Press Release
Talkdesk customers experienced benefits of $9.52 million, independent study reveals
Brands using Talkdesk CX Cloud and Talkdesk Ascend AI saw payback within six months of implementing Talkdesk to modernize and automate their contact centers
SAN FRANCISCO—December 2, 2024—Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced the results of a 2024 Forrester Total Economic Impact™ (TEI) study conducted by Forrester Consulting and commissioned by Talkdesk. Based on Talkdesk customers’ experiences and results aggregated into one composite organization, the study found that brands using Talkdesk CX Cloud™ experienced benefits of $9.52 million over three years by modernizing their contact center.
After the investment in Talkdesk CX Cloud, the interviewees revamped their contact centers — integrating and embedding Talkdesk CX Cloud with their core business applications, increasing agents’ efficiency, eliminating legacy spend, and improving customer and employee experience.
Based on Forrester’s interviews and financial analysis, a composite organization using Talkdesk experienced:
- Considerable ROI: Return on investment of 208% over three years and payback time in under six months.
- Faster, automated customer experience: Up to 60% of calls were contained or deflected due to AI-powered self-service channels that quickly answered common questions without needing live assistance.
- Greater contact center efficiencies: Talk time was cut by up to 25% due to Talkdesk Ascend AI™ routing calls to the correct agent and enabling agents to quickly access customer information and reduce time spent on authentication or navigating systems.
- Higher sales opportunities: By reducing abandonment rates up to 75% with capabilities like Talkdesk Navigator™, agents could convert sales calls that would otherwise be lost.
- Improved agent experience: Agent churn was reduced by 20% when agents had access to sophisticated AI-powered tools that reduced routine tasks. Over three years, the composite Talkdesk customer saved $1.7 million in costs related to hiring new agents.
For more insights and findings about modernizing customer experience with Talkdesk, download the full study, The Total Economic Impact™ Of Talkdesk CX Cloud, or attend the webinar, How to Build Your Business Case for AI Adoption in 2025, on December 12, 2024.
Supporting Customer Quotes
Client care manager, financial services, said: “We have been very happy with Talkdesk and all of its abilities. They offer a lot to us … and they have offered amazing assistance throughout the whole two years that we have had them so far.”
Director of global operations and communications, said: “I think what has really made Talkdesk shine is their partnership. They meet with us regularly, they put us in front of their product team, and they are consistently looking to improve and enhance their product based on our business use case and our needs.”
Senior vice president of sales, moving and storage, said: “The bottom line is the ROI on the Talkdesk investment is the most valuable investment that we’ve made at the company since I’ve been here.”
Total Economic Impact Framework and Methodology
From the information provided in the interviews, Forrester constructed a Total Economic Impact™ framework for those organizations considering investing in Talkdesk CX Cloud. The framework’s objective is to identify the cost, benefits, flexibility, and risk factors that affect the investment decision. Forrester took a multistep approach to evaluate the impact that Talkdesk CX Cloud can have on an organization.
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.
Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
Media Contact:
Talkdesk Public Relations