#contactcenterworld, @talkdesk, @Microsoft
San Francisco, CA, USA, April, 2021 -- Talkdesk(R), Inc., a leading cloud contact center for enterprises, announced an expanded partnership with Microsoft to give contact centers more ways to deliver customer experiences and drive greater productivity by streamlining workflows.
With the Talkdesk solution now fully embedded within the Microsoft Dynamics experience, agents can seamlessly handle cases from a single screen, leveraging click-to-call, screen pops and other features to quickly and efficiently resolve customer enquiries. Agents can also instantly view contextual data, like interaction history, to better personalize conversations.
"Serving clients seamlessly and efficiently is a top priority for our company," said Lizbeth Miranda, IT operations administrator, Mines & Associates. "Prior to the Talkdesk integration with Microsoft Dynamics 365, our staff had to navigate across several different applications to add relevant notes to caller records. Now, any additions our intake staff make to the call notes are automatically tracked with a timestamp. This keeps all of our staff on the same page and allows us to support clients quickly and effortlessly, which has been particularly helpful since most of our staff have transitioned to remote work."
The deepening of the Microsoft and Talkdesk partnership will also include strategic joint initiatives, while paving the way for future enhancements and additional integrations across other Microsoft products. Further, the Talkdesk solution is now available through the Microsoft AppSource. The Microsoft Dynamics 365 integration is also accessible via the Talkdesk AppConnect Marketplace.
"For enterprises to achieve their customer experience ambitions, they must leverage all the available resources and put them to work in smarter ways," said Charanya Kannan, chief product officer, Talkdesk. "In more closely pairing Talkdesk CX Cloud with Microsoft Dynamics 365, we’re putting deep contextual data at their fingertips, giving them a powerful tool for building comprehensive and remarkably personalized customer journeys."
"We are excited for Talkdesk to bring its customer experience leadership and innovation to the Microsoft partner ecosystem," said Abel Aguiar, executive director, Partner Channel, Microsoft. "The native integration between Microsoft Dynamics 365 and Talkdesk CX Cloud will significantly streamline operations across the contact center and ensure better, more personalized customer interactions."
Posted by Veronica Silva Cusi, news correspondent
Talkdesk 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.
At Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
Published: Tuesday, April 27, 2021
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
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L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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