Subject: Talkdesk Customer Newsletter - August 2022
From: Charanya Kannan - Chief Product & Engineering Officer <[email-masked]>
To: [email-masked]
Date: Thu, 18 Aug 2022 11:00:16 -0500 (CDT)

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Customer Newsletter, August 2022
We’re excited to introduce a new resource for our customers in the Talkdesk Community: the Seasonal Product Release <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS4P5SgT1RfagtavBykDhE7XxJnJlyg1pbh_70eRpVFtQYHT7_tLvcf1Mq5I6MOf1uws=> page. As we continue to evolve the Seasonal Release Program, the launch of the new home for release resources in the Community ensures that customers have one spot to access all the materials needed to learn about the latest and greatest capabilities to improve CX, such as release guides, webinar recordings, and related individual product videos. Log in to the Community today to check out resources from the Spring ‘22 and Summer ‘22 releases and register for the Fall ‘22 webinar. You’ll find the new Seasonal Product Release page in the Product Hub. 

Not a member of the Community? Contact your CSM or [email-masked] <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS0b30tynaAtJDTwsHFoNgrd3d2fGvxYVf6blS6DmrcJ8AUPsvFljaEzu_ievlsgj8tQ=> to get access.
Charanya Kannan, Chief Product, Engineering & Customer Officer
The Talkdesk Fall ‘22 Release is just around the corner and we’re excited to unveil another outstanding lineup of new product features and capabilities designed to keep you on the cutting edge of contact center technology. The hard work from our product and engineering teams over the last three months has culminated in over 100 new updates, spanning areas like digital engagement, customer feedback, artificial intelligence, workforce engagement, integrations and much more. Join our webinar on September 15 at 10:00 a.m. PT / 1:00 p.m. ET to be the first to learn how you and your organization can take advantage of these innovative new capabilities. Can’t make it? Register anyway and we’ll send you a link to our Fall ‘22 Release Center which will include a copy of the webinar slides, a recording of the event, and a comprehensive Release Guide. Register today <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfASs7i1HBh_f1dfcUP_DczPF2kESBSkAEYa1kXEBOOI3pUqf71_0EzcoqgiIHOWt5CiPg=>. 

Did you know: Talkdesk now offers free versions of our most popular solution add-ons for Workspace users? You can take advantage of advanced AI functionality using Customer Experience Analytics Starter, Agent Assist Starter, and Guardian Starter. For more information, check out page 3 in the Talkdesk Editions summary <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS9I-FVQtO15wy9MIdap_LnqcuEoNt6fEHwYZWn58sS6T7_A6yKoX0HjKYpd7P5YKPz0=> or contact your CSM for details.
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JK Moving Services <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS7a6xPPeWJ-zZWs4XJdqIpEqW5LQARC4ayDxmC4yF_SlI8cWalsWlGsWgAaxqWA5tRE=> is the largest independent moving company in North America. JK Moving’s legacy PBX and call center solutions offered little visibility into call traffic. The team was unable to call back customers who hung up before reaching an agent or leaving a message, resulting in a 64% abandonment rate. The team lacked solid metrics to track accountability and there were no call recordings or quality assessments, which limited their ability to improve sales performance with coaching. 

With Talkdesk CX Cloud™, automatic callback options resulted in a 41% increase in first contact resolution. Talkdesk Studio™ flows for voicemails lowered supervisor escalations by 30%. The increase in the number of agents and growing call volumes led the team to move from spreadsheet-based scheduling to Talkdesk Workforce Management™. Revenues are up 74% and repeat business has risen dramatically.
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And don’t forget, nominations are still open <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAShgCylGho5ffxAvaRyDBrV1ptf9U1A0p5V2MLl1CGEp5SEFsDvqbBJ4XovGYT94x2is=> for the third annual CX Innovators Awards! If you have leveraged Talkdesk technology to reshape your customer experience (CX) and drive better outcomes, we want to hear from you.
 
Categories include <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS3OVKZnfoS5f3EowGAsKqTXqcYvOhF6jnzZnq86FEAu7BVDgwxCeVDu35OKPh5wMYYU=> AI impact, revenue impact, social impact, and an individual award for CXcellence for our customer experience heroes! Nominations are open until September 9, 2022. Please reach out to [email-masked] <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS4QGun74RwozQBsvgn8YnNtEW5N4leNG8WmwUrTvCv__md-L-_RRbwHuGxMVwUyVM-E=> with any questions.
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In July, we hosted the Roadmap Spotlight webinar for Virtual Agent where we took a look at what's to come over the next 6-12 months! If you’re interested in checking it out, here is the webinar recording <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS1vd8X3LavO1WWCqm_3FnHZqDNPcOyeCta45HhYI54zEQPFG07EDJFASzSBSspf8t6g=>!

We also hosted the Roadmap Spotlight webinar for Agent 
Assist on Aug 16th where we checked out the roadmap and had product experts answer all your burning questions. Look out for the recording posted in Announcements <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS34Sg7PGCK9own9fw6rnZCAd6kRUYjKIXEErbk91TJcSp0IDDZVZYwIF1qOmQdJmZSw=> in the coming days!

Need a sweet treat to wrap up your week? We still have a few anniversary goodie boxes for community members so share your address <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfASyOJCh5u7Fpd0jXMDG0jd2IztQb3qz8BgC7zGy6srJsMsUOKibQ18ypKJC1FERyMshQ=> and we’ll send you a gift while supplies last. 

Finally, a reminder that we’d love for you to share your thoughts about the Community in this short survey <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS4fQSeDIpqzn4mWZbK4TK-rqryiZaOWpeb6EMV0Nd-KVTGJQqXkvC8qg9HPLVDFBRVM=>. Not only will you be contributing to the continued growth of the Community and related resources, you’ll be able to select some awesome Community swag as a thank you!

Are you yet a member of our Talkdesk Community? No matter if you’re a novice or an expert, Talkdesk Community is a great resource that brings our customers, employees, and partners together. Join other passionate members to connect, learn, and collaborate on CX innovation and best practices. Learn more about the Talkdesk Community by watching this demo video <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfASzYcgnmTEvxD4_yD26Zohj51ccjANGvTmgSNBGVrnaoyj9OX7vsixtXGJ5oTpD1jYgI=> and reach out to your CSM or contact [email-masked] <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS0b30tynaAtJDTwsHFoNgrd3d2fGvxYVf6blS6DmrcJ8AUPsvFljaEzu_ievlsgj8tQ=> to join.
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It’s August, and that means vacation for a lot of us! To celebrate much needed time away, we are raffling off an Away carry-on <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS7rvkHPG6_uL_FD5YYI-RLBRaUSVPRsurGGUMhRElfL01VxWRp669vs9_dVg3XHuN54=>, the perfect luggage for your next adventure. Enter the raffle here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS8uU435-2WiIMJj4yggSCPMSbEYaG307kWrLOzyu9Sgq_RZHfMXBipNulZZTM8LfEn4=> - a randomly selected winner will be notified by September 6, 2022. 

Aside from vacations, there’s still a lot going on so be sure to review this month's highlights. 

	- Register today for the Opentalk CX Summit Series coming to London <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS3MgjrzxmkGNDq1_tSm-EVY-W-z35R_2ZDEiFHKZ5BX5CjMKc8tc04bND7hJ50aeQEA=> & Madrid <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS1jnFV4fdUvPX4JbcQWQeeLyvfOj93l0Ym9Yr-UxP9Z6GKuUGeM2cu2TsDPExeZI9WI=> this November! Opentalk is the Talkdesk annual customer conference designed to help you unlock the promise and potential of your CX strategy and Talkdesk investments. We have an exciting agenda planned, packed full of topics including expert panels, inspiring real-life stories, live showcases, celebrity speakers, and networking face-to-face. You can see the full details here to find out more and reserve your seat. <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS5boNmZW-QIRUjj886cAh_w-coRkomnZk7SKSuhNmCFXQyKGNFy3XpaIllTi_VsjHm4=> Places are free and limited.
	- Improved process to submit Support tickets. To enable the Talkdesk Support team to continue providing timely and effective assistance to customers, only Talkdesk account administrators are authorized to open a support ticket <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS2A-qzCTA9AxiugR45thBEl52vaozkg68qP9x1k_AO3oBu9U-pfxIprxSpxRug515M8=>. With this change, customer admins will now have complete ownership and visibility over all impactful events happening in their business operations. If you have any questions, please reach out to your CSM.
	- Troubleshooting guidelines for admins. To further support administrators and provide self-service resources, Talkdesk Support published a new eBook on troubleshooting guidelines. Read now <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfASxhxh5iqwrQPh27HdTzBOCX8N8QrHIdXM6nzPO3YLrliJ6Gx8LK33yztzHVNLrlrnEA=>.
	- Talkdesk earns TrustRadius 2022 Summer Best of Awards for Relationship, Value. With a trScore of 8.7 out of 10 and over 500 verified reviews, we 
were recognized for relationships and value <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfASwkT194hu98eyUnWiR-nOUNbdjCXDaN8VFNN3Nqt2BtYdS4Nx27FzGXrbawsj-qWu9c=>:

	- 9.0 out of 10 for live reporting
	- 8.9 out of 10 for usability
	- 9.4 out of 10 for call recording
	- 9.0 out of 10 for quality management

Thank you to all our customers who provided feedback! Hear from other Talkdesk users <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfASiEhvMbqT2c9NkM6PUZMnP7fqAtQZneD_v6NMm-jrUFUKZKtIg1w_DPpqJ6zElI2uUY=> on how much they value Talkdesk customer experience solutions.
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Resource Center <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS_W91jiFcv0Wk4zj4fUK69b1tFyz-3c701aFLCfvpW-upyBDziba414dz0qLVGxFrHY=>
Talkdesk Academy <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfASxKYVLqUSOe9bRSHX9Zz0t17D5aka8VA7huO7aakT1PXEuaAla_I5H9hGgyVXvRlqeU=>
Talkdesk AppConnect <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS1diXZSPKGRifNoweANI4Z__bdka5ZeDCzzxaRkbQTrHt2XLecjpCXn72FkeU9NH4nk=>
Talkdesk Knowledge Base
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<https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS3onC8ltk4XcyXXI_lG_S4bh4-kntTZIuB8wFxfWbQg0FuIuy2EfgBLVD8p0aOc7Fag=>          <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfASymjlOfcdCTZiC3uyfOfz7MUPNFoo-Q7Rn90qIZWSqj0RP19odq3I2shFl1wmpUdMQE=>          <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGGUKfAS7rIViKNJoq7OC5jemE8BfAto757Aq0EgTC0u_ZLsmn8cXdPlNNEp6wiXGMQhmIyA50=>
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