Press Release

Hoist Group adopts Talkdesk to improve customer experience for hospitality customers, support employee health with remote capabilities

Talkdesk CX Cloud boosts Hoist Group customer service capabilities with platform stability and improved voice channel quality


  • Talkdesk cloud infrastructure and 100% uptime SLA improve stability and powers better quality of customer service without interruption 
  • In response to COVID-19, Hoist Group leverages Talkdesk cloud flexibility to transition customer service team to work from home within days
  • Talkdesk enables Hoist Group to easily make changes to its interactive voice response (IVR) as needed, providing greater flexibility and support for customers 

SAN FRANCISCO – August 6, 2020 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced Hoist Group, a provider of holistic technology solutions to hoteliers around Europe, Middle East and Africa (EMEA) for over 20 years, selected Talkdesk CX Cloud™ to provide better voice support to its customers in the hospitality industry. Serving an industry that has suffered significant loss of business due to COVID-19, Hoist Group leverages Talkdesk cloud superiority to meet demanding service-level expectations from its customer base, which includes the largest hotel chains in the world. 


Hotel guests expect the same level of technology service as they do at home or at work. Hoist Group’s contact center addresses nearly 1,500 service calls per week from hotels committed to providing customers with an indelible customer experience. With its move to Talkdesk cloud solutions, Hoist Group has the flexibility to self-manage and customize its IVR, as needed. Hoist Group can also depend on Talkdesk to provide a stable contact center platform backed by the industry’s only 100% Uptime Service Level Agreement. With a TrustScore of 4.7 out of 5 through Trustpilot, Hoist Group is confident in Talkdesk as the contact center solution to best support its customer service team.


“The foundation of the hospitality industry is customer experience. Service outages and delays in addressing customer concerns are disastrous for companies in this space,” said Pedro Fonseca, head of service integration, Hoist Group. “Talkdesk allowed us to improve our response to customers and be closer to them, particularly in this time of need. Additionally, the flexibility and reliability of the platform allow us to innovate for our customers and provide a customer service operation that is responsive to their needs 24×7, 365 days a year.” 


In addition to supporting its customers through the challenges brought on by COVID-19, Hoist Group leveraged the flexibility of Talkdesk cloud software to quickly move its customer service operations out of traditional call centers. The company equipped all its service agents with the technology to work remotely as offices shut down and social distancing measures were taken by governments around the world. Talkdesk cloud contact center solutions allowed Hoist Group to complete the shift to remote agents in a matter of days without any service disruptions, providing business continuity peace of mind to its customers and employees.


“It’s been a very trying time in the travel and hospitality industry, and we are proud Talkdesk is able to provide solutions to new and difficult customer service challenges our customers are facing,” said Tiago Paiva, chief executive officer, Talkdesk. “Talkdesk business continuity solutions help companies move to the cloud quickly, enabling agents to comply with social distancing requirements by working from home, while future-proofing contact center operations through an aggressive cadence of innovation.”


Talkdesk recently announced $143 million in Series C funding, increasing the company’s valuation to more than $3 billion. This new round of funding reflects both investor confidence in Talkdesk’s business and the strategic role that superior customer experience plays among top global brands. 


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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 Hoist Group

Hoist Group has been providing holistic technology solutions to hoteliers around Europe, Middle East and Africa (EMEA) for over 20 years. We are a market leader in innovative Property Management System, Guest Internet Solution, Hotel TV Solutions, Locks and Interior Equipment. We have also recently launched Consulting Services, and a comprehensive Dashboard platform aimed at helping hoteliers modernize and make their businesses efficient and guest oriented. Headquartered in Stockholm with 23 offices across EMEA, Hoist Group has 600+ dedicated staff serving over 8,000 unique hotels. 


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.  


Media Contacts:

Gavin Gustafson

[email protected] 

(801) 560-0073