Talkdesk has announced a new way to streamline the agent experience by integrating its tools directly into widely used customer relationship management (CRM) and helpdesk platforms.
The new offering, Talkdesk Embedded, allows businesses to integrate Talkdesk Workspace, Talkdesk Conversations App, and Talkdesk Copilot into platforms like Zendesk, Salesforce, ServiceNow, Dynamics, Pega, Oracle, or even custom-built systems. Using user-friendly no-code and low-code tools, this integration allows agents to access key functionalities within a single interface, eliminating the inefficiency of switching between multiple screens.
“We wanted our customers to be able to easily embed elements of our AI and conversation solutions within the industry systems their agents already use to make their teams’ lives easier. In keeping with our history of accelerating value for our customers, we’ve achieved a way for brands to gain fast, seamless integration and unified workspaces—no more switching between systems—so agents can work smarter and happier,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
This workspace boosts agent productivity and reduces contact centre workloads. For example, Talkdesk Copilot can cut average handle time (AHT) by 15%, while embedded tools foster enhanced agent satisfaction and tool adoption.
The modular and customizable design of Talkdesk Embedded allows administrators and technical teams to build tailored user experiences that align with specific workflows. These easy-to-configure integrations reduce IT demands, enabling faster deployment of bespoke solutions.
A Deloitte report shows that 76% of contact centre agents feel overwhelmed by the complexity of their tools. Talkdesk Embedded addresses this challenge by equipping agents with easy access to personalised customer interaction tools. Over 300 organizations are already leveraging these capabilities to enhance agent efficiency, reduce tool fatigue, and deliver smarter, more satisfying customer experiences.