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News : Talkdesk Flexible Shopping Solution Helps Retailers Break Down Channel Silos

#contactcenterworld, @talkdesk

San Francisco, CA, USA, May, 2021 -- Talkdesk(R), Inc., a global customer experience provider for customer-obsessed companies, launched Talkdesk Flexible Shopping – an end-to-end customer experience solution designed to help retailers and brands ready their contact centers to support post-pandemic shopper expectations.

Talkdesk Flexible Shopping equips retailers with integrated, cloud-based contact center tools to help streamline curbside pickup, buy online-pickup in store (BOPIS) and appointment shopping communications. 

"Creating great customer experiences has always been critical for brands and retailers, but the events of the past year have considerably upped the stakes. Consumers have adopted new ways of interacting with brands they love, and they now expect retailers to meet them where they are in order to provide a frictionless experience," said Charanya Kannan, chief product officer, Talkdesk. "Talkdesk Flexible Shopping offers a better way for retailers to deliver on these expectations, so they can drive loyalty and long-term customer value."

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As global retail emerges from the pandemic, consumer preference for cross-channel and omnichannel services such as curbside pickup, BOPIS/click-and-collect and appointment shopping are expected to continue. While these offerings predate the pandemic, shoppers have since become more attached to using them, raising expectations for brands and retailers. The recent Talkdesk ResearchTM report CX Revolution in Retail findings reflect this and other new patterns in retail spending behavior.

Many companies have struggled to deliver seamlessly on these new consumer demands, often saddled with outdated, disparate, on-premises technology not suited for frictionless cross-channel experiences. In fact, Talkdesk Research further shows 62% of CX professionals report that legacy contact center technology limits them from improving customer experience. Exacerbating the situation, 58% of customers say their expectations of customer service are higher than a year ago.

Shannon Colquhoun joins Talkdesk

Talkdesk has also appointed Shannon Colquhoun as vice president, global industry strategy – retail, e-commerce & consumer goods. Shannon comes with over 20 years’ experience working with startups, such as The RealReal and Everlane, and enterprise retailers, including: Sephora, Gap Inc., Macy’s and Lands’ End. Her roles have spanned strategy, operations, people, technology, marketing, sales and consulting. In her new role at Talkdesk, Shannon will lead cross-functional teams to reimagine the role of the contact center along the customer journey, asking how brands can solve friction points, enhance experiences and build long-lasting relationships.

#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 - Know Your Stuff

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

Published: Tuesday, May 18, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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