Talkdesk on CX Today
132 stories · 14 in 2026 · 2 in the last 90 days · 14 sponsored
CX Today coverage mentioning Talkdesk, newest first. Sponsored work is identified clearly on each story.
Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Zeus Kerravala of ZK Research joins CX Today to discuss which CX vendors are leading on AI, where Avaya stands, and what buyers should watch next.
Rhys Fisher · 2 min read · 31 Aug 2026
Is Your Omnichannel Strategy Failing Because No One Owns the Customer Journey?
Omnichannel governance fails when no one owns the customer journey. Learn how CX leaders can fix accountability, handoffs, and cross-channel CX.
Alex Cole · 10 min read · 1 Jul 2026
Talkdesk Launches Proactive AI Agents, Urges Leaders to Stop Reacting to the Market
Talkdesk launches outbound AI agents to automate proactive customer engagement, retention, onboarding, and revenue growth workflows.
Francesca Roche · 3 min read · 28 May 2026
Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?
Microsoft Dynamics 365 adds AI Credit Estimation so contact centers can forecast AI credit costs alongside demand, signaling a new era for WFM.
Rob Wilkinson · 4 min read · 20 May 2026
Talkdesk Calls Out the AI Hype Machine – And Offers a Way Out
Learn why AI contact center operations fail, how KPIs mislead leaders, and how Talkdesk CXA Operations Center improves visibility.
Rhys Fisher · 2 min read · 4 May 2026
How to Design a Modern Customer Analytics Stack That Drives Action
Real talk: you can spend a fortune on dashboards, pipelines, and “real-time” everything… and still have a CX org that reacts slowly, argues about the numbers...
Alex Cole · 8 min read · 21 Apr 2026
How CXA Is Changing the Contact Center Operations Model
The contact centre operations model hasn't changed in 30 years. Talkdesk thinks CXA is about to change everything about it...
Thomas Walker · 5 min read · 15 Apr 2026
Is Your Routing Engine Breaking Omnichannel CX?
Legacy routing breaks omnichannel CX. Learn AI-driven routing, orchestration layers, and metrics to fix journeys and boost resolution.
Alex Cole · 11 min read · 3 Apr 2026
The Unification Trap: When One CX Stack Creates More Chaos
CX Today explores why stack unification is so difficult – stack sprawl, silos, identity gaps, and AI exposing integration seams.
Francesca Roche · 12 min read · 10 Mar 2026
CX Dominates G2's Agentic AI List, Makes up 6 of Top 10
G2’s 2026 Agentic AI rankings highlight Fin by Intercom, Zendesk, and Genesys Cloud CX, pointing to early agent adoption in customer support.
Rob Wilkinson · 4 min read · 27 Feb 2026
Contact Center Platform Reviews: CCaaS and AI Maturity Assessed for Real Buyers
Contact center platform reviews comparing CCaaS vendors on AI maturity, cloud readiness, compliance, and agent experience.
Alex Cole · 5 min read · 15 Feb 2026
How Contact Center Vendors Differ on Cloud, AI and Architecture
Understanding today’s contact center vendors takes more than comparing features. Instead, the modern CCaaS market is shaped by very different approaches to c...
Alex Cole · 6 min read · 15 Feb 2026
Talkdesk Takes the Gloves Off: How Commerce Orchestration Is Fixing Broken Retail CX
Talkdesk’s Michael Klein explains how commerce orchestration, agentic AI, and CX automation help retailers turn customer service into a growth engine.
Rhys Fisher · 2 min read · 26 Jan 2026
Talkdesk Says Retail Needs Orchestration, Not More AI Tools
Talkdesk introduces CXA-powered Commerce Orchestration and a new Consumer Goods Experience Cloud
Rhys Fisher · 5 min read · 12 Jan 2026
Workflow Automation Will Be Impossible for CX Leaders to Ignore in 2026. Are You Ready?
How workflow automation in CX is transforming resolution speed, reducing drop-off, and enabling AI-driven orchestration across the enterprise
Rebekah Carter · 17 min read · 23 Dec 2025
Why Talkdesk Says CCaaS Is Dead – And Why Customer Experience Automation Is Next
Explore the future of Customer Experience Automation through insights from the Talkdesk industry analyst summit in Savannah.
Zeus Kerravala · 7 min read · 11 Dec 2025
AI Agents For Customer Support: Trends, Predictions & Providers
AI agents have become a topical focus during CX discussions. Now, with their popularity soaring across industries, one might wonder what's next for agentic A...
Francesca Roche · 8 min read · 10 Nov 2025
Cracks in CX: Customer Journey Fragmentation Is Becoming Too Expensive to Ignore
Customer journey fragmentation is breaking your CX stack crack by crack. Learn how to fix it.
Rebekah Carter · 9 min read · 7 Nov 2025
Agentic AI Ushers in a New Era of Holiday Shopping
This holiday season, AI agents are set to enhance the shopping experience with customised deals and intelligent suggestions.
Nicole Willing · 7 min read · 4 Nov 2025
Talkdesk Expands Its AI Focus With Copilot and CX Data Partnership
Talkdesk has announced its new AI enhancement for Talkdesk Copilot to strengthen its CX platform. The cloud-based contact center revealed that its new agenti...
Francesca Roche · 3 min read · 22 Oct 2025
Microsoft Deepens Talkdesk Integration in Latest Partnership
Talkdesk has announced plans to expand its partnership with Microsoft by deepening integration with its platforms. The current collaboration intends to deliv...
Francesca Roche · 2 min read · 2 Oct 2025
CCaaS Market Set to Triple by 2030 – But Who Will Bear The Crown?
So far, the momentum is largely in the hands of a small group of dominant vendors: Genesys, NICE, AWS, Five9, and Talkdesk
Daniel Flatt · 4 min read · 30 Sept 2025
The Latest BIG News from ISG, Thoma Bravo, Talkdesk, & Verint
From key insights in this year's ISG Contact Center Buyers Guide to new specialized bots at Verint, here are extracts from some of this week’s most popular n...
Francesca Roche · 4 min read · 26 Sept 2025
Talkdesk Expands Vertical Focus with New CX Platform for Service-Based Industries
Talkdesk has released a new customer experience automation (CXA) platform designed for service-based businesses, the company’s latest move in a broader strat...
Nicole Willing · 3 min read · 25 Sept 2025
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way. AWS, Five9, and Talkdesk join them in the Leader square, with the latter...
Charlie Mitchell · 10 min read · 10 Sept 2025
Top Conversational Intelligence Vendors: AI-Driven Insights for Smarter Enterprises
Conversations aren’t just touchpoints, they’re valuable insights into your customers, how your business runs, and what you need to improve. The top conversat...
Rebekah Carter · 14 min read · 21 Jul 2025
Top Workforce Engagement Management Software: The Secret to Great EX
Workforce engagement management software has never been a more vital component of enterprise success. In a time of hybrid work, high turnover, rising custome...
Rebekah Carter · 12 min read · 20 Jul 2025
Generative AI in the Contact Center: What’s New in 2025?
As contact centers experiment with generative AI (GenAI), they're moving from promising pilot projects to full-scale deployments. These deployments are slowl...
Floyd March · 10 min read · 27 Jun 2025
15 Use Cases for Generative AI in Sales
AI-powered prospecting, roleplay simulations, admin automation... there are many ways in which GenAI is transforming sales.
Rebekah Carter · 10 min read · 13 Jun 2025Big CX News from Salesforce, Zoom, Talkdesk & Five9
The latest and greatest customer service and experience news from the last seven days has all been about CCW 2025. With announcements from Salesforce, Zoom, ...
Rhys Fisher · 4 min read · 13 Jun 2025
Talkdesk Creates a "New Software Category” with the Launch of Its CX Automation Platform
Talkdesk claims to have established a "new software category", launching a Customer Experience Automation (CXA) solution. With the solution, Talkdesk claims ...
Floyd March · 2 min read · 11 Jun 2025
The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk
From the launch of a unified CRM solution to the expansion of another, here are extracts from some of this week's most popular news stories. ServiceNow Unvei...
Charlie Mitchell · 4 min read · 9 May 2025
Talkdesk Drops Two New CCaaS Products, Targets Small Businesses and Utility Companies
Talkdesk has rolled out two new products to help small businesses and utility companies modernize how they serve their customers. The CCaaS stalwart built bo...
Zeus Kerravala · 5 min read · 6 May 2025
The Latest BIG News from Microsoft, ServiceNow, Avaya, & Talkdesk
From a big move in converging CCaaS and UCaaS platforms to an industry disruptor aiming to change the CRM space, here are extracts from some of our most popu...
Charlie Mitchell · 3 min read · 25 Apr 2025
Talkdesk Debuts AI Agents for Financial Services, Follows Up the Launch of Healthcare & Retail Agents
Talkdesk has announced a new solution for contact centers to build AI agents that interact autonomously with customers. The offering targets the financial se...
Floyd March · 3 min read · 24 Apr 2025
The Forrester Wave for CCaaS Platforms 2025: Top Takeaways
CCaaS (Contact Center as a Service) is a cloud-based model for delivering contact center infrastructure and applications. In short, CCaaS platforms help orga...
Rhys Fisher · 5 min read · 11 Apr 2025
Talkdesk Adds Autonomous AI Voice Agents to Its CX Toolbox
Talkdesk has added autonomous AI agents for voice to its portfolio. The AI agents engage in "life-like" conversational experiences, understanding intent, sco...
Floyd March · 3 min read · 18 Mar 2025
Talkdesk Launches an After Hours Solution to Extend Contact Center Opening Times
Talkdesk has launched an After Hours solution, which aims to extend service and sales operations beyond traditional business hours. Essentially, the solution...
Floyd March · 3 min read · 13 Mar 2025
Talkdesk Develops AI Agents for Healthcare, Differentiates with Industry Innovation
Talkdesk has announced AI Agents that autonomously interact with patients and resolve healthcare-specific queries without prior training. Unveiled at HIMSS 2...
Charlie Mitchell · 3 min read · 3 Mar 2025
Condor Chooses Talkdesk to Unify its Customer Experience
German airline Condor has looked to Talkdesk to help unify its CCaaS and CRM offerings. The partnership will see Condor bring its contact center in-house, wi...
Floyd March · 3 min read · 24 Feb 2025Big CX News from Avaya, SAP, Klaviyo, & Talkdesk
This week in CX has seen a major business move from Avaya, an agentic AI release from SAP, and much more. Here are the extracts from some of our most popular...
Rhys Fisher · 3 min read · 21 Feb 2025
Talkdesk Embeds Contact Center Tools Into Epic Cheers
Talkdesk has embedded several of its core capabilities into Epic Cheers, a popular CRM platform in the healthcare space. The capabilities include call contro...
Floyd March · 3 min read · 18 Feb 2025
Talkdesk Launches AI Agents for Retail, Goes All In on Agentic AI
Talkdesk has announced a new agentic AI offering. Available via the vendor’s Ascend AI platform, AI Agents for Retail promises to equip retail customer servi...
Rhys Fisher · 3 min read · 10 Jan 2025
Talkdesk Unveils a CCaaS Solution Targeting SMBs
Talkdesk has launched a CCaaS solution optimized for SMBs: Talkdesk Express. An omnichannel UI, conversational IVR, knowledge base, analytics, journey orches...
Charlie Mitchell · 3 min read · 28 Nov 2024The Latest BIG News from Microsoft, Salesforce, SAP, & Talkdesk
It's been another busy week for the customer experience and service space, with big announcements from Microsoft's Ignite 2024 event, a substantial acquisiti...
Rhys Fisher · 3 min read · 22 Nov 2024
Talkdesk Introduces an Offering That Embeds CCaaS Tools Into CRM Platforms
Talkdesk has announced plans to embed elements of its CCaaS platform inside third-party CRM and helpdesk systems. It will do so via a new offering: Talkdesk ...
Rhys Fisher · 3 min read · 21 Nov 2024
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2024: The Rundown
In its CCaaS Magic Quadrant, Gartner evaluates the ability of nine prominent cloud contact center providers to meet the needs of global enterprises. Until no...
Charlie Mitchell · 10 min read · 29 Oct 2024
Talkdesk Goes All in on AI Agents, Promises “Autonomous, Hyper-Personalized” CX
Talkdesk has confirmed the integration of AI agents across its entire AI suite. The newly named Talkdesk Ascend AI platform will use “agentic AI” to power al...
Rhys Fisher · 3 min read · 22 Oct 2024
CCaaS Platforms: Must-Have Features, Trends, & Providers
CCaaS portfolios are expanding quickly, with providers rushing to offer new workforce engagement management (WEM), journey orchestration, and generative AI (...
Charlie Mitchell · 13 min read · 21 Oct 2024
Talkdesk Launches a One-Click "AI Rewriter" Solution for Contact Center Agents
Talkdesk has added two new generative AI (GenAI) solutions to its CCaaS platform: the Talkdesk CX Cloud. The first is an AI Rewriter that enables contact cen...
James Stephen · 3 min read · 18 Sept 2024
Not Again! A Second Talkdesk Customer Is Sued for Its Use of Contact Center AI
A lawsuit has accused Talkdesk and LegalShield of “secretly” listening to, recording, and analyzing customer communications without consent. This allegation ...
Rhys Fisher · 6 min read · 28 Aug 2024
Agent Assist: Use Cases, Benefits, & Providers
Agent assist is not a new subset of customer experience technology. Contact centers have leveraged tools for years to recommend next-best actions, proactivel...
Charlie Mitchell · 11 min read · 24 Jul 2024
“The Tip of the Iceberg”: Analysts React to the Contact Center AI Lawsuit Against Patagonia
Last week, Michelle Gills of Willits, California, filed a lawsuit against Patagonia for leveraging Talkdesk’s contact center AI tools. The AI tools – which i...
Charlie Mitchell · 6 min read · 22 Jul 2024Big CX News from Google, HubSpot, Salesforce, & Kore.ai
This week, we see the latest installment of the Google/HubSpot saga, a bold Salesforce claim, legal issues for a Talkdesk customer, and a "GenAI Playground" ...
Rhys Fisher · 4 min read · 19 Jul 2024
Talkdesk Customer Patagonia Sued Over Its Use of Contact Center AI
Patagonia has been accused of breaking California privacy law by recording and analyzing customers’ communications without their permission. The outdoor clot...
Rhys Fisher · 4 min read · 16 Jul 2024
Talkdesk Reveals Fresh GenAI Capabilities for Retail Users
Talkdesk has announced a range of generative AI (GenAI) improvements aimed at supporting its retail users. Revealed at the CommerceNext event in New York, th...
Rhys Fisher · 3 min read · 12 Jun 2024
Talkdesk Launches New GenAI-Powered Tools – Promises an End to “Painful IVRs”
Talkdesk has announced new generative AI (GenAI) capabilities as part of the company’s mission to “eliminate bad customer experiences.” The strategy to enhan...
Rhys Fisher · 3 min read · 4 Jun 2024
Talkdesk and Cognizant Team Up on Industry-Specific Contact Center AI
Talkdesk has announced a new partnership with Cognizant to bring its Industry Experience Clouds to enterprises across the globe. In addition, the collaborati...
Charlie Mitchell · 3 min read · 30 May 2024
Gartner Peer Insights “Voice of the Customer” for CCaaS 2024
Decision-makers often leverage the Gartner Peer Insights platform to scour verified reviews of enterprise technology. Across an 18-month period, ending in No...
Charlie Mitchell · 6 min read · 14 May 2024
Talkdesk Appoints Munil Shah as CTO, Aims to Accelerate Its AI Roadmap
Talkdesk has hired Munil Shah as its new chief technology officer (CTO). In accepting the role, Shah leaves UiPath, where he spent over five years in total, ...
Charlie Mitchell · 3 min read · 11 Apr 2024