Case Study: Fortem achieves faster call handling and improved call quality monitoring with Talkdesk

Simplifying the customer experience with AI

Fortem, the property services company of the Wilmott Dixon Group, needed a more scalable and resident-focused contact solution as customer expectations grew. Working with Talkdesk, Fortem looked to improve its service operations and handle rising demand more effectively.

Talkdesk implemented its AI-powered contact center platform for Fortem, helping reduce average call times, cut hold times, and improve call quality monitoring. The result was a more efficient customer experience and stronger service performance, with measurable gains in call handling and monitoring scores.

Fortem

Chris Hone

Chief Information Officer