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How Arbella Insurance uses Talkdesk

As published on talkdesk.com. Checked by usedby on Oct 9, 2026.

What happened

Arbella Insurance replaced its UCaaS, CCaaS and CRM systems in a single coordinated rollout and moved to Talkdesk's insurance contact center platform. It also uses Talkdesk's AI tools for self-service, agent assistance and quality management across phone, email and chat.

Summary written by usedby from the source page, in English. The figures are those of Talkdesk and Arbella Insurance, not ours.

Within the first week, customers experienced shorter wait times, smoother resolutions, and consistent service across phone, email, and chat—while employees gained intuitive tools that removed friction from their daily work.

From the page. talkdesk.com

The goal is not to replace people but to ensure customers can engage in the way that best suits their needs. This approach allows us to serve both a younger client who prefers self-service options and an older client who values speaking to a person, all with consistent quality.

Karin Martin, Assistant Vice President of Operations, Arbella Insurance. Source

What the story claims, and what we checked

What we compared with the page.

  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Arbella Insurance.
  • Arbella Insurance uses TalkdeskCheckedConfirmed line.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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