Case Study: Air Business achieves rapid cloud migration and global deployment in 4 days with Talkdesk

Air Business delivers digital transformation

Air Business, a global distribution and subscription management provider and subsidiary of An Post, supports more than 220 countries with over 300 million items annually and runs 180+ agents across five contact centres (US, Philippines, India) in a follow-the-sun model. Their legacy on-premises contact centre was costly, prone to outages, and forced reliance on a vendor for reporting and call-flow changes, limiting visibility and hurting first-call resolution—an issue made urgent when they needed to move to a remote workforce quickly.

Air Business selected Talkdesk’s cloud platform and went live across five centres in just four days, gaining real-time and historical reporting, call recording, an outbound dialer, and easy IVR management via Talkdesk Studio without coding. Integrated with Observe.AI for 100% call analysis, the solution reduced vendor dependence, sped agent ramp-up, enabled flexible management of nearly 50 call flows for 100+ numbers, and delivered the visibility and QA tools needed to meet complex, bespoke SLAs.

Air Business

Adèle Nichols

Director of Fulfilment and Customer Services