SD Worx chooses the Talkdesk contact center solution

Talkdesk®, Inc., a global leader in contact centers for customer-centric businesses, and Microsoft are partnering to provide a contact center solution to SD Worx.

Europe’s leading provider of human resource management solutions has chosen Talkdesk with Microsoft Teams Connector because it will provide a scalable platform with improved stability to support better customer experiences (CX) through richer agent collaborations .

For more than 75 years, SD Worx, headquartered in Belgium, has been providing human resource management solutions throughout the employee lifecycle. Transforming human resources (HR) into a source of value for their more than 80,000 customers in more than 150 countries around the world, business leaders believe that people are at the heart of any business’s success. SD Worx is driven by the desire to see not only its own global workforce of nearly 7,000 people thrive and drive success, but also the five million plus employees they serve every month.

SD Worx’s existing contact center works with separate telephony and case management platforms. These separate platforms, coupled with a combined inbound and outbound call volume of more than one million customer calls each year, complicates the process for agents who are simultaneously trying to gather customer information and respond to customer questions. CX Cloud™ Talkdeskan end-to-end customer experience solution, will provide SD Worx with a modernized, cloud-based contact center platform that can scale with the business.

In addition, Talkdesk Microsoft Teams™ Connector will enable closer collaboration between contact center agents and other teams in the organization. Talkdesk for Salesforce™ further streamline operations and improve opportunities for personalized engagement across all channels. The Talkdesk solution, which offers deep integrations with these key platforms, will enable SD Worx agents to more proactively support customers with increased efficiency.

“When we design our contact center flows, I always try to portray myself as one of our customers,” said Yannick Lefever, Product Owner, SD Worx. “CX comes first here. It’s important to us that the entire customer journey is positive and productive, from inquiry to close, and the little details can make or break that experience for everyone involved. The Talkdesk Solution will provide a more seamless experience for SD Worx agents and customers, ensuring that all of these details align across all platforms and customer touchpoints.”

“At Microsoft, we strive to exceed customer expectations,” said Mauro Xavier, general manager of partnership solutions at Microsoft. “Partnerships like the one we have with Talkdesk allow us to do just that. By integrating best-in-class software – Talkdesk CX Cloud and Microsoft Teams – we were able to provide a unique value proposition to SD Worx, improving collaboration and enabling a better user experience.

“For any industry – and especially for human solutions – a successful, customer-centric approach to contact center operations depends on the ability of contact center departments, teams and agents to collaborate seamlessly,” said Tiago Paiva, CEO of Talkdesk. “With the Talkdesk solution, SD Worx is prioritizing the kinds of cross-platform collaborations that drive success among contact center agents and result in faster issue resolution for customers. We’re proud to partner with Microsoft and SD Worx to deliver exceptional CX to millions of employees every month.

About Talkdesk

Talkdesk® is a global leader in cloud contact centers for customer-centric businesses. Our automation-driven customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise and global footprint reflect our commitment to ensuring businesses can deliver better experiences in any industry and through any channel, resulting in greater customer satisfaction. customers and accelerated business results.


About Microsoft

Microsoft (Nasdaq “MSFT” @microsoft) is enabling digital transformation in the era of intelligent cloud and intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more.

About the Talkdesk Partner Ecosystem:

Talkdesk’s global ecosystem represents a diverse network of premier resellers, strategic alliance partners, cloud vendors and technology providers focused on providing a better way for organizations to create more meaningful and memorable with their customers. These partners help Talkdesk help customers across industries and around the world deliver customer experiences that build trust and loyalty.