Farfetch faced challenges that highlighted the need for scalable solutions. Their contact center suffered from service and quality issues, with audio delays of three to four seconds during callscreating a poor experience for both customers and agents. Expansion was also difficult, as replicating systems in new countries proved complex and inefficient.

Farfetch implemented Talkdesk CX Cloud, Talkdesk Copilot, and Talkdesk Studio to remove complexity, ensure strong ROI, and enable AI and automation at scale. With CXA at work behind every interaction, these solutions support new agents, keep teams motivated, and help experienced agents boost agility and productivity.

The results speak volumes: a 30% workload increase with only a 12% payroll increase, showcasing significant productivity gains. Farfetch achieved 40% cost efficiencieshalf directly attributed to Talkdesk.