What is Talkdesk?
Talkdesk is a cloud-based contact center platform that provides voice, digital channels, routing, reporting and other customer experience capabilities.
Talkdesk can handle customer interactions while Salesforce provides customer information and CRM capabilities to the service organization.
What is Salesforce?
Salesforce is a cloud-based CRM platform used to manage customer information, accounts, contacts, cases and customer service workflows.
Salesforce Service Cloud provides service agents with the tools required to manage customer interactions and support processes.
How Talkdesk and Salesforce Work Together
Talkdesk and Salesforce can work together by combining contact-center capabilities with CRM information.
The exact architecture depends on the Talkdesk and Salesforce products and integration model being used.
CTI and the Agent Experience
Computer Telephony Integration (CTI) connects telephony functionality with the agent's business application.
Depending on the integration, agents may be able to answer calls, make outbound calls, change their availability and access customer information from within the Salesforce environment.
What Happens When a Customer Calls?
A typical inbound contact-center interaction can pass through several stages before reaching an agent.
Salesforce can provide customer and CRM context to the agent while the interaction is being handled.
Screen Pop and Customer Context
One benefit of integrating a contact-center platform with Salesforce is the ability to connect customer interactions with CRM information.
Depending on the configuration, an incoming interaction may allow the agent to locate a customer record, contact or case associated with the interaction.
Salesforce Service Cloud Voice
Salesforce Service Cloud Voice brings voice interactions into the Salesforce service experience.
Voice interactions can be associated with Salesforce records and customer-service workflows, allowing agents to work with voice and CRM information in the same environment.
Service Cloud Voice architecture can vary depending on the voice provider and Salesforce configuration.
Integration Architecture
A simplified Talkdesk and Salesforce architecture can be represented as:
Talkdesk provides the contact-center capabilities while Salesforce provides CRM information and business processes. Integration components connect the two environments.
Talkdesk, Salesforce and Web Chat
The same customer-service architecture can extend beyond voice. Digital interactions such as Web Chat can also participate in Salesforce customer-service workflows.
This allows TeleLab to explore both voice and digital customer interactions as part of a broader contact-center architecture.
What We Will Explore in TeleLab
In future hands-on labs, we will explore how Talkdesk and Salesforce work together in a contact-center environment.
- Understand Talkdesk and Salesforce integration
- Understand CTI concepts
- Explore the Salesforce agent experience
- Understand call routing and queues
- Understand customer context and screen pop
- Explore Service Cloud Voice concepts
- Explore digital and voice customer interactions
- Test customer interaction workflows