Business Continuity

Internet Travel Solutions moves hundreds of agents to remote work with Talkdesk

By João Safara

0 min read

Travel & Hospitality Solutions

“Since moving to Talkdesk, we have shifted our entire workforce out of the office and into their homes, quickly and easily. Talkdesk is enabling our business, and our employees, to continue working through the coronavirus pandemic and future-proof our operations going forward,” said Thomas Levine, vice president, security and infrastructure, ITS.

Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and services to solve customer problems and provide long-term value.

Due to worldwide travel restrictions caused by the coronavirus (COVID-19) pandemic, and to ensure the safety and health of its contact center staff, ITS has moved hundreds of agents to a work-from-home (WFH) model by leveraging Talkdesk’s cloud-technology and remote tools. Talkdesk is an intuitive, hardware-free solution that allows agents to work anywhere, at any time using any device, guaranteeing operational efficiency through all stages of the customer experience (CX).

With the COVID-19 outbreak, ITS experienced a significant spike in customer demands which flooded its customer support system. Talkdesk’s cloud-native architecture enabled the necessary scalability to meet fluctuating demands and seasonal traffic. Backed by the industry’s first and only 100% Uptime Service Level Agreement (SLA) and a rapid pace of innovation, Talkdesk CX Cloud allows ITS to deliver outstanding customer service for a consistent, stable and bespoke CX.

ITS agents can also take advantage of valuable insights due to Talkdesk’s strong analytics and reporting capabilities. This AI-infused solution delivers both historical and real-time data that allows agents to access relevant customer information and offer personalized interactions. Talkdesk’s AI-powered solution gives contact center supervisors the tools they need to turn performance metrics into actionable items that improve contact center operational efficiency.

“The agility of Talkdesk’s cloud contact center allows companies to remain ahead of customer service trends and pursue an aggressive growth and expansion plan through a rapid pace of product innovation,” 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.