Business Continuity

Advisors Excel moves 700 financial service agents to Talkdesk with plans to quadruple in size by end of 2020

By João Safara

0 min read

Talkdesk Financial Services

“Talkdesk’s commitment to innovation and development philosophy stood out to us, making it clear that Talkdesk was the right partner to advance and future-proof our customer service operations,” said Jared Arnold, chief information officer, Advisors Excel.

Advisors Excel is a US-based organization focused on building best-of-breed financial practices to bring unparalleled service to independent financial professionals while supporting every aspect of their business. With a combination of process expertise, product analysis and a sustainable financial platform, Advisors Excel creates business value for numerous companies both in the US and globally.

Struggling with a rigid, premises-based system that was too costly and time-consuming to customize, Advisors Excel chose Talkdesk® Enterprise Cloud Contact Center to immediately move their operations to the cloud and enable remote work for 700 agents. The company plans to grow by nearly 4x in 2020.

With their fast growth and rapid expansion plans, Advisors Excel selected Talkdesk’s scalable, cloud-native architecture to easily bring in new agents within minutes in order to meet growing business needs. Additionally, its architecture allows Advisors Excel to move away from an on-premises system and grant its agents remote technology to conduct customer support operations from anywhere.

The possibility to work from anywhere, on any device, was a leading factor of choice for Advisors Excel to ensure a safe and healthy workplace. With the coronavirus (COVID-19) pandemic striking nations worldwide, organizations are looking for a solution that guarantees both the safety of their staff and the continuity of their operations.

Last but not least, integration with Salesforce, as well as AI-infused analytics and reporting capabilities, also played an important role. These features allow agents to quickly and easily access both historical and real-time customer data via screen pops, greatly reducing time spent on manual searches and allow agents to focus on quality customer interactions.

“Flexibility and the power to scale services up and down as business needs change is a core component of Talkdesk and exclusive to our cloud-native architecture,” said Tiago Paiva, chief executive officer, Talkdesk.

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João Safara

João Safara has extensive experience in content production and management, and enjoys balancing that with people-driven initiatives such as supporting diversity and employer branding. In his free time, you can find João surfing through crime novels, relaxing at the nearest beach or imagining ways to create a more equal and positive society.