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.

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.

OCTOBER 2018

Talkdesk Raises $100 Million to Power Innovation

Talkdesk announces $100 million in Series B funding led by Viking Global Investors with participation from existing investor DFJ. This round of capital allows Talkdesk to accelerate its mission to make interactive customer experience a competitive advantage for companies around the world.

APRIL 2017

Talkdesk Announces AppConnect, the World’s First Enterprise Contact Center App Store

Talkdesk AppConnect unites best-in-breed software to redefine the way businesses integrate their contact center platform as AppConnect facilitates every step of the process, from discovery to purchase. 

MAY 2016

Contact Centers Can Now Maximize Their Agent’s Productivity with Talkdesk Agent

Talkdesk Agent provides the personalized, productive connection between your agents and your customers. All the information your agents need to deliver a great customer experience is at their fingertips, including CRM data and real-time customer context from every digital interaction.

APRIL 2016

Talkdesk Launches Full Contact Center Functionality Inside Salesforce

Talkdesk for Salesforce improves agent productivity by bringing full contact center functionality into Salesforce. Powerful automations reduce manual agent tasks, a constant two-way data sync ensures data is consistent and is leveraged to personalize every interaction, and an integration with Salesforce Lightning Flow enables you to take full advantage of the latest Salesforce innovations.

NOVEMBER 2017

Talkdesk Streamlines Sales Cycles and Helps Teams Close More Business with Talkdesk for Sales

Talkdesk for Sales empowers reps with the tools they need to drive more revenue faster, all while creating better experiences for prospects. Talkdesk for Sales provides a full integration with Salesforce Sales Cloud, power dialing, voicemail drop, local presence and more.

MAR 2016

Talkdesk Launches Customizable Dashboards For Comprehensive Reporting

Talkdesk Live is a real-time reporting tool that lets you set meaningful thresholds for your metrics and get alerted when performance falls off target. Fully customizable widgets, dashboards, and reports allow you to see important details at a glance, while Talkdesk iQ clusters and reveals trending topics for even deeper insight.

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