Talkdesk Phone unifies collaboration and contact center applications to drive business agility, reduce costs, and provide a better way for hybrid workforces to deliver great customer experiences

Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, today introduced Talkdesk Phone, the industry’s first and only business phone system natively built on a cloud contact center platform. Talkdesk Phone helps organizations save money and simplify operations by bringing together business communications and contact center applications onto a single platform to power more exceptional customer experiences and better support today’s hybrid workforce.

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“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”

The modern office looks vastly different than two years ago. According to an August 2021 PwC survey of business leaders, the majority of businesses – nearly 70% – are planning for some form of hybrid work environment this fall. Despite a surge in the use of collaboration tools designed to empower dispersed teams to work together, communication breakdowns are occurring within legacy phone systems that feature limited voice collaboration options and clunky integrations unable to support the fast-moving and hybrid structure in which business is now conducted.

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Thanks to the Talkdesk Phone system, businesses with a dynamic workforce can avoid those communication breakdowns and derive additional benefits:

• Connect from anywhere on any device, empowering teams to talk to each other and receive and make calls to anywhere in the world they do business.
• Gain a holistic view of all voice interactions across every department with unified reporting, and effortlessly manage all users, numbers, and devices from a unified interface.
• Realize significant cost savings combined with the simplicity of managing everything on a single platform that offers a single user experience.
• Provide faster help for complex customer interactions, increasing workforce productivity and more effectively building a culture of customer obsession.

“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,” said Charanya Kannan, chief product and engineering officer, Talkdesk. “Talkdesk Phone ties all of the communication, collaboration, and customer engagement components together, and is inspired by more than a decade of Talkdesk contact center innovations to offer organizations the best of both worlds – a cloud business phone system that delivers better customer experiences.”

”While we continue to see a convergence of UC and contact center in the marketplace, many vendors are leading with UC and adding on CX capabilities,” Zeus Kerravala, founder and principal analyst, ZK Research. “The Talkdesk approach doesn’t treat customer experience as an afterthought. This has the advantage of allowing Talkdesk to extend its contact center capabilities such as AI, workforce optimization, 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.”

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