Central Arizona College Selects Talkdesk for Remote Work Flexibility, Seamless ServiceNow Integration

Talkdesk replaces on-premises contact center software, providing greater flexibility, integration with ticketing software and improved reliability

• Central Arizona College leverages Talkdesk cloud flexibility to enable remote contact center operations due to the COVID-19 pandemic
• Talkdesk is backed by the industry’s first and only 100% Uptime Service Level Agreement to ensure Central Arizona College is always available for its customers
• Talkdesk CX Cloud offers Central Arizona College comprehensive integration with ServiceNow to improve the agent and customer experience

Talkdesk, Inc., the cloud contact center for innovative enterprises, today announced Central Arizona College selected Talkdesk as its contact center solution. Central Arizona College chose Talkdesk to support business continuity initiatives, keep business operations moving forward during the COVID-19 pandemic and equip agents with best-in-class tools to work from anywhere. Talkdesk CX Cloud™ offers Central Arizona College a dependable and scalable solution in an easy-to-use platform with added cloud flexibility to integrate with best-of-breed customer experience tools.

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Faced with uncertainty when the pandemic hit, Central Arizona College sought a flexible cloud solution to facilitate a quick shift to agents working from home architecture and the long-term scalability to support its growth plans. Central Arizona College plans to add five times the headcount to its support team, something its legacy on-premises could not support given the new remote demands of the workforce. With a reputation for consistency and stability, backed by the industry’s first and only 100% Uptime SLA, Talkdesk offers a reliable contact center platform to support Central Arizona College’s immediate needs, its future plans and the flexibility to adapt, as needed.

“Talkdesk’s commitment to innovation and development philosophy stood out to us, making it clear that Talkdesk was the right partner to advance and future-proof our customer service operations. Our contact center operation is expanding quickly and we needed a platform that would grow with us,” said Angela Askey, executive director, public relations and marketing, Central Arizona College. “The flexibility of Talkdesk cloud solutions will allow us to support social distancing recommendations during the coronavirus pandemic and shift agents to working from home. We are very excited for the future with Talkdesk as our customer service solutions provider.”

Central Arizona College will utilize Talkdesk for ServiceNow™ to unify the agent experience through a seamless integration between its contact center and internal IT service desks. Two-way contact and agent sync ensures that data between external and internal resources remains consistent and up-to-date. With Talkdesk for ServiceNow, Central Arizona College agents can make and receive phone calls from anywhere on the desktop and continue to log call data in ServiceNow. Automatic screen pops provide caller information before the agent is engaged with the customer, enabling a more personalized service. Through time-saving workflows and Talkdesk automations that create ServiceNow records, repetitive agent tasks are reduced or eliminated to dramatically improve overall efficiency in the contact center.

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“Flexibility and the power to scale services up and down as needs change, and the freedom to integrate with innovative applications, is a core component of Talkdesk and exclusive to our cloud-native architecture,” said Talkdesk, chief executive officer, Tiago Paiva. “Talkdesk offers customer service organizations a simple and easy path to customize their contact center using clicks, not code, and instantly bring new agents online, including remote agents in any location, to make customer experience a competitive advantage.”

Talkdesk recently announced $143 million in Series C funding, increasing the company’s valuation to more than $3 billion. This new round of funding reflects both investor confidence in Talkdesk’s business and the strategic role that superior customer experience plays among top global brands.

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