Global eCommerce Retailer Moves 1,000 Agents to Talkdesk

Talkdesk replaces on-prem call center software for growing online retailer

A major European eCommerce organization has selected Talkdesk to power their customer service operations. The company will move its entire customer service team, consisting of 1,000 globally distributed agents located in over a dozen countries, from an on-prem call center software provider to the Talkdesk Enterprise Contact Center Platform. Talkdesk was chosen over the nearest competitor for its industry-leading MOS scores backed by SLAs as well as its platform reliability, fast implementation, breadth of offering, seamless integrations, easy customization options and rapid scalability.

“The eCommerce retail market has countless variables which affect a company’s success with customer service often at, or near, the top of this list. Many online retailers see significant seasonal traffic fluctuations and need a flexible solution that can be adjusted accordingly,” said Tiago Paiva, CEO of Talkdesk. “Talkdesk’s cloud platform allows companies to increase agent numbers to meet seasonal spikes and reduce costs during slower periods by only paying for what is needed. This agility ensures operational cost efficiency while allowing companies to provide a consistently excellent customer experience.”

System stability, voice quality and platform scalability were high priorities for the company when deciding on a new contact center solutions provider. As a global retailer, GDPR compliance was a crucial need for and is confirmed as part of Talkdesk’s Spring 2018 release. The company relies heavily on the ability to scale from 350 to more than 1,000 agents to meet customer service demand fluctuations. With agents spread across multiple countries around the world, the company needed a easy-to-use that could be deployed quickly and easily trained on to activate and leverage the effective efficiency of at-home agents.

Talkdesk’s new customer cited the options to instantly add on new functionalities through the Talkdesk AppConnect Innovation Ecosystem as a key differentiator in their decision making process. The eCommerce company will use Talkdesk’s advanced reporting, WhatsApp and LINE integrations, QA and multiple channels including SMS, chat and voice to advance their operations. They will leverage Talkdesk’s Workforce Optimization solution to provide comprehensive business intelligence and insights through quality assurance, performance reports, desktop and call analytics to drive their customer experience forward.