Case Study: PowerDMS achieves increased agent productivity with Talkdesk

PowerDMS - Customer Case Study

PowerDMS, a document management provider for policy, training and accreditation used by public- and private-sector organizations, was constrained by a first-generation cloud contact center that lacked deep Salesforce and Slack integrations and offered poor reporting on essential metrics like call volume and wait time. After raising funding and anticipating growth, PowerDMS required a true cloud-native solution to gain visibility into contact center performance and improve customer support.

PowerDMS implemented Talkdesk Enterprise Cloud Contact Center for its robust Salesforce and Slack integrations, live and historical dashboards, and automation capabilities. Talkdesk’s Callbar, Talkdesk for Salesforce and Talkdesk for Slack provided real-time alerts, automated tasks (e.g., voicemail → Salesforce tasks), and mobile calling—resulting in faster response times, easier agent workflows and a measurable increase in agent productivity.

PowerDMS

Steven Barbarich

IT Manager