innovations

We’re Constantly Innovating So You Stay Ahead

Our Culture of Innovation Feeds Your CX Obsession

We’re serious about innovation – disruptive innovation that ends bad customer service. Innovation that enables every customer interaction to be an experience that matters. Innovation that fuels your CX obsession. Solutions that fundamentally change the way you service and support your buyers, customers and employees. Breakthrough innovation that dramatically changes the contact center market. We are the contact center platform for CX obsessed companies.

March 2020

Talkdesk Launches Guardian — The Industry’s First Contact Center Security Suite

The first-of-its-kind contact center security suite, Guardian includes a comprehensive set of tools that lets you proactively monitor contact center actions, analyze patterns in user behavior and control access to sensitive data.

March 2020

Talkdesk Expands Cloud Flexibility with a New Full Suite of Deployment Options

With Talkdesk Flexible Deployment, enterprises can quickly transition their contact center to the cloud for business continuity. A broad set of deployment options lets brands preserve infrastructure investments, meet industrial and local data regulations and improve their customer service with a modern end-to-end cloud-native contact center solution.

March 2020

Talkdesk Allows Companies to Choose Their Cloud Geographic Deployment Zone

With Talkdesk Regional Cloud, enterprises can now choose their cloud location to take advantage of everything a cloud-native contact center built on a global cloud infrastructure can offer, wherever they want it, and stay compliant with local or industry data regulations and customer requirements.

March 2020

Talkdesk Extends the Deployment Options to Enterprise-Class Cloud Providers

Talkdesk Select Cloud is a cloud-agnostic solution focused on helping enterprises reduce costs and improve performance by enabling all the modern and innovative functionalities of an end-to-end cloud-native contact center on the cloud infrastructure provider of choice.

MARCH 2020

Talkdesk Studio Now Enables Complete Control to Customize IVR and Routing

Talkdesk launches Studio Functions, a new routing design capability that offers limitless customization options allowing enterprises to optimize customer journeys and deliver more efficient and friction-free experiences.

MARCH 2020

Talkdesk Strengthens Business Intelligence Customization with Custom Calculations

With Talkdesk Explore companies can now track virtually any KPI by combining over 900 metrics and dimensions to fine-tune custom reports and dashboards to meet unique business needs and quickly discover insights to make the right decisions faster.

MARCH 2020

Talkdesk Guide Transforms the Way Companies Provide Information to Their Customers and Agents

Guide is an AI-powered, self-service knowledge base that enables companies to help their customers and agents help themselves. Level-up your customer self-service while empowering every agent to provide a world-class customer experience.

MARCH 2020

Three Months of Free Access to Talkdesk Boost for Business Continuity

Talkdesk announced it’s providing Boost for free for three months to help companies accelerate the support of remote, work-from-home contact center staff in response to the Coronavirus outbreak.

FEBRUARY 2020

Talkdesk Enhances Outbound Dialer™ Suite for Efficient and Compliant Customer Outreach

Talkdesk announced three enhancements to its cutting-edge, AI-infused Outbound Dialer suite. The new native Predictive Dialer, new Proactive Notifications and enhanced Salesforce Dialer integration offer Talkdesk customers a variety of options to proactively connect with their current and prospective customers in an efficient and compliant manner.

FEBRUARY 2020

Talkdesk Virtual Agent Delivers Customer Self-service with the Power of AI

Enterprises can now deliver 24/7 intelligent voice self-service with Talkdesk Virtual Agent, a customer assistant that autonomously solves customer issues with a human-like experience.

FEBRUARY 2020

Talkdesk to Revolutionize Contact Center Industry With 20 Products in First 20 Weeks of 2020

The Talkdesk 20-in-20 program rolls out in a series of announcements beginning with Virtual Agent, continues with a steady cadence of market-disrupting announcements and concludes in April with significant news, disclosures and celebrations at Opentalk 2020.

JANUARY 2020

Talkdesk wins 2020 Innovation Award from Business Intelligence Group

Talkdesk has been named a winner in the 2020 BIG Innovation Awards presented by the Business Intelligence Group. Talkdesk is recognized for Talkdesk iQ™, native artificial intelligence (AI) that is infused throughout the Talkdesk Enterprise Cloud Contact Center platform.

DECEMBER 2019

Talkdesk Innovation Culture Results in More Than 200 Patents Filed in 100 Days

Talkdesk announced the completion of more than 200 U.S. patent applications in 100 days. All 200 filed patents cover its enterprise contact center with more than half specifically protecting Artificial Intelligence (AI) capabilities within the contact center.

OCTOBER 2019

Talkdesk Leads Industry in Security Certifications

Talkdesk sets the bar as first Contact Center as a Service (CCaaS) vendor to achieve  security certification for Business Continuity Management.

OCTOBER 2019

Talkdesk Integrates with Zoom for Greater Contact Center Collaboration

Contact centers can now combine Zoom Phone for voice and video communications with the power of Talkdesk in a seamless experience that allows them to make and receive calls through a single voice channel throughout their organization.

AUGUST 2019

Talkdesk Announces the Opening of Its Second Innovation Lab

The second Innovation Lab from Talkdesk will open in Aveiro, Portugal, in 2020. It will be focused on exploring emerging technologies to drive future capabilities and create impact for customers.

JUNE 2019

Talkdesk Boost Invites Contact Centers to Accelerate Digital Transformation

With Talkdesk Boost, enterprises can leverage and strengthen their existing investment in on-premises ACD with modern and intelligent cloud applications to boost agent performance, supervisor productivity, IT agility and customer self-service.

JUNE 2019

Talkdesk Hybrid Cloud Enables Contact Centers to Combine the Best of Private and Public Clouds

Talkdesk Hybrid Cloud enables enterprises to take advantage of the innovation, processing capabilities, agility and cost-efficiency of the powerful public cloud, while complying with specific enterprise-grade security requirements in the private cloud.

MAY 2019

Talkdesk Agent Assist Empowers Contact Center Agents with AI-Powered Conversational Assistant

Now enterprises can deliver great customer experiences every time by empowering their contact center agents with Talkdesk Agent Assist, a personalized AI-powered assistant that listens, learns and assists in every conversation with next best actions, reducing agent effort, improving accuracy and lowering costs. 

MARCH 2019

Talkdesk Opens First Innovation and R&D Lab

TDX Coimbra was created in partnership with the University of Coimbra and is an Innovation Lab to fast-track key technology initiatives and accelerate technological responses to business issues.

MARCH 2019

Talkdesk Announces AI-infused Workforce Management

With the announcement of Talkdesk Workforce Management, Talkdesk redefines agent engagement with mobile self-service shift swaps and time off requests, and reduces the effort required to create and manage forecasts and schedules with an automation-first approach leveraging AI. 

MARCH 2019

Talkdesk Eases Migration to Cloud with xConnect

Talkdesk xConnect provides enterprises the flexibility to choose their preferred voice connection by taking advantage of existing carrier relationships and on-premises IP-based PBX, reducing costs and easing the cloud migration.

FEBRUARY 2019

Talkdesk wins 2019 BIG Innovation Award

Talkdesk was named a winner in the 2019 BIG Innovation Awards presented by the Business Intelligence Group.

NOVEMBER 2018

Talkdesk Explore Enables Improved Contact Center Performance Through Powerful AI-powered BI

With Talkdesk Explore, contact centers can now access actionable insights instantly and effortlessly from large volumes of data.

Talkdesk Explore is an easy-to-use historical reporting and business analytics tool that features AI-driven speech insights, flexible filtering, scheduling, pre-built and fully customizable reports and dashboards for a 360 degree view of the contact center performance to turn insights into results.

NOVEMBER 2018

Talkdesk Launches Measurement Service to Benchmark Contact Centers

With Talkdesk Benchmark now contact centers can  compare their performance to industry peers by industry, region, employee or agent size, and identify areas of improvement to positively impact agent performance and customer satisfaction.

NOVEMBER 2018

Talkdesk Infuses Contact Centers with Artificial Intelligence Layer

With Talkdesk iQ, contact centers can immediately leverage the power of artificial intelligence (AI) to improve customer experience. Infused throughout the Talkdesk Enterprise Contact Center Platform, Talkdesk iQ mines billions of interactions to reveal customer insights and trends and drive predictive recommendations to optimize agent and contact center efficiency. 

NOVEMBER 2018

Talkdesk Announces 100% Uptime SLA

Talkdesk sets a new industry standard for platform reliability by offering a 100% uptime SLA, leveraging a deep network of telecom providers all over the globe and unparalleled multi-carrier redundancy. In the event of a network disruption, calls remain active and supported by Talkdesk multi-cloud diversity, distributed geographically across multiple points of presence around the globe.

NOVEMBER 2018

Talkdesk Enables Businesses to Win at Omnichannel Customer Experience

Talkdesk Omnichannel provides integrated customer support through SMS, live chat, email, and dozens of social media and messaging apps including Facebook Messenger, Twitter, WhatsApp and more. Agents have quick access to customer profile information, ensuring a responsive, personalized experience.

NOVEMBER 2018

Talkdesk Empowers Sales and Services Agents with Talkdesk Mobile

Talkdesk Mobile allows sales and service representatives to engage with customers any time, anywhere, using any iOS- or Android-compatible device. Now customers can enjoy the power and flexibility of Talkdesk Agent, the company’s floating desktop agent interface–using their iOS or Android device. 

NOVEMBER 2018

Talkdesk Announces SDK Availability for Android and iOS

A new Android SDK and updated iOS SDKs enable customers to build a powerful Visual IVR solution with clicks, not code. Preserve context captured through mobile interactions, offer callback requests, and provide direct access to knowledge base articles and information using Talkdesk Self-Service SDK.

NOVEMBER 2018

Talkdesk Simplifies Call Flow Design With Studio

Talkdesk Studio is an intuitive and powerful routing flow designer that allows companies to visually design customer journeys without code or expensive IT resources. Studio improves contact center average hold and handle times by routing the right interaction to the right agent. Talkdesk iQ can even recommend optimal flows to streamline routing.

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