Business Continuity

IT Naturally enables remote work with Talkdesk Enterprise Cloud

By João Safara

0 min read

Contact Center Team Productivity

“In the rapidly changing landscape we all now find ourselves in, it’s imperative that the connection between us and our customers is always open and stable,” said Richard Gardner, chief executive officer, IT Naturally.

IT Naturally is a UK-based organization focused on delivering best-of-breed IT infrastructure service management, ensuring the foundations supporting business systems and users across the globe are always operational, ready to go and secure.

With its headquarters experiencing the work-from-home shift and social distancing brought on by the coronavirus (COVID-19) pandemic, IT Naturally opted for Talkdesk® Enterprise Cloud Contact Center to support business continuity initiatives, keep operations moving forward and equip agents with best-in-class tools to work from anywhere.

The contact center space is the lifeblood of IT Naturally as it is crucial for the organization to keep IT customer operations up and running at all times. Its previous contact center system revealed frequent service interruptions and costly downtime. In addition, the COVID-19 crisis highlighted the need for a trustworthy solution that allows staff to work remotely.

Talkdesk has ensured business continuity for IT Naturally, moving their contact center to the cloud and giving their agents the right tools to work anywhere, on any device. Stability and consistency for the contact center system have been further guaranteed by the industry’s first and only 100% Uptime Service Level Agreement (SLA), which is part of the DNA of Talkdesk’s cloud-native solutions.

As a customer-obsessed partner, helping organizations maintain their business operations and avoiding any disruption in customer relationships has been the primary goal for Talkdesk. Being part of an organizations’ continuity and success during this crisis and in the long-term, further strengthens Talkdesk core values.

“We are excited to be the foundation for IT Naturally’s outstanding customer experience and help desk operations with a flexible solution to aid critical business continuity, provide staff safety and boost customer confidence,” said Tiago Paiva, chief executive officer, Talkdesk.

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João Safara

João Safara has extensive experience in content production and management, and enjoys balancing that with people-driven initiatives such as supporting diversity and employer branding. In his free time, you can find João surfing through crime novels, relaxing at the nearest beach or imagining ways to create a more equal and positive society.