Consulting Firm Selects Talkdesk to Power Remote CX Operations

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Filed under - Contact Centre News,

Talkdesk have announced that Unified Smiles selected them to modernize its customer experience operations with cloud solutions.

Unified Smiles, a national consulting firm helping independent dental offices strengthen their business, needed to consolidate its business development and customer service operations onto one, end-to-end solution to improve its customer experience.

The company chose Talkdesk for its reputation of reliability, backed by an available 100% Uptime SLA, cloud scalability to support Unified Smiles’ growth plans and tight integration with Salesforce.

“Prior to implementing Talkdesk, we were using a contact center solution purchased over a decade ago,” said Guy Flannery, chief financial officer, Unified Smiles.

“We were sold on Talkdesk because of its seamless integration with Salesforce, which was a major win for our business.”

Their integration with Salesforce customer relationship management (CRM) platform was a key differentiator for Unified Smiles. Talkdesk for Salesforce enables Unified Smiles agents to focus on providing fast, effective and personalized customer experience.

Immediate and automatic access to caller information through automatic screen pops reduces average handle time, caller wait time and improves overall efficiency for Unified Smiles customer service operations.

The implementation coincided with the onset of the COVID-19 pandemic, giving Unified Smiles the added benefit of providing employees with a cloud-based platform that could be accessed while stay-at-home orders were in place across the country.

A thumbnail photo of Tiago Paiva

Tiago Paiva

“Talkdesk became an incredible asset to Unified Smiles during the COVID-19 pandemic,” said Flannery.

“All of our employees were able to remotely access the platform by mobile devices or laptops without any disruption to our clients. Having Talkdesk in place during this period of uncertainty, especially in the dental profession which has been hard hit by the pandemic, has been a game-changer for Unified Smiles.”

“As a cloud-native contact center platform, Talkdesk is uniquely positioned to help companies with remote agents – or even customer service organizations that are entirely remote,” said Tiago Paiva, chief executive officer, Talkdesk.

“Unified Smiles faced many of the same major challenges due to COVID-19 as other businesses. Unlike companies using on-premises contact center solutions, Talkdesk cloud flexibility offered Unified Smiles business continuity to adapt to a rapidly changing work environment and peace of mind for both its team members and clients.”

Author: Robyn Coppell

Published On: 30th Jun 2020
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