Case Study: Xenial (restaurant technology company) achieves 17x increase in First Call Resolution with Talkdesk

Xenial increases first call resolution by 17x with Talkdesk

Xenial, a restaurant technology provider serving more than 25,000 restaurants in 62 countries, faced a contact center that lacked enterprise features like a true IVR, advanced reporting and seamless Salesforce integration. Those gaps left agents without the data and routing they needed, producing long onboarding times and a very low 2% first call resolution.

Xenial chose Talkdesk for its cloud-native platform, robust IVR, real-time and historical reporting and easy Salesforce integration. The new solution improved call routing and analytics, enabled rapid agent onboarding and remote work continuity, and drove a 17x increase in first call resolution.

Xenial

Mike Zarzeka

Senior Vice President of Information Technology and Systems