// A Guide to the Talkdesk and Google Contacts Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and Google Contacts Integration // 04 02 // 3 Ways to Use the Talkdesk and Google Contacts Integration // 06 // Readily Available Caller Profile Information // 08 // Call Google Contacts Directly From Talkdesk // 09 // Search for and Open Google Contacts From Talkdesk // 10 03 // Activate the Integration // 12 04 // Call Directly From Google Contacts // 16 talkdesk © www.talkdesk.com // 2 // Introduction // Welcome to Talkdesk! // TALKDESK WAS BUILT WITH THE AGENT IN MIND. We made sure that everything you should know about each customer pops up on your computer screen, when they call. Talkdesk makes it easy for you to answer, make calls, edit customer information and write notes about your calls. This manual will help with the Talkdesk and Google Contacts integration and provide more information about the functionality. We really hope Talkdesk makes your job easier and that you love it as much as we do! talkdesk © www.talkdesk.com // 3 // A Guide to the Talkdesk and Google Contacts Integration Overview & Advantages of the Talkdesk and Google Contacts Integration talkdesk1 © www.talkdesk.com // 4 // Overview & Advantages of the Talkdesk and Google Contacts Integration // Talkdesk brings all the benefits of an enterprise-level call center to your business. // GOOGLE CONTACTS IS AN ONLINE ADDRESS BOOK THAT IS INTEGRATED WITH GMAIL AND MANY OTHER PRODUCTS. With the Talkdesk and Google Contacts integration your agents can have complete information about the caller when they call. Thebenefits of the Talkdesk and Google Contacts integration are: // Whenever changes are made, Talkdesk contacts will automatically be updated with Google Contacts information. // Upon configuration completion, all of your contacts from Google Contacts will be automatically uploaded into Talkdesk. // Easy simple setup. // User-friendly integration. talkdesk © www.talkdesk.com // 5 // A Guide to the Talkdesk and Google Contacts Integration 3 Ways to Use the Talkdesk and Google Contacts Integration 2talkdesk © www.talkdesk.com // 6 // 3 Ways to Use the Talkdesk and Google Contacts Integration The following are three of the most powerful functions of the Talkdesk and Google Contacts integration: // Readily available caller profile information // Call Google Contacts directly from Talkdesk // Search for and open Google Contacts from Talkdesk talkdesk © www.talkdesk.com // 7 // Readily Available Caller Profile Information 2.1 // Readily Available Caller Profile Information When you integrate your Google Contacts with Talkdesk, your agents will have a more complete view of your customers when they call. They will know their contact information as well as a detailed history of their previous interactions with the company. talkdesk © www.talkdesk.com // 8 // Call Google Contacts Directly From Talkdesk 2.2 // Call Google Contacts Directly From Talkdesk Agents can call Google Contacts directly from Talkdesk with the click of a button and identify existing ones when they call. You can also view comprehensive information about the caller as the phone rings. // Identify the phone number that was called. // Mute the call, place the call on hold or transfer the call to another agent. talkdesk © www.talkdesk.com // 9 // Search for and Open Google Contacts From Talkdesk 2.3 // Search for and Open Google Contacts From Talkdesk // Search for Google Contacts: In Talkdesk, click on the “CONTACTS” tab. Select “GCONTACTS” from the dropdown list in the search bar (this step is helpful, but not necessary). Select the search criteria (i.e. “NAME”, “EMAIL”, “PHONE”, “COMPANY”) from the dropdown list. Click “SEARCH”. talkdesk © www.talkdesk.com // 10 // Search for and Open Google Contacts From Talkdesk // Open Google Contacts from Talkdesk: Click on the name of the contact that you would like to view. Click on the “PROFILE” tab to view the contact’s name, email, phone number, etc. Click on the “ACTIVITY” tab to view recent calls, voicemails, live chat transcripts, notes, cases, tickets, etc. talkdesk © www.talkdesk.com // 11 // A Guide to the Talkdesk and Google Contacts Integration Activate the Integration 3talkdesk © www.talkdesk.com // 12 // Activate the Integration Google Contacts integration setup is quick and easy. No programming is required, just enter your Google Contacts account information and the integration process is complete. Follow these steps to activate the integration: // Log into your Talkdesk account as an Administrator. // Click on the “ADMIN” tab at the top of the page. // Select the “INTEGRATIONS” tab and click on the Google Contacts “CONNECT” button. // Fill out the form with your Google Contacts information. talkdesk © www.talkdesk.com // 13 // Activate the Integration Select the appropriate boxes to synchronize contacts. // Click “CONNECT GOOGLE CONTACTS”. This action will redirect you to the login page of Google. talkdesk © www.talkdesk.com // 14 // Activate the Integration You will need to enter your Google login information and allow Talkdesk to manage your contacts. Once you finish, there will be a screen to let you know that the integration has been set up successfully. The Talkdesk and Google Contacts integration is now complete! Information will be automatically synchronized between Talkdesk and Google Contacts. talkdesk © www.talkdesk.com // 15 // A Guide to the Talkdesk and Google Contacts Integration Call Directly From Google Contacts 4talkdesk © www.talkdesk.com // 16 // Call Directly From Google Contacts With the Google Chrome Extension, your agents can use Talkdesk to call customers directly from their favorite Helpdesk, CRM, sales software or any other website. All they need to do is click on the phone number and Talkdesk will take care of the rest. The Talkdesk click-to-call feature gives your agents all of the functionality of Talkdesk (i.e. IVR, waiting queues, advanced routing, voicemails, etc.) directly from the interface of your favorite software. Once you install the Talkdesk Google Chrome Extension, it will intelligently scan your current systems and add a link to each phone number. Once your agent clicks the link, the call will be made using Talkdesk. It’s as simple as that. All calls will be made and received through your browser and none of your information will be exchanged with Talkdesk or third-party servers. talkdesk © www.talkdesk.com // 17 // Call Directly From Google Contacts // How to Install // Install the extension from: https://chrome.google.com/webstore/detail/talkdesk/ adjgicoimjhccdcjgepkmigomegpjplg?authuser=2 // Log into your Talkdesk account. // Navigate to Google Contacts and start calling. Call using Talkdesk +16502906601 Click-to-call functionality from SaaS products and your favorite websites will allow your agents to stay busy speaking with customers, rather than searching for their phone numbers. Save your agents time and frustration and allow them to focus on what really matters. talkdesk © www.talkdesk.com // 18 // A Guide to the Talkdesk and Google Contacts Integration Thanks and we hope you love using Talkdesk as much as we do! Talkdesk is as powerful as enterprise call center software with the simplicity and price of a business phone. Feel free to contact us at Share This Guide [email protected] if you have any issues, suggestions or just want to say hi! talkdesk © www.talkdesk.com // 19 // A Guide to the Talkdesk and Google Contacts Integration talkdesk © www.talkdesk.com // 20.