A Fortune 100 global media conglomerate is the newest enterprise to choose Talkdesk® as a trusted provider of contact center solutions. The media giant moves its customer support system to the cloud and provides more than 10,000 agents in 18 European countries with best-in-class customer experience tools, with plans to expand Talkdesk in more than 90 of its locations around the world by the end of 2020. This new partnership is the largest, single-instance cloud contact center deployment in the industry.
Talkdesk’s new client was struggling with a combination of eight different on-premises and cloud systems that translated into poor call quality, a 30% missed call rate and inadequate reporting to identify actionable correction items for both agents and supervisors.
The move to Talkdesk CX Cloud enables this Fortune 100 media leader to take advantage of a scalable, flexible and reliable solution, backed by the industry’s first 100% Uptime Service Level Agreement (SLA). The new client will further deploy Talkdesk in more than 90 locations around the world by the end of 2020.
Talkdesk’s cloud-native architecture is infused with strong artificial intelligence (AI) capabilities, powered by Talkdesk iQ™, that feed a series of robust Workforce Engagement Management™ tools. This will allow Talkdesk’s new client to have real-time access to actionable business intelligence in order to make immediate and informed improvement decisions. Additionally, the global media leader will make use of Talkdesk’s integration with ServiceNow in order to unify the experience of its agents and IT service desks.
Talkdesk cloud-native solutions easily allow agents to work remotely, anytime, on any device. Remote-work is a safety measure that contact center leaders are seeking now more than ever to ensure the health of their staff and prevent social gatherings. Talkdesk CX Cloud offers the operational flexibility companies need to meet evolving business needs.
“Business continuity solutions from Talkdesk provide companies with an easy path to the cloud, quickly pivot to agents to work remotely and offer a seamless way to survive COVID-19 and thrive in the new business reality,” said Tiago Paiva, chief executive officer, Talkdesk.
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