Sonae MC Turns to Talkdesk for Operational Upgrade

Cloud contact center provider Talkdesk has announced Portuguese food retailer Sonae MC will be integrating it’s customer service operations with Talkdesk CX Cloud.

Sonae MC primarily decided on Talkdesk’s solution due to the ease of integration with Salesforce Sales Cloud, as well as scalability features that will support the company’s rapid development in the global market. Representatives of Sonae MC believe that the Talkdesk CX Cloud will provide a serious advantage for customer experience among competing brands.

“Talkdesk stood out as a solution that was easy to use and integrate, which was very important to us, as the role of a centralized customer service operation becomes more and more important,” said Ricardo Fernandes, Head of Customer Service at Sonae MC. “We are excited to explore Salesforce integration immediately and look forward to a solution that can grow with us and provide the features we need to offer a superior customer experience.”

With the Talkdesk CX Cloud, Sonae plans to take use of automation features to improve agent efficiency, as well as customized call routing to offer customers help from most qualified agents for specific tasks.

“Great customer service is no longer optional—it’s a must. Companies like Sonae MC need technology that keeps up and makes shoppers happy,” said Tiago Paiva, CEO of Talkdesk. “Talkdesk will help Sonae MC provide its customers with quick, personalized service — whenever and wherever they need it.”

Edited by Maurice Nagle