You’ve heard the old adage that everyone in business is in customer service or customer experience. Yet, legacy contact center software has been designed for one primary
workflow — the customer service agent. This results in our approach to CX and customer expectations being out of alignment, meaning we need to focus more on contact center integration.
On this episode of The Bridgecast, I talk to Rei Kesai, Senior Vice President of Product at Talkdesk. We discuss Rei’s background, his journey in the CX space, and how Talkdesk has evolved into a full-blown CCaaS platform.
We also explore the convergence of communications, customer data management, analytics, and automation and how Talkdesk focuses on creating industry-specific workflows and applications. We chat about the challenges of integration, the importance of simplifying the customer experience and the changing expectations of customers.
Talkdesk® is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Their trusted, flexible, and innovative contact center platform leverages AI and automation to drive exceptional customer outcomes and improve the bottom line.
Topics covered in this episode:
● How Talkdesk has evolved from a telephony capability for CRM platforms to a full-blown CCaaS platform and an AI platform for customer experience.
● How Talkdesk focuses on creating industry-specific workflows and applications to enable customer experiences and solve high-value use cases.
● Why is simplifying integration with standard back-office systems of record a crucial focus for Talkdesk?
● How the expectations of customers and businesses have changed, with a demand for multimodal and connected communications.
● Why Talkdesk aims to provide a seamless and personalized customer experience by enabling choice and integrating different communication modalities.
● Why Talkdesk believes that everyone in the company, not just a specific department, should be involved in delivering great customer service.
● How AI is being used to drive workflows and integrate with business applications, enhancing customer experiences.
● Why Talkdesk has developed a platform incorporating advanced technologies like AI and NLP to automate and analyze customer interactions.
How Talkdesk’s product, Navigator, replaces the traditional IVR system and provides more personalized and efficient customer service
Other Talkdesk Episodes
The Intersection of Business Communication and Technology with Talkdesk’s Bill Welch
ABOUT REI KESAI
I am a strategic product and engineering executive and my specialty is building scalable businesses, teams, and products. I have had the fortunate opportunity of experiencing what it takes to build start-ups into market leaders multiple times and have operated at all stages of growth from early-stage start-ups to mature global tech companies.
My 25+ Years of experience includes:
• GenAI, CRM/CX, Enterprise App Platforms, Analytics, Mobile, IoT, Mar-tech, SFA, Customer Service, Field Service, and Contact Center
• Hiring, managing, and leading small VC-backed start-up teams to large global development organizations
• Defining strategy, delivering roadmap, and nurturing customer relationships to secure market leadership
• Managing hyper-growth as a company being acquired as well as being the acquirer
• Transforming cultures from sales and engineering-led companies to a product-led one
• Building and launching new disruptive products from ground up
• Leadership roles in strategy, product, and engineering and GTM roles in pre-sales and product marketing
CONTACT REI
LinkedIn. https://www.linkedin.com/in/reikasai/