Talkdesk has launched a voice product which it says is “the industry’s first and only business phone system natively built on a cloud contact centre platform”.
The firm said that Talkdesk Phone is designed to unite a business’ collaboration and customer experience platforms, ultimately providing a better and cheaper service.
Charanya Kannan, Chief Product and Engineering Officer at Talkdesk, said: “While business collaboration tools have more than proven their value since 2020, legacy phone systems aren’t living up to the challenges of supporting the shift to hybrid working.
Employees are feeling the impact and so are customers.
“Talkdesk Phone ties all of the communication, collaboration, and customer engagement components together and is inspired by more than a decade of Talkdesk contact centre innovations to offer organizations the best of both worlds – a cloud business phone system that delivers better customer experiences”
TalkDesk said that the new phone offering is designed to help businesses cope with the hybrid working demands of their employees, with many firms struggling with disintegrated services and clunky integrations.
It said that businesses will save money by offering both CC and UC services on a unified platform for employees, while also offering more complete reporting functions and quick customer service for complex issues.
Zeus Kerravala, founder and principal analyst, ZK Research, said: ”While we continue to see a convergence of UC and contact centre in the marketplace, many vendors are leading with UC and adding on CX capabilities. The Talkdesk approach doesn’t treat customer experience as an afterthought”
“This has the advantage of allowing Talkdesk to extend its contact centre capabilities such as AI, workforce optimisation, omnichannel routing, and advanced analytics to business phone users, enabling a company’s entire organization to collaborate together to deliver the best customer experience possible.”
Talkdesk announced a $230m funding round in August, which it said tripled its valuation to over $10bn. It has now raised $230m since its founding in 2011.
