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News : Talkdesk Offers Business Continuity Solutions for Work-from-Home Agents Amid Coronavirus Crisis

#contactcenterworld, @talkdesk

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.

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."

#contactcenterworld, @talkdesk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.talkdesk.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 - Managing Change

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

Published: Thursday, March 26, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

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.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

6.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

7.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

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