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News : Talkdesk Announces Two New Solutions

#contactcenterworld, @talkdesk

San Francisco, CA, USA, Jan 26, 2021 -- Talkdesk(R), Inc., a cloud contact center for enterprises, announced new solutions to address two significant challenges brought on by the coronavirus pandemic; Paycheck Protection Program (PPP) loan distribution and similar small business relief programs worldwide, and the global administration of COVID-19 vaccines. To facilitate the rapid and accurate allocation of PPP loans to the small businesses who need it most, and streamline the vaccination process worldwide, Talkdesk introduces its Small Business Lending Solution and its Vaccine Administration Solution, respectively.

A restart of the economy and return to a level of pre-COVID normalcy faces two considerable obstacles: ensuring the rapid dissemination of emergency capital to struggling businesses and efficient vaccine distribution to a vulnerable population. Despite the urgency, current customer service processes are often inadequate to successfully execute critical programs of this logistical magnitude. The first round of PPP loans in 2020 was beset by delays and errors while the current vaccine rollout has been slower than expected with some patients waiting on hold for hours to make an appointment. The administration of such widespread programs involve a high level of complex coordination across multiple stakeholders. Active engagement and follow-up between institutions — lenders and borrowers, health care providers and patients — is crucial to success. New technological solutions are needed to help the economic recovery with loans for struggling small businesses and to ensure the vaccine is delivered and administered efficiently.

"Small businesses are the lifeblood of the U.S. economy, driving innovation and competitiveness. Large financial institutions, community banks and even fintechs have the opportunity to rescue small businesses and save the economy through PPP loan distribution," said Tiago Paiva, chief executive officer, Talkdesk. "At the same time, health care providers have the opportunity to protect and save lives with the critical administration of the COVID vaccine. Talkdesk aims to support both of these vital efforts through the Small Business Lending Solution and Vaccine Administration Solution, with rapid deployment options available immediately."

Talkdesk is helping financial institutions re-imagine the borrower experience by reducing friction in the PPP loan distribution process. The Talkdesk Small Business Lending Solution is an end-to-end customer experience solution that streamlines the administration of PPP loans by banks, community development financial institutions (CDFIS), credit unions and small business lenders. 

"Our experience applying for and receiving a PPP loan last year was frustrating due to process delays including long hold times and slow responses from the support centers," said Scott Case, co-founder and chief executive officer, Upside Business Travel. "Talkdesk’s announcement of its Small Business Lending Solution is exactly what lender contact centers need to quickly and efficiently handle PPP loan applications and distribute funds where they are needed most."

The process of administering the COVID-19 vaccine is a monumental global task that requires proactive outreach and patient engagement at multiple levels in order to ensure efficient, safe and successful outcomes. Vaccine administration adds new challenges for health care providers including outreach and education, increased call volumes, appointment management and ensuring completion rates. The Talkdesk Vaccine Administration Solution is an end-to-end solution for expediting the administration of the COVID-19 vaccine by providers. 

"At Krucial Staffing, we depend on our call center to handle inbound requests for staffing needs including urgent deployment of medical professionals for emergencies such as natural disasters and other crises. The COVID-19 pandemic created a massive demand for Krucial Staffing health care professionals, up to one million calls a day, which drove our need for a rapidly scalable solution to meet our skyrocketing call volumes," said Brian Cleary, chief executive officer, Krucial Staffing. "Thanks to our quick-thinking, fast-moving and well-informed advisers at PlanetOne we connected with Talkdesk. After a brief phone call and live, online demonstration, we made the decision to move to Talkdesk — if the solution could be implemented fast. Talkdesk completed its implementation and go-live of more than 350 seats within three days, flawlessly."

#contactcenterworld, @talkdesk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Talkdesk:
Company LogoTalkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
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Today's Tip of the Day - Factors When Considering IP

Read today's tip or listen to it on podcast.

Published: Wednesday, January 27, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
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.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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