Companion Protect Pet Insurance to strengthen contact center operations with Talkdesk CX Cloud

Talkdesk cloud solutions will enable Companion Protect to offer seamless customer experience and improve operational efficiency

• Companion Protect pet insurance to avoid contact center closures and layoffs due to COVID-19 by leveraging Talkdesk cloud flexibility to easily transition agents to work from home
• Talkdesk Workforce Management will enable Companion Protect to meet the needs of its customers by optimizing staffing to maintain ideal service levels
• Talkdesk CX Cloud expected to cut reporting time by 80 percent for Companion Protect with real-time insight and visibility into contact center performance

SAN FRANCISCO — July 14, 2020 — Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced Companion Protect™ selected Talkdesk CX Cloud™, an end-to-end contact center solution on a single platform as its contact center provider. Talkdesk CX Cloud will enable Companion Protect, a leading pet health insurance company, to create a seamless customer experience for pet parents.

The operational flexibility of Talkdesk CX Cloud will benefit the company’s workforce as Companion Protect employees continue to operate from home due to COVID-19 office shutdowns. Talkdesk cloud solutions offered Companion Protect an easy transition path for customer service teams to work-from-home. The company added Talkdesk Workforce Management to optimize staffing and maintain ideal service levels to meet the needs of its customers. 

“Our previous solution was outdated, and moving to Talkdesk allowed for us to explore work from home scenarios,” said Randy Staats, vice president of technology, Companion Protect. “Our business depends on supporting and meeting the needs of worried pet owners and Talkdesk CX Cloud is the backbone of our customer experience operations.” 

Among the top priorities for Companion Protect pet insurance in a new solutions provider was to gain valuable insight and visibility into its contact center performance. The company’s previous contact center platform had limited reporting capabilities needed to measure its customer operations. Robust Analytics & Insights from Talkdesk will provide Companion Protect with 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 service level agreements (SLAs) and key metrics, Companion Protect can easily identify areas for improvement to coach agents, improve customer satisfaction and have reduced time spent on reporting by nearly 80 percent with Talkdesk CX Cloud.   

“Limited or inaccurate reporting can be a matter of futility for customer support teams, costing them considerable man-hours on something that should be automated and done in the background,” said Tiago Paiva, chief executive officer, Talkdesk. “Talkdesk CX Cloud takes the busy work out of reporting for Companion Protect and enables its support agents to focus on what’s most important; the customer.” 

Additional Resources: 

• Learn how Talkdesk Business Continuity keeps business moving forward, even in times of uncertainty
• See how Talkdesk Mobile Agent™ enables a remote workforce, engaging with customers anywhere, any time 
• Educate yourself on The Basics of Employing Remote Call Center Agents
• Check out Talkdesk’s prestigious list of awards and recognition, including recent recognition as a Leader in the 2019 Gartner CCaaS Magic Quadrant, North America

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About Talkdesk

Talkdesk® is the cloud contact center for the customer-obsessed. 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 Peloton, rely on Talkdesk to make customer experience their competitive advantage. Learn more and request a demo at www.talkdesk.com.

About Companion Protect

Companion Protect™ is committed to providing the highest quality of health care coverage for pets. With an innovative and experienced team of industry experts, we focus on providing pet parents with affordable, comprehensive and simple coverage options for the four-legged members of their family. The company is privately held and rapidly growing.

Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.  

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