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TMCNet:  Talkdesk Announces Talkdesk Agent Assist at ICMI Contact Center Expo

[May 14, 2019]

Talkdesk Announces Talkdesk Agent Assist at ICMI Contact Center Expo

Talkdesk, the cloud contact center for innovative enterprises, today announced Talkdesk Agent Assist, a personalized conversational assistant that proactively supports frontline agents, ensuring customer experience excellence and minimal agent effort. Talkdesk Agent Assist provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks through Talkdesk iQ in-house AI capabilities.

"Giving agents next best actions in real-time and removing the burden of tedious data entry will allow them to stay focused on the customer, instead of worrying about the technology," said Dale Sturgill, vice president, contact center operations, EmployBridge. "We see Talkdesk Agent Assist as a game-changer for achieving our goal to reduce agent and customer effort while driving customer satisfaction."

Talkdesk Agent Assist is powered by Talkdesk iQ native artificial intelligence (AI), a pivotal enabler of all Talkdesk's products, providing real-time guidance for frontline employees to respond to customer needs quickly and accurately. As a customer states their need, agents are provided answers or supporting information immediately to expedite the conversation and simplify tasks. Talkdesk Agent Assist intelligently positions information from a knowledge base or CRM as a suggested action in real-time, contributing to a significant reduction in handle time and improving customer experience. Additionally, information captured within the agent interface can be automatically added to account profiles or work item ickets, within the CRM, without any additional agent effort.


"We are excited to launch Talkdesk Agent Assist, our third product launch of 2019, demonstrating our commitment to leading through innovation," said Tiago Paiva, chief executive officer, Talkdesk. "Talkdesk Agent Assist is an intelligent advisory tool which supplies data-driven real-time recommendations, next best actions and automations to aid agents in customer interactions and guide them to quality and outcome excellency."

Unlike other providers that utilize third-party technology, Talkdesk Agent Assist is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. These outdated and fractured solutions rely on repetitive, manual agent effort and rely on inadequate information repositories third-party data analytics and AI technology. With Talkdesk Enterprise Cloud Contact Center, customer service providers have a technology partner dedicated to data security and driving the industry forward.

Additional Information

About Talkdesk

Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including IBM (News - Alert), Acxiom, Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.


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