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TalkdeskEnterprise Contact Center PlatformMatt HaanNational Channel Directormatt.haan@talkdesk.comDoug LittrellRegional Channel Managerdoug.littrell@talkdesk.comThe information contained in this document is property of Talkdesk and can only beused by the intended recipients. The reproduction or communication of information inthis document without Talkdesk approval is forbidden.TalkdeskTalkdeskProprietaryProprietary& Confidential& Confidential
CXCustomerExperienceAmazon’s share of ALL Retail sales in the US5%Amazon’s Share of the US E-commerce market49% 258 BILLION in RevenueTalkdesk Proprietary & Confidential2
CUSTOMER STORIESCASE STUDYChallengePrevious systemMissed 40% of calls per day to sheerLegacy solution which was too costly tovolume (about 200-300 calls per day) duemaintain and did not integrate withto workflow inefficiencies.CRM/Helpdesk.SolutionResults Tight integration with Salesforce to unify information from potentialbuyers and allow reps to have moreopportunities by 50% Increased average bikes sold Launched implementation in weeksinformed conversations based onbuyer’s specific persona journey. Decreased missed inboundwhile switching CRMs/HelpdesksExtract customer data from voiceanalytics using TalkIQ 5IndustryFitnessCustomer Since2016Use CaseSupport & SalesIntegrationSalesforce, Zendesk,Slack
rd3 Generation Contact Center Solution and Its Importancestnd1 Gen ContactCenter Solutions2 Gen ContactCenter Solutions On premises-based solutions Early cloud players Created before the Internet became powerful Based on platforms designed in the on premisesand dynamic Limited innovation based on siloed architecture Players include Avaya, Genesys, Aspect, Cisco Surviving on maintenance and extended servicecontracts Trying to adapt to cloud market trendrdera and adapted to multi-tenant cloud as “better way” Innovation for remote agents, better reporting andspeech analytics Hosted premise for the most part relying onantiquated connectivity – MPLS, SIP, etc. Players include Five9, inContact, InteractiveIntelligence Hampered scalability by silo cluster smart buildnetworks architecture housed in carrier grade hotels3 Gen ContactCenter Solutions Born and built to maximize on the power of thecurrent global networks More API driven world Using the microservices to allows for speed ofinnovation and intelligence resource allocation(voice and data) Created before the Internet became powerfuland dynamic Microservices create excellent app and userexperience True multi-tenant cloud architecture with a modernplatform approach True unified global offering with improved voicequality and reliability Players include Talkdesk, Twilio, Amazon Web ServicesTalkdesk Proprietary & Confidential4
Talkdesk, The Enterprise Contact Center Platform6 Data Centers 1,500 CustomersTop-Tier FundingBuilt directly on industryleading infrastructure such asTwilio and AmazonWe service customers acrossthe world in varying industries24/7 Support 100 MillionDedicated CustomerSuccess Manager and24/7/365 Support TeamConversations powered byTalkdeskYoungest company to be namedto be named “Visionary” in theMagic Quadrant50 Countries358% Growth99.99%Connect our Customers to theirCustomers in over 50 CountriesSince 2015 we’ve addedemployees across all teamsBacked by some of the best partners inthe world – Salesforce VenturesGartnerUptime protected by availableEnterprise Uptime SLATalkdesk Proprietary & Confidential5
Nine Global Data CentersIRELANDGERMANYUSA (Oregon)USA sk Proprietary & Confidential6
Visionary in 2017 GartnerCCaaS Magic QuadrantTalkdesk is the youngest company ever tobe recognized in the Gartner CCaaS MQ.“Talkdesk offers tight integration toSalesforce CRM, including single sign-on,single user management, automatedworkflows, integrated live and historicalreporting, omnichannel integration andintegrated SMS”Talkdesk Proprietary & Confidential7
1400 Innovative Enterprises Rely on TalkdeskTalkdesk Proprietary & Confidential8
Contact Center “Verticals”Popular Verticals eCommerce Retail InsuranceWhat channels are available for customers toreach you?Use Cases Customer Service/Support SalesTalkdesk Proprietary & Confidential9
Contact Center RolesTypical RolesNewer RolesHow much visibility do you have intoyour contact center?Contact CenterCustomer SupportITCOOCFOCX ManagerCX Strategist/AnalystCustomer EngagementWhat are your Customer Experience andSupport priorities?Talkdesk Proprietary & Confidential10
Why is Talkdesk Unique?PowerfullySimpleFast and easy tosetup, use andmanage.SeamlesslyConnected50 integrations andthe world’s firstEnterprise App StoreEndlesslyAdaptableMake changes withclicks not code.EnterpriseClassLeading global callquality, availability,security and scalability.Talkdesk Proprietary & Confidential11
Quick to Set Up2 - 4 WeeksDISCOVERYRequirementsCONFIGURATIONTalkdesk TIntegrationsQAUser AdoptionGo LiveCLIENTEXCELLENCEContinued DedicatedSupportTalkdesk Proprietary & Confidential12
Talkdesk AppConnect: Discover, Try & Buy Industry zationFree TrialsVoiceAnalyticsOne Click yToolsSimple BillingTalkdesk Proprietary & Confidential13
Talkdesk Contact CenterDemoTalkdesk Proprietary & Confidential14
Call to Action!Check your book for ideal customers Retail or E-Commerce Innovative companies with customer experience brand focus- thinkZappos, Amazon, Blue Apron, StitchFix Cloud-First organizations Customers who want to use off-shore labor for the Contact Center Customers unhappy with Five9, InContact, Serenova, Genesys, I3Talkdesk Sales Process Register opportunity Internal Talkdesk/CNSG call to discuss opportunity Schedule Technical Discovery call with customer to understand theirrequirements, call flows, pain points, and desires Talkdesk demo to show customer exactly how Talkdesk will work in theirspecific environment Proof-of-Concept/Trial ContractTalkdesk Proprietary & Confidential15
DOUBLE RESIDUAL COMMISSION PROGRAMTalkdesk Proprietary & Confidential
Talkdesk Proprietary & Confidential
Thank r.com/talkdeskfacebook.com/talkdeskTalkdesk Proprietary & Confidential
Customers unhappy with Five9, InContact, Serenova, Genesys, I3 Check your book for ideal customers Register opportunity Internal Talkdesk/CNSG call to discuss opportunity Schedule Technical Discovery call with customer to understand their requirements, call flows, pain points, and desires
