San Francisco had a busy week at Dreamforce 2017 last week. Talkdesk had a great time showing off our intelligent contact center technology and sharing ideas for the future of the industry. Here’s a quick rundown of some of Talkdesk’s activities from Dreamforce 2017:
#1: Gadi Shamia shared five crazy ideas for transforming customer experience to a packed breakout session
Gadi’s idea that agents should have real-time customer information received a spontaneous round of applause from the audience. Check out all of his crazy ideas in our live blog from the session.
#2: We gave away a Porsche!
Our lucky grand prize raffle winner drove home from Dreamforce in a brand new 2018 Porsche Cayman. Runners up won awesome prizes including a Peloton bike, a custom Indochino suit, a Nectar mattress and pillow set and many more.
#3: Peter Coffee, VP of Strategic Research at Salesforce, interviewed Tiago for the Dreamforce Day of Compassion Pre-Show
“You used the phrase ‘customers of our customers.’ That’s such an important concept,” said Peter Coffee, VP of Strategic Research at Salesforce to Tiago Paiva, CEO of Talkdesk. Check out the full video on Salesforce Live.
#4: Matt Heiss shared the story of Peloton’s journey from kickstarter to national fitness trend
The billion dollar startup, founded in 2012, has cornered the indoor fitness market, combining cutting-edge bike technology with world-class trainers, equipment and analytics to make world-class fitness classes available at home. Matt Heiss, Peloton’s Director of Sales Operations, filled the room at Talkdesk’s kickoff Dreamforce 2017 session. Find out how Matt reshaped Peloton’s inside sales process to optimize for rapid growth.
#5: HotelTonight, Caviar and Evernote showed us what it truly means to go above and beyond customer expectations
High-growth, mobile-first companies HotelTonight, Caviar and Evernote empower agents with customer data, measure what matters with real-time analytics and think outside the box to deliver exceptional customer experience and operate efficiently at scale. Check out the live blog for tips from these leaders’ experiences building cultures of empowerment and stories of what it means for agents to truly go above and beyond expectations.
#6: Vivino shared secrets about pioneering the wine industry’s move to digital
Wine customers are a particular bunch. Chad Boonsupa, Head of Global Customer Support of Vivino, shared the story of how he used Talkdesk to shift the wine industry to an online marketplace using buying data, highly customized customer service and automated reporting.
#7: IBM iX premiered their thinkLeaders panel in the SFMOMA with “The Future of Customized Experiences” featuring Gadi Shamia of Talkdesk, NextUser and Agent IQ
“Customer experience is the total sum of interactions that a brand has with their customers,” said Gadi Shamia, Talkdesk COO, at IBM iX’s first thinkLeaders panel at Dreamforce. The panel, held in the SFMOMA’s In Situ restaurant, explored the on-demand world of customer experience and spoke with leaders at companies who are delivering customized journeys best: Talkdesk, NextUser and AgentIQ.
#8: We gave away 3,000 pieces of chocolate at the Talkdesk Booth in the Dreamforce Customer Success Expo Hall
Talkdesk was a Titanium Sponsor at Dreamforce, so we had plenty of opportunities to talk to expo visitors about how our intelligent contact center can help them. We made some great new friends and gave away more than 3,000 pieces of chocolate and prizes to booth visitors. It was a fantastic opportunity to learn more about how companies are using their contact centers today and show them about where Talkdesk is going.
#9: We munched on sandwiches and gave attendees sweet new shades
Dreamforce attendees kicked back in bean bags and picnic tables between sessions to enjoy lunch and Talkdesk sunglasses at Yerba Buena Gardens.
#10: 1,000 people relaxed at Talkdesk’s Elixir Hours in our VIP Lounge
More than 1,000 Dreamforce attendees came by Talkdesk’s Elixir Hours to enjoy margaritas, savor our delicious candy bar, take pictures in the selfie mirror and take home a personalized cup from graffiti artist Kuya George.
#11: Marissa Kraines interviewed Tiago on Salesforce Live
Marissa Kraines interviewed Tiago Paiva, CEO of Talkdesk, and Matt Heiss of Peloton to learn about Talkdesk for Sales for Salesforce Live.
#12: We rocked out to Alicia Keys and Lenny Kravitz at Dreamfest 2017
We rocked out to a world-renowned DJ at WalkMe’s Temple Night Club Party, complete with a fully stocked open bar, premium locally made appetizers, an interactive photo booth and networking opportunities with over a thousand Dreamforce attendees.
#13: We talked business transformation with Geoffrey A. Moore, author of “Crossing the Chasm”
Geoffrey hosted an executive roundtable to discuss industry trends including intelligence and autonomy. New companies have a level of customer service personalization, speed and responsiveness that old companies don’t have and can use these new tools to create more meaning connections. Talkdesk will be covering learnings from this session in upcoming content pieces, so stay tuned to learn more.
#14: Aduro, TalkIQ and AutoReach gave us a glimpse of their artificial intelligence-powered CX
Customer experience is the sum of all interactions with a brand. When it comes to support and sales, customers expect intelligent, customized experiences right away. Leaders from Aduro, TalkIQ and Autoreach share how intelligence has been used at to achieve a variety of CX goals.
#15: Dreamforce 2017 attendees got early access to Talkdesk for Sales demos in the Lodge
Conference attendees got early access to a demo of Talkdesk for Sales, our newest product, in the Dreamforce Sales Lounge. We announced Talkdesk for Sales at Dreamforce 2017 to help inside sales teams handle more calls, have more productive outcomes and get the coaching they need to convert and close more business.
#16: Artificial Intelligence emerged as an industry theme
The topic on everyone’s lips at Dreamforce was artificial intelligence. Industry leaders are leaning in to find new ways to improve sales and customer experiences using artificial intelligence. It’s exciting to think about how these intelligent products will work together in the future.
#17: Looking forward to seeing you next year!
It’s never too early to start counting down to next year’s busy event calendar. We’re taking everything we learned back to our office to improve the way we work and the way we treat our customers. Let’s swap stories when we run into each other next year.
To learn more about Talkdesk, our intelligent contact center or how your sales and support teams can benefit, set up a call with one of our experts by clicking the button below.
Publish Date: November 13, 2017 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
|3.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|7.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
|10.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
|11.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|12.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
|14.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|15.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:
*Caller ID reputation
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Poor answering machine detection
Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.
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