Case Study: British Columbia Lottery Corporation achieves faster, more efficient customer care with Talkdesk

Elevating the Human Experience Through Predictive AI with Talkdesk

The British Columbia Lottery Corporation (BCLC) wanted to modernize customer care and replace an aging on-premise telephony platform that required costly upgrades. To improve both customer and employee experience, BCLC turned to Talkdesk and its CX Cloud solution with Talkdesk Salesforce integration, along with AI-powered speech and sentiment analytics.

Talkdesk helped BCLC simplify identity verification, eliminate the need to record calls, and gain better visibility into contact center performance. As a result, BCLC reduced average hold time to 24.7 seconds, lowered average handle time to 210.7 seconds, and cut the abandonment rate to 12%, while also improving operational efficiency and NPS.

British Columbia Lottery Corporation

Martin Lampman

Director of Customer Care Operations