Villeroy & Boch deploys Talkdesk to streamline service

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. Talkdesk helps us do that by providing a stable, intuitive system so our agents can really concentrate on talking with people and bringing the human touch to each interaction," said Claudia Pauli, Lead, B2C Service Teams, Bathroom & Wellness, at Villeroy & Boch.

Pauli said the company's approach also includes wider use of artificial intelligence in day-to-day work.

"Talkdesk has a clear vision that fits with our approach: we want to integrate AI more into daily work to support our employees in doing their jobs," said Pauli.

Pauli said the Salesforce integration has changed how teams handle inbound contacts in different markets. Automatic logging and profile matching are intended to reduce administration time and give agents more context before they respond.

"With Talkdesk fully integrated into Salesforce, our teams worldwide can respond to customers faster and more personally than ever before. Every call is automatically logged and linked to the right customer profile, meaning less time is spent on administration and more time can be spent on what really matters: the customer. This is what a modern, premium customer experience looks like," said Pauli.

Talkdesk said the project reflects a broader shift among service teams towards more automation in front-line operations. It positions its customer experience automation platform as a way to connect customer data across systems and automate more of the service process from first interaction through to resolution.

Tiago Paiva, Chief Executive Officer and Founder of Talkdesk, said the Villeroy & Boch deployment showed how service teams are using automation to reduce time spent moving between systems.

"Customer experience automation allows enterprise service teams to spend less time on system navigation and more time doing what they do best: helping customers. Villeroy & Boch is leading this change, successfully streamlining operations and boosting customer satisfaction," said Tiago Paiva, Chief Executive Officer and Founder of Talkdesk.

"As companies integrate AI more deeply into their strategies, they're finding it strengthens customer loyalty and retention by pairing personalisation with operational efficiency to deliver exceptional customer experiences," said Paiva.