Innovations | 2021

Innovations in customer service that help you stay ahead.

Reimagine Agent Management Hybrid Remote Workforces


Talkdesk introduces new capabilities to reimagine agent engagement for hybrid and remote workforces.

Talkdesk Feedback™ and Talkdesk Performance Management™ connect customer feedback and agent performance at scale, enabling organizations to develop and retain agents and empower them to provide even better customer experiences (CX).

Talkdesk Feedback Put Voice Customer Heart Contact Center


Talkdesk launches Feedback, helping companies put the voice of the customer at the heart of their contact center.

Talkdesk Feedback™ puts the voice of the customer at the heart of the contact center. Easily create and deploy surveys on any channel to capture, analyze, and act on customer feedback. Gain the insights you need to discover trends, identify opportunities and pain points, and make informed decisions that lead to happier, more loyal customers.

Performance Management Maximize Potential Every Agent


Talkdesk launches Performance Management to help contact centers maximize the potential of every agent.

Talkdesk Performance Management™ provides managers with the tools they need to maximize the potential of every agent. Measure and track agent performance over time using interactive leaderboards, benchmarks, and goals, while capitalizing on opportunities for improvement with intuitive click-to-coach workflows.

Citizen Journey Virtual Assistant


Talkdesk launches an AI-embedded solution for government agency contact centers.

The Talkdesk Citizen Engagement solution improves the benefits administration process and enables proactive communication with constituents, while modernizing government contact centers for scale and flexibility.

Talkdesk Insurance Smart Services Virtual Agent


Talkdesk drives smarter insurance engagements and policyholder loyalty.

The Insurance Smart Service solution optimizes agent and policyholder interactions by combining intelligent self-service and AI-assisted interactions with out-of-the-box integrations to major CRM systems.

Communicate Anywhere


Talkdesk launches the first and only business phone system built on a leading cloud contact center platform.

Talkdesk Phone is a business phone system built to unify collaboration and contact center applications to drive business agility, reduce costs, and provide a better way for hybrid workforces to deliver great customer experiences.

Gartner 2021 Leader Mq

August 2021

Talkdesk again named a Leader in 2021 Gartner® Magic Quadrant™ for CCaaS.

Dragonfly Skyrockets 10b Valuation

August 2021

Talkdesk skyrockets to $10B valuation. Appoints Sydney Carey as CFO.

Talkdesk raised $230 million in recent funding. We closed our Series D round with more than $10 billion valuation and appointed Sydney Carey as Chief Financial Officer (CFO).

Conversations Complete Patient Information

June 2021

Talkdesk launches the first contact center solution purpose-built for healthcare.

Initially designed to serve hospital and health system needs, Talkdesk Healthcare Experience Cloud™ for Providers helps deliver better patient experiences on digital and voice communication channels. The end-to-end solution connects patient data across channels to power synchronized, intelligent interactions that are personalized and convenient.

Deliver Better Account Servicing

June 2021

Talkdesk launches the first contact center solution purpose-built for financial services.

Initially reimagining the banking experience, Talkdesk Financial Services Experience Cloud™ for Banking enables financial services companies to deliver connected, intelligent, and secure client interactions more effortlessly, across any communication channel. Featuring out-of-the-box integrations to core banking systems, the digital-first solution ties together data from across the client journey and delivers immediate time to value.

Delight Customers Smarter Self Service Ai Assisted Agents

June 2021

Talkdesk automates product inquiries and returns for brands and retailers.

Talkdesk Retail Smart Service helps retailers and brands deliver quality, fast, automated service, freeing agents to focus on brand-enhancing, revenue-generating activities with the help of AI.

Available Apporchard Light Large Label

May 2021

Talkdesk integrates with Epic EHR to power seamless patient experiences.

Talkdesk now integrates out-of-the-box with the Epic electronic health records platform empowering healthcare providers to deliver more personalized, contextualized and seamless patient interactions. The integration, available via the Epic App Orchard, surfaces vital information for contact center staff about patients they’re supporting, giving important context that speeds up interactions and promotes more patient-centric service.

Talkdesk Flexible Shopping

May 2021

Talkdesk launches a better way to provide shoppers choice, comfort, and convenience.

The Talkdesk Flexible Shopping solution enables retailers to orchestrate safe, contactless experiences such as curbside pickup, buy-online-pick-up-in-store, and appointment shopping while streamlining communications and improving cross-channel customer service.

Financial Services Talkdesk Digital Lending

April 2021

A new AI-infused digital lending solution accelerates the lending lifecycle.

The Talkdesk Digital Lending solution enables lenders to streamline and accelerate loan origination and servicing processes for personal, mortgage and commercial loans. AI-powered capabilities help lenders service the recent surge in loan volumes, while also meeting compliance and regulatory requirements.

Workspace And Builder

April 2021

Talkdesk Workspace, a customizable interface to make work easy.

Talkdesk Workspace unifies all customer experience applications and data on a “single pane of glass,” and allows companies to create the ideal interface for each contact center role. Along with Workspace, Talkdesk also announced Talkdesk BuilderTM, a comprehensive set of low- and custom-code development tools that enable customization of every aspect of the contact center.

Travel Reach Your Costumers Wherever They Are

April 2021

Talkdesk announces Vacation Now solution to support Travel & Hospitality. Free for 90 days.

Talkdesk Vacation Now helps tourism and hospitality companies deliver fast, scalable customer service so travelers can escape faster to their dream destinations. Designed to help companies ready their contact centers in as little as 24 hours, Talkdesk is offering a 90-day free account to help support anticipated surges in demand as the industry reboots.

Partner Program Global Ecosystem Growth

April 2021

Talkdesk relieves administrative responsibilities with new Managed Services.

Talkdesk Managed Services, powered by contact center consulting providers like PPT Solutions, helps customers manage and optimize their contact center operations, leading to improved operational efficiency and better customer experiences.

Ai Trainer

March 2021

Talkdesk launches AI Trainer, the first human-in-the-loop tool for contact centers.

Talkdesk AI Trainer moves Talkdesk one step further in its quest to automate 80% of customer interactions. To reach 80% automation, machine learning models such as intent detection, sentiment detection and speech-to-text need to improve continuously over time.
Talkdesk AI Trainer enables enterprises to successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction.

Ppp Small Business Lending Solution

January 2021

Talkdesk streamlines loan administration to get small businesses back on their feet.

With the new Talkdesk Small Business Lending Solution, Talkdesk reduces friction in the Paycheck Protection Program (PPP) loan distribution business, helping financial institutions fast track the application, approval and distribution process to get borrowers the help they need now.

Healthcare Vaccine Administration

January 2021

Talkdesk eases Vaccine Administration for patients and providers.

With the new Talkdesk Vaccine Administration Solution, Talkdesk helps healthcare providers with global vaccine administration and patient communications, simplifying and accelerating patient access to the vaccine to protect and save more lives.

Powered by AWS

January 2021

Talkdesk broadens machine learning capabilities with Amazon Web Services.

Talkdesk collaboration with AWS boosts artificial intelligence integration and customer experience personalization by expanding its machine learning (ML) offering to provide a wider range of ML-driven options and capabilities through AWS CCI solutions.

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