YMCA of the USA Displaces Aging On-premises System With Talkdesk Enterprise Cloud Contact Center

Talkdesk®, the cloud contact centre for innovative enterprises announced YMCA of the USA selected Talkdesk as its contact centre solution and completed implementation in April 2019. Facing high upgrade costs to modernize its aging on-premises system, YMCA of the USA instead chose the flexibility and scalability of Talkdesk Enterprise Cloud Contact Center.

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“We needed a solid system that we could rely on to offer an outstanding customer experience while being easy to use and customize,” said Rosie Pitchford-Byrd, service centre director, YMCA of the USA. “Talkdesk offered a solution that met our immediate needs and future-proofed our contact centre with a robust suite of tools to improve our service level forecasting and quality control, and enabled us to make changes simply and without occupying internal IT resources.”

YMCA of the USA is the national resource office for more than 2,700 community YMCAs throughout the country, serving more than 22 million men, women and children in 10,000 neighborhoods across the nation. As the internal service centre, including an executive emergency line, reliability and call quality was a high priority item in YMCA’s search to replace its premises-based platform. With an available 100% Uptime Service Level Agreement (SLA) backing a stellar reputation of dependability, Talkdesk clearly stood above its competitors.

“At Talkdesk, we recognize that uptime is the most critical component to customer service success,” said Tiago Paiva, chief executive officer, Talkdesk. “As a leader in the cloud contact centre space, at the leading edge of innovation and reliability, Talkdesk stands behind our customers with a commitment to the success of our customers.”

In addition to modernizing and stabilizing its contact centre operations, YMCA of the USA sought a contact centre solution that was both highly customizable and easy to work with. Its previous system required significant time investment from the IT department to make simple call routing changes and assign new phone numbers. By switching to Talkdesk, service centre administration can utilize Talkdesk Studio self-service visual designer to adjust and implement routing flows simply, without the need for complex coding.

“Talkdesk’s clicks-not-code approach to call flow administration has had a significantly positive effect on our IT department’s resources,” said Gregory Van Den Ham, senior director, IT operations, YMCA of the USA. “Instead of dedicating a half-day or more to minor changes, the IT team is able to focus on higher priority issues while the service centre can update and customize their system with ease.”

About Talkdesk

Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their 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 1,800 innovative enterprises around the world, including IBM, Acxiom, 2U, Trivago and Peloton, rely on Talkdesk to power their customer interactions.

Learn more and request a demo at www.talkdesk.com.