Digital Marketing Institute shifts to Talkdesk cloud contact centre solutions

Talkdesk® announced Digital Marketing Institute (DMI) selected Talkdesk as its contact centre solutions provider. DMI is the global standard in digital marketing professional learning and certification, with a growing network of customers and partners in more than 150 countries.

The organization chose Talkdesk Enterprise Cloud Contact Center for its cloud scalability to support expansion, strong reputation for reliability and comprehensive integration with Salesforce.

DMI needed a flexible and scalable solution for its growing customer service and sales team distributed between offices in Ireland, the U.K., Australia and the United States. Talkdesk offers DMI an agile and easy-to-customize platform through a user-friendly “clicks, not code” approach of Talkdesk Studio. DMI contact centre administrators can add agents quickly, adjust its call routing and finetune its customer journey without taking up valuable IT resources or the time-consuming and costly process of vendor-controlled adjustments.

“We are excited to be the customer service engine behind Digital Marketing Institute’s growing operations as it continues to build its reputation for outstanding customer experience,” said Tiago Paiva, chief executive officer, Talkdesk. “Today’s forward-thinking enterprise organizations like DMI are making customer experience a competitive advantage and transforming their contact centres to keep pace with customer demand.”

Integration with DMI’s existing Salesforce CRM database, without significant system reconfigurations and associated upgrade costs, was a key component in its selection of Talkdesk. With seamless integration through Talkdesk for Salesforce, screen pops automatically provide DMI agents with customer information, allowing them to focus on the caller and provide a fast, effective and personalized customer experience. Streamlined configuration and simple, self-service set up offers DMI complete control over its contact centre settings to continually improve customer experience.

Real-time reporting and analysis will provide DMI the business intelligence needed to improve contact centre operations. Through automatic alerts of performance fluctuations, powered by artificial intelligence (AI) from Talkdesk iQ, DMI can adjust service levels to maximize operational efficiency by reducing costs, saving time, and boosting return on investment (ROI). With customizable dashboards offering live views of performance against service level agreements (SLAs) and key metrics, Digital Marketing Institute can easily identify opportunities to coach agents and improve customer satisfaction.

“DMI prioritizes how we can support our customers with a superior level of customer service as we deliver market-leading training and certification programs,” said Ken Fitzpatrick, CEO Digital Marketing Institute. “The agility of Talkdesk’s cloud contact centre allows DMI to remain ahead of our customers’ needs so we can keep our focus on our core business and empower professionals to obtain the skills, confidence and industry know-how to progress in their careers.”

About Talkdesk

Talkdesk® is the cloud contact centre for the customer-obsessed. Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and Peloton, rely on Talkdesk to make customer experience their competitive advantage.

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