Talkdesk Picks Up Speed with Intelligent Contact Center Vision

Talkdesk, the leading intelligent contact centers cloud platform announced unprecedented momentum across all facets of its business. In the first half of its fiscal year, the company achieved exceptional growth in new customer wins in the U.S. and Europe and attracted top-tier talent from competitors.

Additionally, Talkdesk was recently named a Visionary in the 2017 Gartner Magic Quadrant for Contact Center as a Service, North America.* Talkdesk new customers include Indochino, Evernote and Education First English Live.

Several companies adopted Talkdesk over other contact center software providers, citing Talkdesk’s superior call quality, impressive product roadmap and features that benefit both businesses and their end customers. On average, Talkdesk customers achieve a 20 percent improvement in contact center productivity and a 19 percent improvement in customer satisfaction (CSAT).

Talkdesk was founded in 2011 by engineer and entrepreneur Tiago Paiva, who had a vision for reinventing contact center solutions. Talkdesk has continued to expand, doubling its engineering staff and adding a European general manager and sales office.

“When we started, we had a simple goal to improve contact centers by delivering the best call quality and an easy to use interface,” said Tiago Paiva, Talkdesk CEO. “There’s a bigger opportunity today – leveraging AI and machine learning to radically rethink and shape the way businesses communicate with their customers.”

Talkdesk’s momentum has attracted top talent, including seasoned industry executives and key product hires. Recent additions include:

Jafar Adibi, Head of Data Science and AI, joined Talkdesk to continue development of AI-enabled functionality. Previously, Adibi focused on data science and consumer intelligence at companies including Reunify, PwC and Incentica. Adibi holds a Ph.D. in Computer Science from the University of Southern California.

Jack Chawla joined Talkdesk from competitor Avaya to advance Talkdesk enterprise strategy and product roadmap. Before Avaya, Chawla was a Vice President of Product Marketing at SAP, Senior Director of Product at Webex and Director of Product Management at eGain. Chawla holds an MBA in Finance from Texas A&M University and B.E. in Engineering.

Peter Ekman, Vice President of People, joined Talkdesk with vast experience in building people processes and culture in iconic companies like Pandora and StubHub. Peter holds a B.S. in Managerial Economics from University of California at Davis.

*Gartner, “Magic Quadrant for Contact Center as a Service, North America,” Drew Kraus, Steve Blood, Daniel O’Connell, Simon Harrison, 18 October 2017