German airline Condor has looked to Talkdesk to help unify its CCaaS and CRM offerings.
The partnership will see Condor bring its contact center in-house, with Talkdesk for Salesforce allowing the company to integrate its contact center with its customer relationship management (CRM) system.
Condor will also implement and deploy several other Talkdesk solutions.
Talkdesk CX Cloud will provide the airline with a modernized, cloud-based contact center platform.
Additionally, Condor will use Customer Experience Analytics to turn customer conversations inside its contact center into actionable customer intelligence.
In deploying these Talkdesk solutions, Julia Reinhardt, Head of Customer Care at Condor, highlighted the company’s need for greater control over their customer service delivery at the time of the announcement.
“The Talkdesk leading-edge contact center 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 center with our CRM.”
This functionality creates efficiency and helps us deliver personalized interactions every time.
Talkdesk for Salesforce – The Partnership That Keeps Delivering
Talkdesk for Salesforce is an integration that combines Talkdesk’s cloud contact center capabilities with Salesforce’s CRM platform.
This integration enables sales and support teams to work more efficiently by providing a unified system for managing customer interactions. It offers features like:
- Seamless call management directly within Salesforce.
- Automation of tasks to improve productivity.
- Omnichannel support, including voice and SMS.
- Intelligent routing using Salesforce data to direct calls to the most suitable agent.
- Real-time and historical reporting to monitor and optimize performance.
- Two-way data synchronization to ensure consistent customer information across both platforms.
Giving agents full contact center functionality inside Salesforce will help them seamlessly personalize every customer interaction without needing to toggle between systems.
Both solutions empower agents to resolve customer inquiries faster and more efficiently, reducing the average handling time (AHT) and improving agent experience and customer satisfaction.
In discussing the news, Tiago Paiva, CEO and Founder at Talkdesk, said that the company was “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 center agile and efficient to delight both agents and customers.
The Benefits of Unified CCaaS-CRM Offerings
One obvious benefit is accelerated time to value, as one coordinated system will typically lower the burden of managing two distinct platforms.
Another is simplified agent experiences, as agents aren’t constantly switching between platforms. This simplification also helps unify customer service data.
Additionally, faster issue resolution is achieved by agents having instant access to historical data and automatic case creation.
Centralized information allows agents to access a single interface where they can view all customer details, reducing the time spent searching for information and allowing them to resolve issues quickly.
This, coupled with automated processes, improves overall enhanced agent productivity.
Vendors Have Been Dabbling in CCaaS-CRM Integrations
Talkdesk first started offering elements of its CCaaS platform inside third-party CRM in late 2024 through TalkDesk Embedded.
Talkdesk Embedded provides no-code and low-code tools that enable businesses to integrate elements of its Workspace, Conversations, and Copilot solutions into the systems commonly used by agents in contact centers.
This isn’t the first instance of this type of integration; Genesys and Salesforce expanded the availability of their unified CCaaS-CRM offering in 2024.
The new solution marked a major step in the convergence of CCaaS and CRM, integrating Genesys’ contact center, journey orchestration, and workforce engagement management (WEM) capabilities into Salesforce Service Cloud.
More News From Talkdesk
Earlier this month, Talkdesk embedded several of its core capabilities into Epic Cheers, a popular CRM platform in the healthcare space.
The capabilities include call controls and conversation management tools from the Talkdesk Healthcare Experience Cloud.
Additionally, at the beginning of the year, Talkdesk launched AI agents for retail in an approach appearing to go ‘all-in’ on agentic AI.
Available via the vendor’s Ascend AI platform, AI Agents for Retail promises to equip retail customer service teams with autonomous conversational agents.
