Talkdesk Rolls Out Cloud Contact Center Deployment Model

Talkdesk on Thursday unveiled a new deployment model designed to allow contact centers to combine the best of both private and public clouds.

Talkdesk Hybrid Spaces offers public cloud flexibility with private cloud security, and streamlines the transition from a legacy on-premises system, or first-generation cloud environment, to private Talkdesk storage with the processing capability of a public cloud, according to Talkdesk.

It also eases digital transformation to deploy an enterprise-grade cloud contact center that meets individual IT requirements, data privacy and security standards, it said.

Charanya Kannan, Talkdesk’s senior vice president of product and product marketing, tells Channel Partners that Talkdesk Hybrid Spaces opens up new opportunities for partners with existing customers who are looking to move into their first cloud system and want an extra level of control where their data resides.

Talkdesk’s Charanya Kannan

“It certainly will create a competitive advantage for our partners as it has for us,” she said. “The speed at which Talkdesk is able to provide new features and adapt to the changes in marketplaces along the lines of customer experience, metrics, data privacy and IT requirements is immediately available to our partners as an accelerator for their business. Talkdesk and its partners can address the concerns of customers around the world as it relates to those issues, as well as opening up new business with vertical industries [that] have otherwise used on-premises or more expensive solutions to attempt similar results.”

Instead of starting where the customer has to “wonder if we’re building a solution for them that’s not been standardized or cobbling together multiple systems into one and representing it as cloud,” Talkdesk is taking advantage of the way it was built for the cloud and in the cloud with a foundation of microservices, Kannan said.

“Similar to the way that customers use cloud to offload the management of tasks and systems that take away focus on their core business, they can be assured this next step goes even further to create the best possible cloud contact center solution,” she said.

Many of Talkdesk’s large enterprise customers don’t have the ability to move into the public cloud from day one, Kannan said.

“We wanted to provide large enterprises the ability to take advantage of our innovation [on] their own terms by providing very flexible deployment options to allow them to pick and choose … their digital transformation,” she said. “We’ve actually been providing this as a service to a group of customers who had asked for it. After managing these deployments for a number of months, we worked to make it available as a standard service offering called Talkdesk Hybrid Spaces.”

“This newest advancement from Talkdesk offers companies a smooth and simple transition with a hybrid cloud to more effectively manage internal security and compliance, while benefiting from cloud innovation and performance,” said Tiago Paiva, Talkdesk’s CEO.