SAN FRANCISCO–(BUSINESS WIRE)–Talkdesk®, Inc., the cloud contact middle for revolutionary enterprises, in the present day introduced the winners of Talkdesk CX Innovator Awards. As a part of Opentalk 2020 Digital, the inaugural CX Innovator Awards honor corporations placing the shopper first whereas pushing the boundaries of the shopper expertise business. Recipients will likely be acknowledged in 5 classes: CX Enterprise Impression, CX Innovator, CX Integrator, CX Rookie of the Yr and CX Enterprise Continuity.
“Talkdesk is thrilled to announce the winners of our first CX Innovator Awards in the present day throughout Opentalk 2020 Digital,” stated Kathie Johnson, chief advertising officer, Talkdesk. “The CX Innovator Awards is a good alternative to spotlight corporations which are addressing troublesome issues with new and inventive options.”
CX Enterprise Impression Award – Winner: Bottomline Applied sciences
Celebrating corporations who’ve optimized their contact middle(s) and had a optimistic influence on their enterprise. Candidates should reveal a transparent understanding of their buyer expertise (CX) imaginative and prescient, articulate marked enhancements and supply proof of development because of enhancements.
Bottomline Technologies is a number one supplier of monetary know-how that makes complicated enterprise funds easy, sensible and safe. The corporate took a tough have a look at its buyer help infrastructure with a concentrate on its major goal; to offer a “world-class” and “pleasant” expertise with every buyer interplay. Bottomline Applied sciences’ earlier, on-premises system was a restricted and localized resolution with no self-service choices. After transferring to a unified, cloud contact middle resolution from Talkdesk, Bottomline noticed important enhancements in effectivity and buyer satisfaction.
- Improved common pace to reply a name at 24 seconds
- Elevated Buyer Delight rating to 95% and Internet Promoter Rating (NPS) to 68
“By partnering with Talkdesk, we applied a brand new world telephony system, built-in with Salesforce and now have entry to enterprise intelligence we by no means had earlier than,” stated Kim Hannemann, chief buyer officer, Bottomline Applied sciences. “We now have knowledge on who is looking, about which product and why, all earlier than answering the decision. With our previous system, we must await the tip of the week or month to see our efficiency in opposition to our SLAs. Now, we’ve real-time visibility into our efficiency with dynamic dashboards and stories, permitting us to make quick adjustments and be extra conscious of our prospects.”
CX Innovator Award – Winner: EmployBridge
Celebrating corporations who’ve uniquely leveraged Talkdesk know-how, both standalone or together with Talkdesk AppConnect companions and/or different know-how, in revolutionary methods to resolve buyer expertise and phone middle challenges and ship best-in-class buyer expertise.
EmployBridge leveraged synthetic intelligence (AI) from Talkdesk Agent Help which makes use of AI-driven knowledge to assist phase high-value interactions, route them to the very best out there agent and current useful info in real-time.
- 20% discount in human-assisted contacts whereas supporting a service degree of no less than 90%.
- 24-second discount in common pace of reply (ASA) via AI-assisted interactions
“By choosing Talkdesk, we’ve realized important price financial savings whereas concurrently delivering a much-needed injection of innovation. We totally anticipate the ROI from selecting Talkdesk to proceed and improve as they introduce new capabilities to our contact middle, at no further price,” stated Dale Sturgill, vice chairman of contact middle operations, EmployBridge. “Talkdesk is laser-focused on bringing higher effectivity, productiveness and innovation throughout the board to contact facilities, and we’re excited to work with them on this journey.”
CX Integrator Award – Winner: Payability
Celebrating corporations who’ve efficiently built-in Talkdesk with a know-how companion’s resolution and utilized the combination(s) to ship distinctive buyer expertise.
Payability built-in Talkdesk with Zendesk for e mail help. This integration permits Payability to make the most of Talkdesk’s superior cellphone system and mix it with Zendesk’s communication instrument.
- 15% improve of inbound interactions
- CSAT improve from 85% common to 92% over a 6-month interval
“With the Talkdesk-Zendesk integration, we had been capable of enhance the shopper expertise by assembly the shopper the place they’re, offering help via their most popular channel. Additional, this integration has allowed as much as measure CSAT on cellphone calls utilizing StellaConnect,” stated Mareike Turner, director of shopper providers, Payability. “Offering help via the shopper’s most popular channel, whereas giving my staff the instruments to be environment friendly and amassing real-time buyer suggestions, elevated the groups’ efficiency and job satisfaction, since they get quick recognition for doing nice work. Talkdesk + Zendesk + StellaConnect is an inexpensive resolution for a start-up stage firm with a restricted funds that I might suggest to different corporations within the house.”
CX Rookie of the Yr – Winner: Sysco
Celebrating corporations who’ve efficiently applied Talkdesk and exemplify CX excellence by attaining a speedy deployment and experiencing a fast return on funding. This award is obtainable to prospects who applied Talkdesk after January 1, 2019.
Sysco started its engagement with Talkdesk on February 1, 2019, with a objective to have one contact facilities on-line by April 28, 2019. The transition was efficiently accomplished one week forward of schedule with none enterprise interruptions. With the data and expertise from this challenge, Sysco is nearing its completion of changing all customer support operations to Talkdesk.
- 10% lower in common deal with time
- CSAT ranking of 4.6 out of 5
- Decreased know-how expense by transferring to a cloud-based platform
- 400+ brokers working remotely on Talkdesk
“Talkdesk cloud know-how permits us to be agile and reply to adjustments that influence our prospects. Stability and consistency drive buyer satisfaction and now that we’ve a steady platform, and our brokers can present a constant expertise, we’re seeing CSAT enhance,” stated Ed Poorbaugh, director, telephony functions help, Sysco. “We’ve seen the best influence on buyer expertise in the course of the sudden. In current months, a twister destroyed one among our warehouses. Inside minutes we provisioned a brand new phone quantity, created an IVR utilizing text-to-speech and assigned brokers to ring teams in Talkdesk to help inbound calls from this location. Through the coronavirus pandemic, we proceed to help our prospects with brokers working from dwelling on Talkdesk with out a single service failure. Moreover, we created a brand new name middle in lower than 4 days to offer help to prospects who’re making use of for federal help packages.”
CX Enterprise Continuity Award – Winner: Sysco
Celebrating corporations who’ve efficiently demonstrated the power to maintain enterprise transferring ahead even in occasions of uncertainty. Examples of this award embody transitioning your contact middle workforce from a “brick and mortar” contact middle to a distant workforce, equipping brokers with best-in-class instruments to work from anyplace and anytime with merchandise together with Talkdesk Mobile Agent™.
On March 12, 2020, Sysco applied a compulsory earn a living from home order because of the coronavirus pandemic, efficient March 13th. Talkdesk cloud contact middle options enabled Sysco to efficiently transition greater than 350 brokers to work remotely inside 24 hours.
“Though I take into consideration enterprise continuity quite a bit, due to Talkdesk I by no means have to fret about it,” stated Mike Goligorsky, senior director, know-how transformation, Sysco. “Our contact facilities are the first interface with our prospects and by correctly equipping and educating our brokers, we are able to present constantly nice customer support throughout occasions when our prospects want us probably the most.”
Opentalk 2020 Virtual on Might 6, 2020, features a full day of thought-provoking enterprise continuity content material and periods full of info to maintain companies agile and adaptable to the wants of staff and prospects in any scenario. Opentalk 2020 Digital options keynotes from Talkdesk executives and buyer expertise (CX) visionaries together with on-demand periods that includes Talkdesk specialists, prospects, companions and business leaders sharing private tales and insights for companies to keep up ahead momentum.
Tweet this: Talkdesk pronounces @bottomlinetech, @EmployBridge, @getpayability and @Sysco as CX Innovator Awards winners at #Opentalk2020 Digital. CX Award Winners acknowledge corporations utilizing @Talkdesk know-how to push the boundaries of buyer expertise https://bit.ly/3b90s7w
Talkdesk® is the cloud contact middle for the customer-obsessed. Combining enterprise efficiency with shopper simplicity, Talkdesk simply adapts to the evolving wants of help and gross sales groups and their end-customers, leading to larger buyer satisfaction, productiveness and price financial savings. Over 1,800 revolutionary corporations world wide, together with IBM, Acxiom, 2U, Trivago and Peloton, depend on Talkdesk to make buyer expertise their aggressive benefit. Be taught extra and request a demo at www.talkdesk.com.
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