CCaaS leaders and communication innovators, Talkdesk, recently announced an exciting achievement to launch 2020 on a thrilling note. The Talkdesk brand has successfully filed a total of more than 200 US patent applications in 100 days. All of these patents cover the enterprise contact centre offered by Talkdesk, with more than half concentrating on AI capabilities in the contact centre.
According to the Chief Product Officer of Talkdesk, Charanya Kannan, innovation is part of Talkdesk’s DNA, and a crucial part of how the brand stands out in the marketplace. The patent milestone recently achieved by the company is an excellent example of the company’s ongoing dedication to creating pioneering new experiences for users.
Fuelling Innovation at Talkdesk
One of the central components fuelling Talkdesk’s passion for innovation is the TDX Labs program. The TDX Labs environment explores the latest emerging technologies driving modern capabilities in the communication landscape. In this program, data scientists, researchers in CX, and technologists explore AI as the future of customer service, and a key disrupter of the contact centre industry, with the potential to enable stronger automation, engagement, and contact centre decisions.
According to the head of data science at Talkdesk, Jafar Adibi, innovation is what allows Talkdesk to continue growing its position as a frontrunner and leader in the Contact Centre as a Service industry. The patent milestone is an exciting step forward in Talkdesk’s commitment to remain at the peak of their industry, changing the way that people communicate in the business landscape.
The Latest Capabilities from Talkdesk
2020 is set to be an exciting year for Talkdesk, with more pioneering new developments on the horizon. Throughout 2019, the company introduced a range of new capabilities, including the arrival of Talkdesk Workforce Management tools, Hybrid Spaces, Agent Assist features, and more. Talkdesk also introduced “Boost” a system to help improve the way that agents experience the contact centre landscape and accelerate the move to cloud.
The application of disruptive technologies like AI across Talkdesk solutions comes from the Talkdesk IQ environment, offering real insights and valuable recommendations on how customer service providers can improve their interactions with customers through business intelligence tools. Embedded into the heart of the Talkdesk solution, the Talkdesk IQ intelligent offering mines data from billions of daily interactions. This reveals useful trends and customer insights, while helping to unlock more information about how to improve contact centre efficiency.
As a leader in the CCaaS space, Talkdesk continues to set the standard among its competitors for driving cloud innovation and transformation. The introduction of more than 200 new patents pending will make customer experience even more compelling for Talkdesk customers.
