Case Study: YMCA of the USA achieves reliable, easily customizable contact center operations with Talkdesk Enterprise

YMCA empowers support system with Talkdesk Enterprise solution

YMCA of the USA, which supports 2,700 locations, about 20,000 staff and 600,000 volunteers across 10,000 communities, needed to replace an aging on‑premises support system that was costly to upgrade and unreliable for nationwide support. The organization required a stable, high‑quality, and easy‑to‑customize contact center to ensure fast response times and consistent service for its network.

YMCA implemented Talkdesk Enterprise Cloud Contact Center with a 100% uptime SLA and Talkdesk Studio’s clicks‑not‑code tools, enabling service staff to self‑manage call routing and small changes without IT intervention. The shift reduced IT workload, sped up nationwide responses to YMCAs, and helped the organization better support community programs reaching more than 22 million people.

YMCA of the USA

Rosie Pitchford-Byrd

Service Center Director