Intelligent CIO Europe Issue 10 - Page 15

NEWS Glintt selects Talkdesk to improve customer service and efficiency T alkdesk, the enterprise contact centre platform, has announced Glintt, a leader in healthcare IT services, chose Talkdesk Enterprise Contact Center Platform to support its customer service operations. Global Intelligent Technologies (Glintt), a leading multinational technology company specialising in healthcare IT and consulting, will leverage the ease-of-use and cloud flexibility of the Talkdesk platform to reduce average wait and handle times and improve the customer experience for its users. Glintt’s customer service team consists of more than 120 agents in Portugal handling nearly 1,000 customer interactions per day and supporting over 2,500 pharmacies and 200 healthcare facilities throughout Europe. Its previous contact centre system was unreliable, leading to system challenges which reduced the level of service Glintt could offer its customers and threatened its long-term success. “The efficiency of healthcare processes has a significant impact on people’s lives and we are constantly developing solutions to improve Glintt systems of operations,” said João Paulo Cabecinha, Glintt Executive Board Member. “We are always looking for the best technology partners and are excited by the improved customer experience Talkdesk can help us offer.” “Cloud contact centre solutions from Talkdesk will enable Glintt to provide the level of service its customers deserve and allows them to consistently raise the bar through agent monitoring, robust reporting and effective quality assurance,” said Marco Costa, Talkdesk General Manager. “We appreciate the faith Glintt has shown in us and look forward to a long and productive partnership with such an innovative and impactful organisation.” ///////////////// Talkdesk named ‘Strong Performer’ by leading independent research firm array of integrations and the unique and innovative capabilities of AppConnect, which provides single click access and installation of partner applications such as speech analytics. Also noted was the company’s support of a broad library of CRM integrations; “[Talkdesk] has doubled down on its integration with Salesforce to provide single sign on/user management, integrated reporting and support for all Salesforce supported digital channels.” P ortuguese-based Talkdesk, the enterprise contact centre platform, has announced that Forrester Research ranked Talkdesk as a ‘Strong Performer’ in The Forrester Wave: Cloud Contact Centers, Q3 2018. providers, Forrester performed a 32-criteria evaluation to identify the most significant providers to research, analyse and evaluate. Vendors were scored on current offering, strategy and market presence. The Forrester Wave is a data-driven evaluation of software, hardware and services markets, used to inform buying decisions. For this report, the first Forrester Wave focused on cloud contact centre Talkdesk was noted for ‘Product Architecture’ and received the highest possible score in the ‘Breadth of CRM Vendor Integrations’ and ‘Partner Ecosystem’ criteria. In the report, Talkdesk was cited for its broad “Being named a Strong Performer in The Forrester Wave is a significant accomplishment for us, especially considering the head start that legacy vendors have had in the contact centre marketplace over the past several decades,” said Tiago Paiva, CEO of Talkdesk. “We see this report as further validation of our innovative, cloud-native approach and a positive representation of our customers’ overall enthusiasm for Talkdesk Enterprise Contact Center Platform.” INTELLIGENTCIO 15