Talkdesk’s contact centre technology delivers a great user experience for agents and enhances the airline’s customer satisfaction.
Talkdesk, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, announced that German airline Condor has selected Talkdesk to bring its contact centre platform in-house and enhance its customer experience through a modern, unified approach.
Condor will implement and deploy several Talkdesk solutions. Talkdesk CX Cloud™ will provide the airline with a modernised, cloud-based contact centre platform. Condor will use Customer Experience Analytics to turn customer conversations happening inside its contact centre into actionable customer intelligence that will allow the company to make improvements – a benefit that was not previously possible when the airline’s contact centre solution was outsourced.
Talkdesk for Salesforce will allow Condor to integrate its contact centre with its customer relationship management (CRM) system. Giving agents full contact centre functionality inside Salesforce will help them seamlessly personalise every customer interaction without needing to toggle between systems. Both solutions empower agents to resolve customer inquiries faster and more efficiently, which reduces the average handling time (AHT) and improves agent experience and customer satisfaction.
“We wanted greater control over our customer service delivery and the ability to increase customer satisfaction,” said Julia Reinhardt, Head of Customer Care at Condor.
“The Talkdesk leading-edge contact centre technology was the best choice for us; we can streamline customer service interactions with the applications we need all in one place and get seamless integration of our contact centre with our CRM. This functionality creates so much efficiency and helps us deliver personalised interactions every time.”
Condor was drawn to Talkdesk because of the company’s ability to deliver a future-proofed investment. The airline recognised the need to continually adapt its customer service to address changing market demands and consumer expectations. Talkdesk’s scalability and AI innovation, with multiple AI-powered applications available to adopt at any time within the Talkdesk CX Cloud, were clear benefits.
“Talkdesk is proud to add Condor as a customer and be a trusted partner as the company takes its customer service in-house. Our next-generation cloud architecture is perfectly equipped to keep Condor’s call centre agile and efficient to delight both agents and customers,” said Tiago Paiva, Chief Executive Officer and Founder of Talkdesk.
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