Is Talkdesk Guardian the key to a safer contact centre?
The modern contact centre is at the heart of many brand/customer relationships. Without the right technology, it’s impossible to give your audience the meaningful, efficient, and optimised experiences they’re looking for when making a purchase or asking for help.
Contact centre technology can differentiate your business and generate brand loyalty, but they’re also home to a variety of risks and challenges in need of careful consideration. Now more than ever, as contact centres grow more distributed, remote, cloud-based, and hybrid, companies need to reconsider their approach to privacy, security, and compliance.
A successful contact centre needs to be flexible and scalable, without compromising on safety. This is where tools like Talkdesk Guardian make a difference. Offering a way to take control of the evolving remote and hybrid contact centre, Guardian can protect businesses from a range of threats. Let’s explore what this platform can do.
Talkdesk Guardian review: Features
Talkdesk Guardian is a native cloud compliance application designed to help contact centres reduce the risk of a transformative contact centre. Built with Talkdesk Artificial Intelligence, Guardian can learn from historical patterns of behaviour to create a baseline, flag unexpected activities, and recommend strategies to ensure safety.
With Talkdesk Guardian, companies investing in the new age of customer experience with omni-channel communication platforms, and remote teams can reduce their exposure to countless threats. Guardian can assist with everything from tracking changes in system performance, to reducing the risk of identify theft, fraud, and insider threats. Features include:
- Voice biometrics: Identify callers based on unique vocal characteristics
- Live sessions log: Examine unusual behaviour and potential vulnerabilities in real-time
- Agent profiles: build detailed agent profiles to help agents make safer decisions and work more productivity
- Reporting: Access automatic reports delivered straight to your inbox
- Seamless Integrations: Connect with IVR systems and Talkdesk Studio to redirect calls if remote agents have equipment or connectivity problems
- Risk scoring: Examine callers by their risk level and define potential threats to your call centre
The Guardian ecosystem can help business leaders to oversee the performance of remote agents from a distance, track who logs into contact centre tools and reduce the risk of insider threats. Guardian also helps with ensuring agents follow crucial policies and procedures and supports teams in improving identification with biometric data.
Talkdesk Guardian review: Benefits
Talkdesk Guardian is one of the many disruptive tools built by Talkdesk with artificial intelligence, to enhance the way contact centres work. Guardian allows business leaders to take control of their remote and hybrid workforce, to gain a birds-eye view of who is logged in, the quality of their connection, and even agent activities.
Talkdesk Guardian works alongside tools like Talkdesk Studio to help improve the performance of your contact centre, rerouting calls when an agent doesn’t have the best connection. The solution can also provide insights into agent performance and efficiency, so business leaders can make better decisions about how to guide teams. Major benefits of Talkdesk Guardian include: