Talkdesk®, Inc., a global leader in cloud contact centers for customer-focused businesses, and NetNordic Denmark, a cloud systems integrator and the only authorized Talkdesk partner in the Nordics, are collaborating to provide a contact center solution for Nilfisk. The Danish pioneer of cleaning technology and high-end cleaning products chose the Talkdesk solution – implemented by NetNordic – because its unique artificial intelligence (AI)-based workforce engagement features ) will enable Nilfisk to transform both the agent and customer (CX) experience.
Danish engineer PA Fisker founded Nilfisk in 1906, inspired by a love of knowledge and his ambition to build a technology-driven company. In 1910, the company developed and patented Europe’s first electric vacuum cleaner, laying the foundation for a more than 100-year commitment to providing innovative cleaning solutions. Today, Nilfisk continues to advance floor care and cleaning technology around the world. As one of the world’s leading manufacturers of professional cleaning equipment, Nilfisk products are sold in over 100 countries.
Talkdesk CX Cloud™, an end-to-end customer experience solution, will provide Nilfisk with a modernized, cloud-based contact center platform that can scale with the enterprise at scale. Talkdesk Quality Management™ will allow Nilfisk to leverage intelligent contact monitoring and reporting capabilities for a more holistic view of customer satisfaction and agent efficiency. AI-powered Talkdesk QM Assist™ will automate the quality management process with searchable transcripts and sentiment analysis, providing more meaningful and effective real-time coaching opportunities for the Nilfisk team of agents of customer service working in all regions of the world. Plus, Talkdesk for Salesforce™ will streamline operations while maintaining personalized engagement across all channels.
“Our goal is to provide our customers with seamless experiences at every touchpoint,” said Ben Quirk, vice president, customer service, US and Europe at Nilfisk. “Monitoring these touchpoints to help our agents deliver the best possible experience is an integral part of our commitment to our customers. The Talkdesk solution will allow Nilfisk to automate our quality management efforts. We estimate that Talkdesk’s AI-powered features can streamline 50%-75% of the contact monitoring process for our managers, allowing them to assess a greater volume of conversations and provide real-time coaching. to our customer service agents. »
“NetNordic has been a trusted global unified communications advisor to Nilfisk for many years, and we have in-depth knowledge of Nilfisk’s operations from this valuable collaboration,” said Jan Brandi, UC Sales and Contact Center Specialist at NetNordic. . “We believe the Talkdesk-powered contact center will streamline Nilfisk’s operations and provide highly personalized engagements for its customers. We are delighted to support Nilfisk in the implementation and maintenance of its new global cloud solution.
“No matter the product category, there is a universal truth for brands: product quality is important, but the ability to meet customer demands and deliver a great experience is everything. Brands that seek to evaluate and learn from their interactions with customers will cultivate CX strategies that ensure lasting relationships and brand loyalty,” said Tiago Paiva, CEO of Talkdesk. “With the Talkdesk solution, Nilfisk can make every customer conversation count. We are proud to partner with NetNordic and Nilfisk to create customer experiences that delight.
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