Architecting High-Caliber Call Center Management Solutions for Day-to-Day Businesses TASKE Technology Inc.

“All departments in our company focus on quality customer interactions. This includes sales, service, and finance ensuring the customer’s transaction and installations are seamless.”

Your contact center is an important part of your business. In many cases, customers’ impressions of your business are formed solely based on their interaction with your agents.

As a total solution provider, TASKE Technology Inc. Is committed to providing contact center and other business managers with the information they need to enable them to optimize customer interactions, drive operational efficiency, facilitate innovation and curb customer frustration.

TASKE solutions are available on premise, or hosted in the cloud, licensed as Perpetual or as a Subscription.

TASKE provides companies with the tools they need to ensure their customers receive the superior customer service they deserve. The company-built software automates management activities providing operational control and flexibility at an economical price, enabling everyday businesses to achieve and exceed their service level expectations. Moreover, TASKE offers superior technical support and expert services for all its products – it has an excellent reputation for offering proven, robust, and affordable products.

The company was founded in 1989 and is headquartered in Ottawa, Ontario.

Dennis Johns: Interview Highlights

What was the reason behind the genesis of TASKE Technology Inc.?

TASKE was created to provide Contact Center real-time and statistical information to operational management. The company’s growth has been driven by the addition of new Contact Center platforms, and the development of new software modules, further extending its capabilities.

In our early stage, we focused on one Contact Center platform which created a significant amount of risk. Over the years, we have refocused on several strategic platforms including Avaya and CISCO.

How successful was your first project?

It was a lengthy offsite project in Green Bay, Wisconsin for an insurance company. With access to a large “live” site, we were able to construct the core product and achieve our first satisfied customer.

“Earning trust and respect of consumers all around the world is through consistent focus on delivering high quality in all of our actions.” How do you interpret this statement?

All departments in our company focus on quality customer interactions. This includes sales, service, and finance ensuring the customer’s transaction and installations are seamless. On-going customer support and communication enable ongoing satisfaction and trust.

How do you maintain your customers’ trust and loyalty?

Our customer retention levels are exceedingly high – this is the result of our proactive approach to customer service. We contact our customers directly on a regular basis to verify their satisfaction, provide updates, and check for additional requirements. We offer a variety of service programs to perform technical Health Checks on customer systems.

How do you stay relevant to the consumer interests and needs in this highly volatile market?

We maintain a focus on our key deliverable which is actionable information for members of the Contact Center team. Although technology and business environments change, the key metrics required to run an efficient Contact Center remain constant.

What is your ability to adapt and adjust according to the market condition?

Our management team utilizes a fluid approach to planning. This enables us to react in real-time to changing business conditions and technologies. The most dynamic changes we experience are most commonly upheaval in sales channels and platform market share adjustments.

What are the five factors that have been the biggest asset to your organization?

• Ability to adapt to technology trends,
  
  
• Positive Cash Flow,
  
  
• Sales Channel Development,
  
  
• Excellent Product Quality,
  
  
• Effective Marketing.

Do you have any new products ready to be launched?

TASKE’s next product launch will be a completely new technology to support Contact Center Management for the AWS Connect cloud platform. The initial module will provide sub-second real-time consoles along with the ability to replay any point in time to review operational anomalies. We predict Connect will be a dominant platform in the Enterprise Contact Center cloud market.

Where do you see your company a couple of years from now?

We expect to transition completely from a Premise-Based Licensing model to a Usage-Based Cloud Subscription model. This will impact all departments of the company and require a significant shift in business processes and product architectures.

The Ardent Visionary Behind the Success of  TASKE Technology Inc.

Dennis Johns

Dennis Johns, Founder, serves as the Chief Executive Officer of TASKE Technology Inc. Being inspired by what Amazon has done with its AWS division to take the lead in cloud licensing, Mr. Johns enabled its subscription-based model by rewriting the entire agreement, re-working on the backend CRM, and changing the billing and licensing capabilities.

Prior to founding TASKE Technology Inc., he worked as a software developer in Mitel, where he developed several different DOS-based utilities. Mr. Johns holds a bachelor’s degree in Electrical Engineering from McGill University. He also earned a degree in Applied Sciences from Marianopolis College.

“We maintain a focus on our key deliverable which is actionable information for members of the Contact Center team. Although technology and business environments change, the key metrics required to run an efficient Contact Center remain constant.”