Talkdesk, a global leader in AI-powered contact center solutions, has announced the launch of Talkdesk Ascend Connect, the industry’s first suite of generative artificial intelligence (GenAI) applications designed to seamlessly integrate with third-party on-premises contact centers without requiring a complete infrastructure overhaul. The announcement was made at Enterprise Connect 2024.
With Talkdesk Ascend Connect, enterprises can now harness the power of large language models (LLMs) and GenAI to enhance customer experiences, empower agents, and streamline operations while optimizing their existing technology investments. The suite offers a flexible adoption model and deep industry expertise to increase business agility.
Talkdesk Ascend Connect comprises four powerful components: Talkdesk Autopilot for conversational AI, Talkdesk Copilot with a real-time virtual assistant for agents, Talkdesk Interaction Analytics for rich operational insights, and Talkdesk AI Trainer for responsible GenAI deployment. These components enable enterprises to enhance service quality, personalization, and operational insights without the need for costly data scientists or prolonged deployments.
According to the 2023 Gartner® Forecast Analysis: Contact Center, Worldwide, the global conversational AI and virtual assistant market is the fastest-growing segment in the contact center forecast, with a projected 57.6% compound annual growth rate (CAGR) from 2022 through 2027. However, most contact centers using legacy on-premises solutions have been unable to access the power of GenAI due to integration challenges with their existing infrastructure.
Talkdesk Ascend Connect addresses this challenge with its no-code intuitive interface backed by Talkdesk AI Trainer and pre-built AI components. This allows IT teams and developers to rapidly deploy, customize, and maintain GenAI models through simple drag-and-drop tools, accelerating time-to-value without needing in-house AI or machine learning (ML) expertise.
Talkdesk has been a pioneer in combining AI with cloud contact center solutions since 2018. This first-mover advantage has allowed the company to develop robust, enterprise-grade AI models and a proven platform recognized for its security, compliance, and reliability. Talkdesk solutions meet the highest security standards, with more than 30 certifications, and are designated FedRAMP In Process.
Tiago Paiva, chief executive officer and founder at Talkdesk, emphasized the importance of GenAI in revolutionizing customer experience and the challenges faced by on-premises contact centers in adopting this technology. “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,” Paiva said.
