Business Continuity

Fortune 100 healthcare company ensures business continuity by moving 1,500 agents to Talkdesk

By João Safara

0 min read

Talkdesk for Healthcare Contact Center Solutions

A Fortune 100 healthcare leader is the latest addition to a number of enterprises moving to Talkdesk® Enterprise Cloud Contact Center. The renowned healthcare company is ensuring business continuity in this time of crisis by supporting its employees in the transition to a remote way of working.

Talkdesk’s new customer previously relied on a combination of aging on-premises systems for its contact center operations. These systems led to wide-spread inefficiencies and inadequate reporting to identify and correct problem areas. The struggle to provide powerful customer support and the need for a cloud-based solution designed to empower a remote workforce brought the organization to Talkdesk.

Talkdesk was deployed in 24 hours and enabled 1,500 agents to start working with Conversations Mobile App. Conversations Mobile App allows service staff and sales representatives to handle inbound and outbound calls anytime, anywhere from their mobile devices.

This leading healthcare company operates throughout the United States and regularly adds more than 3,000 seasonal agents each year. Talkdesk’s intuitive, adaptable and easy-to-use architecture will allow the company to scale up and down as needed, equipping agents in a matter of seconds and providing online training and certification through Talkdesk Academy.

Furthermore, Talkdesk Workforce Engagement Management suite offers the company a robust series of AI-infused capabilities to actively engage employees, using tools dedicated to forecasting, scheduling, quality and performance management, and much more. Talkdesk’s new customer can now proactively monitor performance and other contact center metrics through data-driven, real-time inputs.

“Talkdesk Business Continuity solutions offer fast and easy transitions to the cloud, enabling companies to comply with social distancing recommendations by shifting agents to work-from-home environments, providing staff safety and boosting customer confidence,” 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.