At Enterprise Connect 2024, Talkdesk unveiled Talkdesk Ascend Connect, a groundbreaking platform that transforms customer experiences, empowers agents, and optimizes operations within contact centers of any scale, seamlessly integrating with existing on-premises setups.
“Generative AI is revolutionizing customer experience by enabling personalized, data-driven interactions while dramatically enhancing contact center productivity. For many contact centers, however, adopting this game-changing technology has been difficult due to the complexities of integrating AI with on-premises infrastructure. Talkdesk Ascend Connect solves that challenge. Whether you want to fuel business expansion, elevate customer experiences, empower agents, or streamline operations, Talkdesk Ascend Connect’s flexible AI suite allows these enterprises to transform their CX strategy for the GenAI era," said Tiago Paiva, Chief Executive Officer and Founder at Talkdesk.
Traditionally, legacy on-premises contact centers have faced hurdles in leveraging the transformative potential of Generative Artificial Intelligence (GenAI). However, Talkdesk Ascend Connect shatters these barriers by offering a comprehensive suite of GenAI tools tailor-made for on-premises environments.
Talkdesk Ascend Connect boasts four key components: Talkdesk Autopilot, Talkdesk Copilot, Talkdesk Interaction Analytics, and Talkdesk AI Trainer. These elements work in harmony to enable the autonomous resolution of complex queries, provide real-time support for agents, deliver invaluable operational insights, and ensure responsible GenAI implementation.
What sets Talkdesk Ascend Connect apart is its user-friendly, no-code interface, underpinned by the powerful Talkdesk AI Trainer and pre-configured AI modules. This enables IT teams and developers to swiftly deploy, customize, and maintain GenAI models using intuitive drag-and-drop tools, eliminating the need for specialized AI or ML expertise.
Talkdesk Ascend Connect marks a significant milestone as the industry's first GenAI-powered CX solution tailored for seamless integration with third-party on-premises contact centers. Its flexible adoption model and scalable AI-driven solutions optimize existing technology investments while enhancing service quality, personalization, and operational efficiency. With Talkdesk Ascend Connect, enterprises can unlock the full potential of GenAI without costly investments or lengthy deployment cycles.
Elsewhere, Talkdesk has recently unveiled Talkdesk Autopilot for Healthcare, designed to address patient and member needs with healthcare-specific integrations, workflows, and GenAI models.
