Talkdesk Medium Enterprise Computer Software Company

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Talkdesk Case Study

Medium Enterprise Computer Software Company

Introduction

This case study of a medium enterprise computer software company is based on a November 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We use Talkdesk for a call center that answers calls for over 700 different storage facilities. Talkdesk allows us to keep track of what everyone is doing and provides most of the reports we need. We also utilize Talkdesk Workforce Management for scheduling and forecasting purposes.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Talkdesk:

The business challenges they were experiencing with their call/contact center software that led them to implement Talkdesk:
- Lack of innovation
- Inability to scale
- Poor support/service

Use Case

The key features and functionalities of Talkdesk that the surveyed company uses:

The Talkdesk capabilities that were most important to them when evaluating competitive or alternative solutions:
- Ease of use
- Ease of customization & administration
- Capability to scale
- Support/service
- Reliability

Results

The surveyed company achieved the following results with Talkdesk:

Level of improvement on the following since using Talkdesk:
- Ability to meet SLAs: 75% or more
- Agent satisfaction or productivity: 75% or more
- Handle/resolution improvements: 50%-74%
- Reduced costs: 0 to 10%

How using Talkdesk impacts their day-to-day experience as a CX professional:
- With Talkdesk, they have more information to make better decisions: strongly agree
- With Talkdesk, they’re able to help their customers more effectively: strongly agree
- With Talkdesk, they’re able to help their customers more efficiently: strongly agree
- With Talkdesk, they can connect with customers anytime, anywhere: agree

About Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience.

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Talkdesk

TechValidate Research on Talkdesk