voice /talkdesk

Talkdesk contact centre solutions, connected by Zen

Deliver smarter customer interactions with an AI-powered cloud contact centre and reliable, business-grade connectivity.

Talkdesk helps organisations improve customer service, support agents more effectively and gain greater visibility into every interaction. With Zen, the contact centre platform and the connectivity it relies on come together through one trusted provider.

Modern customer service

Customer service is becoming more complex. It doesn’t have to be.

Voice calls remain an important part of customer service, but they’re only one piece of the puzzle. Customers might start a conversation through web chat, continue it via email and follow up through social media – all while expecting a consistent experience.

For many organisations, the technology supporting those interactions hasn’t kept pace. Disconnected systems, limited visibility and manual processes make it harder to deliver the service customers expect.

When those channels work together, agents spend less time piecing together the customer’s history and customers are less likely to have to repeat themselves.

The platform

What is Talkdesk?

Customers expect a consistent experience whether they contact you by phone, email, web chat, messaging apps or social media.
Talkdesk brings those conversations together in a single cloud platform. Instead of switching between multiple systems, agents get a clearer view of every interaction, helping them deliver faster, more consistent service.

Built-in AI helps automate routine tasks and support agents in real time, while reporting and analytics provide a clearer picture of performance. Talkdesk also integrates with leading CRM and business applications, making the information teams need easier to access.

Why Zen

Why choose Zen for Talkdesk?

A cloud contact centre depends on the connection carrying every customer interaction. Bringing Talkdesk and Zen connectivity together means fewer suppliers to manage and a clearer route to help if something goes wrong.

Built around your operation

We’ll understand how your contact centre works, then recommend the right setup, bandwidth and resilience for your needs.

One provider, one support path

One provider for the platform and the connectivity beneath it means fewer supplier hand-offs when you need support.

Keep conversations moving

Contact centres can’t stop when a connection fails. We help design resilience around your operation, including backup connectivity and diverse access options where needed.

Independent network expertise

Benefit from decades of experience delivering reliable connectivity and communications services to organisations across the UK.

What success looks like

Resolve issues faster

Help customers reach the right person, team or resource more quickly through intelligent routing and self-service capabilities.

Give agents time back

Reduce repetitive tasks and after-call admin so agents can focus on the conversations that matter most.

Support every conversation

Provide guidance, suggested responses and relevant information while interactions are taking place.

Create memorable experiences

Deliver more consistent customer service across voice, email, chat and digital channels.

See where service can improve

Use interaction data and reporting to spot problems, track performance and make better decisions.

Grow without complexity

Add users, channels and locations without introducing unnecessary operational overhead.

Smiling woman in headset with microphone, representing Talkdesk customer service.

Connected customer journeys

Deliver better service across every channel

Customers don’t think in channels. They think in conversations.

Whether someone gets in touch by phone, email, web chat or social media, they expect the same level of service every time. Talkdesk brings all those interactions into a single platform, giving agents a clearer view of the customer journey.

Intelligent routing, self-service, real-time reporting and built-in AI help teams respond faster, reduce admin and manage service performance from one place.

Two men collaborate, pointing at a computer screen in a modern office.

Human-centred AI

AI that supports people, not replaces them

AI can automate parts of customer service, but that’s not its only role. It can also help agents find information, complete admin and resolve enquiries more quickly.

Used well, that means less repetitive work for agents and faster answers for customers.

Talkdesk includes a range of AI-powered capabilities designed to support both customers and agents, including:

AI-powered self-service
Agent assist
Conversation summaries
Quality management
Intelligent routing
Workforce optimisation

Together, these capabilities reduce routine work and give agents more time for enquiries that need judgement, empathy or specialist knowledge.

Real-world results

Results achieved by Talkdesk customers

Figures are drawn from Talkdesk customer case studies. Results will vary depending on each organisation’s requirements, implementation and operating environment.

Reduce waiting times and improve satisfaction

One healthcare provider used Talkdesk AI-powered solutions to automate 45% of call volume, reduce wait times by 98% and increase overall satisfaction by 120%. Automating routine enquiries improved access to support while freeing agents to focus on more complex needs.

Reliable Connectivity

Keep customer conversations moving

Your contact centre depends on the network beneath it. Zen can help match connectivity, bandwidth and resilience to the demands of your operation.

Combining Talkdesk with Zen connectivity means fewer supplier hand-offs, while bandwidth and resilience can be considered from the start. If service is affected, there’s also a clearer route to support.

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GET IN TOUCH

Speak to a Talkdesk specialist

Perhaps your current contact centre is difficult to manage, reporting is limited, or you want to understand where AI could genuinely help. Our specialists can talk through the options with you. Start with a short discovery conversation, watch a pre-recorded demo or ask us to arrange a tailored session based on your requirements. We’ll explain what’s possible and help you decide whether Talkdesk is the right fit for your organisation.