Laura Butler, Chief Human Resources Officer of Talkdesk®: A Benevolent Leader Creating and Strengthening a Positive Culture That Thrives on Innovation

Organizations have moved infrastructure and applications to cloud environments for years, but others have remained skeptical about the merits. With concerns about management, performance, security, costs and keeping a competitive edge, CX leaders question whether they want to relinquish their tightly controlled contact centers to a third party. But this debate has changed as businesses realize the benefits of moving to a cloud contact center. Cloud contact centers enhance UC functionality with artificial intelligence and machine learning. AI/ML helps draw meaningful and actionable insights from data analytics, giving agents the precise and timely information needed to close leads and solve customer issues quickly and efficiently. It also powers automation through intelligent virtual assistants, which can take over repetitive and straightforward customer service tasks, leaving agents free to handle more pressing matters.

Talkdesk^® is one such global cloud contact center leader for customer-obsessed companies. Their automation-first customer experience solutions optimize the customers’ most critical customer service processes. The company's speed of innovation, vertical expertise, and global footprint reflect their commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes.

Delivering Compelling Benefits to Future-Facing Businesses

Talkdesk Cloud Contact Center: Talkdesk enables brands to have meaningful, memorable interactions with their customers, leveraging AI every day to deliver a faster and more frictionless customer experience. These interactions build customer relationships that are personalized, productive, and profitable, transforming the cloud contact center into a driver for tangible business growth. They believe that better customer experiences start with AI. Their Talkdesk CX Cloud™ platform includes AI apps that automate customer self-service, empower agents, mitigate fraud, and operationalize AI. They’re putting powerful technology into the everyday tools that make customer service the best it can be. CX Cloud offers a full set of enterprise-level, integrated CX applications for customer self-service, omnichannel engagement, workforce engagement, employee collaboration, and customer experience analytics to align and drive CX winning behaviors across the organization — all native on the CX Cloud platform.

Omnichannel Engagement: Your customers demand great service. They don’t think about channels, they just want a great brand experience. Talkdesk Omnichannel Engagement is an integrated suite of intelligent, intuitive solutions that allow you to engage with customers on their channel of choice, all while personalizing interactions, preserving conversation context and effortlessly elevating conversations across channels. Talkdesk Digital Engagement is an all-in-one digital customer engagement solution that includes email, SMS, live chat, and more allowing you to meet customers where they are and on their preferred digital channel. Talkdesk Studio provides a clear visual display of the customer journey, all while enabling non-technical staff to create intelligent, context-driven orchestration flows that deliver a frictionless customer experience.

Workforce Engagement Management™: It is an integrated suite of intelligent, intuitive solutions designed to help you manage, develop, and engage your agents throughout the employee lifecycle. Improve your customer experience and optimize operational efficiency in the contact center. Elevate your workforce engagement strategy with a seamlessly integrated user experience for training, managing, coaching, and empowering your agents. Save valuable time and effort for supervisors, quality analysts, and resource planners. From agent forecasting and scheduling to coaching and knowledge management, Talkdesk Workforce Engagement Management is infused with AI, machine learning, and automation to make your staff more efficient and provide the insights you need to make better decisions.

Employee Collaboration: Extend customer service beyond the contact center by connecting agents with the rest of the organization, orchestrating talent and expertise across the company to achieve critical customer outcomes and drive loyalty. Bring tools and people together to deliver better customer experiences. Talkdesk integrates your contact center, phone system, and collaboration tools for seamless communication between departments, teams, and employees. Easily share contact center customer insights across your organization. Drive product, service, and go-to-market strategy with real-time relevant data. Connect team members inside and outside the contact center. Facilitate collaboration to solve complex problems faster and respond to customers right away.

Customer Experience Analytics: Find the powerful insights hidden in your contact center interaction data. Discover unknown customer pain points by leveraging AI-powered data mining and automation to help create a smoother, simpler customer journey. Use customized dashboards to compare your performance against SLAs and key metrics, in real-time. Easily identify coaching opportunities and drive improvements in customer satisfaction. Make data visualization easier with powerful business intelligence and reporting tool. Apply flexible filtering, scheduling, and customization options for a 360-degree view of your contact center performance. Analyze 100% of your customer interactions to find patterns in customer intents and sentiment. Use speech and text analytics to explore new opportunities to automate tasks and mitigate customer escalations.

Laura Butler| Chief Human Resources Officer

As Talkdesk’s Chief Human Resources Officer (CHRO), she leads the Talkdesk People and Talent teams in their strategic focus to attract, retain, and grow the best and brightest talent while nurturing the ongoing development of the global Talkdesk organization. Before joining Talkdesk, Butler was the Senior Vice President of People and Culture at Workfront, an Adobe company. She has a Bachelor of Arts in Social Sciences from the University of Colorado at Boulder.