Talkdesk, the contact center as a service (CCaS) provider, announced a deepened integration with Microsoft last week geared at streamlining the experience for contact center workers. The integration, which synchronizes data between Microsoft Dynamics 365 CRM and Talkdesk contact center data, makes it possible for contact center agents to work from one screen to access click-to-call among other features as well as contextual data while working with customers.
With Talkdesk completely integrated within the Microsoft Dynamics experience, specialists âcan seamlessly handle cases from a single screen, leveraging click-to-call, screen pops and other features to quickly and efficiently resolve customer enquiries,â according to the company s statement. Access to interaction history allows specialists to personalize customer interactions, while the automated data syncing aims to save specialists time and prevent inaccuracies in data.
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Adobe holds its annual Adobe Summit this week, held in a virtual setting for the second consecutive year due to COVID-19 precautions.
And though itâs sad that more than 20,000 attendees, who usually descend upon Las Vegas to get the latest from the digital customer experience software giant, wonât get that chance â missing out on incredible food, entertainment and in-person appearances from famous people, to boot â itâs kind of fitting that Adobeâs tasked with putting on a digital show again. Can they walk the walk?
After all, thatâs the promise of the San Jose, Calif.-based 39-year-old company: help businesses provide digital experiences with âa comprehensive and integrated platform and set of applications and services through Adobe Experience Cloud that enable brands and businesses of all sizes to create, manage, execute, measure, monetize and optimize customer experiences that span from analytics to commerce.
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