Case Study: Avetta achieves near‑zero dropped calls and higher agent engagement with Talkdesk

Avetta - Customer Case Study

Avetta, a leading global supply chain risk management company serving clients in over 100 countries and managing supplier processes for 60,000+ organizations, faced frequent outages, poor call quality, too many dropped calls and a flimsy Salesforce integration with its previous contact center vendor. The lack of responsive vendor support prevented Avetta from meeting its personalized customer experience goals, prompting the team — led by Spencer Petty, Manager of Supplier Relations — to look for a more reliable partner.

Avetta chose Talkdesk for its high call quality, global low‑latency architecture, 100% uptime SLA, deep Salesforce integration, intuitive UI and advanced reporting. Since the switch, dropped calls are at an all‑time low, system reliability and uptime have dramatically improved, agents can build IVRs/workflows quickly, reporting supports real‑time performance and resource decisions, and agent engagement has risen.

Avetta

Spencer Petty

Manager Supplier Operations