Subject: Talkdesk Customer Newsletter - September 2021
From: Kieran King <[email-masked]>
To: [email-masked]
Date: Tue, 21 Sep 2021 12:31:08 -0500 (CDT)

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Customer Newsletter, September 2021
The Talkdesk vision is simple, yet so crucial to our culture, and lays the foundation for how we do business. “We help companies deliver a better customer experience. We are innovative, creative, and challenge the old status quo in order to help our customers thrive and grow. We have fun shaking up the industry and we’re building a business that’s also a great place to work.” Most recently, I’ve seen this vision come to life through the Talkdesk Community <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JfB5uXyubpDsg5OWmnNb1QW8GO69xix1Z5QQWe0WmUTmi_MzhNxhxrX1OYxs1nVqoS8=>. 

The Talkdesk Community is a place for you, our customers, and is built through your participation. The Community is a place to share, ask questions, connect, and even have some fun. Have you joined the Talkdesk Community yet? If not, be sure to do so before October 4, 2021! Our Inaugural Community Fest is scheduled for October 4-8, 2021 and will be filled with opportunities to network, learn, and celebrate! Search your email for a welcome email with the subject of “Welcome to the Talkdesk Customer Community” or ask your CSM for access today.
Kieran King, Chief Customer Officer
Be the first to learn about new capabilities we’re bringing to market in the Talkdesk Fall ‘21 Release. Register <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JSty7gMdma2y9eNdG8NvzALvEuGNAPxJiDpc0mW5_V5q9EEDRUgAglZcZN9mXBqqj-I=> for our webinar on September 23, 2021 at 10:00 
a.m. PDT/1:00 p.m. EDT and see the latest tools you can use to exceed your CX goals. Included in the Fall ‘21 Release are three brand new products:

	- Talkdesk Case Management™ is a simple, integrated case management app that allows you to quickly and conveniently create cases for complex customer issues that require additional intervention.
	- Talkdesk Performance Management™ provides managers with interactive data visualizations that help them identify development opportunities and engage agents through personalized coaching.
	- Talkdesk Connections™ allows Talkdesk to quickly and easily integrate with third-party systems, even those outside of Talkdesk’s out-of-the-box integrations, by using simple configurations. No development required.

If you can’t make it to the webinar, register anyway, and we’ll send a copy of the slides and recording.

Additionally, we’d like to provide a sneak peek into capabilities coming soon to Talkdesk LiveTM and ExploreTM! Talkdesk real-time monitoring and reporting tools will soon enjoy a new and highly demanded feature - reports/dashboard sharing. This feature will allow you to share relevant dashboards (from Live and Explore) and reports, providing easy access to the same information. “Copy and clone” days are soon over - any change made in the original shared report or dashboard will be instantly reflected for everyone with viewer permissions so you can keep teams and stakeholders in the loop about contact center performance. Expect to see these capabilities in an upcoming release.
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Air Business’ legacy, on-premises contact center solution was costly and required the team to rely on an external vendor for reporting and changes to call flows. Visibility into reporting was limited, and first call resolution rates were low. Air Business moved from on-premises to cloud in five contact centers in only four days, gaining full visibility for reporting and access to call recording and outbound dialer functionality. The team can now make easy updates to IVR call flows with Talkdesk Studio <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JXbP1NE2vGmN-o09YnFryVm1Q-prIWogx_BHdZBpyo7D-gCtrMDQsxgliO8HM98p-R0=>, and they have the flexibility to support a complex, bespoke model and quality requirements with Observe.ai. <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JRvpdQza2oX6OVG1WBtXbNkjNbNz1PDfj8fSUub0gl1_-HB_zMMSKWp_cAFVbcA2Qzw=>
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We’re thrilled to announce the inaugural Talkdesk Community Fest will take place October 4-8, 2021! It will be a week filled with education, networking, contests, celebrations, and fun. You’ll have multiple opportunities to join other community members to learn tips and tricks for successful programs, including

	- How AppConnect solutions are driving results and customer love. Register for the panel here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JbPQ29Eai4GVzWgWBEgERborGBW74jxCeNcZwe9hGvvHDEGcpDvGtWU4i385pj39MXw=>.
	- Optimizing the work-from-home infrastructure with Guardian. Register for the session here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JfNeMQRF1ZkkXve-MbO3ZlB52_-xXdTuGWFI7FaXjMNrjoVafNvK_PWe9QhQ9BL7HcU=>.
	- Get to know your fellow Talkdesk Community members and enjoy a mixologist class. Register for the networking session here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JWI0By1VmlZBzJ2Fc_3YY_YoV6SaT1rJkO7ibgeY800V7OGDzshjbHbYrMNgjluHtSY=>. <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JWI0By1VmlZBzJ2Fc_3YY_YoV6SaT1rJkO7ibgeY800V7OGDzshjbHbYrMNgjluHtSY=>
	- Come provide your thoughts and feedback on the Talkdesk Community and enjoy a beer tasting. Register for the focus group here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JcLq51vVg4WIU6cfq2yX7fWhOUN0gCXiDzXazYUFf-H2d2PowrOVLRkKc9DZMUt-fOo=>.

Did we mention fun? There will be giveaways, and contests leading up to and during Community Fest, including a chance to win two $500 Visa gift cards (one for you, one for your agent) by sharing a story of an amazing agent interaction you’ve witnessed (or experienced). You can learn more about this and other contests on the Community Fest page 
in the community <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JdkcQaiWIhOEXnQBGJw0R6oe89yT31zEcT0WINmiEVfIvi5r7H6J3_Ht9JopxYrKBs0=>. 

All Community members are encouraged to participate, but please note that certain sessions have limited capacity so early registration is encouraged! Not sure if you’re a Community member? Search your inbox for a Welcome to the Talkdesk Customer Community email or email your CSM to confirm. 

We can’t wait to see you there!
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September is winding down and so much has happened this month! Below are a few highlights to share:

	- Customer Survey - We’d like to ask for your feedback in a very short, but important survey <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JWqEVp5zg6iPdEtQRw_OgJoN-KwCKD4WwE-XhvC5WyhyLYzd8MvubBL-0mcnJsB-fqA=>. The goal of this survey is to gather your input on our communications and programming related to new Talkdesk products and features so that we can improve your experience. This survey should take less than 5 minutes to complete, and as a thank you for your insights and time you'll be entered into a draw to win one of three $150 USD Amazon gift cards. We look forward to reading your input!
	- G2 Fall Report 2021 - Talkdesk is positioned in the Leader quadrant of 25 G2 reports and earned the #1 spot in 11, surpassing competitor scores in five key categories. Read the press release <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JW0p_u1_EVQZTFBP51ltKQ1SdancG05FaUhMgdLt5ETpDmXf95TtkS_54Hq9pry9HBo=>.
	- Talkdesk Research - We’ve released our newest report, entitled Powering retail growth: the next generation of contact centers. The report is based on a global survey of retail CX professionals, and presents insights into the role agents and AI will have in the retail contact center going forward. Read the report here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JZI2hL4toa6rLDRORaDYZARrwTTrBmttXYqxoRqzKLExoe12hfec3XSuGNzskKNG--E=>.
	- Optimization Assessment - Evaluate the overall effectiveness and efficiency of your Talkdesk operations to support your desired business outcomes and engage in opportunities to enhance your CX business value with this new services offering. Reach out to your CSM to learn more.
	- ICMI Contact Center Expo 2021 - Talkdesk is sponsoring ICMI 2021, hosting two engaging sessions on AI and automation, and financial services CX transformation. Join us <https://go.talkdesk.com/ODQzLURPRS03MTgAAAF_qGH9JbWrnKJR8dbIg8gnpICH5nsqwTqy-CF0mbshS68Jko8FZ7eWDw0gp21NzII1QvAMADU=> on October 6 and 7, 2021 virtually.
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