Talkdesk has announced plans to embed elements of its CCaaS platform inside third-party CRM and helpdesk systems.
It will do so via a new offering: Talkdesk Embedded.
Talkdesk Embedded serves up no-code and low-code tools that allow businesses to insert aspects of its Workspace, Conversations, and Copilot solutions into the systems "agents most often use in contact centers."
These include systems offered by the likes of Salesforce, ServiceNow, Dynamics, Pega, Oracle, and Zendesk, with Talkdesk claiming that the move will help to simplify agent experiences.
Such an offering will primarily appeal to system integrators (SIs). After all, if an SI has to build a custom contact center application, they can embed Talkdesk into that, making it a flexible solution for various needs.
In doing so, Talkdesk finds new ways to deliver its technology and engage with a broader prospective customer base.
Talkdesk's ability to spin up such an offering also speaks to its agile, cloud-native CCaaS foundation. This is also evident in its differentiative industry innovation.
Yet, perhaps most notably, the latest innovation chimes with a larger trend of CRM and CCaaS convergence.
While the two tenets of the CX tech space have often worked together, the lines appear to be blurring.
A CX Solution for all Occasions
First things first, if the CX tech space does move towards a single solution, it will need to come up with a new acronym; CRM-CCaaS doesn’t exactly roll off the tongue.
When it comes to the customer, having seamless access to all CRM and CCaaS capabilities in one place will clearly help with agent usability and efficiency, which is why the likes of Talkdesk are already trying to bridge that gap.
Talkdesk believes that embedding its solutions directly within CRM and helpdesk systems will enable agents to integrate call controls and live transcriptions into a unified workspace, which will eliminate screen switching, boost agent output, and enhance contact center productivity.
Indeed, in discussing the launch of Talkdesk Embedded, Tiago Paiva, CEO and Founder, commented:
