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Nilfisk Selects Talkdesk as their Contact Centre Solution

Customer Experience (CX), Customer Service, Customer Engagement, Customer Experience Management (CEM), Customer Relationship Management (CRM), Customer Communication Management (CCM), Customer Data Platform (CDP), Customer Journey Mapping (CJM), Customer Journey, Loyalty Technology, Personalization Engines, Voice of Customer Platforms, Digital Transformation, Customer Experience News, CX News
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Talkdesk, Inc., a worldwide cloud contact centre leader for customer-obsessed businesses, and NetNordic Denmark, a cloud system integrator and the Nordics’ sole approved Talkdesk partner, are cooperating to create a contact centre solution for Nilfisk. The Talkdesk solution, which NetNordic will implement, was chosen by the Danish innovator in cleaning technology and high-end cleaning products because of its distinctive workforce engagement features powered by artificial intelligence (AI), which will enable Nilfisk to transform both the agent and customer experience (CX).

Ben Quirk, vice president, customer care, US & Europe at Nilfisk, said, “We aim to provide seamless experiences across every touch point for our customers. Monitoring those contact touch points to support our agents in delivering the best experience possible is an integral part of our customer commitment. The Talkdesk solution will allow Nilfisk to automate our quality management efforts. We estimate that Talkdesk AI-powered features can streamline 50% to 75% of the contact monitoring process for our managers – allowing them to assess a larger volume of conversations and provide real-time coaching for our customer care agents.”

Nilfisk will receive a modernized, cloud-based contact centre platform from Talkdesk CX Cloud, an end-to-end customer experience solution, that can scale with the business. Talkdesk Quality Management will allow Nilfisk to take advantage of intelligent contact monitoring and reporting features for a more comprehensive picture of customer satisfaction and agent effectiveness. With searchable transcripts and sentiment analysis, AI-powered Talkdesk QM Assist will automate quality management, enabling more beneficial and efficient real-time coaching opportunities for the Nilfisk team of customer service agents working across global areas. Furthermore, Talkdesk for SalesforceTM will improve efficiency while preserving individualized engagement across channels.

Tiago Paiva, chief executive officer, Talkdesk, said, “No matter the product category, there is a universal truth for brands – the quality of the product is important, but the ability to answer customer inquiries and deliver a delightful experience is everything. Brands that seek to evaluate and learn from their customer interactions will cultivate CX strategies that ensure long-lasting relationships and brand loyalty. With the Talkdesk solution, Nilfisk can make every customer conversation matter. We’re proud to partner with NetNordic and Nilfisk to create customer experiences that delight.”

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