Case Study: David Phillips achieves a 25% reduction in average wait time with Talkdesk

David Phillips - Customer Case Study

David Phillips, founded in 1998, is the UK’s largest provider of furniture and next‑day installation services for property owners and managers. As the business scaled, its legacy on‑premises Avaya contact center prevented quick changes, lacked out‑of‑the‑box reporting and wouldn’t integrate with Zendesk—creating costly dependencies on engineers and limiting visibility into agent performance and call trends.

David Phillips moved to Talkdesk for a cloud‑native platform with deep Zendesk integration, easy click‑based IVR changes, automated ticketing and live/historical reporting. The switch sped agent onboarding, improved routing and agent efficiency, and consolidated support workflows — cutting average wait time by 25% and giving teams the data and flexibility to continuously improve customer experience.

David Phillips

Tom Darling

Group Systems Manager