Talkdesk Studio is an interactive visual designer that offers Talkdesk Admins a new way to configure, design and manage both simple and complex call flowsflows - A flow represents the full lifecycle of a call. It is a road map to how calls will be handled from the moment they enter the phone system to the end of the call..
Studio offers a new assignment system providing new capabilities, like time-based actions on virtual queues and interaction prioritization. It’s continuously being extended to provide a best-in-class routing solution with omnichannel capabilities.
Studio gives contact center admins the ability to visually design customer journeys with little to no code or expensive IT resources.
It features a rich library of powerful and easy-to-use componentscomponents - Components are the basic building blocks of a call flow. There are multiple components available that you can add and configure to suit your needs. Check the full list of available components in the "Studio Components" section of this guide. that admins can use to seamlessly drop in contact center actions such as data dipsdata dips - Data dips are search points that collect data from external platforms (like a CRM) or within the call flow. For example, if you ask a caller to input their customer number, this number will be verified against a database., complex IVRsIVRs - IVR stands for Interactive Voice Response and it's a telephony menu system that allows the identification, segmentation and routing of calls to the most appropriate agents within the team, based on the options selected by the contact. and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. Studio also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
Updated over 1 year ago