Digital Marketing Institute Shifts to Talkdesk Cloud Contact Center Solutions for Global Customer Service and Sales Teams

Seamless integration with Salesforce, and flexibility to expand globally based on dynamic customer needs, elevates Talkdesk over other cloud competitors

• DMI chose Talkdesk for cloud scalability to support global expansion, strong reputation for reliability and comprehensive integration with Salesforce
• Talkdesk offers DMI an agile and easy-to-customize platform through a user-friendly “clicks, not code” approach
• Streamlined configuration and simple, self-service set up offers DMI complete control over contact center settings to continually improve customer experience

Talkdesk, Inc., the cloud contact center for innovative enterprises, today announced Digital Marketing Institute (DMI) selected Talkdesk as its contact center 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.

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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 center 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 centers 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 center settings to continually improve customer experience.

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Real-time reporting and analysis will provide DMI the business intelligence needed to improve contact center 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 center 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.”

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