Talkdesk

Talkdesk is cloud contact center software for service, support and sales call centers, with IVR, skills-based routing and a predictive dialer, sold by quote.

Talkdesk answers a company's incoming customer calls, puts each one in front of the right agent and places the outbound calls that collections and sales teams make. It is built and sold by Talkdesk, Inc. of San Francisco, which Tiago Paiva founded in 2011 and still runs as CEO. The full platform also carries the name Talkdesk Cloud CX. Agents need no desk phone, because calls run through software on their computer or phone. Inbound calls pass through a multi-level IVR and the automatic call distributor (ACD), which matches each caller to an agent by skills, language and business rules. Routing can also follow caller data, the option picked in the IVR and the team's business hours. Supervisors use call whisper to coach an agent privately, call barge to join the line and call takeover to finish the conversation themselves. Outbound teams work through a predictive dialer, and click-to-call turns any number in a helpdesk, CRM or website into a placed call. Warm transfer, call disposition codes, call recording and voicemail transcription with assignment round out the agent's day. The fit is a contact center whose agents spend most of their shift on the phone. That covers customer service and support desks on inbound lines, as well as sales and collections teams working outbound lists. Operations with several teams, languages or skill groups gain the most from the routing rules, because a wrong transfer is the problem they remove. Healthcare and enterprise contact centers moving agents from the office to remote work fit too, since the Callbar softphone and the Talkdesk mobile apps work on a computer, phone, tablet or smartwatch. A shift usually starts on the Real-time Dashboards, where managers watch wait times, abandonment and service level across the queues. Agents then dial customers straight from the ticket or account open in their helpdesk or CRM, so each call begins with its context on screen. Callers who ring after hours follow a separate route set up in advance. When a call ends, the agent picks a disposition code, and those outcome labels feed the reports on call history and agent performance. That loop, from the first IVR choice to the last disposition code, is the daily job Talkdesk does for a phone-heavy service or sales floor.