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innovations


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.

SEPTEMBER 2022


TALKDESK BECOMES A CERTIFIED MICROSOFT TEAMS CONNECT CONTACT CENTER.

Talkdesk has received the Microsoft Teams Connected Contact Center certification
from Microsoft, officially validating the Talkdesk Microsoft Teams Connector
making it generally available to all Talkdesk customers. Becoming a certified
Connected Contact Center indicates Talkdesk has been fully vetted and approved
by Microsoft as a valuable contact center partner for any company using
Microsoft Teams.

LEARN MORE

AUGUST 2022


TALKDESK NAMED A LEADER IN THE GARTNER® MAGIC QUADRANT™ FOR CCAAS FOR THE 4TH
CONSECUTIVE YEAR.

LEARN MORE

JUNE 2022


TALKDESK LAUNCHES A CUSTOMER SERVICE PLATFORM MADE FOR RETAILERS TO UNIFY
PHYSICAL AND DIGITAL CHANNELS.

Talkdesk Retail Experience Cloud™ is an AI-powered, out-of-the-box, customer
service platform specifically made for retailers to drive brand loyalty and
customer lifetime value by meeting their customers wherever they are.

LEARN MORE

APRIL 2022


TALKDESK EXPANDS ITS FINANCIAL SERVICES OFFERING TO MEET THE NEEDS OF INSURERS.

Designed to unify the customer journey across policy servicing, claims, and new
business, Talkdesk Financial Services Experience Cloud™ for Insurance is an
end-to-end solution that will increase customer loyalty and improve business
agility.

LEARN MORE

MARCH 2022


TALKDESK EXPANDS TALKDESK ON-THE-GO WITH TWO NEW MOBILE APPS.

Talkdesk Phone Mobile App allows employees to connect from anywhere on their
mobile device using a modern cloud business phone system. The Talkdesk Schedule
Mobile App provides agents 24/7 access to manage their scheduled shifts directly
on their mobile device.

LEARN MORE

NOVEMBER 2021


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).

LEARN MORE

NOVEMBER 2021


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.

LEARN MORE

NOVEMBER 2021


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.

LEARN MORE

OCTOBER 2021


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.

LEARN MORE

OCTOBER 2021


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.

LEARN MORE

SEPTEMBER 2021


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.

LEARN MORE

August 2021


TALKDESK AGAIN NAMED A LEADER IN 2021 GARTNER® MAGIC QUADRANT™ FOR CCAAS.

LEARN MORE

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).

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

November 2020


TALKDESK NAMED A LEADER IN 2020 MAGIC QUADRANT FOR CCAAS.

LEARN MORE

September 2020


TALKDESK REMOTE SOLUTIONS FOR REMOTE CONTACT CENTERS.

LEARN MORE

August 2020


TALKDESK NAMED A LEADER IN THE FORRESTER WAVE.

LEARN MORE

July 2020


TALKDESK SECURES $143M IN SERIES C FUNDING.

Series C funding reflects strong investor confidence and highlights the
strategic role of superior customer experience among top global brands in
today’s environment. The new funding brings Talkdesk valuation to $3B+.

READ PRESS RELEASE

May 2020


TALKDESK EXPANDS OFFERING WITH A COMPLETE SUITE OF WEM SOLUTIONS.

Talkdesk Workforce Engagement Management™ is an integrated suite of intelligent,
intuitive solutions designed to help you manage, develop, and engage your agents
throughout the employee lifecycle. A single cloud platform unifies your contact
center and workforce engagement solutions, providing a seamless user experience
for customer interactions, call recording, quality management, and scheduling.

LEARN MORE

May 2020


TALKDESK MAKES QUALITY MANAGEMENT SMARTER.

With Talkdesk Quality Management™, it’s never been easier to evaluate agent
interactions, identify key areas of improvement, and provide agents with the
actionable feedback they need to deliver great customer experiences.

LEARN MORE

May 2020


GET A COMPLETE PICTURE OF EVERY INTERACTION WITH TALKDESK'S NEW RECORDING
CAPABILITIES.

Maintain compliance, gather insights, and identify key areas of improvement with
flexible inbound and outbound call recording, synchronized playback of voice and
screen recordings, and custom storage options.

LEARN MORE

May 2020


TALKDESK INTRODUCES SPEECH ANALYTICS TO MAKE EVERY WORD COUNT.

Talkdesk Interaction Analytics™ uses AI-powered speech analytics to understand
customer intent, automate call quality monitoring, and improve agent
performance, so you never miss an opportunity to improve the customer
experience.

LEARN MORE

MAY 2020


TALKDESK LAUNCHES CUSTOM INTEGRATIONS IN MINUTES WITH CONNECTIONS.

Connections™ extends Talkdesk’s “clicks, not code” philosophy, reducing demand
on IT teams to build, test, and deploy new integrations. With Connections,
enterprises can integrate their contact center to any third-party system using
simple configurations right from within the Talkdesk CX Cloud interface.

LEARN MORE

May 2020


TALKDESK ANNOUNCES CX CLOUD.

Talkdesk CX Cloud™ is an end-to-end customer experience solution, with the most
comprehensive native suite of contact center apps on a single platform. The
solution includes apps for Customer Engagement, Workforce Engagement, Employee
Collaboration, AI & Knowledge, and Analytics & Insights.

LEARN MORE

April 2020


TALKDESK CXTALENT—THE FIRST AND ONLY CONTACT CENTER GIG ECONOMY.

Talkdesk CXTalent™ is a gig economy that connects individuals seeking remote
jobs with companies hiring contact center workforce, creating a global talent
pool. AI recommends best-fit profiles and helps organizations hire candidates
who are Talkdesk Academy™ trained, certified, and ready to work.

LEARN MORE

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.

LEARN MORE

March 2020


TALKDESK EXPANDS CLOUD FLEXIBILITY WITH 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 allows brands to preserve infrastructure investments, meet industrial
and local data regulations, and improve their customer service.

LEARN MORE

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 and stay compliant with local or industry data
regulations and customer requirements.

LEARN MORE

march 2020


TALKDESK LAUNCHES PROXY, A BACKUP SYSTEM FOR CONTACT CENTERS.

Proxy is a reliable backup system that supports key contact center capabilities.
It provides automatic failback to our geographically redundant, secure Global
Communications Network so businesses are always on.

LEARN MORE

MARCH 2020


TALKDESK STUDIO OFFERS FULL 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 frictionless experiences.

LEARN MORE

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. Explore helps to fine-tune custom reports and
dashboards and quickly discover insights to inform the right decisions faster.

LEARN MORE

MARCH 2020


TALKDESK GUIDE TRANSFORMS THE WAY COMPANIES PROVIDE INFORMATION TO CUSTOMERS AND
AGENTS.

Guide is an AI-powered, self-service knowledge base that allows companies to
help their customers and agents help themselves. Level up your customer
self-service while empowering every agent to provide great customer experiences.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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.

LEARN MORE

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