Kustomer Partners with Talkdesk to Provide Integrated Call Center and Voice Functionality

PRESS RELEASE: Kustomer, the new leader in CRM for support teams announced a global partnership and integration with Talkdesk, a leading contact center software provider. Companies can now seamlessly utilize the powerful, award-winning cloud-based call-center capabilities of Talkdesk to seamlessly integrate call activity from support teams and voice functionality directly inside the Kustomer platform.

Kustomer unifies everything about customers into one easy-to-use interface designed to make it simple for support teams to provide higher quality, more efficient customer service by unifying all customer information – conversations, custom objects and tracking events – at the fingertips of support teams.

“Our mission is to transform the way support teams work with customers. The Kustomer platform unlocks customer insights from multiple systems, giving support teams the tool they need to provide excellent customer service through email, chat and text,” said Brad Birnbaum, CEO and co-founder at Kustomer. “To expand this capability, we needed to integrate voice functionality into our platform. After talking to hundreds of companies, Talkdesk stood out as by far the most popular voice provider and we are honored to partner with them.”

The partnership between the companies opens up the ability for Talkdesk customers to improve the insight and service they deliver to their customers. Using Kustomer, customers can leverage the Talkdesk calling functionality with the rich data and support capabilities of the Kustomer platform to automate tedious tasks so that support team members can spend more time serving customers.

The Talkdesk integration enables customers to identify and open a customer profile automatically in Kustomer when a call starts, or create a new profile for new customers. Kustomer also offers a wide range of agent intelligence features to enhance productivity for support teams that use Talkdesk, including custom objects and workflows tailored to their business needs.

“Talkdesk is designed on the principle of providing service agents with real-time information about the customer from the first second of a call, so the agent can provide immediate value rather than subject customers to long, frustrating holds,” said Tiago Paiva, CEO at Talkdesk. “Kustomer’s CRM for support teams provides this information, and when matched with Talkdesk’s capabilities, provides a genuinely effortless experience to the customer across channels. We are pleased to count them as our newest partner.”

Support teams today have to provide seamless, timely, and highly personalized customer service while also managing an exploding number of touchpoints and applications that do not have a central hub for information and action. Kustomer solves this problem by unifying customer information into a timeline-based dashboard where support teams can communicate with customers across channels, view a customer’s history, and even complete a wide range of transactions from third-party systems like Shopify and Slack.

“Having the full customer history in front of us while on a call is incredibly beneficial. Thanks to the Talkdesk integration we are more efficient – our team members solve customer issues faster, with fewer back-and-forth questions needed,” said Zach Goldstein, Product Manager, Slice. “The combination of Talkdesk and Kustomer gives us a complete multi-channel solution.”

New York City-based Slice is a two-way marketplace connecting customers to local pizzerias. With Kustomer, Slice easily identifies the source of customer complaints and is able to call the local pizza shop with the Talkdesk integration. Kustomer also gives Slice the context of the customer’s order history to know if they are a frequent customer and pass that loyalty information on to the pizza shop.