San Francisco, CA, USA, March 24, 2020 -- Talkdesk, Inc., a cloud contact center for enterprises, announced new offers to enable a swift, seamless and secure transition to Talkdesk cloud contact center solutions. The Talkdesk Business Continuity™ program consists of three solutions designed to enable new and changing business needs as a result of the coronavirus (COVID-19) outbreak.
Talkdesk Now offers enterprises a route to agents working from home, with the adaptability and flexibility of easy-to-use cloud contact center solutions. Talkdesk Boost, which moves contact centers to the cloud, and Talkdesk Mobile Agent which converts any mobile device into a complete customer support tool, are free for three months when companies sign up before May 1, 2020.
"Traditional contact centers have a higher potential to be hit hard by the spread of a health crisis, such as the coronavirus outbreak, or other natural disasters. Due to shelter-in-place orders and social distancing requirements, contact centers suddenly face the need to move agents onto a work-from-home solution," said Tiago Paiva, chief executive officer, Talkdesk. "The Talkdesk Business Continuity program helps companies move to the cloud quickly and aid critical business continuity remotely, providing staff safety and boosting customer confidence.
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Given the rapidly-changing economic climate and business environment brought on by the coronavirus (COVID-19) outbreak, customer needs and contact center volumes are shifting quickly and drastically. An estimated 80% of contact center seats are tethered to aging, obsolete and inflexible on-premises platforms. With traditional on-premises contact centers, software and hardware are fixed on-site in a physical location and agents must be present in central locations to access the tools they need to support customers. The inflexible and unscalable architecture of on-premises contact centers leaves businesses vulnerable in times of crisis when agents need the ability to work remotely and customer inquiries are high.
"Due to the coronavirus outbreak, Doctolib has shifted all employees into remote work environments using Talkdesk," said Frédéric Nguyen, vice president of information technology, Doctolib. "We had to act quickly since our agents assist doctors to implement telehealth consultations, and Talkdesk allowed us to make that change fast."
"Because of Talkdesk we were able to make a smooth transition to working from home and we were able to do so with little to no disruption to our customers," said Jeff Meyer, customer relations supervisor for industrial aftermarket, NTN Bearing Corporation of America. "I’m glad we made the switch when we did otherwise who knows where we’d be."
According to Blair Pleasant, President & Principal Analyst of COMMfusion, "The COVID-19 epidemic has proved the value of cloud-based contact center solutions that are quick to deploy, scalable, and reliable in order to help organizations quickly respond to rising customer need for information and assistance. Many organizations are finding that they need to deploy or expand existing contact center operations while enabling agents to work from home, and only cloud-based services are up to the task. By providing a suite of business continuity solutions, Talkdesk is helping organizations continue to serve their customers while helping to ensure employee safety."
"Thanks to Talkdesk we were the only call center that was up and running in Puerto Rico during Hurricane Maria and a 6.6 Earthquake," said Frances Gonzalez, chief executive officer, Millennia Solutions. "We are so grateful for the Talkdesk technology and team to help us now through the coronavirus pandemic."
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.
Published: Thursday, March 26, 2020
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