Talkdesk enables agents to work from home, offers comprehensive data security and delivers valuable business intelligence
SAN FRANCISCO – December 9, 2020 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced Clearly has moved its customer service operations to Talkdesk. One of the largest online retailers for prescription glasses, contact lenses and sunglasses, Clearly selected Talkdesk to empower customer service agents to work from home immediately due to COVID-19.
“The impact of COVID-19 threatened to shut down our customer service operations and we needed a way to continue supporting and serving our customers,” said Ben Rigano, director of customer service and operations, Clearly. “Talkdesk enabled us to remain operational in the midst of a crisis by quickly transitioning us from a traditional, onsite contact center to a remote workforce.”
With the onset of COVID-19 and social distancing needs, Clearly’s previous on-premises system was unable to support agents in remote locations. With its move to Talkdesk cloud-native solutions, Clearly quickly transitioned its entire customer service team to work remotely due to its flexible cloud platform. Talkdesk CX Cloud™ is built on microservices architecture to easily scale and grow with Clearly while supporting the company with a secure and stable platform backed by an available 100% uptime service level agreement (SLA)
In its move to remote-agents through Talkdesk, Clearly has full visibility into agent activities with Talkdesk Guardian™, a full suite of security controls unmatched in the cloud contact center marketplace. With security information delivered in real-time, including recommendations and warnings, Clearly can effectively manage internal and external security threats regardless of its agents’ location.
“The pandemic put significant strain on a vital component of business success — customer support and service,” said Tiago Paiva, chief executive officer, Talkdesk. “Through the agility of Talkdesk CX Cloud, Clearly was able to adapt quickly to a crisis by transitioning its agents to work from home in a matter of days, while improving its overall contact center operations and data security.”
Another top priority for Clearly in a new solutions provider was to gain valuable insight and visibility into its contact center performance. Robust Analytics & Insights from Talkdesk now offers Clearly real-time and historical metrics to leverage into actionable data to improve efficiency and reduce costs. With customizable dashboards offering live views of performance against SLAs and key metrics, Clearly can easily identify areas for improvement to coach agents and improve customer satisfaction.
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Talkdesk® is the cloud contact center for innovative enterprises. Combining enterprise performance with consumer simplicity, Talkdesk easily adapts to the evolving needs of support and sales teams and their end-customers, resulting in higher customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA rely on Talkdesk to make customer experience their competitive advantage. Learn more and request a demo at www.talkdesk.com.
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