Case Study: Tucows achieves triple-digit ROI and higher NPS with Talkdesk CX Cloud

Tucows creates a personalized customer experience

Tucows, a leading internet services provider and the world’s largest wholesale domain registrar, supports thousands of customers and millions of end users and needed to maintain a world-class, personalized customer experience while scaling rapidly. Ongoing outages and poor performance from their previous contact-center platform were increasing wait times and hampering agility, so the company sought a stable, easy-to-administer solution that would support agents and changing business needs.

Tucows chose Talkdesk CX Cloud with deep Zendesk integration and moved 300 agents onto the platform in three weeks, using Talkdesk Explore and Callbar APIs to connect interaction data to staffing and forecasting decisions. The new platform reduced wait times and enabled features like queue callback, drove double-digit NPS growth and higher agent occupancy, and delivered a triple-digit increase in ROI while improving uptime and ease of administration.

Tucows

Daniel Capoferri

Senior Manager, IS Solutions Delivery