OMNICHANNEL ENGAGEMENT | ORCHESTRATION & ROUTING
Orchestrate your customer’s omnichannel journey with Talkdesk Studio™
Use generative AI to optimize channels for maximum capacity, provide self-service options for your customers, and increase first-contact resolutions with advanced customer journey orchestration software.
Talkdesk Studio™ capabilities.
Point, click, and publish custom flows
Empower non-technical users to autonomously configure, design, and manage both simple and sophisticated contact center flows.
Generative-AI powered routing
Ensure the ideal customer journey for every customer, every time. Say good-bye to the tedious iterations required to build natural AI conversations with Talkdesk Navigator.
Text-to-speech
Turn text into life-like natural sounding human speech to greet and navigate your customers through a fully automated voice experience.
Reusable business logic modules
Create reusable blocks of business logic and apply them across multiple flows for consistent CX. Save time and effort while optimizing interactions.
Create your own functions
Customize and enhance routing with advanced business logic using a built-in, low-code editor.
Manage queues efficiently
Reduce waiting times and increase customer satisfaction by splitting traffic and distributing workloads between agents.
Attribute-based routing
Precisely match and route customer conversations to the most relevant agent based on the agent’s skillset for streamlined interactions and improved CSAT scores.
AI-powered virtual agent
Easily design and customize Autopilot voice and digital conversation flows to provide self-service options to your customers.
Chart a course to seamless, AI-powered customer journeys with Talkdesk Navigator.
Ditch the frustrating IVR menu and let your customers express themselves in their own voice. We have injected the power of generative AI into Talkdesk Studio to automate customer support triage. With no training, Talkdesk Navigator can autonomously make content-based decisions from incoming voice calls and digital messages and create the ideal experience for every customer, every time.
Streamline customer journeys with intelligent orchestration.
Ensure customers are effortlessly connected to the right agent and reduce wait times across all channels with customer journey orchestration made simple. Seamlessly route calls, chats, and more, delivering interactions based on a blend of context, business rules, agent expertise, availability, or topic.
Use generative AI to deliver the ideal customer journey.
With no training, Talkdesk Navigator is able to converse naturally with the customer, understand their request, and deliver the ideal customer experience. Eliminate the tedious setup and iterations required to build natural, efficient AI conversations.
"Everything within Talkdesk Studio is drag and drop, so people don't have to know any code or have exceptional technical skills to make changes. This capability allows us to continue operating, even when the unexpected happens."
Doron Pryluk SVP of Customer Experience at Glasses USA parent company Optimax
Maximize efficiency with a pre-packaged library of powerful components.
A rich library of ‘plug-and-play’ components simplifies customer journey orchestration. From seamless CRM data dips to engaging audio prompts and automated messages, Talkdesk Studio empowers you to create dynamic and personalized customer experiences with agility.
"With Talkdesk, we can easily make IVR changes on the fly without consulting a user manual. The ability to self-design and build intelligent workflows is making us more efficient, enabling us to serve more customers with less effort and faster than before."
Dale Sturgill VP of Call Center Operations, Employbridge
Increase customer self-service rate with Talkdesk Autopilot.
Minimize complexity for your customers and help them faster by integrating Talkdesk Autopilot™. Large language models understand customers’ conversational prompts and questions and provides human-like support. Autopilot comes pre-designed to handle common customer service scenarios and simply plugs into your IVR flows for rapid implementation.
IVR integrations with Salesforce, Zendesk, & more.
Connect Studio to outside systems like Salesforce, Microsoft Dynamics, Zendesk, and others. Leverage third-party data to make intelligent routing decisions using all of the customer context you have. Out-of-the-box connectors speed up integration, providing you with immediate value.
FAQs.
What is customer journey orchestration?
Customer journey orchestration is a powerful tool that allows businesses to gain complete control over each customer interaction in the contact center. It proactively influences outcomes by providing insights into the customer’s identity, purpose of contact, and journey stage. In a simpler way, it lets companies understand who the customer is, why they’re reaching out, and where they are in their journey. This control empowers businesses to make informed decisions, provide the right information during interactions, and continuously refine strategies to keep improving the overall experience for customers.
What is an example of a customer journey orchestration?
In a scenario where a customer reaches out to a company for support, with customer journey orchestration in action, the system recognizes the customer’s identity, understands the reason for the inquiry, and efficiently directs it to the right agent or automated solution. This way, customer journey orchestration ensures a seamless and personalized resolution, enhancing the overall quality of customer interactions.
How do I create a customer journey with Talkdesk Studio?
Creating a customer journey with Talkdesk Studio is an intuitive and straightforward process. Utilizing our interactive visual designer, you can effortlessly design and customize customer journeys using a drag-and-drop mechanism. This user-friendly interface allows you to seamlessly connect different elements, such as IVR scripts, menus, and routing options, without the need for extensive technical expertise. With Talkdesk Studio, you can easily create dynamic and personalized voice and digital customer journeys, streamlining interactions and optimizing the overall customer experience.
