Talkdesk Omnichannel

Talkdesk Omnichannel Advanced Documentation

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Talkdesk Omnichannel

Talkdesk Omnichannel provides a broad set of digital channels, including email, chat, and messaging apps, plus chatbot and social listening capabilities. Additionally, the underlying workflow engine fuels a wide variety of customized capabilities.

Why does it matter?

Digital transformation is on the rise, businesses know they need to offer customers convenient ways to contact them, and maintain a consistently high level of quality regardless of channel. With Talkdesk Omnichannel businesses can unify their digital service; they get a broad set of digital channels, all in one solution from one vendor.

Talkdesk Omnichannel makes it easy for agents to handle multiple channel types in one interface, reducing effort spent when context switching. Because everything is managed in one solution, administrators can easily apply routing rules across all channels and supervisors get a holistic analytics view of what’s happening in the contact center.

What are the capabilities of Talkdesk Omnichannel?

Talkdesk Omnichannel is a two-tier solution. Tier One includes the agent, administration and reporting interfaces that support standard channels. Tier Two includes a powerful workflow engine that facilitates custom capabilities. Tier Two capabilities are delivered by our Professional Services team.

Tier One (Standard Channels)

  • Digital Channels: SMS, Email, Live Chat, Twitter DM, Facebook Messenger, WhatsApp, WeChat, RCS, and Apple Business Chat. Additional channel integrations are available as well.
  • Cross-channel Customer History & Reporting: Gives insight into holistic contact center performance, integrated across all channels and media types.
  • Trend Reports: They show traffic patterns and illustrate problem areas over time.
  • Pull and Push Routing Models, Skills-based or Team Routing, and Prior Agent Routing to support flexibility in how channels and assets are handled.
  • Proactive Outbound Interactions: Agents can initiate a follow-up interaction to strengthen the customer relationship. The agent can also send an email transcript of the interaction with a single click.
  • Social Listening: Once Facebook and Twitter have been purchased as part of the 3-, 6- or all-channel packages, social listening can be added on to monitor public posts. Social listening supports Facebook and Twitter and requires an add-on cost per tenant per month (not per user).

Tier Two (Customized Capabilities Enabled by our Professional Services team)

  • Chatbot Builder or Integration: Build a customized chatbot or integrate Talkdesk Omnichannel with an existing bot. Deflect common questions with 24/7 self-service.
  • CRM Integration: Integrate Talkdesk Omnichannel with a CRM to log activity or pull information to populate custom fields.
  • Proactive Outbound Flows and Campaigns: Generate customizable automated messages to a group of customers.
  • Post-Interaction Surveys: Verify the quality and accuracy of the customer interaction.
  • Customized Workflows and Channels: Many other capabilities are possible.

Where can I find pricing for Talkdesk Omnichannel?

You should contact your Customer Support Manager (CSM) or our Support team at [email protected]

Updated 4 months ago

Talkdesk Omnichannel


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