Case Study: 2U, Inc achieves a 34% increase in staff satisfaction with Talkdesk

2U, Inc - Customer Case Study

2U is an education-technology company that partners with top universities to make elite degree programs accessible online. As the business grew rapidly (≈50x), their legacy on‑premises contact center caused poor call quality, frequent outages, weak Salesforce integration and limited routing and reporting — issues that blocked scaling and degraded both agent and student experiences.

After discovering Talkdesk, 2U moved to a cloud‑native, Salesforce‑integrated contact center that delivered better reliability, call quality, intelligent routing and agent mobility. The platform enabled 2U to scale effectively and drove measurable gains: a 34% increase in staff satisfaction, a 12% rise in contact rates and a 5‑point lift in NPS.

2U, Inc

Brad Adams

Chief Operating Officer, University Partnerships & Services