Condor, a German airline, has chosen Talkdesk to bring its contact centre operations in-house, leveraging AI-powered solutions to enhance customer experience. By adopting Talkdesk’s advanced cloud-based contact centre technology, Condor aims to facilitate operations, gain deeper customer insights, and improve service efficiency.
“The Talkdesk 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 seamlessly integrate our contact centre with our CRM. This functionality creates so much efficiency and helps us deliver personalized interactions every time,” said Julia Reinhardt, head of customer care at Condor.
Modernising customer support with Talkdesk solutions
With the Talkdesk CX Cloud platform, Condor will transition from an outsourced contact centre to an integrated, in-house system, ensuring greater control and improved responsiveness. One of the airline’s key priorities is transforming customer interactions into valuable insights.
By implementing Talkdesk Customer Experience Analytics, Condor can extract actionable intelligence from customer conversations—previously unattainable with outsourced operations.
“Talkdesk is proud to add Condor as a customer and be a trusted partner as it 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.
In addition, Condor will integrate Talkdesk for Salesforce, allowing seamless synchronisation between its contact centre and CRM system. This integration ensures agents can access all necessary customer data within Salesforce, eliminating the need to switch between multiple systems.
As a result, businesses can personalise customer interactions, resolve inquiries faster, and streamline agent workflows—reducing average handling times (AHT) and increasing customer satisfaction.
Moreover, Condor can adopt new technologies with multiple AI-powered applications within the Talkdesk CX Cloud as customer expectations and business needs evolve.