Talkdesk Adds New Contact Center Customization Tools

Cloud contact center vendor Talkdesk has added two new low-code/no-code customization tools to the Talkdesk Builder suite - Talkdesk Automation Designer and Talkdesk Workspace Designer.

The new additions enable organizations to easily develop and customize their optimal contact center without the need for new IT talent or resources. The AI-powered tools enable non-technical frontline teams to customize interfaces for any role or create process workflows for more customer-centric automations.

“Most organizations want to prioritize CX innovation and recognize the need to transform their contact centers, but they’re encountering hurdles. Through our Builder portfolio and new tools like Automation Designer and Workspace Designer, Talkdesk is creating smarter ways for them to eliminate the barriers to contact center customization and bypass expensive, lengthy development cycles. Now they can achieve their CX goals faster, while also outpacing the competition,” said Charanya Kannan, Chief Product, Engineering, and Customer Officer at Talkdesk.

Automation Designer

A no-code, point-click-publish tool, Automation Designer lets frontline workers create AI-powered automation workflows across the entire customer journey. This includes everything from dynamic conversation flows that intelligently respond to customer queries to workflows that resolve specific issues.

The frontline workers can also use the tool to optimize business processes for a variety of use cases, such as conversational flow design for virtual agents, scripted agent conversations, and others.

Workspace Designer

Workspace Designer is a low-code tool that enables IT teams and business users to design, modify, and launch customized user interfaces for every contact center role.

Users may choose which cards they want to see within configurable panels or other assigned areas in Talkdesk, improving business agility and enhancing productivity.

Thanks to its low-code quality, Workspace Designer does not require additional IT support which allows organizations to decrease costs and redirect investments toward other areas.

Both additions join a growing lineup of Builder tools, including Talkdesk Connections, Talkdesk Studio, and Talkdesk Explore, which give companies a broad range of low-code or no-code options for building third-party integrations, omnichannel flows, and custom reports.

Elsewhere, Talkdesk partnered with WaFd Bank to help "wow" its clients using Talkdesk's industry-specific solution, Financial Services Experience Cloud for Banking.