Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced significant momentum within its global partner program with the addition of Robert Gavin, vice president of alliances, Chad Haydar, vice president of channel, and Peri McDonald, vice president of customer and partner marketing. Building and nurturing an ecosystem of diverse partners is paramount to Talkdesk’s next phase of growth, as evidenced by greater than 50% growth in partnerships with associated deal sizes targeted to double.
The vast experience and deep industry knowledge of Gavin, Haydar and McDonald has already been instrumental in growing the company’s ecosystem of partners to support another year of exponential growth and aggressive global expansion plans. Under their leadership, Talkdesk continues to build a strong Alliances and Channels organization and will further heavily invest in talent and operations throughout 2021.
To drive transformation of Talkdesk’s partner program, the team implemented a comprehensive structure composed of four distinct pillars that support continued scale upmarket, strategic international expansion, key industry proliferation and rapid deployment of Talkdesk CX Cloud in large global enterprises: Cloud Distributors, Resellers, Strategic Alliances and AppConnect Marketplace.
With more than 300 contracted partners and thousands of sub-agents worldwide, Talkdesk is well-positioned to capture market share and expand global reach through its four pillars of go-to-market partnerships. Each pillar is led by dedicated, experienced management with focus on driving strategic go-to-market activities that deliver annual contract value (ACV), global expansion, and quantity of partners actively positioning Talkdesk. Talkdesk has already added new partner agreements in key countries such as Australia, Canada, Germany, Ireland, Mexico, Singapore and Spain, as well as across Financial Services and Insurance, Healthcare and Life Sciences and E-Commerce, Retail and Consumer Goods industries.
Talkdesk is already harnessing the shared expertise of its partners with its global, cross-pillar Partner Advisory Board (PAB), which kicked-off in March 2021.
“The growth of Talkdesk’s ecosystem has been monumental, exceeding every expectation set when we first set out to expand our alliances program. Partners want to work with companies that have a reputation for being innovative and collaborative, and can speed up time-to-market, so it’s no surprise to see the volume of interest in Talkdesk and nurturing our growing partner community,” said Tony Barbone, chief revenue officer, Talkdesk. “Building a strong, broad partner network ensures our customers find value faster and feel daily the innovation that no other contact center solution offers.”
Recent Talkdesk Channel and Alliances Highlights
Continued Reach: Master Agents as Cloud Distributors
Talkdesk rounded-out 2020 with 10 of the most well-respected and productive Master Agents in the contact center business, equating to 30% growth in active agents that contributed to 103% year over year growth in associated channel revenue. Master Agents was the first channel Talkdesk went to market with in 2017, and these pivotal partnerships continue to deliver Talkdesk products and innovation through more than 10,000 sub-agents doing business in the United States, Canada, the United Kingdom and Australia.
Global Growth: Resellers
The strategic expansion of Talkdesk’s multi-modal reseller channel, which focuses on rewarding partners for driving revenue while upskilling their sellers with world-class onboarding, continues to be an area of focus and success for the company. In the first two months of 2021, reseller partners have extended the global reach of Talkdesk, growing with Evolutio in Spain, Welltel in Ireland, VIS in Australia and Singapore, Hold Marketing in Mexico, and Carahsoft in government agencies and educational institutions. Additionally, Talkdesk recently announced a new partnership with Alorica, one of the largest global Business Process Outsourcing (BPO) organizations in the world.
Collaborative Innovation: Strategic Alliances
Talkdesk is participating in the global expansion of Amazon Web Services (AWS) Contact Center Intelligence (CCI) solutions. AWS CCI solutions enable customers to leverage off-the-shelf functionalities powered by AWS machine learning (ML) with their current contact center provider to gain greater efficiencies and deliver increasingly tailored customer experiences—with no ML expertise required. As a member of the AWS Partner Network (APN), Talkdesk is widely available to businesses looking for qualified cloud solution providers, with expertise in AWS, to help them differentiate through customer experience and innovation.
On top of the innovation with AWS and strengthening its existing partnership with Salesforce, Talkdesk has created a dedicated Strategic Alliances team with the charter of deepening relationships with key integrations such as Microsoft, Zoom and Zendesk, while also accelerating partnership development aligned to key verticals and global enterprises.
Seamless Integration: Marketplace Advancements
Talkdesk’s AppConnect Marketplace brings together more than 80 offerings that empower Talkdesk’s customers to build unparalleled CX for their customers. Third-party partner solutions, services, hardware and out-of-the-box integrations are available in a streamlined interface that allows choice while making trying, buying and connecting simple. With the recent addition of integrations to the Marketplace, customers can connect Talkdesk with their existing systems to create a supervisor and agent experience that is unparalleled in the industry—popular integrations include Salesforce, Microsoft, ServiceNow and Zendesk.
Partner solutions are added to the Marketplace regularly, and with Talkdesk’s new, self-service Developer App now available, offerings are expected to double in 2021 with a focus on new categories, including industry-tailored solutions and customer relationship management (CRM solutions). Notable recent additions include top-rated CRM provider Kustomer, no-code agent script offering Zingtree, industry-leading headset provider Jabra and Benchmark Portal, the world’s largest contact center database.
Talkdesk is revolutionizing the customer service market with Talkdesk CX Cloud, the industry’s first and only modern, global end-to-end customer experience solution. By combining enterprise performance at scale with consumer simplicity, Talkdesk CX Cloud allows companies to easily adapt contact center operations to the evolving needs of customers, customer service and sales teams, resulting in increased productivity, customer satisfaction and cost saving. Talkdesk CX Cloud offers a dynamic customer experience platform powered by artificial intelligence (AI), a white-glove approach to comprehensive business services and simple, seamless integration capabilities with more than 100 seamless integrations, including the deepest Salesforce integration. Talkdesk CX Cloud sets a new benchmark for the contact center solutions market with enterprise scalability, security and reliability, backed by the industry’s only 100% uptime Service Level Agreement.