Talkdesk Launches Enterprise Contact Center Spring 2018 Release

Talkdesk has launched the Spring 2018 release of Enterprise Contact Center Platform with several new features and enhancements to route interactions to the right agents and empower them with real-time customer information.

"Customers today first attempt to resolve issues through online self-service mobile apps. When they need to reach out for a live interaction, customers expect the agent to know who they are, what they need and to provide a solution right away," said Tiago Paiva, CEO of Talkdesk, in a statement. "With these new tools, Talkdesk is accelerating the contact center evolution to meet the increased expectations of today's discerning customers."

Talkdesk Enterprise Contact Center Platform Spring 2018 helps agents to do the following:

  • Access web and mobile context in real time to facilitate more personalized interactions and seamless experiences as customers transition from digital environment to live support;
  • Route calls to the right agent with CX Manager, an interaction routing engine that allows companies to visually design customer journeys;
  • Leverage data with Intelligent Routing Configuration to expedite how companies route customers to the best agents based on Cases, Leads, Accounts, or Contact records.

Talkdesk's Enterprise Contact Center Platform Spring 2018 release helps customers comply with the General Data Protection Regulation (GDPR) by offering Data Processing Agreements, updated product features and added security and privacy measures, such as unified authentication ID and masking of the last four digits in cost reports.

In addition to the new platform capabilities, Talkdesk has launched the Talkdesk AppConnect Developer Portal, which provides developers a single destination for on-demand information and documentation to develop and integrate apps with the Talkdesk Platform.