Windstream Enterprise announced the addition of Talkdesk Express to its Contact Center as a Solution (CCaaS) portfolio. Purpose-built for small and medium-sized businesses (SMBs), the new omnichannel solution, powered by Talkdesk, delivers affordable enterprise-grade contact center technology to help these businesses fuel revenue growth and increase customer satisfaction.
Talkdesk Express is an intuitive platform that aggregates and automates all inbound and outbound customer communications—including voice calls, chat, text, email and social media—to enable real-time interactions and simplified operations. Each communication touchpoint is consolidated in a robust, cloud-based portal featuring advanced analytics and easy-to-use dashboards that provide agents with visibility into every customer engagement across every channel.
“Small businesses thrive when they can offer seamless and outstanding customer experiences, and that’s where contact center technology can make a meaningful impact,” said Mike Flannery, president of Windstream Enterprise. “What’s unique about Talkdesk Express is that it’s incredibly easy to activate. Businesses can be up and running in minutes—without the need for extra staff, new equipment or complicated setup—leaving nothing standing in the way of delivering the kind of experience that builds loyalty and fuels growth.”
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Talkdesk Express requires minimal technical expertise to implement and use. Pre-installed applications streamline agent onboarding and allow SMBs to be operational almost immediately, while scalable features adapt to business growth and seasonal demand fluctuation. Key capabilities include:
- Omnichannel User Interface – Provides agents with an all-in-one view of every customer interaction, ensuring a smooth, personalized experience while boosting optimization and efficiency.
- Interactive Voice Response (IVR) – Incorporates this automated telephone technology to enable callers to receive or provide information, or make requests using voice or menu inputs, to reduce the burden on small teams by collecting customer data and completing repetitive tasks.
- Sophisticated Analytics Suite – Delivers real-time and historical reporting with customizable dashboards, allowing businesses to make data-driven decisions that help optimize operations, identify areas for improvement and increase customer satisfaction by addressing issues proactively.
- Comprehensive Data Integration – Connects seamlessly with more than 70 leading business applications like Zendesk, Zoho CRM, Slack, Shopify, Teams, HubSpot and more—gathering useful customer information before connecting them with a live person from the business.
- Advanced Security and Compliance – Utilizes call quality monitoring and behavior analytics to identify potential security concerns through Talkdesk Guardian™, an AI-driven compliance solution that helps mitigate the risks associated with hybrid or remotely distributed workforces.
- Hands-on and Self-Service Training – Offers access to Talkdesk Academy and Knowledge Base for answers to everything users need to know about using the platform, amplified by Windstream‘s dedicated team of sales, engineering and customer success experts.
“To support the increasing need for omnichannel customer and prospect communications, SMBs need enterprise-caliber contact center capabilities that scale with them as they grow,” said Austin Herrington, vice president of Product Management. “Our partnership with Talkdesk elevates external communications across all touchpoints so these businesses have the tools they need to maximize agent efficiency, provide high-quality service and drive business growth. We’re excited to bring enterprise-grade technology to the SMB community, empowering small businesses to perform like big business.”
SOURCE: BusinessWire