San Francisco, CA, USA, April 21, 2020 -- Talkdesk(R), Inc., a cloud contact center for innovative enterprises, announced TAP Air Portugal, selected Talkdesk as its contact center solution. TAP replaced an inflexible and unreliable on-premises system with Talkdesk Enterprise Cloud Contact Center in one contact center for more than 200 agents. Due to social distancing requirements brought on by the coronavirus pandemic, TAP chose Talkdesk for its ability to deploy quickly and move agents to work from home. Throughout 2020, TAP will implement Talkdesk in all three of its contact centers for a workforce of nearly 500 agents.
"We accelerated Talkdesk implementation over the last two weeks to allow all our staff working from home. Thanks to Talkdesk’s successful and rapid deployment, we are all safe and working from home now," said Eduardo Correia de Matos, Customer Service Director, TAP Air Portugal. "This was a challenging project as we support more than 30 different markets and countries in five languages and several different skills, but Talkdesk was a good partner in this process, especially in this last phase when Talkdesk understood the urgency and delivered a solution quickly in a critical moment for TAP."
Integration with TAP’s Salesforce CRM database was a function its previous provider was unable to offer without significant system reconfigurations and notable upgrade costs.
"We are pleased that TAP Air, a global large enterprise, chose Talkdesk for their cloud contact center solution. Flexibility and the power to scale services up and down as business needs change is a core component of Talkdesk and exclusive to our cloud-native architecture," said Tiago Paiva, chief executive officer, Talkdesk. "Talkdesk offers customer service organizations a simple and easy path to customize their contact center using clicks, not code, while Talkdesk iQ streamlines processes with AI so simple, all you see are results."
Posted by Veronica Silva Cusi, news correspondent
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
Published: Wednesday, April 22, 2020
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