Interview With Kim Glennon, National Channel Director, Talkdesk

We recently sat down with Talkdesk’s, National Channel Director, Kim Glennon to get her insight on where the channel is headed as 2022 comes to an end. She shared some enlightening views on business technology trends, improving customer experiences, and more. Check out her responses to our questions below.

NXTSYS: What trends have you noticed most often for top-selling technology solutions?

Glennon: I think the best advisors can see the whole picture on behalf of their clients and don't zero in on one solution. There are a lot of synergies between specific UC and CC solutions, and not all integrations to CRM solutions are built the same. By taking a broader view of the customer and focusing on the specific "job to be done," then working with partners that have the right features and integrations, sellers can land bigger deals and better outcomes.

NXTSYS: Do you have any market trend projections for evolving solutions as we head into the latter half of 2022?

Glennon: There’s a lot of talk about the economy and a potential slow down of deals. It’s actually a great time to discuss technology, especially when competitive and financial forces are at play. Companies that lean into their customers’ concerns and focus on improving their agents’ performance will be able to uncover unbudgeted funds.

NXTSYS: As business technology needs continue to evolve through the aftermath of the pandemic, how is your company innovating its solutions to support the needs of U.S. businesses?

Glennon: Innovation is core to Talkdesk, and we continue to deliver new products and capabilities every week. The pandemic taught businesses they need a cloud strategy and solutions that support a distributed workforce. Even if everyone returns to the office, having inherent technology that isn’t dependent on the office allows better disaster recovery, zero-telecom-cost moves to new offices, and flexible work environments. Moving forward, companies need to harness customer and business data to drive self-service or agent-guided interactions that delight the caller and reduce agent talk time.

NXTSYS: Can you give us some highlights of your channel program?

Glennon: Certainly! On top of being named a 2021 Leader in the Gartner Magic Quadrant for CCaaS, partners respond to our:

  • Lucrative commissions
  • Marketing support when selling Talkdesk and CCaaS
  • Talkdesk certification program to help partners sell more, faster
  • Dedicated sales engineers

NXTSYS: Of course, NXTSYS knows how it has benefited from partnering with you. From your perspective, what do master agents like us get out of partnering with you?

Glennon: I’d have to say our marketing support. Our partners can take advantage of Talkdesk assets, email campaigns, co-branded events and webinars, and more through our partner marketing team and partner portal. They also gain access to a world-class organization that offers CX strategists to help customers build a tailored roadmap and business case for CX transformation.

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