Irish IT player Welltel in €4m CX deal with Talkdesk

Welltel deal with Talkdesk aimed at enabling Irish businesses to make their employees more productive and improve customer experience.

Fast-growing Irish IT company Welltel has agreed a partnership with call centre technology player Talkdesk that is estimated to be worth €4m over the next three years.

Welltel said it will invest €750,000 in training and marketing Talkdesk’s cloud customer experience (CX) technologies.

“The pandemic has only accelerated changes to the traditional retail channel and office environment”

The partnership will enable Welltel to sell, deploy and implement Talkdesk cloud contact centre solutions to enable Irish enterprises to rapidly adapt to the changing working world, reduce costs, and improve customer satisfaction.

Talkdesk has more than 60 switch-on integrations such as speech enabled interactive voice response (IVR), CRM, bots, call recording, workforce management applications and services.

Ireland is the world customer solutions capital

“Ireland has been globally recognised as the world customer solutions capital and this presents a huge opportunity for Welltel to lead with cutting edge cloud technologies,” said Ross Murray from Welltel.

“We are already seeing a wave of automation, robotics, analytics and artificial intelligence emerging and with Talkdesk as a key platform, we can deliver many of these cutting-edge applications to our customers right now.

“The pandemic has only accelerated changes to the traditional retail channel and office environment. Businesses need to offer great customer experiences in an entirely new way. Talkdesk is the perfect solution to respond to a trend highlighted by the Irish Contact Centre Managers Association which forecast in June 2020 that 36pc of contact centres will be investing in new models to facilitate hybrid home and office working,”

Welltel supplies communications solutions to more than 3,000 SME and enterprise businesses nationwide.

“Irish businesses have faced several challenges in the past year, and many have adapted to remote or more flexible working, so deploying a cloud-based contact centre will be essential to give them the ability to set themselves apart from their competition,” said Tiago Paiva, CEO of Talkdesk.

Main image at top: Talkdesk CEO Tiago Paiva (on screen) pictured with Welltel CEO Ross Murray

By John Kennedy (john.kennedy3@boi.com)

Published: 2 April 2021