# Talkdesk

Talkdesk contact center integration with AI call analysis, agent coaching, and conversational intelligence for enterprise teams.

## When to Use This Connection

Use this connection when the user:
- Wants to connect their Talkdesk contact center to Demodesk for automatic call recording analysis
- Needs to configure recording import rules and agent mapping
- Wants to integrate with Talkdesk's Quality Management (QM) module for coaching workflows
- Needs to configure call analysis for both outbound sales and inbound support calls
- Wants to troubleshoot call recording import or QM integration

## What This Connection Does

Guide the user to Settings > Integrations > Talkdesk in their Demodesk dashboard at `https://demodesk.com/manage/settings/integrations/talkdesk`. The connection uses Talkdesk's REST API with OAuth 2.0 authorization — the user clicks "Connect Talkdesk" and authenticates with their Talkdesk admin account.

Once authenticated, Demodesk automatically imports call recordings from your Talkdesk contact center. Every call is transcribed using AI and analyzed for coaching insights, deal signals (for outbound sales calls), and performance metrics (for inbound support calls). The integration creates a coaching scorecard for each call, evaluating talk-to-listen ratio, discovery effectiveness, objection handling, and customer sentiment.

The real power of this integration is Quality Management (QM) alignment. Talkdesk's industry-leading QM module is enhanced with conversation intelligence. Demodesk coaching scorecards are directly integrated into Talkdesk QM workflows — managers can view AI-generated coaching insights alongside traditional quality evaluation forms, creating a unified coaching experience.

Configure call filtering rules in the "Call Filtering" tab to distinguish between outbound sales calls and inbound support calls. Outbound calls are analyzed for deal signals and sales coaching; inbound calls are analyzed for customer satisfaction and support effectiveness. Configure agent mapping to identify which agents are in your sales organization versus support teams.

For outbound sales calls, configure deal signal extraction in the "Sales Configuration" tab — identify pricing discussions, budget objections, competitor mentions, and timeline concerns. For inbound calls, configure customer sentiment analysis to identify satisfaction issues.

The integration also logs call intelligence to your connected CRM. Configure CRM logging rules to determine which metrics flow to your CRM objects.

Anti-Pattern: "Mixing Sales and Support Coaching Without Distinction"
Do not apply sales coaching frameworks to support teams, or vice versa. Sales calls prioritize deal progression and objection handling; support calls prioritize resolution speed and customer satisfaction. Apply different coaching scorecards, metrics, and feedback frameworks to each team. Mixing them creates confusion and misdirected coaching efforts.

## Data Sync

| Entity | Direction | Details |
|--------|-----------|---------|
| Call Recordings | → Talkdesk to Demodesk | Imported for AI analysis |
| Transcriptions | → Talkdesk to Demodesk | Generated via AI speech-to-text |
| Agent Metrics | → Talkdesk to Demodesk | Agent performance, talk time, handle time, customer sentiment |
| Quality Scores | → Demodesk to Talkdesk QM | Coaching insights integrated into Talkdesk QM module |
| Action Items | → Demodesk to CRM | Extracted from outbound sales calls and logged as CRM tasks |

Sync is real-time. Calls are analyzed and coaching scorecards generated within seconds of call completion.

## Example Prompts

- "Connect my Talkdesk contact center to Demodesk"
- "Integrate coaching insights with Talkdesk Quality Management workflows"
- "Configure call analysis for outbound sales calls"
- "Extract deal signals from Talkdesk sales calls"
- "Why aren't my Talkdesk recordings being imported?"