Product #13 of Talkdesk 20-in-20 program offers fast access to cloud contact center solutions for tourism industry hit hard by the coronavirus pandemic
SAN FRANCISCO – April 15, 2020 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced Talkdesk for Travel & Hospitality, product #13 as part of its 20-in-20 product announcement program. The tourism industry is uniquely impacted by the coronavirus (COVID-19) pandemic, seeing a dramatic loss of revenue coupled with a spike in inbound customer service traffic volume. Travel and hospitality companies must consider the health of its workforce and move agents to work from home, accommodate the growing needs and concerns of its customers while absorbing unprecedented levels of reservation cancellations. Talkdesk for Travel & Hospitality transitions contact centers to the cloud in as little as 24 hours and equips agents with best-in-class tools to work from anywhere. Talkdesk is providing this package to travel and hospitality companies free for 90 days. By moving contact center operations to the cloud with Talkdesk and enabling agents to work remotely, companies are well-positioned to scale services up and support the travel industry rebound.
“The close-quarters working environment of traditional contact centers have a higher potential for a health crisis, such as the coronavirus outbreak. 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. “Talkdesk for Travel & Hospitality helps tourism companies move to the cloud quickly and aid critical business continuity remotely, providing staff safety and boosting customer confidence.”
Announced in February, Talkdesk 20-in-20 is an aggressive release program to revolutionize and dominate the contact center industry with 20 product introductions in 2020. Talkdesk built its reputation as an industry disruptor through a rapid pace of innovation that has brought more than 600 features to the market over the past 18 months, including 200 patents in 100 days, which paved the way for the 20-in-20 program.
“The market is hungry for an alternative to the fragmented solutions available to customer experience buyers today,” said Charanya Kannan, chief product officer, Talkdesk. “Talkdesk 20-in-20 will consistently introduce new products to solve this problem with an end-to-end customer experience solution that sets a new standard for the contact center industry.”
The first product of Talkdesk 20-in-20 is Virtual Agent, a conversational, intelligent assistant deployed on the voice channel allowing businesses to serve customers even when the contact center is closed. Powered by Talkdesk iQ, Virtual Agent leverages a voice-enabled chatbot, knowledge base and text-to-speech technologies to deliver a human-like service, improving customer satisfaction with around the clock, intelligent conversational support to solve issues effortlessly without agent interaction.
Products two and three are new capabilities to Talkdesk’s cutting-edge, AI-infused Outbound Dialer™ suite. The new Predictive Dialer™ and Proactive Notifications™ offer Talkdesk customers new capabilities for organizations to proactively connect with current and prospective customers in an efficient and compliant manner. Talkdesk designed its next-generation Outbound Dialer capabilities with the same “enterprise-power, consumer simplicity” methodology used in developing all of its apps, enabling rapid and easy setup and management of outbound campaigns by non-technical business users.
“EmployBridge has been an early adopter of Proactive Notifications; a game-changer for our organization, processing tens of thousands of customer interactions per day and significantly improving our connect and success rates,” said Dale Sturgill, vice president of call center operations, EmployBridge. “Talkdesk is introducing new products to the market so quickly, our contact center is always on the cutting edge of ‘Best in Class’ customer service capabilities. Talkdesk has enhanced our future operational roadmap and is a true partner, enabling us to deliver the highest level of customer service.”
Talkdesk 20-in-20 product four is Business Transformation Services, an easy and seamless transition from on-premises platforms to modern cloud solutions. Business Transformation Services introduces a new and innovative operating model that merges Talkdesk’s industry-leading people, process, technology and expertise within a customer success outcome methodology under the leadership of Chief Customer Officer, Chad Gaydos. Talkdesk Business Transformation Services focuses on the successful management of customer experience (CX) services with a concentration on delivering efficient, easy and effective cloud implementation with a unique, white-glove approach.
“Talkdesk’s process, methodology and implementation make the transition from on-premises to cloud easy and smooth,” said Sebastian Anthony Corriere KMP, chief contact center and CX strategist, VesuvITas. “As both a Talkdesk sales partner as well as a Talkdesk certified implementation engineering partner, we work with many companies that want to move off of their legacy, on-premises system and onto a cloud platform, but are hesitant due to the complications that have challenged other vendors. With Talkdesk’s Business Transformation Services, we can confidently recommend Talkdesk knowing that our clients will be implemented correctly and efficiently.”
Product five of Talkdesk 20-in-20 is Talkdesk Guide, an intelligent knowledge base that transforms the way businesses organize and provide information to their agents and customers. Powered by artificial intelligence (AI) from Talkdesk iQ, Guide seamlessly integrates information from disparate systems into one cohesive customer experience (CX) solution. Through the power of AI and flexibility of the cloud, Guide anticipates and interprets customer needs through trend analysis, natural language processing (NLP) and the digestion of multiple databases to dynamically personalize the self-service experience for each customer.
Significant enhancements to Talkdesk Explore and Talkdesk Studio are products six and seven of Talkdesk 20-in-20 and unleash the power of customization to deliver a differentiated customer experience. Powerful enhancements to Talkdesk Explore and Talkdesk Studio enable enterprises to reduce their dependency on information technology (IT) resources and create complex customizations through simple configuration on an easy-to-use and intuitive user interface.
“Talkdesk allows our workforce the ability to easily work from anywhere, which allowed us to quickly decide to protect our employees’ health and immediately transition from our offices to a remote workforce,” said Michael Coster, supervisor, CRM and data analytics, Xenial. “The Studio flow design allows us to easily forward inbound traffic to an answering service and an automated answer bot to assist us with volume due to the impacts of the pandemic, as we support the quick service restaurant industry which is still running during these hard times.”
Product eight of Talkdesk 20-in-20 is Talkdesk Now, a key component of the Talkdesk Business Continuity™ program; three solutions designed to enable new and changing business needs as a result of COVID-19. Talkdesk Now offers enterprises the industry’s fastest route to agents working from home, with the adaptability and flexibility of easy-to-use cloud contact center solutions, in as little as 24 hours. Talkdesk Boost moves contact centers to the cloud within 15 days and Talkdesk Mobile Agent converts any mobile device into a complete customer support tool.
“When our offices in New York, Portland and internationally began to feel the effects of the COVID-19 pandemic, Talkdesk seamlessly allowed our teams to transition to remote work from wherever they felt was safest,” said Meredith Lustberg, senior project manager, customer experience, SeatGeek. “Talkdesk enabled us to maintain contact with all of our clients and customers without dealing with any tricky-to-forward landlines. The versatility of the tool allowed us to quickly update our messaging, when needed, to keep customers informed about COVID-19 related service impacts.”
Talkdesk Flexible Deployment™, Talkdesk Guardian™ and Talkdesk Proxy™ are products 9-12 of Talkdesk 20-in-20. Talkdesk Flexible Deployment offers companies an easy path to cost reduction, adaptability and business continuity; especially crucial in crisis scenarios with a swift and seamless transition to Talkdesk cloud contact center solutions. Paired with Talkdesk Guardian, organizations can be confident in the security of valuable customer data throughout the transition to cloud, and beyond. Talkdesk Proxy offers enterprises always-on customer service with reliable and secure redundancy failover on every level.
“Talkdesk innovates faster, and delivers more value to our customers, than any other contact center solution provider,” said Charanya Kannan, chief product officer, Talkdesk. “The commitment to innovation is a constant at Talkdesk and embodies our desire to be one step ahead and make possible the seemingly impossible. It is in our corporate DNA, sets us apart and puts Talkdesk at the forefront of the contact center solutions industry.”
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Talkdesk® is the cloud contact center for the customer-obsessed. Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and Peloton, rely on Talkdesk to make customer experience their competitive advantage. Learn more and request a demo at www.talkdesk.com.
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