Innovative digital healthcare organization moves to Talkdesk CX Cloud for data visibility, flexibility and ability to remotely support patients and healthcare workers
SAN FRANCISCO – July 28, 2020 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced MEDFAR Clinical Solutions selected Talkdesk CX Cloud™, an end-to-end contact center solution on a single platform. Talkdesk cloud solutions enable MEDFAR customer service operations to support more than 13,000 healthcare workers remotely with rapid, 24/7 response. Its customer service team leverages MYLE, MEDFAR’s vital Care Management Solution with the most comprehensive package of fully-integrated virtual care functionalities. The company chose Talkdesk for its strong reputation for reliability, robust analytics capabilities and cloud flexibility to support remote agents.
“The agility of Talkdesk’s cloud contact center allows MEDFAR to remain ahead of our customers’ needs through a rapid pace of product innovation, data-driven decisions and seamless integrations with best-in-class tools,” said Elias Farah, chief executive officer, MEDFAR. “Talkdesk cloud scalability will enable us to pursue our aggressive growth and expansion strategy without straining our customer service operations or jeopardizing the customer experience we are providing.”
MEDFAR is the fastest growing EMR provider in Canada and looks toward global expansion over the next 18 months. A flexible and responsive contact center solution was a key requirement to support MEDFAR’s business growth and enable agents to work from home in response to the COVID-19 pandemic. Talkdesk’s enterprise-ready, next-generation cloud architecture maximizes flexibility, allowing MEDFAR to stay agile and easily self-manage its contact center with clicks, not code. Powered by Talkdesk iQ™, artificial intelligence (AI) increases operational efficiency for MEDFAR with intelligent routing, reporting, analytics, context and mobile solutions to improve customer outcomes and maintain visibility across its entire business.
“Now more than ever, Talkdesk clients are seeing the benefits of working with a truly cloud-native contact center solution, whether to support growth or a flexible working environment for agents to work from home,” said Tiago Paiva, chief executive officer, Talkdesk. “Talkdesk CX Cloud gives MEDFAR business continuity peace of mind with remote agent support while optimizing its customer service operations with in-depth analysis of crucial business intelligence.”
MEDFAR’s previous contact center system offered limited visibility into call statistics, reporting or the ability to analyze its operational efficiency. With real-time reporting through Talkdesk Analytics & Insights, powered by artificial intelligence from Talkdesk iQ, MEDFAR now has the crucial business intelligence they need to react instantly to call volume changes, identify areas of improvement and look ahead to set proper service levels with advanced forecasting. With comprehensive reporting and customizable API-based dashboards, MEDFAR can monitor and optimize its team’s performance and positively impact customer satisfaction.
Talkdesk recently announced $143 million in Series C funding, increasing the company’s valuation to more than $3 billion. This new round of funding reflects both investor confidence in Talkdesk’s business and the strategic role that superior customer experience plays among top global brands.
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Founded in 2010 by two aeronautical engineers, MEDFAR Clinical Solutions was the first to certify a fully web-based EMR solution in Canada. With the support of experts from its medical and clinical advisory board, the MEDFAR team evolved its solution, MYLE (for Make Your Life Easy), from a simple EMR to a powerful end-to-end Clinical Management Solution that streamlines each and every clinical process, freeing caregivers from the burden of administrative tasks and helping them achieve more. MEDFAR grew to become the preeminent EMR solution provider in Quebec and a leader in the field in international markets. MEDFAR is relentlessly committed to its mission of driving excellence and efficiency in healthcare across the world. For more information, see www.medfarsolutions.com.
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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