Customer Success

YMCA empowers support system with Talkdesk Enterprise solution

By João Safara

0 min read

"Talkdesk offered a solution that met our immediate needs, future-proofed our contact center and enabled us to make changes simply and without occupying internal IT resources."

Rosie Pitchford-Byrd, service center director, YMCA of the USA.

Modernizing its aging on-premises support system was the first and main entry point that brought YMCA of the USA to Talkdesk. Instead of going through high upgrade costs to maintain an outdated system, the leading nonprofit organization chose the reliability and flexibility of Talkdesk Enterprise Cloud Contact Center instead.

YMCA of the USA supports 2,700 locations with approximately 20,000 fulltime staff and 600,000 volunteers who aim to empower a healthy and socially responsible lifestyle across 10,000 communities in the U.S. In order to support its YMCAs across the country with fast response time and high call quality, the organization urgently needed a stable solution that was customizable and easy to work with.

Talkdesk offers an available 100% Uptime Service Level Agreement (SLA) to guarantee quality control and provide YMCA of the USA a reliable connection for its internal stakeholders. Furthermore, the simplified customization features of Talkdesk Studio empowers contact center administration to self-manage, adjust and implement call routing flows, saving the IT department significant time and effort.

“Talkdesk’s clicks-not-code approach to call flow administration has had a significantly positive effect on our IT department’s resources,” said Gregory Van Den Ham, senior director, IT operations, YMCA of the USA. “Instead of dedicating a half-day or more to minor changes, the IT team is able to focus on higher priority issues while the service center can update and customize their system with ease.”

With the implementation of Talkdesk, the contact center team within the organization can now focus on higher priority issues, customize their system with ease and rapidly respond to their nationwide YMCAs, further promoting community development for more than 22 million men, women and children in the United States.

Want to learn more?


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.