Villeroy & Boch has deployed Talkdesk across its international operations, bringing its Dining & Lifestyle and Bathroom & Wellness divisions onto a single cloud-based customer service platform.
The ceramics manufacturer is using the system to unify customer operations across its global business and handle high volumes of service enquiries with more automation. According to Talkdesk, the platform uses artificial intelligence, machine learning and workflow tools to manage customer interactions, leaving agents to focus on more direct conversations.
A key change is the introduction of intelligent call routing, which directs customers to agents based on factors such as intent, history and priority. The companies said this should cut waiting times, reduce transfers and improve first-contact resolution across channels.
Villeroy & Boch has also linked the contact centre platform to Salesforce, its customer relationship management system, allowing agents to work within Salesforce rather than switching between separate systems during customer interactions.
Before the rollout, customer service staff carried out account lookups and activity logging by hand. Under the new setup, incoming calls trigger an instant customer profile pop-up on the agent's screen, while call details and notes are automatically saved to the relevant Salesforce record when the interaction ends.
Claudia Pauli, Lead, B2C Service Teams, Bathroom & Wellness, at Villeroy & Boch, said the company saw the system as a way to support agents while keeping customer contact personal.
"Trust is the foundation of every customer relationship, and trust is built through daily interactions, personal contact and specific help for individual needs.
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