Talkdesk®, Inc. , a global enabler in cloud contact centers for customer-obsessed businesses, and NetNordic Denmark , a cloud systems integrator and sole partner Talkdesk authorized in Nordic countries, collaborate to provide 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 experience and the customer experience (CX).
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. Nilfisk products, one of the world’s leading manufacturers of professional cleaning equipment, 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 business. Talkdesk Quality Management™ will allow Nilfisk to take advantage of 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, supporting more meaningful and effective real-time coaching opportunities for the Nilfisk team of customer service agents, working in all regions of the world. Furthermore, Talkdesk for Salesforce™ will streamline operations, while maintaining personalized engagement across all channels.
“We aim to provide seamless experiences across all touchpoints for our customers,” 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 customer engagement. 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 UC advisor to Nilfisk for many years, and we know Nilfisk’s operations well 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 its customers with highly personalized engagements. We are pleased to support Nilfisk in the implementation and maintenance of its new global cloud solution.”
“Regardless of the product category, there is one universal truth for brands – product quality is important, but the ability to meet customer demands and deliver a great experience is paramount . 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, President and 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 delightful customer experiences.”
