Talkdesk Fuels Condor’s Next-Gen CX Transformation

Talkdesk has been chosen by German airline Condor to bring its contact centre operations in-house.

Condor will implement Talkdesk CX Cloud for a cloud-based contact centre and leverage Customer Experience Analytics to gain insights from customer interactions-capabilities previously unavailable with its outsourced solution.

Julia Reinhardt, head of customer care at Condor, said, “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 personalized interactions every time.”

Additionally, Talkdesk for Salesforce will integrate the airline’s contact centre with its CRM, enabling agents to manage inquiries more efficiently within a single system.

Talkdesk’s scalability and AI-driven innovations played a key role in the airline’s choice, offering a solution that evolves with changing market demands.

“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.

Reviewed by: Jo Robinson