Tiago Paiva
Customer experience voice
55 stories · newest first · 2 in 2026 · 0 in the last 90 days
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
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
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
Big 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
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
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 2025
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
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
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
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 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
Talkdesk Announces an “Industry-First” GenAI Suite for On-Premise Contact Centers
Talkdesk has announced an "industry-first" customer experience application suite for third-party, on-premise contact centers, powered by generative AI (GenAI...
Charlie Mitchell · 3 min read · 25 Mar 2024
Talkdesk is Helping Bring Water to the Desert
The Las Vegas Valley Water District has chosen Talkdesk’s AI-powered solutions to help enhance its customer service channels. The not-for-profit provides wat...
Rhys Fisher · 3 min read · 21 Mar 2024
Talkdesk Launches a GenAI-Powered Autopilot, Targets Banking and Retail
Talkdesk has launched its new Autopilot, providing banking and retail users with an industry-specific virtual agent. The new release utilizes generative AI, ...
Rhys Fisher · 3 min read · 7 Mar 2024
Talkdesk Expands Its Agent-Assist and Self-Service Suites with the Help of Generative AI
Talkdesk has released a flurry of generative AI (GenAI) innovations to assist contact center agents and simplify self-service design. The new agent-focused f...
Charlie Mitchell · 4 min read · 16 Oct 2023
The Latest BIG News from AWS, Talkdesk, Salesforce, & NICE
From the launch of a new "Customer Success Score" to more industry layoffs, here are some extracts from our most popular news stories over the last seven day...
Charlie Mitchell · 4 min read · 29 Sept 2023
Talkdesk Endures Third Round of Layoffs in 14 Months
A spokesperson for Talkdesk confirmed the company has made "limited headcount reductions", which constitute its third round of layoffs in under 14 months. Th...
James Stephen · 3 min read · 28 Sept 2023
Talkdesk, Dialpad, and Zoho Crack the Forbes Cloud 100 List
High-flying customer experience vendors Talkdesk, Dialpad, and Zoho have claimed their places on the 2023 Forbes Cloud 100 List. The tech providers placed ei...
Charlie Mitchell · 3 min read · 9 Aug 2023
CX Awards 2023 Winners 🏆
AI is everywhere. CCaaS and UCaaS systems are converging. Immersive experiences are emerging. These are just some of the trends touching the customer experie...
Charlie Mitchell · 2 min read · 17 Feb 2023
Introducing Your CX Awards 2022 Winners 🏆
Over the past 12 months, numerous innovations have come to the fore, pushing CX transformation projects forwards at an unrelenting pace. Infused with advance...
Charlie Mitchell · 2 min read · 18 Feb 2022
Talkdesk Valued at $10bn+ Following $230mn Round
Contact centre provider Talkdesk has announced its latest Series D round of funding. The company’s CX Cloud solution contains a broad suite of software for c...
William Smith · 2 min read · 12 Aug 2021
Zolar Picks Talkdesk to Power Contact Centre Solution
Talkdesk has been picked by a Berlin-based green tech company as its contact centre provider. Talkdesk will supply voice services and Talkdesk for Salesforce...
Carly Read · 2 min read · 15 Jul 2021
Talkdesk Debuts Financial Services Contact Centre Offer
Cloud contact centre provider Talkdesk has announced a new contact centre product built specifically for the financial services industry. The company used th...
William Smith · 2 min read · 16 Jun 2021
Talkdesk Appoints Its First Chief Human Resources Officer
Talkdesk, the global customer experience leader for customer-obsessed companies, announced the appointment of Laura Butler as the company’s first chief human...
Sandra Radlovački · 2 min read · 10 Jun 2021
Talkdesk to Fuel Cabify Driver Engagement
Talkdesk has been chosen by Cabify , the leading multi-mobility company in Spain and Latin America, to drive its contact centre across multiple locations. Ta...
Carly Read · 2 min read · 2 Jun 2021
Talkdesk Named “Exemplary” Contact Centre Vendor
San Francisco, California-based contact centre software firm Talkdesk has received the highest classification of “Exemplary” for best overall performance and...
William Smith · 2 min read · 11 May 2021
Big CX News You May Have Missed
Popular stories shared among locked-down agents, business leaders and our loyal readership are on AI, acquisitions and a brand new smile function from Google...
Carly Read · 3 min read · 12 Apr 2021
Report Reveals Retail’s 2nd Digital Transformation Wave
Customer Experience (CX) Revolution in Retail , a new research report by Talkdesk, reveals the accelerated change in customer shopping behaviour and expectat...
Sandra Radlovački · 2 min read · 8 Apr 2021
Talkdesk Launches Vacation Solution
Talkdesk has announced a new COVID-19 relief and recovery solution designed to help travel and hospitality companies ready their contact centres in preparati...
Carly Read · 2 min read · 7 Apr 2021
High Scorer Talkdesk Leads G2 Spring 2021
Talkdesk has announced it leads the contact centre solutions industry in 17 reports across six categories of the G2 Spring 2021 report. The l eading cloud co...
Carly Read · 1 min read · 24 Mar 2021Big CX News You May Have Missed
Genesys Announces Plan to Acquire Bold360 Later This Year Genesys ’ proposed acquisition of Bold360 from LogMeIn will advance Genesys ‘ Experience as a Servi...
Carly Read · 3 min read · 22 Mar 2021
Talkdesk and Alorica Announce Strategic Partnership
Talkdesk has today announced a strategic partnership with Alorica, a global leader in customer experience (CX) solutions, to deliver turnkey CX solutions. Th...
Carly Read · 1 min read · 17 Mar 2021
Talkdesk Announces Appointments in Global Expansion Shift
Talkdesk has today announced the appointment of three senior executives to further accelerate international growth. Anthony (Tony) Barbone has been appointed...
Carly Read · 2 min read · 10 Mar 2021
Big CX News You May Have Missed
As we sail from January into February, the chatter from the world of CX is getting louder by the day. Prominent stories being shared among locked-down agents...
Carly Read · 3 min read · 1 Feb 2021
Talkdesk Announces Vaccine Administration Solution to Support COVID-19 Relief
Talkdesk®, Inc. Has announced new solutions to address two major challenges brought on by the COVID-19 pandemic. The cloud contact centre for innovative ente...
Carly Read · 4 min read · 26 Jan 2021
Krisp Wins $10,000 for Charity at Talkdesk Digital Showdown
Cloud contact center developer Talkdesk recently hosted a virtual version of its Talkdesk Showdown event. The contest featured nine (ten if you include Talkd...
Moshe Beauford · 3 min read · 10 Nov 2020
Talkdesk Introduces Mobile and At-Home Solutions
Leading cloud contact centre providers, Talkdesk, recently announced two new additions to its portfolio. Talkdesk On the Go and Talkdesk Remote aims to enhan...
Rebekah Carter · 3 min read · 14 Oct 2020
COVID Changes Contact Centres Forever
Pitch, Talkdesk, the South West Contact Centre Forum, and others, recently announced the results of a new survey. The research explores what the contact cent...
Rebekah Carter · 4 min read · 25 Aug 2020
Talkdesk Raises $143 Million in Series C Funding Round
San Francisco-based cloud contact center provider Talkdesk recently announced that it raised an additional $143 million in funds in a Series C funding round....
Moshe Beauford · 3 min read · 6 Aug 2020
Companion Protect Chooses Talkdesk for Contact Centre
Pet insurance provider Companion Protect recently announced that it had selected Talkdesk as its Contact Centre provider. Talkdesk provides innovative soluti...
Rebekah Carter · 2 min read · 3 Aug 2020
Introducing Talkdesk Academy and CXTalent
Leading cloud contact centre provider, Talkdesk, recently announced some new additions to its 20-in-20 program. The Talkdesk CXTalent experience, and Talkdes...
Rebekah Carter · 3 min read · 20 May 2020
Talkdesk Introduces Studio and Explore Updates
Products number 6 and 7 in the 20-in-20 offer from Talkdesk have arrived, and they’re all about delivering higher levels of contact centre customisation. Lea...
Rebekah Carter · 2 min read · 23 Apr 2020
Talkdesk Provides Business Continuity Solutions
Leading cloud contact centre solution, Talkdesk, recently announced the arrival of new offers for businesses that need a swift and seamless way to move into ...
Rebekah Carter · 2 min read · 17 Apr 2020
Talkdesk's New Boost & Guide
Talkdesk, one of the leaders in cloud contact centre solutions, recently announced the arrival of Talkdesk Boost for Business Continuity. This solution offer...
Rebekah Carter · 6 min read · 23 Mar 2020
20 Products in 20 Weeks from Talkdesk
Leading cloud contact centre provider, Talkdesk, have announced their plan to release an incredible set of 20 innovative products in 20 weeks. The 20-in-20 r...
Rebekah Carter · 3 min read · 20 Mar 2020
Cisco Exec Joins Talkdesk as Chief Strategy Officer
Cloud contact centre solution provider Talkdesk recently announced the arrival of Vasili Triant as Chief Strategy Officer for the team. Triant's appearance i...
Rebekah Carter · 3 min read · 14 Nov 2019
Talkdesk and Zoom Create Customer-Centric Contact Centres
Talkdesk, one of the leading cloud contact centre solutions for innovative enterprises, recently launched a new integration with Zoom, the innovators in clou...
Rebekah Carter · 2 min read · 6 Nov 2019
Talkdesk Accelerates DX with Talkdesk Boost
Talkdesk, one of the leading providers of full enterprise contact centre solutions, recently announced new updates in Customer Contact Week at Las Vegas. As ...
Rebekah Carter · 2 min read · 12 Jul 2019
Talkdesk and Mitel Partner on Contact Centre
Leading cloud contact centre provider, Talkdesk, recently announced a new partnership with business communications leader Mitel
Rebekah Carter · 3 min read · 17 Apr 2019
TalkDesk Utilises $100 Million Fund to Create a Next-Gen Contact Centre
TalkDesk recently acquired $100 million in funding driven by Viking Global Investors to help in creating the new "contact centre of the future".
Rebekah Carter · 2 min read · 29 Oct 2018
Ooma and Talkdesk Offer Best-in-Class Contact Centre Solutions
Ooma and Talkdesk recently announced that the Ooma Enterprise System will now integrate the Talkdesk contact centre platform into its business phone solutions.
Rebekah Carter · 2 min read · 30 Aug 2018
Revolutionising the Contact Centre Industry with Talkdesk Context Mobile
In a world where customer satisfaction is becoming more crucial than ever, contact centres are searching for revolutionary ways to transform the communication experience.
Rebekah Carter · 2 min read · 17 Oct 2017