SHARE



ABOUT THE AUTHOR


Michelle Burbick
Michelle Burbick is the Associate Editor and a blogger for No Jitter, UBM Tech's online community for news and analysis...
Read Full Bio >>
SHARE



Michelle Burbick | May 09, 2017 |

 
   

Talkdesk: Partner Ecosystem Essential to Enterprise Aspirations

Talkdesk: Partner Ecosystem Essential to Enterprise Aspirations Launching a new partner app store, Talkdesk sets its sights on the enterprise.

Launching a new partner app store, Talkdesk sets its sights on the enterprise.

Call center software provider Talkdesk held its second-annual customer and partner conference, Opentalk, in San Francisco at the end of April around the theme "customer heroes." This year's event, providing two days of customer service success stories and tips and tricks, drew more than 1,000 attendees -- considerably more than the roughly 150 who turned out for last year's event, Talkdesk reported.

Last year the big news of the event was an integration with Salesforce -- a must for any contact center provider these days -- and its CallBar application, which allows contact center agents to keep all websites and apps together in one place. This year Talkdesk took a big step forward with its partner ecosystem, announcing what it calls "the first enterprise app store," Talkdesk AppConnect.

AppConnect is a suite of applications from, to start, 16 hand-picked partners, all with a shared vision of making it easy for enterprises to try out new functionality in their call centers. Interestingly, Talkdesk set a couple of requirements for its partners: They must offer a free trial via AppConnect, and they must provide one-click installation for their applications.

I spent a couple of days at Opentalk, getting to know Talkdesk and its partners. In a joint briefing, Tiago Paiva, founder and CEO of Talkdesk, and Gadi Shamia, the company's COO, shared a bit of insight on the partner ecosystem and what it means for the company moving forward.

portable
Tiago Paiva (left) and Gadi Shamia (right)


From SMB to Enterprise
Talkdesk is a fairly new company, having been founded in 2012. When it opened shop, Talkdesk primarily targeted SMBs that required only a handful of contact center seats. Over time, Talkdesk expanded its offerings to be able to support larger enterprises, and call centers with thousands of seats, is its core now, Paiva said.

That move from SMB to enterprise was a big shift, Paiva said. "It took us time to build the software that could accomplish all this, but we got it ... [I]n the last few years, we've been growing like crazy in the mid-market and lower enterprise space."

This was a strategic choice, Paiva said, noting that the company had two options: either continue with the SMBs and landing the smaller but steady deals, or go after the enterprise. "We wouldn't be able to build the company that we wanted to build by just focusing on small customers," Paiva said.

"Enterprise is like the final frontier," he added. "When you look at the enterprise, they have everything in the cloud. They've got ERP on NetSuite, they have IT on ServiceNow, they have CRM on Salesforce -- but then you look at their call center parts, and they are still using the same thing they used 20 years ago. So it's kind of like a challenge ... to go into these companies, build a product for them, innovate, and be able to replace the Genesyses and Avayas of the world."

Helping its larger call center customers grapple with the variety of tools in use led Talkdesk to create the AppConnect app store, Shamia said. The first goal with AppConnect is to simplify application integrations for its customers, as well as for partners, Paiva added. "The more we extend the platform, the more valuable we become to bigger companies. And that's the goal. We get into these bigger companies, they need three or four or five different functionalities that we didn't have before, but now we do. So AppConnect is one of the key plays to get more into the enterprise and get more users out on Talkdesk."

Next page: Spotlight on Partners





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated proces

August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.