Contact Center Trends
Future of Education Meets Future of Contact Centers
By Gavin Gustafson
0 min read
Most of us are probably familiar with Discovery, Inc and its impressive roster of nature, educational and entertaining television shows and networks. Whether you enjoy Shark Week or Planet Earth on the Discovery Channel, getting home decorating and improvement tips on HGTV, TLC or DIY Network, culinary counseling on Food Network, or drooling over supercars on Velocity, you are likely to be a regular watcher of a Discovery show or network. But, did you know that Discovery is not just a creator of educational television? In 2004, Discovery Education debuted in U.S. classrooms and has evolved into the global leader in standards-based digital content and professional development for K-12 education. Discovery Education now serves more than 4 million educators and 50 million students worldwide.
As with nearly all modern companies, customer service became a key component to the success of their business and they selected a well-known, on-premises, call center provider to support their operation. When that legacy provider declared bankruptcy in early 2017, the future of Discovery Education’s customer service operation was, needless to say, a bit cloudy… Very “punny” indeed, but also quite accurate as they quickly narrowed down the field of potential new vendors to a cloud-only field for its inherent flexibility and OpEx over CapEx model.
Discovery Education chose Talkdesk’s easy-to-use cloud-based contact center to support its partner success team based on the platform’s intuitive user experience, industry-leading functionality and tight integrations with systems-of-record including Salesforce. What really set Talkdesk apart from its competitors was the ability to rapidly deploy their software in minutes, and implement the entire system in under four weeks. This fast implementation allowed Discovery Education to quickly sunset their legacy system with no downtime or loss of productivity.
"Discovery Education is dedicated to empowering educators with the tools and resources they need to create dynamic digital learning environments that support the success of all learners. The ability to rapidly respond to the needs of the educators we serve is paramount to us, and we are pleased to have Talkdesk support us in this effort."
Megan Haller, Vice President of Inside Sales and Customer Success at Discovery Education
Discovery Education’s business model is ideally suited for this modern era which is rapidly transitioning nearly everything to the digital medium. School districts through the U.S., and around the world, are replacing textbooks with contemporary digital resources. Discovery Education is well-positioned to offer these cutting-edge solutions that are aligned to state standards, customized curriculum, and support classroom instruction regardless of the technology platforms already in place. As a result of their best-of-breed offerings, Discovery Education continues to grow and add new schools and districts throughout the world. The Talkdesk Enterprise Contact Center is a powerfully simple and endlessly adaptable solution that can grow with Discovery Education as they aim to make teachers’ jobs a little bit easier and accelerate student achievement.
