Enterprise Connect 2018 was one of the perfect venues for gauging customer feedback on products and services. Talkdesk, one of the world’s fastest growing Cloud Contact Centre providers, have already acknowledged demand from organisations larger than their existing customer base, so have launched their Enterprise Contact Centre Platform.
With solutions originally targeted at the small to medium enterprise Talkdesk have now reacted to demand from enterprise-class customers announcing release of a cloud-native solution for contact centers with over 500 seats.
Whilst at Enterprise Connect last week we were able to catch-up with Folia Grace, Vice President for Marketing at Talkdesk, to find out more.
“Due to the demand from larger customers that are attracted to the fact that the software is inherently global, scalable and easy to use – we are moving upmarket.”
Talkdesk’s new enterprise-ready platform is built on the existing proposition maintaining its microservices architecture, advanced security certifications, foundation for attribute-based routing, visual flow designer, omni-channel agent state and new integrations for popular enterprise applications.
Named as a visionary brand in Gartner’s CCaaS magic quadrant 2017 they have also added new capabilities to the enterprise solution to address the market. They have enhanced the platform’s resilience with each solution utilising multiple servers in AWS in seven data centres worldwide.
“Our vision is to add ML (machine learning) to the solution by January next year utilising voice analytics with the huge volumes of data”
As well as the enhanced functionality added, Talkdesk have also attained various additional security and compliance certifications to bolster their credibility within the enterprise and general CCaaS markets. SOC 2 Type II certification and security support for GDPR, HIPAA and PCI-DSS are all included within the new solution.
The Talkdesk Enterprise Contact Centre Platform follows a series of deployments with large enterprise organisations like Acxiom, Keysight Technologies, Ixia Solutions Group, and Zumiez. To enable these new enterprise deployments Talkdesk have also announced several new enterprise partners including Afiniti and Clearview.
“Now were adding enterprise class vendors to our app store. These are a couple of partners we can talk about now but there are others in the pipeline”
The partner community will help to provide a full platform of enterprise class features and experiences for digital companies looking to unlock the full potential of cloud-based services.