Case Study: Fortune 100 Healthcare Company achieves rapid business continuity by moving 1,500 agents to Talkdesk

Fortune 100 healthcare company ensures business continuity by moving 1,500 agents to Talkdesk

A Fortune 100 healthcare leader struggled with aging on-premises contact center systems that produced inefficiencies and inadequate reporting, and needed a cloud solution to support a rapid shift to remote work while maintaining high-quality patient and customer service. Ensuring business continuity during the crisis and complying with social distancing requirements became a priority.

Talkdesk was deployed in 24 hours, enabling 1,500 agents to take calls via the Conversations Mobile App and quickly transition to work-from-home. The platform’s fast provisioning, Talkdesk Academy training, and AI-infused Workforce Engagement Management (forecasting, scheduling, quality and performance) gave the company scalable coverage for seasonal spikes and real-time, data-driven visibility into contact center performance—boosting staff safety and customer confidence.