Call Center Scheduling Featured Article
Talkdesk Adds New Low- and No-Code Customization Tools for Contact Centers
In an uncertain economy and a tight labor market, companies today are finding it harder than ever to keep pace in the race to deliver ever-better customer experiences. In the contact center – never an operation known for its lightning-fast ability to adapt to new realities – customer-facing companies need a new way to overhaul the traditional approach to development to better adapt to current realities without the need for extraordinary cash outlays. One of the best ways to stay ahead is to adopt solutions that offer no-code and low-code tools, allowing contact center teams to quickly adapt to evolving business needs with clicks instead of code.
Cloud contact center company Talkdesk introduced two new modules to its flagship Talkdesk Builder suite of low-code and no-code customization tools that enable organizations to easily develop and customize their ideal contact center. Talkdesk Automation Designer and Talkdesk Workspace Designer, the two additions, were added to enable existing, non-technical frontline teams to rapidly customize interfaces for any role and design process workflows to create more customer-centric automations, according to the company.
Automation Designer is a no-code, point-click-publish tool that allows frontline workers to design customer-centric, AI-powered automations across the customer journey. It helps builds dynamic conversation flows that intelligently respond to and resolve customer queries while simplifying process creation to allow frontline users to instantly define and launch workflows that cater to their specific challenges. Use cases include conversational flow design for virtual agents, scripted agent conversations, and more.
Workspace Designer, the other new component, is a low-code tool that allows call centers to more easily design, modify and launch customized user interfaces for every contact center role. The goal is to improve business agility, enhance productivity, reduce errors and allow call center organizations to adapt to market changes through rapid customization of the employee experience without adding to the strain already faced by IT departments.
Most organizations want to prioritize CX innovation and recognize the need to transform their contact centers, but they’re encountering hurdles,” said Charanya Kannan, chief product, engineering and customer officer at Talkdesk. “Through our Builder portfolio and new tools like Automation Designer and Workspace Designer, Talkdesk is creating smarter ways for them to eliminate the barriers to contact center customization and bypass expensive, lengthy development cycles. Now they can achieve their CX goals faster, while also outpacing the competition.”
Edited by Erik Linask