Case Study: Internet Travel Solutions achieves rapid remote work for hundreds of agents and business continuity with Talkdesk

Internet Travel Solutions moves hundreds of agents to remote work with Talkdesk

Internet Travel Solutions (ITS), a global travel management company, faced a sudden surge in customer demand and the need to protect staff during the COVID-19 pandemic. With worldwide travel restrictions and safety concerns, ITS needed to rapidly move hundreds of contact center agents to a work‑from‑home model while maintaining service levels.

ITS deployed Talkdesk’s cloud-native contact center to enable hardware-free remote work, instant scalability, and AI-driven analytics. The platform allowed quick transition of the workforce, sustained a consistent, stable customer experience under fluctuating demand (backed by a 100% uptime SLA), and delivered real‑time insights that improved agent performance and personalized customer interactions.

Internet Travel Solutions

Thomas Levine

Vice President, Security and Infrastructure