Irish IT firm Welltel has recently announced a new deal with international cloud contact centre solutions provider, which will be worth £3,500,000 over three years and see Welltel invest £600,000 in training and marketing Talkdesk’s cloud customer experience (CX) technologies.
The partnership will enable Welltel to sell, deploy and implement Talkdesk cloud contact centre solutions to help Irish enterprises to reduce costs and improve customer satisfaction.
Talkdesk has more than 60 switch-on integrations such as speech enabled interactive voice response (IVR), CRM, bots, call recording, workforce management applications and services.
The software company was founded in Portugal in 2011 and is now headquartered in San Francisco.
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Ross Murray, CEO of Welltel said: “Ireland has been globally recognised as the world customer solutions capital and this presents a huge opportunity for Welltel to lead with cutting edge cloud technologies.
"We are already seeing a wave of automation, robotics, analytics and artificial intelligence emerging and with Talkdesk as a key platform, we can deliver many of these cutting-edge applications to our customers right now.
“The pandemic has only accelerated changes to the traditional retail channel and office environment. Businesses need to offer great customer experiences in an entirely new way.
"Talkdesk is the perfect solution to respond to a trend highlighted by the Irish Contact Centre Managers Association which forecast in June 2020 that 36% of contact centres will be investing in new models to facilitate hybrid home and office working.
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“We have been very impressed with the explosive global growth achieved by Talkdesk in the last few years.
"It brings huge advantages to customers as a next generation ‘born-in-the-cloud’ contact solution that is perfectly positioned for the flexible omnichannel customer experience centre of the future.
"Customer organisations can easily transition from their traditional contact centres to this integrated, intuitive platform that is so easy to deploy.
“We intend to continue to invest heavily in this area and work with strategic partners such as Talkdesk to migrate customers to the cloud and leverage the game changing capabilities offered by the next generation of customer experience solutions and services. We look forward to achieving very strong growth in the Irish market with Talkdesk.”
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Tiago Paiva, CEO of Talkdesk, added: “Ireland is a critical market for Talkdesk as we accelerate strategic global expansion. We are excited to partner with Welltel, an established leader in the communications industry, as we extend our reach and influence in the Irish market.”
“Irish businesses have faced several challenges in the past year, and many have adapted to remote or more flexible working, so deploying a cloud-based contact centre will be essential to give them the ability to set themselves apart from their competition.”
Welltel supplies communications solutions to more than 3,000 SME and enterprise businesses nationwide.
Source: Written from press release
