innovations | 2023

Innovations in customer service that help you stay ahead.

Our culture of innovation feeds your customer experience 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 industry. We are the contact center platform for CX-obsessed companies.

Innovations Build Trusted Student Staff And Alumni Relationships


Talkdesk announces new solution for higher education institutions.

Talkdesk Education Smart Service™ helps colleges and universities transform engagement with their diverse stakeholder groups. The solution helps stakeholder-oriented teams across different departments scale service with AI and ensure students, staff, and alumni have more consistent and personalized interactions in support of donations, student and parent satisfaction, and other priority goals.

Contact Center Ai That Actually Delivers Roi Gen Ai

October 2023

Talkdesk unveils a new era of AI & automation for CX transformation.

Building on its market-leading contact center AI, Talkdesk has infused generative AI throughout CX Cloud™ and the Industry Experience Clouds™ empowering organizations to take customer experiences to the next level. With robust safeguards built in, brands can confidently make the most of generative AI driving significant impact on cost reduction and operational efficiency.

Epic Pal 2023 Logo


Talkdesk and Epic enter new collaboration with the launch of Epic’s Pals program.

Talkdesk is the first CCaaS vendor to be announced as a member of Epic’s new Partners and Pals program, which helps customers select vendors that use validated integrations with Epic’s software. The two companies will co-innovate to offer mutual customers more deeply connected patient experience solutions than previously possible, including advanced voice and digital contact center capabilities from Talkdesk integrated directly with current and future features of Epic’s Cheers CRM suite.

Government Federal Fedramp Deliver Modern Customer Service For Better Citizen Agency Experiences


Talkdesk Federal Experience Cloud™.

The Talkdesk Federal Experience Cloud™ Edition is purpose-built to meet the highest security standards for information confidentiality, integrity, and availability. A comprehensive suite of applications for voice and digital engagement, workforce management, and contact center operations is available to modernize customer service in the public sector and other regulated industries.

Ticketing System Innovation

MARCH 2023

Talkdesk expands digital engagement solution with the launch of Talkdesk Cases.

When it comes to customer support, more than one conversation is often needed. Add a powerfully simple customer service ticketing system to your Talkdesk Digital Engagement solution to keep the conversation going until the customer query is resolved. Turn every conversation into a positive business outcome with Talkdesk Cases.

Configure Intelligent Customer Journeys With Out Box Templates

MARCH 2023

Talkdesk launches Smart Help.

Talkdesk facilitates easier, faster implementations with Smart Help, an in-app tool that suggests contextually-relevant technical guides and out-of-the-box customer journey templates and industry-specific intent models to quickly configure models, flows, and automations specific to your business needs.

Automatic Summary

February 2023

Talkdesk launches Automatic Summary, powered by GPT.

Talkdesk Agent Assist™ now supports Automatic Summary, a GPT-powered feature that streamlines after-call work by generating detailed, high-quality summaries in seconds.

Gartner Peer Insights 2023

February 2023

Talkdesk receives Customers' Choice Distinction in the 2023 Gartner® Peer Insights™ 'Voice of the Customer’ for CCaaS.

Discover more Innovations from 2022.