Contact Center Trends

Studio Stories: How a full-service CX solutions provider manages omnichannel customer journeys

By Fernando Santos

0 min read

As customer expectations evolve, so does the contact center. Shifting customer demands and technologies can be challenging for enterprises to keep up with — even more so when the enterprise happens to be a Customer Experience (CX), Artificial Intelligence (AI) and Automation Solutions provider, responsible for meeting requirements across a diverse collection of industries.

Director of Technology Enablement at Humach, Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support.

The reality at Humach

Humach delivers a differentiated combination of AI-powered digital agents with humans-in-the-loop to remove friction in the customer journey. Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”

Whether fulfilling their customer’s technology requirements or a need for support specialists to help manage and optimize omnichannel interactions, Humach’s human and AI-powered digital agents use Talkdesk’s cloud contact center technology to provide a world-class experience.

Choosing Talkdesk

At Talkdesk, a commitment to innovation through research and development is bringing new and disruptive products to the contact center space, while delivering quick enhancements and new features to current products. This spirit of innovation was a key driver for adopting Talkdesk. “We just didn’t feel like there were a lot of solutions out there that were evolving fast enough on the features’ side,” said Lundberg. “We wanted something that was innovative.” Ease-of-use also factored into the decision-making process and has resulted in fast deployment and time-to-value. In particular, Talkdesk’s “clicks — not code” integration capabilities let Lundberg easily connect Talkdesk with external systems, without relying on IT. “Integration points are really nice. I’m not a developer and I was able to pull together a Salesforce integration on my own. The time that it took us to do a data dip into Salesforce only took a couple of weeks versus a couple of months of development.”

Customizing the customer journey

Those Salesforce data dips are especially relevant when building Interactive Voice Response (IVR) systems and routing to support the many companies that outsource Humach’s contact center services. Studio, Talkdesk’s routing designer, has proven to be an impactful tool for designing and managing efficient customer journeys. Studio includes pre-built components that enable administrators to simply select and drop in contact center actions, such as a Salesforce data dip which collects context from the customer relationship management (CRM) database and uses that information to inform IVR responses, routing decisions or agent-customer interactions. In its 30-year history in customer engagement and relationships, Humach has first-hand expertise with the growing importance of customer self-service. “The customer is changing. They want self-serve options. They want to get the information they need without having to wait for someone to look it up for them,” said Lundberg. By utilizing the Salesforce data dip with Studio, Humach designs seamless omnichannel conversational experiences that use AI to identify callers, reference relevant customer data, and provide accurate, personalized self-service resolutions 24/7/365.

Studio’s rich library of out-of-the-box components offers more than just data dips. A variety of components give Humach flexibility and control over routing design. “The callback feature is fantastic — it’s very easy to use. It’s also super easy to send callers to voicemail.” Intuitive configuration simplifies the steps it takes to build the perfect flow. “Avoiding the process of obtaining a phone number for a voicemail box, or connecting to a PBX saves a lot of time and effort,” Lundberg explained. “Everything is very easy to put in place.”

The vision for the future

Part of Humach’s mission is blending humans with machines to reduce costs, optimize productivity, increase revenue and improve the overall customer experience. Artificial Intelligence is a big part of Humach’s vision for the future, but so is the data that lives across multiple technology systems, just waiting to be leveraged by deeper integration capabilities. “We are always looking for ways to integrate and pull data into the customer conversation,” said Lundberg. Part of the secret for delivering great customer experience (CX) relies on making the most of the available data. “We need to be able to integrate and make decisions based on the data we have. We want to put our customers at ease and we want to connect them with our employees that make the most sense to work with that customer base.” Humach is excited about future integration and customization possibilities on the Studio roadmap which will make it possible to quickly configure data dips into any third-party system and to modify existing Studio components for expanded functionality. “We’re very data-driven and we’re very AI-driven in delivering CX — and Studio will always support our vision.”

Register for our upcoming webinar on March 18 to hear directly from Jennifer Lundberg and learn more about how Humach leverages self-service applications to help a broad spectrum of brands meet modern customer demands.

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Fernando Santos

Fernando has always been passionate about technology. Before becoming a Marketeer, he wanted (and tried) to be a Computer Engineer. He has been building his career in the IT field. When he is not working, he enjoys spending time with family and friends, trying out new restaurants, and playing sports.