Case Study: Acxiom achieves a 97% SLA with Talkdesk

How Acxiom Achieves Customer Excellence by Utilizing Talkdesk

Acxiom, a global identity-resolution and marketing company founded in 1969, needed an enterprise contact center platform to establish a culture of customer excellence and improve its internal support experience. Their legacy on-prem Avaya system left teams blind to real-time metrics—reporting delays and limited integrations made it hard to reduce handle times, missed calls, and other service gaps.

By moving to Talkdesk, Acxiom gained real-time reporting, AppConnect integrations (ServiceNow, Slack, PlayVox) and fast onboarding via Talkdesk Academy. The team built a Slack “help” bot, implemented PlayVox quality programs, and reached a 97% SLA (vs. a 90% launch target), with agents ready in 2–3 days and faster, more immediate responses to associate requests.

Acxiom

Brandon Turner

Senior Manager IT Operations