Talkdesk Expands Salesforce Integration with Unified Routing

Talkdesk has announced new updates to its integration with Salesforce Service Cloud Voice, introducing unified routing for all customer interactions.

The move means that every call, message, and digital interaction can now be managed through a single routing engine inside Salesforce.

First launched in 2021, Talkdesk for Service Cloud Voice combines CRM data, phone, and digital channels in one workspace for agents.

Kishan Chetan, Executive Vice President and General Manager, Service Cloud, at Salesforce, said, “Talkdesk for Service Cloud Voice has been a critical offering in the Service Cloud Voice ecosystem for years.

By expanding its functionality with unified routing for voice and digital channels, now it’s even easier for our shared customers to deliver the experiences their customers expect and make day-to-day work flow better for their agents too.”

With this latest update, Talkdesk becomes one of the first providers to support Salesforce’s expanded unified routing capabilities.

“Businesses want their customer interactions to flow effortlessly, regardless of channel, and the Talkdesk for Service Cloud Voice enhancements make that possible.

We are immediately enabling faster, better customer experiences, while simplifying workflows for agents, for more than 800 customers Talkdesk and Salesforce jointly serve worldwide,” said Rui Biscaia, Vice President of Product at Talkdesk.

For more information about Talkdesk - visit the Talkdesk Website

About Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another.

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Author: Hannah Swankie
Reviewed by: Megan Jones