German airline Condor has chosen Talkdesk, a global leader in AI-powered customer experience (CX) technology, to modernize its contact center operations and enhance customer interactions through a unified, in-house platform.
By implementing Talkdesk CX Cloud™, Condor will transition to a cloud-based contact center, gaining greater control over its customer service delivery. Additionally, the airline will leverage Customer Experience Analytics to extract valuable insights from customer conversations, enabling data-driven improvements that were previously unattainable with an outsourced solution.
To further streamline operations, Condor will integrate Talkdesk for Salesforce, allowing agents to access full contact center functionality within their CRM system. This seamless integration enhances efficiency, enabling agents to resolve inquiries faster, improve customer interactions, and reduce average handling time (AHT).
Julia Reinhardt, Head of Customer Care at Condor, emphasized the airline’s goal of elevating customer satisfaction through enhanced service control. “Talkdesk’s cutting-edge technology provides everything we need in one place, ensuring a seamless integration between our contact center and CRM. This efficiency allows us to deliver personalized interactions consistently,” she stated.
Condor selected Talkdesk for its scalability and AI-driven innovation, recognizing the need for a future-proof solution that can adapt to evolving customer expectations. With multiple AI-powered applications available within Talkdesk CX Cloud, the airline is well-positioned to enhance its customer experience strategy over time.
Tiago Paiva, CEO and Founder of Talkdesk, welcomed Condor as a new partner, highlighting the impact of Talkdesk’s advanced cloud architecture. “We are excited to support Condor in bringing its customer service in-house. Our technology ensures agility and efficiency, benefiting both agents and customers alike,” he said.
With this partnership, Condor aims to redefine its customer engagement strategy, leveraging Talkdesk’s AI-driven capabilities to deliver seamless, efficient, and personalized customer experiences.
