PRODUCTS | OMNICHANNEL ENGAGEMENT
Meet your customers where they are with Talkdesk Omnichannel Engagement.
Provide seamless and personalized customer experiences across voice and digital channels with omnichannel customer engagement—all from a single pane of glass.
Customer story
Hear how Serta Simmons Bedding transforms the customer experience.
Hear how Rita Michaud, Director of CX Enterprise at Serta Simmons Bedding, uses Talkdesk Omnichannel Engagement to streamline customer communications and elevate their service.
Digital Engagement
Create connected experiences at every touch point with Talkdesk Omnichannel Engagement.
With Talkdesk Digital Engagement, connect with customers any time, any where—across SMS, chat, email, and social messaging. Deliver personalized , context-rich support with faster responses and greater convenience to strengthen relationships, boost satisfaction, and fuel growth in today’s digital-first world.
“Talkdesk’s Digital Engagement platform allows us to communicate with customers across multiple channels at the click of a button. Having all customer engagements in one space really helps us deliver a great customer experience, and the implementation was extremely straightforward as well!”
Joshua Quelch, Technical Support Executive, Air Business
ORCHESTRATION & ROUTING
Orchestrate better customer journeys — without the complexity.
Drive high customer satisfaction with frictionless omnichannel customer experiences. Talkdesk Studio™, a user-friendly designer, makes it easy to build menus and routing flows for any channel. Intelligently route calls and seamlessly elevate them to digital conversations as a single interaction with a point, click, publish mechanism and a powerful routing engine that gets your customer to the right agent the first time.
OUTBOUND DIALING
Maximize connect rates with intelligent outbound engagement.
Talkdesk powers your entire outbound strategy—from high-volume dialing to intelligent automation and agentless campaigns. Talkdesk Advanced Dialer™ boosts connect rates by 3–4x using predictive, power, progressive, preview, and agentless dialing. Launch SMS campaigns to reach customers on their preferred channel with personalized, two-way messaging and AI/agent escalation. Agentless campaigns deliver timely, automated outreach without tying up agent resources. And with Dialer for Salesforce™, reps can accelerate outreach directly within Salesforce.
Talkdesk Copilot
Empowering agents to support customers.
Deliver great customer experiences by empowering your agents with automated assistance, contextual recommendations, and next best actions during live interactions. Talkdesk Copilot™ helps agents answer customer inquiries quickly and accurately, reducing contact center costs and improving operational efficiency .
FAQs.
Omnichannel customer engagement is the seamless interaction between a business and a consumer across multiple channels and devices. This approach aims to create a consistent and personalized experience for customers throughout their journey by maintaining relative context. By integrating channels like social media, email, chat, and in-store interactions, businesses can build stronger customer relationships and enhance overall satisfaction. Emphasizing omnichannel strategies helps companies adapt to the evolving preferences of modern consumers and deliver exceptional service at every touchpoint.
Omnichannel customer engagement is a strategic approach that focuses on delivering personalized experiences to customers across multiple channels, including mobile, web, and in-store. By implementing an effective omnichannel strategy, businesses can enhance the customer experience, increase sales, and drive traffic.
As customers increasingly choose to interact with businesses on multiple channels, businesses must implement technology that can deliver a holistic omnichannel experience throughout the entire customer journey. Consider a scenario where a customer initiates a conversation with a company’s virtual agent on their website.
As the interaction progresses, the customer needs more help with their inquiry and seamlessly switches to a chat with a live agent to continue the conversation. Later, they need to be on the go and elevate the conversation to a phone call for further assistance. To end the interaction, the customer receives an email with a summary of the conversation. This shows the power of our integrated omnichannel customer engagement system, which ensures a consistent and personalized customer experience across channels, enhancing customer satisfaction and building lasting relationships.
