Dennis Johns, CEOWith customers interacting with businesses through multiple touchpoints, contact centers today need to deliver uniform, high-quality experience through every communication channel possible. To make the interactions customer-centric and improve the CEM, cloud is the magic bullet for all call centers worldwide. A multitude of providers are bundling end-to-end integrated cloud solutions to strengthen these centers’ service levels and enhance their customer retention strategies. Taking the lead among this crowd is TASKE, a Canada-based communications management company, provides contact centers with the tools they need for delivering superior customer service. As a one-stop answer for all contact centers requiring enterprise-level reporting and management, TASKE has successfully adopted the public cloud infrastructure for them. The TASKE software automates management activities providing operational control and flexibility at an economical price, enabling everyday businesses to achieve and exceed their service level expectations.
With a fairly straightforward cloud-based architecture, TASKE has completely transitioned from traditional premise-based software to a customer-driven hosted cloud environment, over the last year. Being inspired by what Amazon has done with its AWS division to take the lead in cloud licensing, Dennis Johns, CEO of TASKE, enabled its subscription-based model by rewriting the entire agreement, re-working on the backend CRM, and changing the billing and licensing capabilities.
TASKE offers four major products—Contact, Visualizer, Desktop, and Display Central. The company’s core product is Contact, a browser-based interface or master console, allowing the contact center supervisors to get enhanced real-time views of all callers waiting for or speaking with agents. The visualizer component is an additional piece allowing the supervisor to find the details of any call back in time as accurately as finding a needle in the haystack. This piece enables a historical reporting on all inbound, outbound, and internal call activity as well as call search tool with cradle-to-grave call view. The desktop dashboard is like a little ticker tape on the top of the agency supervisors’ screens, showing the intricate details of a call center, including the number of calls in queue.
Despite having tight partnerships with eminent vendors like Cisco and Avaya, TASKE is quite independent of its operations
Display central is a large TV screen display in the call center placed in the proximity of 20 to 30 agents. Web pages with news or other relevant announcements can be put up on the screen to cater to a group of people at once. TASKE has additionally introduced Call Recording, an application that supports PCI compliance, enabling customers to choose calls to record. The company also has re-architected and upgraded its entire browser components to html5 providing more advanced user interfaces and reporting visibility.
Despite having tight partnerships with eminent vendors like Cisco and Avaya, TASKE is quite independent of its operations. Carousel Industries and ConvergeOne are among TASKE’s other eminent integrators. Adding more value to the Cisco integration, TASKE has a core partner, Presidio. While Cisco manufactures the systems, it is the integrators that take those systems to add all the pieces provided by TASKE and implement it for the customer. TASKE also has a services department that specializes in providing customized solutions vendor-agnostically.
Dealing with fairly well-established companies, TASKE plans to move forward in two directions—one is through Cisco and Avaya-based contact verse, and the other is implementing Amazon’s call center product called Connect. TASKE’s near-future objective is to shift all its new and existing customers to a hosted environment and take leadership with a new cloud enterprise call center based on the concept of Amazon’s Connect. Providing customers with access to their patent elastic cloud website, TASKE is already on the edge of the contact center management solutions landscape.