MetTel Joins Forces with Talkdesk to Make Contact Centers More Profitable

Integrated digital communication solutions provider MetTel has announced a collaboration with Talkdesk to assist customers in transforming its contact centers into profit-generating centers with artificial intelligence technology.

“Having the right technology and talent are essential to providing a superior, seamless customer experience. We are very excited to be partnering with Talkdesk. This extends the breadth and depth of MetTel’s growing portfolio of cloud and AI capabilities, which already are used to dramatically accelerate response and resolution for network incidents, as well as customer service inquiries,” said Ed Fox, CTO, MetTel.

With the adoption of cloud-based systems and advanced technologies such as AI and ChatGPT, call centers require a reliable and efficient communication network that offers a seamless experience for both customers and employees.

Gartner predicts that adopting digital channels, analytics, marketplaces, and cloud-based delivery will accelerate, resulting in a rise in contact center end-user spending to $34.6 billion by 2026. As part of this trend, AI-infused solutions are expected to become increasingly popular and become an integral part of the contact center market.

The two companies, recognized as multiple Gartner Magic Quadrant leaders in their respective fields, are joining forces to provide a smart and automated customer service solution that leverages the power of artificial intelligence to optimize and prioritize critical customer service processes.

The solution - MetTel Cloud Contact Center - will incorporate Talkdesk CX Cloud into MetTel's fully managed network services offering, providing a seamless and integrated customer service experience.

“We feel, with the combination of the Talkdesk contact center platform and the MelTel Cloud Contact Center, customers can transform their contact centers into profit centers and engines for building greater customer trust and loyalty,” said Chad Haydar, Global Vice President of Channel and Alliances, Talkdesk.

MetTel's customers, including Grand America Hotels and Resorts, can now benefit from an enhanced customer service experience that is quicker, more efficient, and less complicated. By leveraging AI-powered applications, the MetTel Cloud Contact Center solution automates customer self-service, equips agents, reduces fraud, facilitates the integration of AI technology into daily operations, and fortifies a hybrid workforce model in the contact center.