NEWS
Glintt selects Talkdesk to improve customer
service and efficiency
T
alkdesk, the enterprise contact centre platform, has announced
Glintt, a leader in healthcare IT services, chose Talkdesk Enterprise
Contact Center Platform to support its customer service operations.
Global Intelligent Technologies (Glintt), a leading multinational
technology company specialising in healthcare IT and consulting, will
leverage the ease-of-use and cloud flexibility of the Talkdesk platform
to reduce average wait and handle times and improve the customer
experience for its users.
Glintt’s customer service team consists of more than 120 agents
in Portugal handling nearly 1,000 customer interactions per
day and supporting over 2,500 pharmacies and 200 healthcare
facilities throughout Europe. Its previous contact centre system
was unreliable, leading to system challenges which reduced the
level of service Glintt could offer its customers and threatened its
long-term success.
“The efficiency of healthcare processes has a significant impact
on people’s lives and we are constantly developing solutions to
improve Glintt systems of operations,” said João Paulo Cabecinha,
Glintt Executive Board Member. “We are always looking for the best
technology partners and are excited by the improved customer
experience Talkdesk can help us offer.”
“Cloud contact centre solutions from Talkdesk will enable Glintt to
provide the level of service its customers deserve and allows them to
consistently raise the bar through agent monitoring, robust reporting
and effective quality assurance,” said Marco Costa, Talkdesk General
Manager. “We appreciate the faith Glintt has shown in us and look
forward to a long and productive partnership with such an innovative
and impactful organisation.”
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Talkdesk named ‘Strong Performer’ by leading
independent research firm
array of integrations and the unique and
innovative capabilities of AppConnect,
which provides single click access and
installation of partner applications such
as speech analytics. Also noted was the
company’s support of a broad library of CRM
integrations; “[Talkdesk] has doubled down
on its integration with Salesforce to provide
single sign on/user management, integrated
reporting and support for all Salesforce
supported digital channels.”
P ortuguese-based Talkdesk, the enterprise
contact centre platform, has announced
that Forrester Research ranked Talkdesk as
a ‘Strong Performer’ in The Forrester Wave:
Cloud Contact Centers, Q3 2018. providers, Forrester performed a 32-criteria
evaluation to identify the most significant
providers to research, analyse and evaluate.
Vendors were scored on current offering,
strategy and market presence.
The Forrester Wave is a data-driven
evaluation of software, hardware and
services markets, used to inform buying
decisions. For this report, the first Forrester
Wave focused on cloud contact centre Talkdesk was noted for ‘Product Architecture’
and received the highest possible score in
the ‘Breadth of CRM Vendor Integrations’
and ‘Partner Ecosystem’ criteria. In the
report, Talkdesk was cited for its broad
www.intelligentcio.com
“Being named a Strong Performer in
The Forrester Wave is a significant
accomplishment for us, especially considering
the head start that legacy vendors have had
in the contact centre marketplace over the
past several decades,” said Tiago Paiva, CEO
of Talkdesk. “We see this report as further
validation of our innovative, cloud-native
approach and a positive representation of our
customers’ overall enthusiasm for Talkdesk
Enterprise Contact Center Platform.”
INTELLIGENTCIO
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