Located in beautiful Paris, ZENCONNECT responds to the problems of networks and business applications by leveraging new networks, Wi-Fi, telecom and cloud technologies. Founded in 2012, their goal is to provide the solutions, services and IT support organizations need to grow and flourish in the best conditions.
“We had many challenges to find the best tool for our contact center,” explains Yohann Lecornet, CTO at ZENCONNECT. ZENCONNECT used Salesforce but didn’t have it integrated with their contact center solution. “We had a need to measure by KPI—all calls, and so forth. And it’s very important for our managers to access reporting in real-time.”
Sign up for CX and call center insights delivered weekly to your inbox.
Talkdesk for Salesforce enables more personalized, intelligent conversations with prospects and customers. Companies can quickly deploy their contact centers or inside sales teams and set up Talkdesk for Salesforce in just a few steps. Self-service configuration gives them full control over their contact center at all times. Other benefits include powerful omnichannel solutions, comprehensive historical reports, native real-time reporting and intelligent routing configuration.
“Talkdesk and Salesforce help me deliver the best customer experience,” explains Johann. “Talkdesk provides our managers access in real-time reports, Talkdesk was born in the cloud, Talkdesk is open by API and Talkdesk is simple to implement by myself.”
The benefits ZENCONNECT has seen have been impressive. They were able to raise their Net Promoter Survey (NPS) average from 2.0 to 4.5. Their success with Talkdesk has been so successful that ZENCONNECT became a Talkdesk partner, so they could sell the solution to other companies.
“It’s very important for me to deliver Talkdesk and other tools in the cloud because tomorrow artificial intelligence will completely change how I manage my customers and my business, and we have the need to use tools in the cloud. I recommend you use Talkdesk for CTI because it’s the best solution in the world,” concludes Johann.