ITS selects Talkdesk for the reliability of its cloud contact center solutions and flexibility to support business continuity through the COVID-19 pandemic
SAN FRANCISCO – April 30, 2020 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced Internet Travel Solutions moved hundreds of agents to Talkdesk Enterprise Cloud Contact Center. As a leading, global travel management company, Internet Travel Solutions (ITS) is experiencing a significant increase in customer service calls due to travel changes and restrictions brought on by the coronavirus pandemic. Leveraging the scalability of the cloud and flexibility of Talkdesk business continuity solutions, ITS is prioritizing the health and safety of its employees by quickly shifting all agents out of its brick and mortar contact centers to working from home and successfully handle clients’ service needs.
“Previously we were unable to offer our agents the option to work from home because our provider could not offer any kind of call quality assurances,” said Thomas Levine, vice president, security and infrastructure, ITS. “Since moving to Talkdesk, we have shifted our entire workforce out of the office and into their homes, quickly and easily. Talkdesk is enabling our business, and our employees, to continue working through the coronavirus pandemic and future-proof our operations going forward.”
Talkdesk’s scalability was a crucial differentiator in ITS’s decision to move its operations to Talkdesk Enterprise Cloud Contact Center. The ability to adjust service levels to meet fluctuating demands and seasonal traffic spikes will help ITS reduce costs and keep pace with client needs while improving contact center efficiency. With a reputation for consistency and stability, backed by the industry’s first and only 100% Uptime SLA, Talkdesk offers a reliable contact center platform to support ITS’s focus on providing its clients with guaranteed savings, advanced technology and superior customer service. Talkdesk’s rapid pace of product innovation, will provide ITS with a consistent connection to its customers and guarantee the latest industry advancements are always available to its customer service team.
“Today’s forward-thinking enterprise organizations are making customer experience a competitive advantage with Talkdesk and transforming their contact centers to keep pace with customer demand,” said Tiago Paiva, chief executive officer, Talkdesk. “The agility of Talkdesk’s cloud contact center allows companies to remain ahead of customer service trends and pursue an aggressive growth and expansion plan through a rapid pace of product innovation.”
Among the top priorities for ITS in a new solutions provider was to gain valuable insight and visibility into its contact center performance. Robust Reporting & Analytics from Talkdesk provide ITS 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 SLAs and key metrics, ITS can easily identify areas for improvement to coach agents and improve customer satisfaction.
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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.
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