Case Study: Rocky Brands achieves AI-powered operational excellence with Talkdesk

Rocky Brands drives operational excellence globally with AI-powered contact center innovation

Rocky Brands, a 90+-year-old maker of rugged footwear and apparel (Rocky®, Georgia Boot®, Durango®, The Original Muck Boot Company®), faced a fragmented, legacy contact center unable to scale for e-commerce growth and seasonal spikes. Disconnected tools, long hold times, and thousands of emails in backlog—compounded by a failed chat rollout and high turnover—threatened customer experience and operational efficiency.

By adopting Talkdesk Retail Experience Cloud with AI-driven Copilot and omnichannel automation, Rocky unified channels, automated 40% of chat interactions, and replaced 20+ legacy tools with a single cloud platform. The company cleared email backlogs, cut response time by 70%, kept abandonment under 10% during peaks, reduced seasonal hiring needs, launched 24/7 multilingual support, and boosted agent engagement through gamification.

Rocky Brands

Amy Williams

Vice President, Global Customer Experience