Customer Success

Gridworks Selects Scalable Talkdesk Cloud Solution to Support Fast-Growing Contact Center

By Liz Pedro

0 min read

"The scalability and flexibility that Talkdesk gives us allows us to focus our efforts on creating a better experience for members."

Gaven Singh, Director of Technology, Gridworks IC

I have the best job in the world! For 13 years, I have worked with customer advocates. When I met Gaven Singh, Director of Technology at Gridworks IC, last fall at Opentalk18, I knew I had met a huge Talkdesk fan. As I interviewed him for his video testimonial I could feel his energy and passion for Talkdesk. It was obvious that Gaven had benefited greatly from implementing Talkdesk and I was excited to share his success story.

Gridworks IC is a white-label operator of high quality non-emergency medical transportation (NEMT) services for Medicaid managed-care health plans. They work with community partners to integrate and support existing systems to deliver the highest-quality NEMT services possible. They were founded in 2016 with the mission to build the world’s best NEMT system in Portland, Oregon.

Their growth has been stellar since they were founded, and in June 2018 they realized their inflexible contact center didn’t allow them to deploy agents at the rate they needed. They also were looking for consistent, reliable service.

Gridworks IC selected Talkdesk, and since moving to the enterprise cloud contact center not even a year ago, they have grown to 200 agents. Talkdesk has been a lifesaver for Gridworks IC. The solution’s easy-to-use interface allowed them to deploy new agents and IVRs in minutes. Other benefits have included:

  • Data-driven decisions from real-time insights
  • Shorter hold times
  • Shorter queues
  • Increased productivity

Gaven concludes, “Since introducing Talkdesk into our ecosystem, we have seen significant reductions in handle times, hold times and abandon rates. Offering our agents a better experience has made them more efficient and productive, which transfers to our callers as an outstanding member experience.”

Want to learn more?


Liz Pedro

Liz is Customer Marketing Director at Talkdesk. She loves customer advocates, reading to hit her 2019 goal of 200 books, laughing and making even the most resistant of people smile!

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