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More staff, projects, partners: Talkdesk expands DACH presence
LEIPZIG, GERMANY—October 1, 2024—While digital technologies ensure leaps in efficiency and quality across industries, it is becoming increasingly difficult for companies to effectively differentiate themselves from competitors through their products or services alone. An area in which there is still great potential for competitive advantages is customer experience (CX) – especially if the corresponding solutions are refined with artificial intelligence (AI). With its AI-supported Contact Center-as-a-Service platform, the CX specialist Talkdesk offers enterprises comprehensive options to significantly increase the efficiency and quality of their customer engagements – and thus sustainably increase customer satisfaction. In order to provide German-speaking companies in particular with the best possible support, Talkdesk is investing extensively in the DACH market: By the end of 2025, Talkdesk expects the number of staff in the region to quadruple.
The CX market in German-speaking countries finds itself in an area of tension: customers today want to get in touch with a company quickly and easily and receive information or support in an uncomplicated manner. In practice, however, these expectations often meet with traditional legacy solutions that are largely still on-premises. Solutions that are not cloud-based significantly hinder innovation in the CX area and the advance of AI features. “It is no surprise that the DACH market – after the US market – is considered to have the greatest potential in the world for Contact Center as a Service (CCassS) and CX solutions,” explains Mike Odekerken, Director Enterprise Sales DACH at Talkdesk. “AI support in particular will be a game-changer in this context, because it is the only way to meet customer expectations in an economic way.”
AI automates customer interactions
According to the Talkdesk 2024 KPI Benchmarking Report for Contact Centers, 81% of contact center leaders expect generative AI (GenAI) to make a meaningful impact in their contact center, and 86% have plans for GenAI investments. “Anyone who misses this development will have a hard time catching up,” Mike Odekerken continued. “This is exactly where we come in with our platform: Thanks to our high level of innovation in the area of AI, we support companies in bringing their contact centers into the CX world of tomorrow – and thus open up another central success factor in the market for themselves with efficient, high-quality customer support.”
To take the customer experience to a new level of quality, Talkdesk offers enterprises an integrated, easy-to-implement and user-friendly platform that supports customer service representatives in all phases of day-to-day business. Thanks to state-of-the-art AI, it provides relevant information in real-time, tailored to each customer conversation, and relieves companies of time-consuming routines. This not only increases the efficiency of customer contacts, but also customer satisfaction.
Numerous well-known companies from the DACH region already rely on the Talkdesk platform: from the ceramics and porcelain producer Villeroy & Boch to the solar specialist Enpal to the sports shoe specialist On.
High investments in personnel and the partner channel
Talkdesk plans to double its local DACH team this year. The company is looking to hire sales employees and account executives as well as fill positions in the areas of solution engineering, channel and partner management, AI specialists, business development, and customer success.
Sales, and some supporting functions are already based in Germany – locality is very important here.
A large part of Talkdesk’s sales activities already take place via partners. Accordingly, Talkdesk also wants to invest heavily in the partner channel in the DACH region. In addition to existing strategic partners such as NTT, MUUUH! Group and TP Infinity, Talkdesk plans to further expand its partner ecosystem in the coming months in order to maintain this momentum.
Focus on DACH-specific requirement
Criteria such as data protection and compliance with European standards play a crucial role, especially in the DACH market. Talkdesk has taken the measures to meet GDPR requirements, local hosting is carried out via a data center in Frankfurt (with backup in Dublin). The solution complies with key industry standards and regulations, from SOC 2 Type II and SOC 3 to ISO standards such as 27001 (information security), 27701 (security of personal data) or 27017 (security for cloud computing) to industry-specific requirements such as HIPPAA Type 1 standard for the medical industry.
”We have recognized the essential role that tailoring products and business practices to the local market plays – an aspect in which we want to invest accordingly,” emphasizes Odekerken. According to him, many DACH companies that have CX solutions already in place are currently facing strong pressure from CX vendors to migrate their contact center to the cloud. While this actually offers comprehensive advantages, there is often a certain reluctance to use the cloud in German-speaking countries, not to mention sectors or industries that simply cannot or are not allowed to put data and processes in the cloud. Odekerken adds: “We also offer a hybrid approach for them: This means that the existing systems can continue to be operated on-premise, while, for example, the innovative AI functions or digital channels from Talkdesk are based on them as an add-on and expand them. This allows companies to drive forward the modernization of their CX landscape at their own pace.”
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.
Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.
Talkdesk è un marchio registrato di Talkdesk Inc. Tutti i nomi di prodotti e società sono marchi di fabbrica™ o marchi registrati® dei rispettivi proprietari. Il loro uso non implica alcuna affiliazione o approvazione da parte dei rispettivi proprietari.
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