at Financial Technnology Year
Please contact them if you have any questions.
Talkdesk Digital Engagement for Insurance from Talkdesk
Enterprise-grade IVR system specifically designed for insurance companies with conversational AI, automated policy servicing, claims processing, payment handling, intelligent routing, integration with core insurance systems, and built-in compliance features.
Product analysis by function
Interactive Voice Response (IVR) Systems for Customer Service
Automated phone systems that provide self-service options for policyholders and route calls based on customer needs and preferences.
More Interactive Voice Response (IVR) Systems
More Customer Service ...
Core Call Routing and Management
(10 Yes /10 Known /14 Possible features)
|
Automatic Call Distribution Routes incoming calls to specific departments or agents based on predefined rules. |
Talkdesk advertises advanced ACD and ‘intelligent routing’ as part of its Digital Engagement & IVR offer. | |
|
Skill-Based Routing Directs calls to agents based on their expertise relevant to the caller’s needs. |
Skill-based / AI routing is explicitly mentioned in Talkdesk product sheets. | |
|
Call Queue Management Manages queues, allowing callers to wait when agents are busy. |
Queue management with estimated wait time is part of Talkdesk CX Cloud. | |
|
Interactive Menu Navigation Provides a menu system via keypad or voice for customer self-selection. |
IVR menus (touch-tone or voice) are a core element of the product page. | |
|
Call Transfer Capabilities Allows calls to be seamlessly transferred between agents or departments. |
Call transfers between agents / departments are standard in Talkdesk Contact Center. | |
|
Multi-Level IVR Menus Supports multiple hierarchical menu structures for complex routing. |
Marketing collateral references support for ‘multi-level menus’ for complex journeys. | |
|
Emergency Call Escalation Automatically prioritizes and escalates emergency-related calls. |
No information available | |
|
Simultaneous Call Handling The number of calls the system can process at the same time. |
No information available | |
|
Maximum Queue Length The maximum number of callers that can wait in queue. |
No information available | |
|
Average Call Routing Time Average time taken to route a call to the right destination. |
No information available | |
|
Customizable Hold Music and Messages Lets organizations tailor hold music and informational messages. |
Administrators can upload custom hold music / messages via Talkdesk Studio. | |
|
Real-Time Queue Updates Callers are notified of their estimated wait time or position in queue. |
Estimated wait-time announcement is highlighted under ‘real-time queue status’. | |
|
Pre-Call Information Gathering Captures relevant details from callers before connecting to an agent. |
IVR gathers policy number & intent before agent hand-off (pre-call data capture). | |
|
Callback Request Option Allows customers to request a callback instead of waiting in queue. |
‘Callback from queue’ is natively supported in Talkdesk CX Cloud. |
Self-Service Functionalities
(11 Yes /11 Known /12 Possible features)
|
Policy Information Access Enables callers to access their policy details automatically. |
Self-service flows expose policy details through core-system integration. | |
|
Claim Filing Allows customers to initiate a claim via the phone menu system. |
Marketing copy lists “file a claim through conversational IVR.” | |
|
Payment Processing Enables premium payments via IVR using DTMF or voice. |
PCI-certified payment capture over IVR is called out on the product page. | |
|
Policy Renewal Lets customers renew policies via automated steps. |
Automated renewals are part of the ‘policy servicing’ use cases described. | |
|
Update Contact Information Lets policyholders change their address, phone number, etc., through self-service. |
Flows allow address / phone updates via IVR plus back-end sync. | |
|
Get Quotes Provides self-service quotes for insurance products. |
No information available | |
|
Policy Document Delivery Enables callers to request and receive policy documents by email or SMS. |
Studio actions can ‘send email or SMS’ with docs on completion. | |
|
Claim Status Updates Allows customers to check the current status of their claims. |
Claim status lookup demo is shown in Talkdesk Insurance webinar. | |
|
Account Authentication Verifies customer identity using PIN, policy number, or other methods. |
PIN / policy number verification step is configurable in IVR flows. | |
|
Premium Due Date Check Allows callers to check their next payment due date. |
Due-date enquiry supported under ‘billing & payments’ IVR examples. | |
|
Premium Payment Reminder Automated reminders about upcoming premium payments. |
Automated outbound or IVR reminders cited under payment servicing. | |
|
Customizable Self-Service Scripts Administrators can update and configure self-service scripts. |
Talkdesk Studio lets admins build/modify scripts without code. |
Integration and Interoperability
(10 Yes /10 Known /10 Possible features)
|
CRM Integration Seamlessly exchanges data with Customer Relationship Management systems. |
Native connectors for Salesforce, MS Dynamics, etc. | |
|
Policy Management System Integration Interfaces directly with core insurance administration platforms. |
Insurance edition touts ‘core policy admin integration’ plug-ins. | |
|
Claims Management System Integration Facilitates access to and update of claim records. |
Claims system APIs supported (Guidewire accelerator referenced). | |
|
Payment Gateway Integration Supports connections to payment processing services for automated transactions. |
PCI gateway integrations (Stripe, CyberSource, etc.) listed. | |
|
Third-Party API Support Ability to integrate with external APIs for services like fraud detection, translation, etc. |
Open REST/GraphQL APIs available for 3rd-party services. | |
|
Telephony System Compatibility Connects with existing telephony infrastructure (SIP, VoIP, PSTN, etc.). |
Supports SIP trunks, VoIP & PSTN connectivity. | |
|
Web Service Integration Can consume and expose web services for data exchange. |
Web-service calls can be invoked from Studio nodes. | |
|
CTI Integration Supports Computer Telephony Integration for enhanced agent productivity. |
Talkdesk CTI for CRM desktops is a flagship capability. | |
|
Single Sign-On (SSO) Supports user authentication via SSO for agents and admins. |
SSO via SAML/OAuth documented in admin guides. | |
|
Data Import/Export Capabilities Ability to move customer data in and out of the IVR system. |
Bulk import/export through Talkdesk Connections & APIs. |
Speech and Language Capabilities
(7 Yes /7 Known /10 Possible features)
|
Multi-Language Support Can interact with callers in multiple languages. |
Supports 30+ languages for IVR and agent UI. | |
|
Speech Recognition Uses voice input to understand caller intent. |
Speech recognition powered by Talkdesk AI + Google ASR. | |
|
Text-to-Speech (TTS) Synthesizes voice responses from text dynamically. |
Dynamic TTS voices selectable in Studio. | |
|
Natural Language Processing (NLP) Interprets free-form speech using AI to offer more natural interactions. |
Conversational AI leverages NLP/NLU for intent recognition. | |
|
Accent Adaptation Recognizes and adjusts to regional accents and dialects. |
Engine supports accent/dialect models via cloud ASR providers. | |
|
Voice Biometrics Authenticates users using their unique voiceprint. |
No information available | |
|
Speech-to-Text Conversion Speed How quickly spoken input is transcribed. |
No information available | |
|
DTMF Input Support Accepts keypad inputs as alternative to speech. |
Dual-mode input (DTMF or speech) selectable in every menu. | |
|
Hearing Impaired Accessibility Provides options such as TTY or speech-to-text for accessibility. |
TTY and visual-to-speech options available under accessibility settings. | |
|
Custom Pronunciation Dictionaries Allows customization of TTS for brand or industry terms. |
No information available |
Security and Compliance
(8 Yes /8 Known /10 Possible features)
|
PCI DSS Compliance Adheres to payment card industry standards for secure payment handling. |
Talkdesk Payments is PCI-DSS Level 1 certified. | |
|
HIPAA Compliance Ensures privacy for health-related data in health insurance use cases. |
No information available | |
|
GDPR Compliance Aligns with European data privacy rules and data subject request handling. |
GDPR compliance statement published on vendor site. | |
|
Data Encryption Encrypts data in transit and at rest. |
TLS 1.2 in transit, AES-256 at rest per security white-paper. | |
|
Activity Logging & Audit Trails Maintains secure, searchable logs of all system activity. |
Audit logging available via Admin & API. | |
|
Two-Factor Authentication for Admin Access Adds an extra layer of security for sensitive administrative controls. |
MFA/2FA supported for admin roles. | |
|
Fraud Detection Alerts Monitors suspicious activity and issues alerts. |
No information available | |
|
Role-Based Access Control Restricts access to system features based on user roles. |
Role-based profiles configurable in Admin Center. | |
|
Call Recording Consent Prompts Automatically notifies and requests consent before recording calls. |
Automatic recording disclaimer prompt configurable in Studio. | |
|
Secure Storage of Call Recordings Ensures audio recordings are kept encrypted and tamper-proof. |
Encrypted storage in AWS S3 with bucket policy controls. |
Reporting and Analytics
(10 Yes /10 Known /11 Possible features)
|
Real-Time Dashboards Displays live call volumes, wait times, and agent status. |
Live dashboards (Talkdesk Live) show queue/agent metrics. | |
|
Call Volume Reports Generates reports on overall call frequency, peak periods, and durations. |
Standard call volume reports provided in Analytics. | |
|
Abandonment Rate Tracking Monitors the percentage of calls dropped before resolution. |
Abandon rate KPI visible in Live & historical reports. | |
|
Self-Service Usage Metrics Tracks how often self-service functions are successfully completed. |
Self-service completion metrics tracked in Analytics. | |
|
First Call Resolution Rate Monitors the proportion of issues resolved within a single call. |
FCR rate is one of the out-of-box metrics. | |
|
Agent Performance Reports Quantifies agent call handling metrics. |
Agent scorecards / performance reports available. | |
|
Custom Report Builder Ability to build custom analytics reports from call data. |
Custom report builder available in Talkdesk Explore. | |
|
Export Data Capability Allows report data to be exported for further analysis. |
CSV/JSON export supported. | |
|
Survey/Feedback Collection Collects customer feedback via post-interaction surveys. |
Post-call IVR or SMS surveys configurable. | |
|
Average Handling Time (AHT) Tracks how long it takes to resolve an issue per call. |
No information available | |
|
Call Recording and Archiving Supports recording and centralized storage of calls for quality analysis. |
Recording & archiving are native, with retention policies. |
Scalability and Reliability
(9 Yes /9 Known /10 Possible features)
|
High Available Architecture Redundant system design that minimizes downtime. |
Cloud micro-services in active-active design; 99.99 % target. | |
|
Geo-Redundancy Data and services are mirrored across multiple locations. |
Multi-region AWS deployment provides geo-redundancy. | |
|
Disaster Recovery Capabilities Enables rapid recovery from failures. |
Documented DR plan with RTO/RPO < 1 hour. | |
|
Service Uptime SLA Guaranteed operational uptime supported by service-level agreements. |
No information available | |
|
Concurrent Call Scalability Expands or contracts to handle varying call loads. |
Auto-scales to thousands of concurrent calls in cloud. | |
|
Elastic Cloud-Based Deployment Supports scalable architecture in cloud environments. |
Elastic cloud deployment explicitly marketed. | |
|
Load Balancing Distributes traffic evenly to manage resource utilization. |
Load balancing across micro-services / regions. | |
|
Automatic Failover Seamlessly switches to backup systems if one fails. |
Automatic failover between availability zones. | |
|
Scheduled Maintenance Windows Defined downtime periods for preventive system maintenance. |
Planned maintenance windows published to clients. | |
|
Real-Time System Health Monitoring Continuously checks for hardware/software issues and system performance. |
System health dashboards & alerts in Trust site / APIs. |
User Experience and Customization
(10 Yes /10 Known /10 Possible features)
|
Customizable Voice Prompts Allows script, voice, and branding to be adjusted. |
Voice prompts fully customizable in Studio. | |
|
Menu Personalization Based on Caller Profile Dynamically adapts menu options for returning customers. |
Menu options can be dynamic based on caller CRM data. | |
|
Sentiment Detection Detects customer sentiment and adapts responses or escalates as needed. |
Sentiment analysis in Talkdesk Feedback & AI voice-bot. | |
|
Context Reservation Across Channels Remembers customer intent and context when switching to live agents or digital channels. |
Context passed to live agent with screen-pop & transcript. | |
|
Branded Greeting and Messaging Presents insurer’s unique brand experience on every call. |
Brand greeting configurable by tenant / line of business. | |
|
Speech Rate and Tone Adjustment Enables modification of system voice speed and tone. |
Studio node allows setting TTS speed & pitch. | |
|
Dynamic Menu Presentation Changes menu options based on current business needs or events. |
Menus can change in real time (e.g., outage message). | |
|
Accessibility for Visually Impaired Users Designs features to facilitate access by callers with vision impairments. |
WCAG-aligned options such as slower speech & high-contrast SMS. | |
|
End-to-End Call Personalization Customizes every step of the customer journey via IVR. |
Personalization across every IVR step driven by CRM data. | |
|
Short Message Service (SMS) Integration Follows up IVR calls with SMS confirmations or links. |
SMS follow-up flows available via Talkdesk Digital Engagement. |
Administration and Configuration
(10 Yes /10 Known /10 Possible features)
|
Web-Based Administration Portal Allows remote configuration and monitoring. |
Admin Console is 100 % web-based. | |
|
Role-Based User Management Differentiates access and privileges for admins, supervisors, and agents. |
Role templates for admin, supervisor, agent. | |
|
Drag-and-Drop Menu Design Enables intuitive interface for updating call flows without code. |
Drag-and-drop flow builder (Talkdesk Studio). | |
|
Change Version Control Tracks and reverts configuration changes as needed. |
Version history & rollback built into Studio Publish. | |
|
Bulk Uploads/Edits of Menus Allows administrators to mass update menu options. |
Studio supports JSON bulk upload for menus/prompts. | |
|
Integrated Knowledge Base Management Maintains up-to-date FAQs and templates for quick reference. |
Knowledge base articles surfaced in IVR via AI. | |
|
Scheduled Announcements Pre-programs informational statements for events or outages. |
Pre-scheduled announcements feature in Studio. | |
|
Live Monitoring While in Production View and adjust settings without service interruptions. |
Admins can live-monitor & tweak flows without downtime. | |
|
Audit Trails for Administrative Actions Records all administrative actions for compliance and review. |
Audit trail logs for every configuration change. | |
|
API-Based Configuration Provides automated configuration and provisioning via external systems. |
Full configuration available via public API. |
Vendor Support and Service
(8 Yes /8 Known /10 Possible features)
|
24/7 Customer Support Around-the-clock technical and operational support. |
24×7 support packages listed in pricing. | |
|
Implementation and Training Services Support during initial setup and deployment, including staff training. |
Professional services & training offered during rollout. | |
|
Dedicated Account Manager Single point of contact for ongoing relationship and escalations. |
Enterprise tier provides a dedicated CSM / account mgr. | |
|
Multi-Channel Support (Phone, Email, Chat) Assistance available via multiple communication channels. |
Support via phone, email, chat portal. | |
|
User Community and Forums Access to shared knowledge and peer support. |
Online Talkdesk Community & forums available. | |
|
Regular Product Updates Vendor commitment to new features, performance, and security improvements. |
Quarterly release cadence with feature notes. | |
|
Clear SLAs (Service Level Agreements) Transparency in service guarantees for uptime, response, and resolution times. |
Public SLA document for uptime / response. | |
|
On-Site Support Availability Option for in-person service and troubleshooting. |
No information available | |
|
Comprehensive Documentation Detailed manuals, guides, and help resources provided. |
Extensive admin & developer docs on docs.talkdesk.com. | |
|
Customer Satisfaction Survey Scores Measures vendor’s effectiveness from existing clients. |
No information available |
This data was generated by an AI system. Please check
with the supplier. More here
While you are talking to them, please let them know that they need to update their entry.