Deutsche Telekom Global Business and Talkdesk Join Forces to Boost Contact Center as a Service in Spain
12.01.2022 by News Team
News
Deutsche Telekom Global Business, the communications and connectivity service subsidiary of the Deutsche Telekom Group, has announced an alliance with Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, to integrate Talkdesk contact center solutions into the company's portfolio.
According to Gartner, in less than two years the adoption of Contact Center as a Service will be widespread. In fact, according to a study by MarketsandMarkets, the contact center software market will grow by more than 20% every year until 2026, when it will be worth around $75.5 billion, compared to just over $24 million in 2020.
This alliance with Talkdesk strengthens Deutsche Telekom Global Business' offering in solutions for the Contact Center Cloud sector, while consolidating the company as a strategic partner for the development of communications infrastructures for businesses.
"With this alliance we add to our experience and knowledge in the development of Contact Center projects, a flexible tool capable of integrating seamlessly with the main CRMs on the market. This combination will allow us to offer our customers innovative solutions that improve the efficiency of their teams, the satisfaction of their customers, the experience of their employees and also boost their revenues," said Javier del Río, Expert Sales, Deutsche Telekom Global Business Iberia.
The services that Deutsche Telekom Global Business now offers in its portfolio are 100% cloud-based and allow for quick and easy implementation and migration projects, helping customers to improve their costs by applying a pay-per-use (OPEX) model and without the need to invest in infrastructure. All this is supported by a flexible, scalable and secure solution, which also integrates artificial intelligence to offer a more efficient and personalized service to customers, increasing their satisfaction with the service received.
The solutions in Deutsche Telekom's portfolio range from omni-channel agents for handling telephone calls, chats, emails or social networks to workforce management solutions for managing work teams or quality monitoring solutions that allow the quality of the service offered to be monitored. In addition, the tool is complemented by speech analytics capabilities for transcribing and analyzing voice conversations, including sentiment analysis.
"Customer experience is eclipsing companies' products and services to become the key driver in building brand trust and loyalty," said Stew Hale, regional vice president, resellers and channel, Talkdesk. "Companies are increasingly aware of this and are using their contact centers as strategic resources to provide better customer experiences. Deutsche Telekom Global Business is committed to helping companies make this transformation and achieve greater customer engagement through a Talkdesk solution that best fits their needs and CX goals."
About Deutsche Telekom Global Business
Deutsche Telekom Global Business is the international subsidiary of Deutsche Telekom Group that offers telecom and connectivity services for business customers and the public sector. Deutsche Telekom is a leading operator in Europe with more than 178 million mobile services customers, 28 million landlines, 20 million broadband lines, and nearly 220,000 employees worldwide.
Deutsche Telekom Global Business was conceived as a strategic partner to companies in the development of telecomm solutions and infrastructures. The company is present in more than 25 markets around the world with roughly 3,000 employees globally. Its portfolio of solutions and services is highly focused on communications as the main driver of digitisation, placing strategic consulting at the center of its business model. These include secure network solutions with international reach, such as SD-WAN, LAN services, and end-to-end UCC for companies, in addition to global connectivity solutions, which lay the groundwork for the successful digitisation of any industry.
