Talkdesk has announced plans to expand its partnership with Microsoft by deepening integration with its platforms.
The current collaboration intends to deliver new ways for enterprises to improve customer experiences.
One of the certified integrations is between Talkdesk and Microsoft Teams to allow organizations to embed Talkdesk Workspace into their systems.
The other certified integration is between Talkdesk Customer Experience Automation (CXA) and Microsoft Azure Partnerships, an AI agent that solves disputes and queries in the workforce.
Microsoft Teams and Talkdesk Workspace
The enhanced Talkdesk for Microsoft Teams integration allows for a unified workspace – this is created for various enterprise roles, including agents, supervisors, back-office staff, and subject matter experts.
Being able to embed Talkdesk Workspace means that organizations can now eliminate app switching, streamline collaboration, and unify both employee and customer experiences.
Agent efficiency is improved, as they can now use a single interface to experience advanced routing and omnichannel support.
Presence and directory syncing are also included to deliver greater efficiency, speedier resolutions, and more consistent customer experiences.
Jaime De Mora, Chief Technology Officer for Digital Natives at Microsoft EMEA, believes the news is particularly beneficial for Teams customers: