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Edenred Portugal Innovates in Customer Service with Talkdesk and Vodafone

By Marco Costa

0 min read

call center quality management software
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Edenred Portugal, a subsidiary of the world’s leading group of prepaid solutions for businesses and the creator of the meal card, invests in the modernization and optimization of its customer service through innovative tools and agile processes. Its goal is clear: to provide customers a fast and easy-to-access communication channels that are fully integrated with their Customer Relationship Management (CRM) system, allowing customers to have a personalized and efficient service.


Talkdesk, the enterprise contact center platform, together with Vodafone Portugal, was selected to implement this service, which enables Edenred Portugal to integrate its customer management system with its customer service.


Mauro Borochovicius, General Manager of Edenred in Portugal, said, “With this investment we intend to provide a best in class service for the client companies that benefit from our services, reducing the customers’ waiting times, increasing the efficiency in the resolution of incidents, improving the internal procedures and, consequently, guaranteeing a high quality differentiating service.”

Annually, Edenred Portugal manages more than one hundred thousand telephone interactions, which generates about a quarter of a million interactions with the customer management system. This complexity required searching for a solution that would allow the optimization of processes and relationships with customers and partners and, at the same time, allow optimization of costs.


Marco Costa, General Manager of Talkdesk for EMEA, said, “Relying on Edenred in our customer portfolio confirms the quality of our solutions, which are experienced by a growing number of large companies. The confidence that Edenred is placing in our team is a result of the work we do every day and the added value our solutions guarantee to our customers.”


This is the first partnership between Talkdesk and Vodafone and its success opens the door to future businesses between these two companies that excel at innovation. “The Edenred project has created synergies between Talkdesk, where the best solutions for contact centers are developed, and a telecommunications giant in Portugal and throughout Europe, such as Vodafone. We are very excited about the products that can arise from this synergy,” added Costa.

"Edenred is a great example of innovation and success as the integration between the Cloud PBX based on the Vodafone One Net solution and the Talkdesk Contact Center solution results in an increased ability to deliver high call volumes with optimization of waiting times and efficiency in resolving customer orders. This integration between these two solutions in the Cloud can be easily replicated in customers with an equally complex and challenging management ecosystem."

António Reis Silva, Director of Products and Services in Vodafone Portugal

António Reis Silva, Director of Products and Services in Vodafone Portugal, said, “Edenred is a great example of innovation and success as the integration between the Cloud PBX based on the Vodafone One Net solution and the Talkdesk Contact Center solution results in an increased ability to deliver high call volumes with optimization of waiting times and efficiency in resolving customer orders. This integration between these two solutions in the Cloud can be easily replicated in customers with an equally complex and challenging management ecosystem.”


Vodafone One Net is a convergence solution between fixed and mobile communications, with more than 5 million users worldwide, which allows maintaining high levels of investment in platform development.


According to an independent study by Forrester Consulting on the Economic Impact of Talkdesk Enterprise software, it has been found that its customers reported benefits over € 6.1 million over the last three years, representing a Return on Investment (ROI) of 346 % and an increase of 19 points in the consumer loyalty indicator (Net Promoter Score).


About Vodafone


Vodafone Portugal is a global telecommunications operator with a convergent service recognized in all segments of the market. Leader in innovation, brand image and customer satisfaction, Vodafone Portugal currently serves over 2.7 million homes and businesses with its fast and reliable next generation network and has over 4.6 million mobile customers.


Vodafone Portugal is part of the Vodafone Group which is one of the world’s largest telecommunications companies, providing a range of services including voice, messaging, data and fixed communications. Vodafone Group has around 535,8 million mobile customers and more than 19,7 million fixed broadband customers


About Edenred


Edenred is the world leader in transactional solutions for companies, employees and merchants. Whether delivered via mobile, online platform, card or paper voucher, all of these solutions mean increased purchasing power for employees, optimized expense management for companies and additional business for partner merchants.


Edenred’s offer is built around three business lines:

  • Employee benefits  
  • Fleet and mobility solutions
  • Complementary solutions including Corporate payment, Incentive and rewards and Public social programs.

The Group brings together a unique network of 44 million employees, 770,000 companies and public institutions, and 1.5 million merchants.


Listed on the Euronext Paris stock exchange and part of the CAC Next 20 index, Edenred operates in 45 countries, with close to 8,000 employees.


In Portugal, Edenred is the supplier of the most used Meal Card in the country – Euroticket Refeição – with more than 400 thousand users who make daily transactions in a network of thousands of affiliated merchants.

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Marco Costa

Marco Costa has more than 18 years of software industry experience. He is currently responsible for leading Talkdesk operations in Europe, including the engineering center, and post sales and business expansion in EMEA. Costa holds a Master of Science in Computer Science from the University of Coimbra and a Global Executive MBA from INSEAD.

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