Driving market leadership with AI-Powered customer experience transformation.
call recording with AI-powered quality analysis.
system downtime incidents.
intelligent routing accuracy with Talkdesk Navigator™.
United Rentals retools customer experience with AI-powered CXA platform.
United Rentals, one of North America’s largest equipment rental companies, partnered with Talkdesk to modernize its customer experience infrastructure at enterprise scale. Leveraging AI-powered tools, the company achieved seamless, consistent service across 1,400+ locations, improved routing accuracy, enhanced agent productivity, and enabled end-to-end evaluation of every customer interaction.
"Our vision centers on removing friction from the customer journey while driving revenue growth. We're creating one unified experience where customers receive consistent and meaningful interactions regardless of touchpoint."
Andrea Brugger VP of Salesforce Effectiveness
Transforming customer experience at enterprise scale.
United Rentals’ strategic partnership with Talkdesk delivered measurable business impact across customer experience, operations, and agent performance. By implementing AI-powered solutions—including Talkdesk Copilot™, Talkdesk Navigator™ and Talkdesk Quality Management™, enhanced through Customer Experience Automation (CXA)—the company achieved 76% routing accuracy, with a roadmap to 80%, streamlined workflows, and enabled supervisors to focus on coaching rather than manual evaluation.
End-to-end AI evaluation of every customer interaction improved service quality and consistency across 1,400+ locations and offshore BPOs, while system reliability and operational efficiency increased, reducing disruptions and supporting scalable growth. High customer satisfaction scores were maintained throughout the transformation, reinforcing brand loyalty, enhancing revenue-generating interactions, and positioning United Rentals as a market leader with a future-ready, AI-powered foundation for continued innovation.
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