Talkdesk, a cloud-based call center software provider, has launched Talkdesk Live, a reporting tool built on top of Talkdesk's new predictive insights platform. In addition to providing customers with real-time call center insights, Talkdesk Live also makes it easy to monitor and maintain KPIs for both sales and service teams.
"As a data-driven company, Talkdesk understands how vital it is that our customers have full visibility into their communications data in real-time," said Talkdesk CEO and Founde Tiago Paiva in a statement. "Talkdesk Live is designed to provide the visibility our customers need to take rapid action in response to changing call center conditions."
Optimized for both sales and service teams, Talkdesk Live features drill-down graphics that provide both big-picture insights as well as granular details to help teams understand the factors that drive their call center's performance.
Designed to provide a personalized reporting experience, Talkdesk Live allows call center managers to select which metrics are displayed on their dashboards. Managers can set thresholds for their metrics and get alerted when performance begins to trend off target. Metrics can be customized by ring group, graph type, timespan, and other parameters. Data visualizations have been designed to display on large screens.
"Talkdesk Live brings transparency to our call center metrics," said Nate Peace, support operations lead at SpotHero. "This real-time visibility across all locations empowers our support heroes to take ownership over delivering high quality service at all times."