Cherwell Software selects Talkdesk Enterprise Contact Center Platform for ease-of-use and robust reporting capabilities
SAN FRANCISCO, August 14, 2018 — Talkdesk, the enterprise contact center platform and fastest growing Contact Center as a Service provider, today announced Cherwell Software, a global leader in enterprise service management, will shift its contact center operations from its current system to Talkdesk’s modern-day enterprise platform. Citing ease of use and set up, fast implementation and cloud flexibility, Cherwell chose Talkdesk to support its customer service operations across three contact centers supporting over 1,700 customers, to the Talkdesk cloud platform.
“We knew that moving to a cloud solution would give us more options including giving us the reporting that we wanted, along with ease-of-administration when changes needed to be made quickly,” said Bill Burch, Vice President of Customer Service at Cherwell Software. “We did not expect the Talkdesk implementation to be so fast, approximately three weeks, and seamless – no disruptions. We look forward to reducing the onboarding timeline for new agents and increasing our CSAT through analytics reporting.”
Cherwell has experienced unprecedented growth since launching its flagship IT Service Management product in 2007, fueled by rapid adoption that has exceeded industry growth, expansion globally, and supported by new investor interest that translated into raising $172 million in April 2018. With this success came customer service frustrations brought on by a legacy system that no longer met their needs. Cherwell needed a platform that allowed them to analyze their customer data, more closely monitor CSAT and decrease hold time. Additionally, Cherwell’s decision was motivated by Talkdesk’s easy implementation and ability for their staff to make simple, self-service changes like adjustments to IVR prompts and call flows.
“Talkdesk is pleased to support Cherwell with our powerfully simple, seamlessly connected and endlessly adaptable contact center solutions,” said Tiago Paiva, CEO of Talkdesk. “Our intelligent contact center platform makes it simple for enterprises like Cherwell to achieve their goals, including the continuation of its high CSAT results and customer retention. That’s why hundreds of enterprises are choosing Talkdesk over on-premises legacy players.”
Growth was also a key factor in Cherwell’s decision to select a scalable cloud solution from Talkdesk. With increasing headcount growth, Cherwell looks to expand their customer service operations beyond the three contact centers in the U.S. and U.K. by adding more remote, at-home agents. Requiring only a high-speed internet connection to add and activate agents on the Talkdesk platform was a key differentiator for Cherwell as they leverage this flexible technology to grow its support functions and meet their customer service goals.
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,800 innovative enterprises around the world with thousands of seats, including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.