trivago Hotel Relations Books Talkdesk to Optimize Contact Center
Talkdesk, the cloud contact center for innovative enterprises announced trivago Hotel Relations selected Talkdesk as its contact center solutions provider for more than 150 agents. A dedicated sales subsidiary of trivago, a global hotel search platform, trivago Hotel Relations is on a mission to establish strong relationships with hoteliers and industry partners around the world. trivago Hotel Relations is focused on selling innovative tech products to accelerate trivago’s direct business and make hoteliers more successful.
A flexible, configurable and scalable solution was a key differentiator in trivago’s decision to select Talkdesk Enterprise Cloud Contact Center to support its rapidly growing team. trivago needed a single system to improve workflow, integrate with its existing CRM and increase agent efficiency. Talkdesk Intelligent Routing, infused with artificial intelligence (AI) through Talkdesk iQ, will streamline incoming call flow and empower trivago contact center administrators to easily customize inbound routing. Calls are assigned to pre-set language groups, offering callers the option to wait for an agent in their preferred language, receive a call-back, or switch to a different language.
Seamless integration with its existing Salesforce CRM database was another area of need for trivago and crucial to the Talkdesk implementation and transition process. With Talkdesk for Salesforce providing peace of mind that its extensive customer database remained accessible, Trivago agents will now have immediate access to caller information through automatic screen pops, reducing average handle time, caller wait time and improving overall efficiency.