TASKE Technology: Optimizing Customer Interaction for Call Centers

With 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.