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Talkdesk Contact Centre

Talkdesk’s enterprise Contact Centre software provides an automation-first customer experience. Innovative, AI-powered tools and applications allow for customer self-service, omnichannel engagement, workforce engagement, and valuable customer experience analytics.

Talkdesk Contact Centre2022-07-04T09:48:53+00:00

Optimise critical customer service processes

Throughout our 25+ years providing telecommunication services to enterprise-sized businesses, Arrow has supported many companies with the development and management of their Contact Centre solutions. This includes some of the nation’s leading banks, top legal firms, retail and leisure centres, energy and utility providers, and more.

Now standing as Talkdesk’s largest implementation partner in the UK, Arrow is even better positioned to support businesses with their contact centre requirements, leveraging industry-leading technology and research.

Talkdesk has a proven history of creating meaningful and seamless customer experiences, helping businesses to improve their daily communications and develop strong customer loyalty.

Interactions that nurture customer loyalty

The importance of customer loyalty truly can’t be overstated – however, it isn’t easy to achieve. In fact, 86% of customers are loyal to just 5 companies or less.

The only way to compete with this exclusive list is to deliver an exceptional customer experience. One that provides fast answers, personalised guidance and consistent service no matter the channel.

Talkdesk can help businesses achieve this with a 24/7 Virtual Agent and an AI-powered Self Service portal, giving customers the answers they need when they need them.

91% of CX professionals say their contact centre is a major driver of customer loyalty

AI for every day

Artificial intelligence is now increasingly considered a necessity for businesses to keep up with the speed and accuracy of competitor’s customer service – and this is especially true for contact centres.

Talkdesk AI empowers both customers and agents, optimising every step of the customer journey with intelligence and automation.

  • Agent Assist
    An AI-powered assistant that listens, learns and assists in every conversation, allowing agents to quickly resolve complex customer issues.
  • Interaction Analysis
    A text and speech analytics tool that captures, transcribes and analyses every customer interaction using natural language processing.
  • Identity
    Voice biometrics quickly and securely verify caller identity, connecting customers with agents faster and preventing fraudsters.

72% of CX professionals believe customers expect a more automated experience than what is currently offered by their company.

Connect with customers on their terms

In today’s digital world, customers expect to be able to connect with organisations on a variety of channels – whether that be phone, email, web chat, SMS, or instant messaging. If any business can’t meet these expectations, a competitor who can is just a click away.

Talkdesk Digital Engagement provides integrated support through a variety of channels. With this unified approach, not only can customers reach your business through their preferred method, but communications across different channels are all linked back to their customer profile, removing the need for repetition and building stronger relationships.

62% of global consumers have stopped doing business with a brand or organisation due to a poor customer service experience.

Transform interactions into powerful insights

By effectively leveraging customer data, businesses can better understand consumer demands, anticipate future behaviours, improve agent performance and more. However, without the appropriate tools, collecting, analysing, and acting on this data can be a time-consuming process.

Talkdesk’s Customer Experience Analytics make data visualisation easier with a powerful business intelligence and reporting tool, providing a 360-degree view of your contact centre performance and analysing 100% of your customer interactions to find patterns in customer intent and sentiment.

Only 27% of organisations have meaningful insights about customer effort and only 20% actively analyse customer intent.

AWARDS
Talkdesk Ranked #1 in 25 G2 Spring Reports
Talkdesk Wins Cloud-Based CX Solution of the Year at 2021 CCW Excellence Awards
Talkdesk Wins 2021 BIG Awards for Business Entrepreneurship Award
Talkdesk Wins 2021 Contact Center Technology Award

Trusted global leader

Talkdesk offers a better way for organisations to intelligently unlock the promise and potential of great customer experience. Their speed of innovation and global footprint reflect their commitment to ensure organisations everywhere can deliver better customer experiences – across any industry and through any channel.

With 30+ security certifications, 100% uptime SLA, 60+ out-of-the-box integrations and flexible deployment options, it’s easy to see why Talkdesk CX Cloud is used by over 1,800 businesses across the world.

Talkdesk’s value is also recognised through their numerous awards and accreditations, including being recently named a Leader in Gartner’s 2021 Magic Quadrant for CCaaS.

About Us

With over 25 years in the business telecoms industry and an unrivalled reputation of delivering excellent, personal customer service, Arrow is one of very few companies in the UK able to provide a full telecoms, IT and energy consultancy and service proposition.

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We’re here to deliver a seamless, stable, reliable experience that your organisation can’t live without. As a Microsoft Gold partner, with our own voice platform and 25 years’ experience in Telecoms and IT services we’re perfectly positioned to do just that.

FAQs

Does Talkdesk offer training for customers?2022-06-15T18:25:30+00:00

Yes! Talkdesk Academy is a free online resource where Agents, Supervisors, and Admins can learn more about Talkdesk. These courses contain instructive videos and short quizzes, and are handcrafted to develop the knowledge of both new and existing team members.

Which platforms does Talkdesk integrate with?2022-06-15T18:29:42+00:00

Talkdesk allows you to integrate with over 60 CRM, Helpdesk, Sales, and other business tools.
To see the full list of integration options, please visit Talkdesk’s Integrations page.

Which operating environments are supported with Talkdesk?2022-06-15T18:32:32+00:00
  • Operating System (OS): Windows 10 / OSX 10.14+ / Linux 64bit (Debian 9 or Red Hat 8 based distros) / Chrome OS
  • RAM: Recommended 8GB of RAM
  • CPU: Intel i5 / AMD Ryzen 5
  • Browser: Google Chrome configured as the default browser and updated to the latest version
How can Administrators assign and edit access controls in Talkdesk?2022-06-15T18:33:42+00:00

The Roles and Permissions tab in Talkdesk offers advanced usability and allows you to manage your team more effectively.

In this tab, Administrators can define and edit user roles (administrator, supervisor, agent, or any other custom role), specify unique Talkdesk settings for each role and assign agents to specific roles.

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