Tikal Networks Executive Interview
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.
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
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
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
would say that it is important that SMBs and even mid-market companies have a
unified resource for their communication requirements.
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.
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.
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.
have Tikal's international growth been received since you began expanding recently?
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
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.
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.
are exciting times and we have strong expectations for our growth in numerous new
markets around the world.