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Las Vegas Valley Water District Chooses Talkdesk for CX

By Tracey E. Schelmetic March 20, 2024

While retail organizations have largely led the way when it comes to incorporating next-generation technologies such as automation, data analysis and AI into contact center transactions, other customer-service-heavy industries have followed. Non-profits and utilities, for example, don’t count sales and customer engagement as their core functions – they exist to provide services – so contact center solutions that can help them save money and boost service help them focus more on providing critical services.

The Las Vegas Valley Water District, a not-for-profit water utility providing water to approximately 1.7 million people in Southern Nevada, recently chose Talkdesk to modernize and enhance its customer experience (CX).

The utility will implement and deploy several Talkdesk solutions:

Talkdesk CX Cloud will provide the non-profit water utility with a modernized, cloud-based contact center platform, and multiple artificial intelligence (AI)-powered applications will ensure agents can deliver faster, seamless customer support.

Talkdesk Copilot (formerly Talkdesk Agent Assist) provides AI-powered assistance to guide customer service agents and provide real-time resources that enhance the effectiveness of customer interactions. The Water District will also leverage Talkdesk Customer Experience Analytics, which uses AI to provide agents with additional data, information, and actionable insights to refine interactions between the utility and its customers. These and other Talkdesk solutions empower agents to resolve customer inquiries faster and more efficiently, which reduces the average handling time, increases call center capacity, and improves overall customer satisfaction. Additionally, Talkdesk Workforce Management will automate agent scheduling and improve other areas of agent management to create further efficiencies in the contact center.

With Talkdesk Premium Care, the Water District will also benefit from specialized training, guidance, expertise, and 24×7 assistance to confidently deploy and optimize the full power of the Talkdesk contact center solution.

“We are committed to delivering an outstanding customer experience that meets or surpasses our customers’ evolving expectations. Innovative companies like Talkdesk provide leading-edge technology that maximizes value for all customers and keeps us ahead of the curve in satisfying their needs,” said Doa Ross, Deputy General Manager of Las Vegas Valley Water District. “We look forward to launching these enhanced features this year.”

Edited by Alex Passett
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