In light of recent world events, Talkdesk shifted its normally in-person event ‘Opentalk’ to a free, digital conference which began on May 6, 2020. Event attendees can access on-demand content throughout May, and this year’s theme was customer experience and business continuity. The cloud contact provider also made a splash, releasing two new products.
Launching numbers 15 and 16 in a series of 20 offerings set for debut in 2020, the cloud telephony provider announced Talkdesk CX Cloud, a customer experience platform fueled by artificial intelligence. It extends deep Salesforce integrations along with plenty more, I was told by a spokesperson for the event.
“Talkdesk CX Cloud offers companies more than 60 out-of-the-box integrations with CRMs and other popular business applications, including Zendesk, ServiceNow, Slack, and Microsoft Teams”
“It even extends single-click access to over 50 contact center productivity apps with a 30-day trial to the Talkdesk AppConnect Marketplace”
Talkdesk also launched ‘Connections,’ which extends the use of custom integrations, apps, core industry systems, and on-premises data within minutes, I’m told. Talkdesk even announced the winners of its inaugural CX Innovator Awards, accolades that recognize those pushing the envelope in CX, and ‘Companies putting the customer first while pushing the boundaries of the customer experience industry.’ This year’s winners are:
- CX Business Impact Award: Bottomline Technologies improved average speed to answer a call at 24 seconds along with customer delight scores up to 95 percent and raised net promoter scores (NPS) up to 68 percent
- CX Innovator Award: EmployBridge brought a 20 percent reduction in human-assisted contacts while supporting a service level of at least 90 percent. The company also saw a 24-second reduction in the average speed of answer (ASA) through AI
- CX Integrator Award: Payability created a 15 percent increase of inbound interactions and grew customer satisfaction scores from an 85 percent average to 92 percent over six months
- CX Rookie of the Year: Sysco brought a ten percent decrease in average handle times and increased customer satisfaction rating scores to a 4.6 out of 5
- CX Business Continuity Award: Sysco
“On March 12, 2020, Sysco implemented a mandatory work from home order due to the novel Coronavirus pandemic, effective March 13, 2020. Talkdesk cloud contact center solutions enabled Sysco to successfully transition more than 350 agents to work remotely within 24 hours”
Opentalk 2020 Virtual featured keynotes from Talkdesk executives and customer experience experts along with on-demand sessions by customers, partners, and industry leaders. Former Walt Disney World CX Leader, Dennis Snow, headlined Opentalk 2020, giving some insight into how he and his team created memorable customer experiences as well as how to implement CX best practices organization-wide. Snow’s best known for helping organizations deliver exceptional customer experiences, having launched the division of Disney in charge of consulting with ExxonMobil, AT&T, and Coca Cola.
COVID-19’s forcing many other UC industry events to go digital, and we’ve compiled a comprehensive list of those events for you. Opentalk 2020 Virtual will likely happen into next year as well, as we consider all the benefits such as safety and saving money on hosting expensive in-person events, and as ongoing concerns about the novel Coronavirus continue to mount.
Just as many others in the UC&C industry are stepping up, Talkdesk recently gave away its contact center software to ensure businesses stay connected during the pandemic. If you signed up before the May 1, 2020, deadline, you’re likely enjoying free access to solutions designed to enable remote work, free for three months.
Its Talkdesk Boost™ offering, can migrate contact centers to the cloud within 15 days, and Talkdesk Mobile Agent™ converts any mobile device into a complete customer support tool. You can still register for free attendance to Opentalk 2020 Virtual on the event page and access on-demand content from the digital event all of May.
