Talkdesk’s Modern IVR May 2020 Fernando Santos Product Marketing Manager The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden.
Talkdesk Journey TAM Expansion with adjacent products WEM, AI & more. | 200 Patents | 20 products in 20 weeks in 2020 Founded Talkdesk Contact Centre for Enterprise Systematically targeted up-market with enterprise capabilities CX Cloud One End-to-End AppConnect Marketplace Customer Experience Industry’s first CX marketplace with one-click install Solution Contact Center for SMB Build your Contact Centre in 5 minutes | Online self service with over 500 + customers Talkdesk Proprietary & Confidential Talkdesk Proprietary & Confidential . . . 2011 2012 2016 2017 2018 2019 NOW The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden.
A Glimpse of IVR History Early 2000s Early 1980s Democratisation Hard Drive of large contact Technology centres introduced 1876 Alexander Graham-Bell 1973 Early 1990s Early 2000s 2020 invents the First First Computer “Cloudification” In the front line of phone Commercial Telephony of the contact CCaaS innovation IVR application Integration centre (CTI) systems Talkdesk Proprietary & Confidential Talkdesk Proprietary & Confidential The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden.
Every moment is an experience that matters. Customers demand service that is real-time, seamless, and intelligent. Talkdesk Proprietary & Confidential
The Impact of Technology Innovation System Environment Response to Challenges ● Voice navigation ● Unified operation ● Speed of response ● Self-service ● Interconnected systems ● Ability to deflect ● Automation ● Steady & seamless information streams ● Variety of options Talkdesk Proprietary & Confidential Talkdesk Proprietary & Confidential The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden.
CUSTOMER STORIES Software Challenge Results Integrating with Salesforce and PowerDMS has leveraged ● ● reporting on key contact centre Talkdesk for Slack and Talkdesk metrics. for Salesforce to improve agent efficiency and productivity through real-time alerts and Solution time-saving automations. Talkdesk Enterprise Cloud Contact ● Centre for its strong integrations, innovative roadmap, mobile-ready capabilities and ability to provide supervisors a view into agent performance. Website Founded Integration www.powerdms.com 2001 Salesforce, Slack Industry Customer Since Software 2018 Talkdesk Proprietary & Confidential
CUSTOMER STORIES Education Technology Challenge Results ● Ensure businesses’ viability while ● The cloud contact centre made it transitioning to full easy for the team to work fully work-from-home environment, remote and the transition was and adapting to changing completely seamless for the customers’ needs. customers. Solution ● Leveraged Talkdesk Studio to quickly update the IVR to breakout calls and let customers know about web resources that were made available. Website Founded www.illuminateed.com 2009 Industry Customer Since Education 2018 Talkdesk Proprietary & Confidential
CUSTOMER STORIES CX Solutions Provider Challenge Results ● Delivering seamless, effortless ● Humach leverages the and immediate customer sales Salesforce data dip with Studio and service support. to use AI to identify callers, reference relevant customer data, and provide accurate, Solution personalised self-service ● Talkdesk’s fast deployment and resolutions 24/7/365. time-to-value. The “clicks — not code” integration capabilities let Humach easily connect Talkdesk with external systems. Website Founded Integration www.humach.com 2008 Salesforce Industry Customer Since BPO 2019 Talkdesk Proprietary & Confidential
A Modern IVR DOZENS OF POWERFUL ● Voice-activated DROP-IN COMPONENTS ● AI-infused ● Self-service enabled ● Seamlessly automated ● Powerfully integrated ● Context-driven EASY AUDIO ● Designed with “clicks, not code” PROMPTS Talkdesk Proprietary & Confidential OUT-OF-THE-BOX CRM DATA-DIP
JOIN US ALL MONTH* CX BUSINESS CONTINUITY MONTH Dennis Snow Charanya Kannan Clory Jackson Matt Dale Tiago Paiva Founder Chief Product Officer Senior Director of Vice President of Founder & CEO Snow & Associates Talkdesk Member Experience Customer Support Talkdesk Fmr CX Leader Disney CLEAR Illuminate Education www.talkdesk.com/opentalk * A full month of on-demand sessions focused on CX and Business Continuity starts immediately following Opentalk 2020. Included with your Opentalk 2020 registration.
Thank You. Talkdesk Proprietary & Confidential The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden. Talkdesk Proprietary & Confidential
Recommend
More recommend
