Talkdesk has announced a new partnership with Cognizant to bring its Industry Experience Clouds to enterprises across the globe.
In addition, the collaboration promises to extend Talkdesk’s support services, giving customers access to Cognizant’s deep CX consulting base.
That base will assist Talkdesk customers in kickstarting and enhancing their Industry Experience Cloud deployments.
Those enhancements may include adding various forms of AI, which pull on that all-important industry-specific data within each Experience Cloud.
Diving deeper, Al Caravelli, SVP of Partnerships and Alliances at Talkdesk, stressed how the move will especially aid businesses in introducing generative AI (GenAI) within their service operations.
"GenAI offers unparalleled opportunities for enterprise companies to enhance and find hidden opportunities in customer experience," he said.
Many enterprise organizations trust Cognizant to help them modernize and transform their customer experience, and through this collaboration, we look forward to bringing our GenAI offerings to more enterprises.
Currently, Talkdesk offers Industry Experience Clouds for banking, insurance carriers, healthcare providers, retailers, and government agencies.
Each boasts a core omnichannel CCaaS offering - alongside self-service, CX analytics, workforce engagement management (WEM), and employee collaboration solutions.
Yet, across the platforms are unique, industry-focused workspaces, flows, pre-integrated systems, and AI pre-trained on industry-specific data.
When it comes to AI, that industry-specific data matters. Maybe not for workflow automation, but it’s crucial for the future of virtual agents, reporting, forecasting, and more.
It will also become increasingly critical for the future of GenAI, with many predicting that smaller LLMs, trained on specific data sets and hosted in each vendor’s data centers, are the future.
Therefore, the Industry Experience Clouds have given Talkdesk a compelling differentiator within the increasingly crowded CCaaS space. Cognizant will help Talkdesk accentuate this.