GridWorks selects scalable Talkdesk cloud solution to support fast-growing contact center

Brought to you by Talkdesk

Talkdesk implementation results in hold, handle and abandon rate reductions for growing operation with hundreds of seats

SAN FRANCISCO, March 5, 2019 — Talkdesk, the cloud contact center for innovative enterprises, was chosen by GridWorks to power their customer service operations. As an operator of high-quality medical transportation services for managed care health plans, GridWorks needed a contact center they could count on for consistent, reliable service, and offer the scalability needed to support their fast-growing company. Talkdesk was selected for their dependability, backed by an industry-first 100% uptime SLA, and reputation as an easy-to-use, flexible cloud contact center.

“The successful companies of today and tomorrow are solving problems through innovation. As a result, these companies are growing at an incredible rate and need a scalable solution that can keep pace,” said Tiago Paiva, CEO of Talkdesk. “As a cloud-native contact center, Talkdesk is ideal for the fast-growing enterprises that are disrupting their industries through creative problem-solving and committed to making customer experience their competitive advantage.”

In June 2018, GridWorks was growing quickly as a new and successful company, but their inflexible contact center system didn’t allow them to deploy agents at the rate they needed. Since moving to Talkdesk, GridWorks has grown to more than 200 agents and leverages the instant-add capabilities of the cloud to activate agents as needed, both in-office and remote, to match fluctuating demand and call traffic. Additionally, GridWorks leverages Talkdesk’s customizable call flow options and Intelligent Routing powered by Talkdesk iQ to easily modify their IVR to optimize their customer experience.

“The scalability and flexibility Talkdesk provides allows us to focus our efforts on creating a better experience for our customers and our agents,” said Gaven Singh, Director of Technology at GridWorks. “Since introducing Talkdesk into our ecosystem we have seen significant reductions in handle times, hold times and abandon rates. Offering our agents a better experience has made them more efficient and productive which transfers to our callers as an outstanding customer experience.”