News : Talkdesk Supports Cognosante Contact Center Operations for Agents
San Francisco, CA, USA, Oct 22, 2019 -- Talkdesk(R), Inc., a cloud contact center for enterprises, announced Cognosante selected Talkdesk to power its customer service operations. As a provider in technology solutions for health and social services programs, Cognosante is on a mission to transform the healthcare system by providing technology solutions and business process outsourcing to federal, state and local government health agencies. Talkdesk Enterprise Cloud Contact Center enables Cognosante to leverage cloud scalability to meet its fluctuating customer service needs while future-proofing its contact center operations. Talkdesk also met and exceeded Cognosante’s security compliance requirements with the industry’s most comprehensive set of security certifications and standards to ensure sensitive customer healthcare data is safe.
"Customer support is critical to the integrity of our solutions, but information security and compliance is Cognosante’s most urgent requirement when handling sensitive customer data. Talkdesk addresses our security concerns by allowing us to own and control our call recordings," said Michael Zurat, director of engagement solutions, Cognosante. "No other solution was able to provide this level of data security on a scalable cloud platform while still meeting our customization and product integration needs."
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Prior to Talkdesk, Cognosante customer service operations utilized several disparate systems through an on-premises platform. Contact center administrators wrestled with the inflexible nature of its on-premises platform, resulting in lost time and revenue due to agent training and ramp-up. Talkdesk Enterprise Cloud Contact Center offers easy customization in a scalable cloud solution that is ideal for customer service providers like Cognosante with frequently changing service levels. As its service levels fluctuate throughout the year, Cognosante utilizes the power of Talkdesk Studio to design and build customized call flows to meet its specific needs through an easy-to-use interface.
"Flexibility and the power to scale services up and down as business needs change is a core component of Talkdesk and exclusive to our cloud-native architecture," said Talkdesk chief executive officer, Tiago Paiva. "Talkdesk offers customer service organizations a simple and easy path to customize their contact center using clicks, not code, and instantly bring new agents online, including remote agents in any location, to quickly meet customer expectations."
Posted by Veronica Silva Cusi, news correspondent
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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.
Cognosante offers services and solutions to modernize Medicaid programs and health systems, lower administrative costs, improve quality, optimize shared services, streamline your ICD-10 transition, and curb fraud, waste, and abuse.
Published: Thursday, October 24, 2019
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