Kustomer Partners with Talkdesk

Kustomer today announced a global partnership and integration with Talkdesk, a contact center software provider, enabling companies to use the cloud-based call center capabilities of Talkdesk to seamlessly integrate call activity from support teams and voice functionality directly inside the Kustomer customer support platform.

Kustomer unifies everything about customers into one interface. Kustomer unifies all customer information into a timeline-based dashboard where support teams can communicate with customers across channels, view a customer's history, and even complete a wide range of transactions from third-party systems like Shopify and Slack.

"Our mission is to transform the way support teams work with customers. The Kustomer platform unlocks customer insights from multiple systems, giving support teams the tool they need to provide excellent customer service through email, chat, and text," said Brad Birnbaum, CEO and co-founder of Kustomer, in a statement. "To expand this capability, we needed to integrate voice functionality into our platform. After talking to hundreds of companies, Talkdesk stood out as by far the most popular voice provider, and we are honored to partner with them."

Using Kustomer, companies can leverage the Talkdesk calling functionality with the rich data and support capabilities of the Kustomer platform to automate tedious tasks. The Talkdesk integration enables customers to identify and open a customer profile automatically in Kustomer when a call starts or create a new profile for new customers. Kustomer also offers a wide range of agent intelligence features for support teams that use Talkdesk, including custom objects and workflows tailored to their business needs.

"Talkdesk is designed on the principle of providing service agents with real-time information about the customer from the first second of a call, so the agent can provide immediate value rather than subject customers to long, frustrating holds," said Tiago Paiva, CEO of Talkdesk, in a statement. "Kustomer's CRM for support teams provides this information, and when matched with Talkdesk's capabilities, provides a genuinely effortless experience to the customer across channels. We are pleased to count them as our newest partner."

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For customer service software newcomer Kustomer, the goal is to eliminate silos and provide a more holistic customer support offering. The company just secured $26 million in Series B funding to make that happen.

Posted June 15, 2018