Contact Center Trends

Talkdesk Picks Up Speed with Intelligent Contact Center Vision

By Taylor Johnson

0 min read

San Francisco, Calif. – October 25, 2017 – Talkdesk, the leading intelligent contact center cloud platform, today announced unprecedented momentum across all facets of its business. In the first half of its fiscal year, the company achieved exceptional growth in new customer wins in the U.S. and Europe and attracted top-tier talent from competitors. Additionally, Talkdesk was recently named a Visionary in the 2017 Gartner Magic Quadrant for Contact Center as a Service, North America.* Talkdesk’s new customers include Indochino, Evernote and Education First English Live.

Several companies adopted Talkdesk over other contact center software providers, citing Talkdesk’s superior call quality, impressive product roadmap and features that benefit both businesses and their end customers. On average, Talkdesk customers achieve a 20 percent improvement in contact center productivity and a 19 percent improvement in customer satisfaction (CSAT).

Talkdesk was founded in 2011 by engineer and entrepreneur Tiago Paiva, who had a vision for reinventing contact center solutions. Talkdesk has continued to expand, doubling its engineering staff and adding a European general manager and sales office.

“When we started, we had a simple goal to improve contact centers by delivering the best call quality and an easy-to-use interface,” said Tiago Paiva, Talkdesk CEO. “There’s a bigger opportunity today – leveraging AI and machine learning to radically rethink and shape the way businesses communicate with their customers.”

Talkdesk’s momentum has attracted top talent, including seasoned industry executives and key product hires. Recent additions include:

Jafar Adibi, Head of Data Science and AI, joined Talkdesk to continue development of AI-enabled functionality. Previously, Adibi focused on data science and consumer intelligence at companies including Reunify, PwC and Incentica. Adibi holds a Ph.D. in Computer Science from the University of Southern California.

Jack Chawla joined Talkdesk from competitor Avaya to advance Talkdesk enterprise strategy and product roadmap. Before Avaya, Chawla was a Vice President of Product Marketing at SAP, Senior Director of Product at Webex and Director of Product Management at eGain. Chawla holds an MBA in Finance from Texas A&M University and B.E. in Engineering.

Peter Ekman,Vice President of People, joined Talkdesk with vast experience in building people processes and culture in iconic companies like Pandora and StubHub. Peter holds a B.S. in Managerial Economics from University of California at Davis.

Jon Heaps joined Talkdesk as the Vice President of Channels after more than 20 years of experience with leading software technology and telecommunications providers, including ShoreTel, Corvisa, inContact and Qwest Communications. Heaps holds a degree in Business Administration and Management Studies from Utah Valley University.

*Gartner, “Magic Quadrant for Contact Center as a Service, North America,” Drew Kraus, Steve Blood, Daniel O’Connell, Simon Harrison, 18 October 2017

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Talkdesk:
Talkdesk, the leading intelligent contact center cloud platform, empowers business to have more effective customer conversations. Talkdesk provides an intuitive user experience, seamless integration to more than 25 business tools and intelligence capabilities that increase representative productivity and customer satisfaction. With headquarters in SF and multiple offices in Europe, Talkdesk serves customers in more than 50 countries globally. Over 1,400 customers, including Box, Peet’s Coffee & Tea and Shopify, rely on Talkdesk to power their contact centers. Request a demo of Talkdesk at

Press Contact:
Kelsey Cullen
[email protected]

Gartner Names Talkdesk Visionary in CCaaS Magic Quadrant


Taylor Johnson

Taylor is a Product Marketing Manager at Talkdesk. He lives in San Francisco and loves exploring the city looking for the best food in every neighborhood.