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Tikal Networks Executive Interview

Doron Dovrat, CEO, Tikal Networks

Doron Dovrat, CEO Tikal Networks 

Tikal Networks is an Israeli-based vendor of omnichannel customer interaction solutions. The company is focusing on the SMB and mid-market segments and is currently expanding in the United States and other markets around the world.

How does your solution deliver the benefits of a large custom-built cloud-based call center to SMBs at a significantly lower price point?

Most vendors are targeting mainly large enterprise customers. Along with their advanced functionality comes a high price tag as well as in many cases, complex deployment processes and expensive maintenance activities. For most SMBs and even some mid-market companies, these systems are well beyond their budgets and capacity to manage.

For Tikal Networks, this gap represents a great market opportunity which we are pursuing. We have intentionally designed our solution to be easy to implement and operate, even in multi-site deployments. At the same time, our solution is highly intuitive to both configure and use. Along with appropriate pricing, these are mandatory requirements for SMB customers. All of this is done without compromising on features and capabilities.

Just last week, we had a conference call with a potential new reseller with whom we are considering working. Within an hour, we installed our entire system on this potential reseller’s cloud environment and configured the queue management and other essential parameters to specific requirements the reseller provided us.

Another important benefit for the SMB market is that we offer flexible deployment options. Our solution can be deployed from either the cloud or on-premise. It is no surprise that SMBs generally prefer cloud-based deployments. There are also certain situations in which hybrid deployments are required for which we can comfortably run our system partially on premise and partially from the cloud.  

Many businesses acknowledge the importance of delivering omnichannel  customer service, but few have made much progress in making it happen. Can you discuss the advanced contact center functionalities built into your solution to provide expanded omnichannel capabilities?

Yes, omnichannel is certainly the future of customer interaction efforts. Many enterprises and large government organizations have begun combining multiple communication channels in their customer service and support processes.

For instance, a few days ago I called my mobile service provider. Immediately after the call, I received an SMS confirming my order, which was followed up by an email containing additional information.

These omnichannel customer service efforts go a long way to improving customer service and strengthening customer loyalty. However, these activities are often complex processes that can involve multiple systems, especially when dealing with messaging applications and social media. Until now, only large enterprises have generally had the capacity in terms of budgets and IT resources to design and implement such omnichannel processes.

We want to bring these omnichannel capabilities to the SMB segment. Today, emails and SMSs are a standard form of communications. In some sectors, faxes are still used, while there is growing acceptance of using messaging applications.

In our Tikal Contact Center solution, omnichannel communications are made available in a continuous process in one system. For example, a customer interact process that can begin with an online chat should, if necessary, move to a phone conversation and finish with an SMS or email in a single workflow. Likewise, if the online chat or phone call is disconnected, the business should have immediate availability to other communication channels with its customer.   

Why do you believe it is important for businesses to have a single go-to resource for all of their communications needs?

I would say that it is important that SMBs and even mid-market companies have a unified resource for their communication requirements.

Today, communication systems are no longer standalone systems. These systems combine several subsystems and are integrated with other external systems, such as CRM, BI and ERP systems. Businesses, regardless of their size, will make the best out of their systems when they are seamlessly integrated.

While enterprises and other large organizations have the budgets and IT resources to define complex processes that combine multiple systems it is important for the smaller organizations utilize a unified resource. This will save significantly on both initial and ongoing IT costs and management overhead.    

In what ways does Tikal Contact Center system enable effective real time management of sales and service center activities?

From a functionality perspective, our Tikal Contact Center solution handles all incoming, outgoing and blended customer interactions processes. The solution includes everything that you would expect from an advanced contact center system. We have built our system with many efficient real-time monitoring, reporting and control features. We also include integrated CTI, built-in call recording, automatic dialers, multi-level IVR and more.

For managers and supervisors, there are dashboards with real-time displays of system parameters. In addition, our system enables the shift manager to listen to any call and, when required, to whisper and consult to the relevant agent. On top of this, we are currently integrating voice analytic capability that will enable real-time improvements to customer satisfaction issues and be used for training purposes and agent performance evaluations.

How have Tikal's international growth been received since you began expanding recently?

Here in Israel, the market for technology solutions is very demanding. We have a strong customer base of prominent SMBs and mid-market businesses in the financial services, government, transportation, travel, manufacturing, health care and many other sectors. We are proud to say that we have helped our customers improve their customer service efforts in an efficient and cost-effective manner.

We are in the initial stages of our international expansion and are pleased with our progress. Tikal has a strategic plan in place to replicate this success in the Israeli market in new regions around the world.

We are currently focusing on building a network of sales channel partners. This includes resellers, technology consultants and system integrators. So far, we have established strong relationships with sales channel partners in the United States as well as countries in Europe and Asia. With each sales channel partner, we provide extensive knowledge transfer and build a joint strategic market penetration plan.

These are exciting times and we have strong expectations for our growth in numerous new markets around the world.