Talkdesk digital customer engagement platform for better CX.
Empower your customers with greater choice and flexibility through a digital customer engagement platform powered by Customer Experience Automation (CXA). Seamlessly orchestrate AI agents across every digital channel—chat, SMS, email, and social—to deliver personalized experiences, effortless handoffs, and smarter outcomes.
Easily manage all email communication within a single interface.
Chat
Leverage real-time chat communication to deliver a more personalized customer experience.
SMS
Conveniently connect with customers on any mobile device using SMS.
Fax
Securely send and receive online faxes within Agent Workspace™ with Talkdesk Fax powered by eFax.
Social messaging
Bring together customer interactions across more digital channels such as Facebook Messenger, WhatsApp, and more.
Custom channels
Connect with your customers on any 3rd-party system with Digital Connect.
Email to case
Transform conversations into positive business outcomes with Talkdesk Cases, an omnichannel ticketing system.
Transfer conversations
Speed up resolution time with one-click transfers, swiftly directing digital interactions to specialized departments for efficient query resolution.
Prioritization level
Easily classify and prioritize digital conversations to increase customer satisfaction.
Increased capacity
Drive contact center efficiency by enabling agents to handle multiple conversations according to your business needs.
Response templates to guide agents
Increase consistency and agent productivity across all your digital channels with defined response templates.
Inbox filtering & sorting
Enable agents to find the right messages and conversations more efficiently with filters to sort their digital inbox.
Meet your customers where they are with the Talkdesk Digital Engagement platform.
In today’s dynamic digital landscape, customers expect different channels for communicating with your business, and 76% of customers value engagement in their preferred channel. Talkdesk Digital Engagement™ is a comprehensive and adaptive customer engagement platform that ensures a consistent customer experience by centralizing data, breaking down silos, and enabling seamless transitions between channels, so customers can elevate conversations effortlessly without starting over.
Increase satisfaction with CXA-powered digital engagement.
Talkdesk Digital Engagement, built on Customer Experience Automation (CXA), connects customers across SMS, email, chat, social, and more. Multi-agent orchestration ensures AI agents and human agents work together seamlessly—starting with virtual agents, preserving context, and delivering faster, more personalized outcomes on every channel.
Tailor interactions with CXA-powered context and intelligent orchestration.
With Customer Experience Automation (CXA), every interaction is informed by real-time data —customer details, preferences, and history. Multi-agent orchestration ensures AI agents and human agents collaborate to route customers to the right outcome instantly, reducing handling time and delivering highly personalized experiences across every channel.
A unified agent workspace designed to simplify agent workflows and optimize outcomes.
Manage all voice and digital interactions in a single Agent Workspace for a holistic view of the customer journey. In-app AI augments agent’s capabilities by suggesting contextually relevant resources, speeding up onboarding, and increasing productivity.
Meet rising CX expectations with CXA-powered engagement.
It’s not rare for customers to feel their experiences lack personalization and involve too many repetitive questions. Despite investments, companies still struggle to deliver frictionless journeys because of siloed systems and legacy technology.
Talkdesk Digital Engagement, built on Customer Experience Automation (CXA), breaks down those silos with multi-agent orchestration that unifies voice, SMS, email, chat, and social channels. CXA coordinates AI agents and human agents in real time, ensuring every interaction is personalized, contextual, and seamless. By drawing on the Talkdesk Data Cloud and pre-built workflows, CXA optimizes each conversation—reducing live agent demand, accelerating resolution, and continuously improving through its virtuous cycle of Discover, Build, Orchestrate, and Measure.
Never let a conversation go unresolved with Talkdesk Cases.
Transform conversations into positive business outcomes with Talkdesk Cases™, an omnichannel customer service ticketing system.
Monitor and analyze customer interactions for continuous improvement of customer service.
A range of customizable reports, dashboards, and metrics equips your business with the tools and insights you need to gain a 360º view of all your customer interactions, regardless of channel. Identify trends, address pitfalls, and allocate resources for immediate support to agents and an optimal customer experience.
Digital customer engagement FAQs.
A digital customer engagement platform is a unified solution that helps businesses connect and interact with their customers across various channels, such as voice, SMS, email, chat, and social media. It streamlines communication, providing a consistent and satisfying experience for customers while offering tools to optimize interactions and enhance the overall agent experience.
A digital customer engagement platform serves as a comprehensive solution, connecting businesses with their customers on various channels while optimizing interactions regardless of channel type. Customer journey orchestration ensures customers are routed to the most qualified agent. Automation and standardized processes relieve agents of repetitive tasks and enable them to address multiple interactions simultaneously. Because agents are equipped with context from previous customer conversations across channels, they’re more informed about the customer’s journey and better able to serve them at the moment. Additionally, a digital customer engagement platform offers insights for continuous improvement to ensure an efficient and more personalized customer experience.
Whether a customer is on your website or has already purchased, a digital customer engagement platform ensures a seamless experience. Imagine a customer who bought a product goes to your website, and a chat window appears with a few options. Opting for “Check Orders”, the customer inputs their order number, and an AI-powered chatbot promptly provides the expected delivery date. If the customer requires more in-depth information or action, the chatbot seamlessly transitions that customer to a live agent, in the chat, or can have an agent initiate a phone call—whichever the customer prefers. The agent, equipped with all the prior conversation history, efficiently handles the customer questions. After the call, if needed, the agent sends a follow-up email, ensuring everything discussed is confirmed in writing. A digital customer engagement platform is behind the scenes ensuring a seamless transition between channels, powering a cohesive and convenient customer experience.
