Talkdesk enables remote working environments for front-line customer service staff, now more crucial than ever to succeed in a rapidly changing world
SAN FRANCISCO – March 24, 2020 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced new offers to enable a swift, seamless and secure transition to Talkdesk cloud contact center solutions. The Talkdesk Business Continuity™ program consists of three solutions designed to enable new and changing business needs as a result of the coronavirus (COVID-19) outbreak. 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, which moves contact centers to the cloud within 15 days, and Talkdesk Mobile Agent which converts any mobile device into a complete customer support tool, are free for three months when companies sign up before May 1, 2020.
“Traditional contact centers have a higher potential to be hit hard by the spread of a health crisis, such as the coronavirus outbreak, or other natural disasters. 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. “The Talkdesk Business Continuity program helps companies move to the cloud quickly and aid critical business continuity remotely, providing staff safety and boosting customer confidence.”
Given the rapidly-changing economic climate and business environment brought on by the coronavirus (COVID-19) outbreak, customer needs and contact center volumes are shifting quickly and drastically. An estimated 80% of contact center seats are tethered to aging, obsolete and inflexible on-premises platforms. With traditional on-premises contact centers, software and hardware are fixed on-site in a physical location and agents must be present in central locations to access the tools they need to support customers. The inflexible and unscalable architecture of on-premises contact centers leaves businesses vulnerable in times of crisis when agents need the ability to work remotely and customer inquiries are high.
“Due to the coronavirus outbreak, Doctolib has shifted all employees into remote work environments using Talkdesk,” said Frédéric Nguyen, vice president of information technology, Doctolib. “We had to act quickly since our agents assist doctors to implement telehealth consultations, and Talkdesk allowed us to make that change fast.”
Agility in business, specifically customer service, is more important than ever. For brands to successfully navigate the COVID-19 crisis, contact centers must be equipped with tools & technology that enable agents to work remotely in order to maintain customer service business continuity. The Talkdesk Business Continuity program allows companies to quickly move their rigid on-premises contact centers to the cloud in as little as 24 hours — ensuring the safety of their agents and reassuring customers.
“Because of Talkdesk we were able to make a smooth transition to working from home and we were able to do so with little to no disruption to our customers,” said Jeff Meyer, customer relations supervisor for industrial aftermarket, NTN Bearing Corporation of America. “I’m glad we made the switch when we did otherwise who knows where we’d be.”
Talkdesk Now™ ensures business continuity by providing contact centers the tools to quickly and easily shift agents to a 100% remote workforce. With Talkdesk Now, businesses can deploy a cloud contact center solution in as little as 24 hours. With an intuitive user interface, agents can serve customers immediately and become certified experts through Talkdesk Academy in just 2 hours.
Talkdesk Mobile Agent™ offers contact centers an alternative to the typical work-from-home hardware, including laptops and headsets, which present a financial and logistical challenge during a crisis. Talkdesk Mobile Agent converts any mobile device into a fully-functional, customer service & support instrument, enabling agents to engage with customers at any time, from anywhere. Easy-to-use and fully integrated with the Talkdesk platform, Mobile Agent is available free with every Talkdesk license for three months.
Talkdesk Boost™ enables enterprises to transition a contact center to the Talkdesk cloud within 15 days by augmenting existing on-premises systems with modern, intelligent cloud contact center applications. With Talkdesk Boost, companies may retain on-premises components while quickly shifting agents to work from home. Talkdesk Boost provides companies the best of both worlds; the wealth of benefits that come with digital transformation – efficiency, agility, cost savings, ongoing innovation and better customer experience – in a risk-free cloud deployment that extends their legacy ACD investments.
According to Blair Pleasant, President & Principal Analyst of COMMfusion, “The COVID-19 epidemic has proved the value of cloud-based contact center solutions that are quick to deploy, scalable, and reliable in order to help organizations quickly respond to rising customer need for information and assistance. Many organizations are finding that they need to deploy or expand existing contact center operations while enabling agents to work from home, and only cloud-based services are up to the task. By providing a suite of business continuity solutions, Talkdesk is helping organizations continue to serve their customers while helping to ensure employee safety.”
The ability to adapt to changing market environments is the cornerstone of Talkdesk cloud contact center solutions. Talkdesk customers regularly leverage cloud agility to meet call volume fluctuations of seasonal customer service, adding agents as needed including remote representatives. The Talkdesk Business Continuity program enables companies to accelerate support for a remote, work-from-home contact center staff in response to the COVID-19 outbreak. In emergency scenarios such as a natural disaster or virus outbreak, companies need a business continuity plan to accommodate staff while maintaining a high level of customer support. Talkdesk Business Continuity expedites the transition process from on-premises to cloud contact center solutions.
“Thanks to Talkdesk we were the only call center that was up and running in Puerto Rico during Hurricane Maria and a 6.6 earthquake,” said Frances Gonzalez, chief executive officer, Millennia Solutions. “We are so grateful for the Talkdesk technology and team to help us now through the coronavirus pandemic.”
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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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