On October 21, 2020, Talkdesk demoed On the Go, the latest addition to its cloud-based contact center solution CX Cloud. On the Go layers on top of CX Cloud, enhancing remote work and device agnostic use for agents. Indeed, On the Go enables agents to switch seamlessly between their desktop, mobile, tablet, and smart watch – not only for inbound and outbound calling, but also for CRM information and taking advantage of voice-activated virtual assistants (such as Siri). Agents can thus be working and travelling remotely while using their devices’ virtual assistants for convenience in making and receiving calls.
Key capabilities of On the Go include:
The rationale of Taskdesk’s On the Go is appealing. Interoperability across devices with multiple ways to access information certainly moves in the right direction for optimizing remote agents’ workload and thereby the customer experience they can provide. Indeed, given SoftwareReviews’ data shows that CX Cloud was the lowest rated CCaaS software, On the Go could provide a boost.
Source: SoftwareReviews Talkdesk CX Cloud Scorecard. Accessed: October 26, 2020.
However, this boost is qualified with the notion that On the Go’s success may be tied to the limitations of voice-activated virtual assistants. In non-professional settings, Apple users do not necessarily trust Siri 100% to make calls – any mishearing can lead to embarrassing situations. There are legions of online forums that speak to this worry.
Implementing voice-activated voice assistant capabilities for On the Go risks transposing that anxiety into a professional setting. This is especially when the agent has a large contact book – confusion with similar sounding names or accidentally calling the wrong number does not lend itself to good customer service. Such a capability may end up becoming moot, with agents choosing to manually call a number to avoid any risk of this happening.
Consequently, despite the initial appeal and flexibility to On the Go, its success may be tied up with how effective virtual assistants are.
Source: SoftwareReviews CCaaS Data Quadrant. Accessed: October 26, 2020.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.
On October 23, 2020, Verizon briefed its Contact Center Hub for SMBs. Launched October 1, Contact Center Hub is a hosted cloud service aimed at providing an easy-to-use multi-channel contact center solution for small- and mid-sized organizations. For SMBs that do not have a large customer base and only require the basics, consider shortlisting Verizon’s Contact Center Hub – especially if Verizon’s solutions are already being used in the organization.