In our last post, we discussed the high cost of contact center downtime and how the latest cloud-based solutions can help improve reliability. Even with redundant hardware, an on-premises contact center platform cannot match the geographic redundancy and scalability of the cloud. Cloud-based solutions take full advantage of these capabilities for maximum uptime.
However, the first wave of Contact Center-as-a-Service (CCaaS) solutions that were introduced in the early 2000s usually featured traditional contact center technologies hosted in the cloud. While this offered proven operational and cost benefits, software written for on-premises systems didn’t always integrate well with cloud platforms and was susceptible to downtime events.
The recent emergence of “born in the cloud” CCaaS solutions is a game-changer. Unlike retrofitted on-premises applications, cloud-native contact center solutions are designed to run in distributed environments and support many third-party applications. Built to automatically route around issues, they deliver a high degree of reliability.
Talkdesk, for instance, offers a remarkable 100 percent uptime SLA on its cloud-native architecture. There are no provisos, conditions or caveats — the company is effectively promising that it will reimburse customers for even a second of downtime.
Talkdesk is able to meet this SLA by leveraging a deep network of telecom providers all over the globe to create unparalleled multi-carrier redundancy. In the event of a network disruption, calls remain active and supported by Talkdesk’s multi-cloud diversity, distributed geographically across multiple points of presence around the globe.
This built-in redundancy and reliability are among the reasons why IPC recently partnered with Talkdesk to offer its CCaaS solutions to our customers. As a Silver partner for Talkdesk, IPC is one of only five authorized “direct” partners in the U.S.
From our perspective, the best thing about Talkdesk is that it can boost customer satisfaction by streamlining the entire customer contact process. The tightly integrated architecture ensures that organizations can route calls, emails, web chats and social media interactions using a single queue so that agents can respond more quickly and consistently to customers. Talkdesk delivers these sophisticated features in a solution that’s easy to use yet highly adaptable to each organization’s workflows.
Mitel is so impressed with this technology that it has partnered with Talkdesk to develop the new MiCloud Connect CX CCaaS solution. MiCloud Connect CX combines Mitel’s call control expertise and global resources with the Talkdesk cloud architecture and consumer-like usability. It is currently available as an over-the-top service on Mitel’s cloud and onsite unified communications platforms, with a fully integrated solution expected during the second half of 2019. As a national Mitel Platinum partner, IPC can deliver this new solution as well.
As the focal point for customer interactions, the contact center is essential for shaping the customer experience. However, on-premises solutions are increasingly inadequate for the job due to a lack of flexibility, scalability and reliability. A cloud-native solution such as Talkdesk enables organizations to quickly and seamlessly meet customer needs and drive long-term satisfaction and loyalty.