March 12, 2025 · Matthew Marion · 5 min
The Talkdesk Retail Experience Cloud, powered by Windstream Enterprise, is a robust omnichannel platform that empowers agents with AI-driven tools to enhance efficiency and customer support. From seamless integrations to complete customer histories, it delivers all the capabilities retail brands need to elevate their CX.
Do you know what today’s consumers value most—and are willing to pay for—when it comes to the retail customer experience?
If you named elements like unique experiences, personalization and rewarding loyalty programs, you’d be wrong—only around 20-30% of customers feel that those factors are worth paying more for.
The top four expectations are actually the basics of customer service: efficiency, convenience, knowledgeable assistance and friendly service. Nearly 80% of consumers prioritize these attributes in the brands they choose to buy from.
If your retail brand is struggling to meet those requirements, the Talkdesk Retail Experience CloudTM, powered by Windstream Enterprise, is for you. Here’s what this industry-specific Contact Center as a Service (CCaaS) solution delivers.
The Talkdesk Retail Experience Cloud supports omnichannel engagement, allowing customers to connect via their preferred channels—be it phone, email, video, text, live chat or social media. It also delivers seamless integrations so customers and agents can switch channels without losing the conversation’s context, providing a unified and coherent experience.
Retail customers often start interactions online and complete them in-store or vice versa, making this feature particularly valuable for brands with brick-and-mortar locations. With a dedicated CCaaS solution, you can meet customers where they are and ensure a seamless experience from start to finish, which is essential in today’s multi-touchpoint shopping environment.
Customers want efficiency, and the Talkdesk Retail Experience Cloud, powered by Windstream Enterprise, excels here with its advanced AI-driven tools.
Together, these tools help automate routine customer service tasks to speed up response times and reduce the workload on human agents, allowing them to focus on more complex and value-added interactions.
Having to repeat or re-explain the same information each time you talk to a customer service agent gets frustrating fast, and 56% of customers say this happens to them regularly.
Talkdesk’s CCaaS solution integrates effortlessly with over 70 industry-specific applications, including leading CRM systems like Salesforce and Microsoft Dynamics 365. As a result, it can seamlessly capture data from all touchpoints for a comprehensive view of each customer’s journey and insights into each interaction with your brand.
With this information readily available, agents can quickly understand a customer’s past interactions and tailor their support accordingly. This not only improves issue-resolution efficiency but also enhances customer relationships and loyalty by showing that your brand values and remembers each customer.
For internal agency support and continuous improvement, Talkdesk’s CCaaS platform provides advanced analytics, monitoring and reporting capabilities. Management gains deep insights into customer behavior, agent performance and overall service quality, plus the quality and performance management tools they need to optimize operations.
Meanwhile, custom reports and dashboards deliver both bird’s-eye and granular views of contact center data and allow supervisors to track key metrics, such as call resolution times, customer satisfaction scores and interaction volumes across channels.
The Talkdesk Retail Experience Cloud, powered by Windstream Enterprise, empowers retail customer service agents with the tools and knowledge they need to meet the needs of modern consumers. Its advanced suite of industry-tailored features, combined with Windstream Enterprise’s expert management, make it an invaluable tool for brands aiming to improve customer support and contact center efficiency.
Windstream Enterprise provides fully managed service, including setup, maintenance and ongoing support, to get your CCaaS solution up and running quickly, with no operational disruptions. You get to focus on your core business—confident that your contact center environment is in expert hands.
Take your retail CX to the next level with an industry-leading solution managed by experts with 20+ years of experience.
Matthew is responsible for the Windstream Enterprise xCaaS product suite, including launch, development and lifecycle management, specializing in Contact Center as a Service. He joined Windstream in 2016 and has over 12 years of experience in the telecom industry managing a wide range of voice solutions.
