Comprehensive Checklist to Audit Your Contact Center Solution

To gain a competitive edge with today’s customers, you need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the U.S., there is a $3 return on investment for every $1 invested in the customer experience. Hopefully, you have evaluated your legacy contact center vendor’s roadmap to see if is has the next-generation contact center features you need to meet the new expectations of modern customers. If you don’t like what you see, it is time to consider a move to Talkdesk.

Talkdesk was born in the modern era, with none of the pre-digital baggage and on-premises monolithic software architecture that plagues legacy providers. Our solution is designed to fit right into your overall digital transformation. As you explore the market of cloud contact center platforms, use the checklist below to guide your evaluation and make the right decision for your enterprise. This checklist to make sure your cloud contact center solution has all of the essential capabilities to meet your current and future business needs.

Architecture

MULTI-TENANCY

Multi-tenancy architecture brings ability to scale to all customers.

MICROSERVICES ARCHITECTURE

Microservices architecture removes any single point of failure and makes the service fundamentally resilient.

HIGH AVAILABILITY

High availability is baked into the cloud-native architecture.

ONE LOGICAL GLOBAL CONTACT CENTER

The ability to run one logical, global contact center without the need to do pre-routing, even when your contact center teams are in different regions around the world.

CONTINUOUS DELIVERY AND AUTO-UPGRADES

Automatic system and product upgrades several times a year at no cost.

SELF-SERVICE ADMINISTRATION

Adjustments that can be made by non-technical resources with clicks not code.

OPEN APIS AND PAINLESS INTEGRATIONS

Integrate Talkdesk with your website, mobile apps and internal systems

Features

ACD

Independent of phone switches.

SKILLS-BASED ROUTING

Easy to configure – clicks not code.

CALL CENTER REPORTING

Easy to use – utilizes APIs. v

DIGITAL CONTEXT

Use digital context to make smarter routing decisions and show context to agents.

MOBILE AWARE

Convert voice calls to omnichannel calls by leveraging SMS to send information to callers.

CLOUD NATIVE

Take advantage of cloud-native architecture with high availability and unlimited scalability.

OPEX PRICING

Pay-as-you-go model makes it easy to scale up and down based on your business seasonality.

WORKS WITH ANY PBX

Get a best-in-breed contact center solution that works with any on-prem or cloud PBX.

AGENT WEBRTC

Agents just need a browser and headphones to get going.

VISUAL FLOW DESIGNER

Change routing flows in-house without having to pay for expensive certified engineers.

CUSTOMER JOURNEY

Show your agents the customer’s journey and delight your customers with in-context service.

OUT-OF-THE-BOX CRM INTEGRATION

No need for expensive third-party integration solutions.

VISUAL ROUTING FLOW

Quickly optimize complex routing flows without code or expensive IT resources.

OUT-OF-THE-BOX SENTIMENT

SMS sentiment surveys get you the CSAT data you need with minimal effort.

CONSUMER-GRADE UX

Delight your agents with user-friendly UX.

OUT-OF-THE-BOX CALL RECORDING

Record calls into the cloud without expensive add-on solutions.

OUT-OF-THE-BOX CALL BACK

No need for third-party call back solution.

INTELLIGENT RECONNECT

Easily reconnect with customers without third-party additions.

POST CALL AUTOMATED WORKFLOWS

Use a drag-and-drop recipe builder to create automations for the most common after-call activities.

OUT-OF-THE-BOX SALESFORCE INTEGRATION

Activate at no cost with a few simple clicks.

OUT-OF-THE-BOX ZENDESK INTEGRATION

Activate at no cost with a few simple clicks.

APP STORE

Try, buy and manage next-generation voice analytics, advanced reporting, WFO, WFM and other solutions in AppConnect.

What new tools will your contact center offer customers and agents in the near and fast-approaching distant future? Think about how those individual interactions are affecting loyalty and put the right processes in place to keep your customers coming back.

Once you’ve considered the characteristics of on-premises and cloud-based contact centers, it’s easy to see that the cloud variety offers more robust features and a more adaptable strategy for you and your team.