Company Research Report: Talkdesk, Inc.

Company Overview

Name, Mission of the Company

Name: Talkdesk, Inc.

Mission: Talkdesk aims to rid the world of bad customer experience through their cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings. They empower enterprises to deliver exceptional customer experiences, making them more competitive, growing revenue, reducing costs, and providing operational efficiencies.

When Was the Company Founded and By Whom

Founded Year: No information is available

Founders: No information is available

Key People in the Company

Tiago Paiva - Chief Executive Officer & Founder

William Welch - President and Chief Operating Officer

Sydney Carey - Chief Financial Officer

Munil Shah - Chief Technology Officer

Neville Letzerich - Chief Marketing Officer

David Middler - Chief Legal Officer

Dr. Shauna Geraghty - Senior Vice President, Head of People & Operations

Where Is the Company Headquartered

Headquarters: 201 Spear Street, Suite 1100, San Francisco, CA 94105

Number of Employees

Number of Employees: 2,000+

Revenue of the Company

Revenue: No information is available

What Is the Company Known For

Known For: Talkdesk is known for its artificial intelligence-powered customer experience technology that serves enterprises of various sizes. They have developed a comprehensive portfolio of AI products specifically designed to impact the entire customer journey.

Products

What Products Do They Offer

Talkdesk offers a suite of AI-powered products and solutions, including:

1. Talkdesk CX Cloud

Description: A full set of enterprise-level, integrated CX applications for customer self-service, omnichannel engagement, workforce engagement, employee collaboration, and customer experience analytics.

2. Talkdesk Industry Experience Clouds

Description: Industry-specific solutions pre-designed and integrated for different verticals.

3. Talkdesk Copilot™

Description: A personalized AI assistant for agents providing real-time recommendations, automated transcriptions, and task automations.

4. Talkdesk Autopilot™

Description: An AI-driven tool for generating highly contextual conversational responses to customer inquiries.

5. Talkdesk Studio™

Description: A visual routing designer for orchestrating customer journeys by creating intelligent, context-driven IVR flows.

6. Talkdesk Knowledge Management™

Description: A solution for equipping agents and customers with concise answers for speeding up handle times.

7. Talkdesk Interaction Analytics™

Description: Tools for capturing and analyzing customer interactions to reveal key trends, topics, and sentiments.

8. Talkdesk Workforce Engagement Management™

Description: A suite for managing, developing, and improving agent engagement.

High Level Description of the Product

The products are aimed at transforming customer experiences, reducing operational costs, increasing efficiency, and driving improved business outcomes through the power of AI.

Key Features of Each of the Products

Talkdesk Copilot™: Real-time recommendations, automated transcriptions, and task automations.

Talkdesk Autopilot™: Contextual conversational responses, seamless bot-to-agent transitions, AI-generated notes.

Talkdesk Studio™: Intelligent routing, user-friendly design interface, integrated with IVR and digital channels.

Talkdesk Knowledge Management™: Generative AI-powered answers, not articles, for faster resolution.

Talkdesk Interaction Analytics™: Trend identification, sentiment analysis, automated task performance.

Talkdesk Workforce Engagement Management™: AI-driven forecasting, scheduling, personalized coaching.

Recent Developments

What Are the Recent Developments in the Company

Recent Developments:

Partnership Expansion with Epic:

Embedding Talkdesk Copilot™ within Epic Cheers CRM suite for healthcare solutions.

Continued co-innovation to unify agent experience and improve healthcare interactions.

What Are the New Products Launched

New Products Launched:

Talkdesk Copilot™

Description: First Talkdesk AI contact center product directly embedded within Epic Cheers.

What Are the New Features Added to the Existing Products

New Features Added to Existing Products:

Talkdesk Copilot™ Integration:

Real-time transcripts, recommendations, assisted automation, and automatic call summaries powered by Talkdesk Copilot within Epic Cheers.

Any New Partnerships Etc

New Partnerships:

Epic Workshop Program:

Expanded integration of Talkdesk Healthcare Experience Cloud™ with Epic’s EHR software.

Greater value delivered through unified experiences for healthcare organizations.

Customer Trust and Feedback

Testimonials

Nick Gordon: "Talkdesk has been a great phone platform for our customer support team."

Aanvik Modi: "The interface is smooth and easily integrated with Chrome."

Jeremy Dotson: "Well suited for any industry looking to track, customize, and increase efficiency in a call center setting."

Vasilios Christides: "UI and overall product is simple to use and effective."

Tamara S: "For customer outreach, quality assurance is important and call quality is excellent."

Customer Success Stories

WaFd Bank: Conversational AI reduces check balance time by 90%

Farfetch: Automation improves handle times by 50%

Carbon Health: Automation reduces patient wait times and boosts clinic answer rates by 40%

Sysco: $100K annual savings through automation

Note: For some fields, no direct information was available in the data provided. Thus, they are marked as "No information is available."

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