and intuitive editing tools for contact centre administrators.

Operations/IT Experience Capabilities

Control any device with Callbar, Talkdesk’s free-floating agent interface. New in the Winter 19 release, universal device support protects current device investments and saves the cost of virtual desktops while offering contact centres the flexibility to choose a SIP or external device.

Protect current telephony investments with Talkdesk xConnect, which provides IT teams the flexibility to connect Talkdesk to an existing PBX and/or carrier. It offers unmatched resilience and geographic coverage for contact centres that choose to preserve their current contracts.

PBX Interconnect

Carrier Interconnect

Experience faster authentication and greater security with enhanced SAML 2.0 support. It allows access to Talkdesk using any third-party authentication system that complies with SAML 2.0 standards, supporting a safe, seamless log-in experience.

Protect sensitive payment information with expanded PCI tools for agent-assisted payments. New functionality ensures that neither Talkdesk nor the agent has access to credit card information, offering greater security and compliance.

This news story has been re-published by kind permission of Talkdesk – View the original post

Author: Robyn Coppell