Contact Center Trends

Year-in-review: Here’s to an extraordinary year

Lidia Tavares Dias

By Lídia Dias

0 min read

2021 Year Review

Let’s wrap an amazing year with our employees, partners, and customers.

2021 was a huge year for Talkdesk—not only for our team but also for our customers and partners who deliver exceptional customer service. But before we jump into the new year, let’s remember the most iconic Talkdesk moments of 2021 and celebrate together the achievements—all possible because of our incredible community of employees, partners, and customers.

Talkdesk makes history and prepares for a new decade of extraordinary.

2021 marked our 10th anniversary. A decade after entering a hackathon, Tiago Paiva prepared the company for the next phase of transformational growth: a new brand and several product innovations. The company debuted a new logo and tagline, a bold new corporate identity with a fresh purple color palette and updated brand elements, a new website, and its first global advertising program.


The value of community.

Right after changing our brand identity, we introduced the Talkdesk Community: a space for our amazing customers to connect, collaborate, and celebrate CX innovation and best practices. This is a space where customers can gain additional value from their Talkdesk investment by brainstorming, exploring, and even respectfully debating with their peers about Talkdesk and CX solutions, use cases, and strategies.


10 years in the making.

In August, Talkdesk employees, customers, and partners woke up to historic headlines: the company hit the $10 billion valuation mark. At the same time, Sidney Carey was appointed Talkdesk CFO, Gartner positioned us again as a Leader in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service report, and the company was named #17 to the Forbes Cloud 100.


Calling is cool again.

Talkdesk Phone was launched in September as the first business phone system that is natively built on a cloud contact center platform. This solution offers a holistic view of interactions across the organization, simplifying reporting, management, and the user experience.

Because it’s native, we’ve been able to bring the advanced features and capabilities of our CX Cloud platform to business phone users. That includes everything from incorporating advanced AI and automation to sophisticated omnichannel routing and extensive analytics.


Be grateful—count your blessings.

As we neared the end of the year, we reflected on the key values that drive what we do and enable us to help companies deliver a better customer experience. We took the whole month of November to celebrate and be grateful for our customers, partners, and employees, reinforcing our core values: trust and transparency; diversity, equity, and inclusion; courageous innovation; customer obsession; and community and environmental giving.


In 2022, we will stay committed to our values, working hard to help companies across the world deliver better customer experiences. We can’t wait to share what the new year will bring. Thanks for being part of our story!


Lidia Tavares Dias

Lídia Dias

Lídia is a marketing content writer that has been writing about banking and technology for the last few years. She believes in better, human-like digital experiences. When not writing, she’s probably cooking for her kids or reading crime books and thrillers.