Case Study: TAP Air Portugal achieves rapid cloud migration and remote work for 200 agents with Talkdesk

TAP Air Portugal flies customer support system to the cloud with Talkdesk

TAP Air Portugal, a fast-growing, award-winning airline flying to 89 destinations and carrying 16 million passengers in 2019, faced an inflexible, unreliable on‑premises contact center that couldn’t scale for seasonal peaks or the COVID-19 surge. The airline needed a dependable cloud solution to support 200 agents across more than 30 markets and five languages and to enable safe remote work during the pandemic.

TAP implemented Talkdesk Enterprise Cloud Contact Center, whose cloud-native, scalable architecture and Salesforce integration (automatic screen pops) sped deployment and let agents access customer data quickly. Combined with Talkdesk Academy training, the solution enabled rapid remote enablement, improved agent productivity and customer satisfaction, and paved the way to expand the platform to 500 agents across remaining contact centers.

TAP Air Portugal

Eduardo Correia De Matos

Customer Service Director