Leaving the Legacy Behind - Talkdesk Brings the Contact Center Up to Speed with the Digital World
It’s not something you haven’t heard before; the transition
from premises-based to cloud-based systems has been going on for more than ten
years. Cloud initiatives are now commonplace in every type of business system…CRM,
Helpdesk, HR, and Finance. But despite
the clear ROI now being achieved by digital transformation projects and the
pressing need to better serve customers who want to communicate more
effectively with businesses on the channels of their choice, the contact center
world has been dragging its collective feet in fully embracing the benefits of
Many organizations cling to their on-premise systems, with
closets full of servers that require the hovering attention of IT personnel to
make sure they keep running. Why aren’t
more companies taking the necessary steps to modernize? Perhaps the most
significant reason is the perception that the contact center is a cost center.
This old-line thinking requires that contact centers wring the most out of
every dollar ever spent, regardless of the impact on the customer. To be fair, it’s
often a painful decision for organizations to pony up the costs required to
update their legacy systems. They are left
with the choice of paying way too much to upgrade an outdated system or simply
standing pat while their customer experience takes a downhill trajectory.
Legacy systems built before the digital age can’t keep up
with the needs of today’s channel-hopping customers who are ready to move on after
one bad experience with a company. And, not all cloud platforms are created
equal. Many businesses that jumped in with first-generation solutions are still
faced with the lingering issues of substandard reliability, lack of integration
and limited flexibility, as well as poor call quality. Customer service
providers require a contact center platform that offers the combination of agility
and performance that can support their needs.
That’s where Talkdesk comes into the picture. As one of the industry’s
first cloud-native enterprise contact center providers, the company offers a Cloud
Contact Center as a Service (CCaaS) enterprise solution designed to meet the
evolving requirements of the digital world.
For the second consecutive year in 2018, Talkdesk was cited
as Visionary in the Gartner Magic Quadrant for CCaaS in North America. The
solution was also given credit for such statistics such as 346% increased ROI,
19% improvement in NPS and up to $7.2 million savings realized in improved
agent occupancy rates and lower churn rates in a recent Forrester report
on its Total Economic Impact.
The secret lies in Talkdesk’s cloud-native architecture,
which now supports enterprise global brands running multiple thousands of agent
positions around the world. Since Talkdesk has been built from the ground up to
scale elastically, additional seats can be provisioned without sacrificing
quality or security. Unlike early monolithic cloud platforms where a bug in any
module can impact the availability of the entire application, Talkdesk is a next-gen
solution built on microservices architectures. This allows companies to easily
leverage such key attributes as intelligent routing, contextual customer data,
CSAT, actionable reporting and more without the complexities of having to
rewrite the entire solution. Businesses can keep their contact center agile
with non-technical personnel able to easily configure IVR and routing with
clicks, as opposed to needing IT people to write code. The platform can
accommodate organizations with as few as five seats as well as enterprises with
thousands of seats. It is used by a diverse group of businesses in media,
online retailing, consumer services and more, meeting the varying needs of such
organizations as Showtime, the Weather Channel, PBS, Shopify, Peloton, and
Peet’s Coffee and Tea.
The Talkdesk for Service platform enables businesses to get
started within days and extend their capabilities by taking advantage of more
than 30 integrations and AppConnect, their in-house app shot which enables
companies to “try before they buy” for 30 days such functionalities as voice analytics,
WFO, WFM, video, co-browsing and more. Clients can also integrate Callbar,
which enables them to maximize rep flexibility and streamline workflows with a
fully-integrated web dialer. Agents can leverage click-to-call from any website
and receive alerts whenever calls are received without the need to search
through tabs in their browser.
Talkdesk offers some of the deepest integrations with
leading CRMs such as Salesforce, Zendesk, ServiceNow, Microsoft Dynamics 365,
and Oracle. Additional integrations can be done through Talkdesk’s Open API.
The Talkdesk environment can actually “live” within these CRM environments,
allowing companies to bring all the contact center data into the reporting and
dashboards field that they are comfortable in using.
The Talkdesk CCaaS platform has proven its ability to move
the needle on vital SLA metrics; driving CSAT improvements of up to 19%, agent
productivity improvement of up to 20%, time-to-answer reductions of up to 21%
and lower wait times by up to 23%. By deploying this next-gen solution to
finally bring their contact center into the digital age, businesses can immediately
boost operating efficiency, cut costs, and most importantly, make their
Click here to view the demo.