Talkdesk®, Inc., the leading cloud contact center for innovative enterprises, today announced an expanded partnership with Microsoft to give contact centers more ways to deliver seamless, highly personalized customer experiences and drive greater productivity by streamlining workflows.
With the Talkdesk solution now fully embedded within the Microsoft Dynamics experience, agents can seamlessly handle cases from a single screen, leveraging click-to-call, screen pops and other features to quickly and efficiently resolve customer enquiries. Agents can also instantly view contextual data, like interaction history, to better personalize conversations. Additionally, pre-built and customizable automations eliminate the need for manual updates, which impact productivity, can lead to errors and create potential compliance risks. Automatic data syncs between Microsoft Dynamics 365 customer relationship management (CRM) and Talkdesk contact center data ensures information in both systems is always up to date.
“Serving clients seamlessly and efficiently is a top priority for our company,” said Lizbeth Miranda, IT operations administrator, Mines & Associates. “Prior to the Talkdesk integration with Microsoft Dynamics 365, our staff had to navigate across several different applications to add relevant notes to caller records. Now, any additions our intake staff make to the call notes are automatically tracked with a timestamp. This keeps all of our staff on the same page and allows us to support clients quickly and effortlessly, which has been particularly helpful since most of our staff have transitioned to remote work.”