Zappix, the leading On-Demand Visual Self-Service provider, announced an expanded partnership with Talkdesk to offer integrated Self-Service Solutions for Talkdesk customers.
The partnership combines the Talkdesk cloud-based contact center platform with scalable Zappix visual self-service solutions to resolve customer inquiries, improve customer satisfaction, reduce costs, and grow revenues.
Robert Gavin, vice president of alliances, Talkdesk, said:
“The demands placed on today’s contact centers require more innovative, flexible, and customer-centric solutions that provide a tailored experience and allow customers to interact with brands through their channel of choice.”
“Zappix is helping to answer the call of a digital-first world. Now it’s easier than ever to integrate mobile-oriented, self-service solutions like Zappix Visual IVR into Talkdesk contact centers to give businesses a better way to drive great customer and agent experiences.”
Leveraging the combined expertise of Talkdesk and Zappix, businesses can gain:
- Efficient customer self-service capabilities which help reduce the number of repetitive, routine calls reaching live agents
- Improved customer experience (CX) through easy-to-use, visually appealing self-service tools that enable faster resolutions
- Reduced average handle time and in-queue waiting time, which leads to greater customer satisfaction and allows agents to focus on more complex calls
- Enhanced agent interactions utilizing intelligent Zappix automation and on-demand self-service smart forms
- Quick launch and implementation, thanks to pre-integrated CRM and self-service tools
Yossi Abraham, president, Zappix, commented:
“We’re excited to expand our partnership with Talkdesk, a company just as committed as we are to delivering innovative digital solutions to modern customers.”
“Talkdesk understands the critical role self-service and automation play in today’s customer experience landscape, and delivers a cutting edge platform that enhances Zappix implementations.”
Zappix Visual IVR will still be available for all Talkdesk customers via the Talkdesk AppConnect Marketplace.
Callers who try to connect with and an IVR equipped with the Visual IVR solution will be provided with an option to use self-service. After choosing self-service, the caller receives a text message with a link to the Visual IVR. The customer then resolves the reason they called using their mobile phone, via visual menus.
