Ventegra Llc

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Talkdesk Case Study

Ventegra Llc

Introduction

This case study of Ventegra LLC is based on a November 2021 survey of Talkdesk customers by TechValidate, a 3rd-party research service.

“We are using Talkdesk Phone, Quality Management, and Feedback and are hoping to move our Workforce Management platform over to Talkdesk.”

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:
- Poor value for money
- Lack of innovation
- Difficult to use
- Difficult/inability to integrate with other services/systems
- 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:
- Call quality
- Value for investment
- Ease of use
- Ease of customization & administration
- Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)
- Support/service

Results

The surveyed company achieved the following results with Talkdesk:

Level of improvement on the following since using Talkdesk:
- Customer satisfaction improvement (CSAT, NPS scores): 50%-74%
- Agent satisfaction or productivity: 50%-74%
- Handle/resolution improvements: 50%-74%
- Reduced costs: 10%-24%

They improved customer satisfaction by 50% since implementing Talkdesk.

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.

Learn More:

Talkdesk

TechValidate Research on Talkdesk

Ventegra Llc

Introduction

Challenges

Use Case

Results

Company Profile

About Talkdesk

About This Data