How a Full-Service CX Solution Provider Manages Omnichannel Customer Journeys

How a Full-Service CX Solution Provider Manages Omnichannel Customer Journeys

As customer expectations evolve, so does the contact center. Director of Technology Enablement at Humach, Jennifer Lundberg, knows what it takes.

Original Article by Fernando Santos at TalkDesk

As customer expectations evolve, so does the contact center. Shifting customer demands and technologies can be challenging for enterprises to keep up with — even more so when the enterprise happens to be a Customer Experience (CX), Artificial Intelligence (AI) and Automation Solutions provider, responsible for meeting requirements across a diverse collection of industries.

Director of Technology Enablement at Humach, Jennifer Lundberg, knows what it takes and shares how Humach, a cloud-based customer experience solutions provider, relies on Talkdesk® to deliver seamless, effortless and immediate customer sales and service support.


The Reality at Humach
Humach delivers a differentiated combination of AI-powered digital agents with humans-in-the-loop to remove friction in the customer journey. Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”

Whether fulfilling their customer’s technology requirements or a need for support specialists to help manage and optimize omnichannel interactions, Humach’s human and AI-powered digital agents use Talkdesk’s cloud contact center technology to provide a world-class experience.


Choosing Talkdesk
At Talkdesk, a commitment to innovation through research and development is bringing new and disruptive products to the contact center space, while delivering quick enhancements and new features to current products. This spirit of innovation was a key driver for adopting Talkdesk. “We just didn’t feel like there were a lot of solutions out there that were evolving fast enough on the features’ side,” said Lundberg. “We wanted something that was innovative.” Ease-of-use also factored into the decision-making process and has resulted in fast deployment and time-to-value. In particular, Talkdesk’s “clicks — not code” integration capabilities let Lundberg easily connect Talkdesk with external systems, without relying on IT. “Integration points are really nice. I’m not a developer and I was able to pull together a Salesforce integration on my own. The time that it took us to do a data dip into Salesforce only took a couple of weeks versus a couple of months of development.”


Customizing the Customer Journey
Those Salesforce data dips are especially relevant when building Interactive Voice Response (IVR) systems and routing to support the many companies that outsource Humach’s contact center services. Studio, Talkdesk’s routing designer, has proven to be an impactful tool for designing and managing efficient customer journeys. Studio includes pre-built components that enable administrators to simply select and drop in contact center actions, such as a Salesforce data dip which collects context from the customer relationship management (CRM) database and uses that information to inform IVR responses, routing decisions or agent-customer interactions. In its 30-year history in customer engagement and relationships, Humach has first-hand expertise with the growing importance of customer self-service. “The customer is changing. They want self-serve options. They want to get the information they need without having to wait for someone to look it up for them,” said Lundberg. By utilizing the Salesforce data dip with Studio, Humach designs seamless omnichannel conversational experiences that use AI to identify callers, reference relevant customer data, and provide accurate, personalized self-service resolutions 24/7/365.

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