Case Study: Boingo Multifamily achieves 32% higher agent productivity with Talkdesk

Boingo Multifamily - Customer Case Study

Boingo Multifamily (formerly Elauwit Networks) provides internet and video services for on- and off‑campus student housing and multi‑family properties. As the company rapidly grew, its legacy contact center could not scale or provide reliable uptime, real-time monitoring, skills‑based routing or the reporting needed to manage agent performance.

Boingo deployed Talkdesk across two contact centers to enable flexible queue routing, dedicated lines, call recording and live listen‑in/monitoring, plus custom reporting. The result was immediate operational gains: live monitoring raised agent utilization from 53% to 75% (and since to about 85%), real‑time productivity visibility replaced spreadsheet reporting, uptime improved, and enhanced metrics helped win new clients.

Boingo Multifamily

Gordon James

Senior Manager of Customer Operations