Case Study: Edmunds achieves better customer service and crystal-clear call quality with Talkdesk

Edmunds - Customer Case Study

Edmunds, a long-standing online car shopping destination, offers pricing tools, reviews and a Live Advice support service to help buyers through a stressful process. As call volume and remote staffing grew, their legacy call center software struggled with poor call quality, limited call transferring and inadequate routing, preventing agents from delivering consistent, seamless support.

Edmunds implemented Talkdesk, gaining multi-level IVR, skills-based routing, warm/blind transfers and Zendesk integration with fast rollout and minimal training. The cloud solution improved call clarity, enabled remote agents, unified monitoring and recordings, and empowered agents to deliver higher-quality, more personalized service—resulting in better customer experiences and progress toward their customer-support goals.

Edmunds

LaKeisha Square

Customer Experience Manager