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Talkdesk: Integrating the CCaaS and CRM all in the cloud

Talkdesk: Integrating the CCaaS and CRM all in the cloud

A contact center solution is a software that assists with handling the inbound and outbound telephony operations of a business. It can handle incoming calls, place outgoing calls, perform workforce management, handle key metrics and automate scripts for calls. The combined solution eases the management of service which would otherwise be an expensive process requiring more hardware and manpower.

A contact center software is an ideal fit for any type and scale of business. Be it a startup with just a dozen agents or an enterprise with thousands of agents, a contact center software can help simplify telephony operations at scale. It can also amplify business productivity and efficiency by handling business calls. Furthermore, compared to the traditional call center management, using a contact center software can also bring substantial cost savings.

In 2011, Cristina Fonseca and Tiago Paiva noticed that the paradigm concerned with the contact center software was not just sloppy but also outdated. It motivated them to start Talkdesk in 2011. The company raised an initial funding of $450,000. In August 2014, the company raised $3.15 million; the funding round was led by Storm Ventures.

Talkdesk became the first CCaaS (contact center as a service) Unicorn in October 2018. CCaaS is basically a software that is hosted on the cloud instead of hosting or installing locally. Talkdesk raised $100 million in series B funding at a valuation of over US$2 billion later the same year.

Contact Center Software Service revolutionized

The startup that originated in Portugal (headquartered in San Francisco, California) enables call agents to know everything about the customers when they make a call, based upon the reverse lookup of the customer’s phone number, without asking for their information. It can also integrate with the existing CRM systems that companies use, such as SalesForce, as well as helpdesk software like ZenDesk and Moreover, it can extract details from social profiles of the customer from social media.

Apart from desk features, Talkdesk also allows agents to make, receive, record and transcribe calls. It brings in the history of the customer’s previous transactions, including items purchased and searched, money spent, and previous calls made. As the software is cloud-hosted, the information fetching is quick and requires no high-end systems at the office.

Working with Xenial

Xenial is a cloud growth platform for enterprise businesses in restaurant and foodservice. It also works as a customer engagement platform for businesses in the restaurant, food service, retail, parking, and automotive services.

As a full-service, a global provider of solutions for food ordering, digital menus, drive-through management, kitchen management, inventory, labor and scheduling, analytics, reporting, gift cards, loyalty programs, email campaigns, customer intelligence, and social reputation management- Xenial technologies powers 20 of the QSR top 50 brands across 62 countries in over 51,000 physical stores.

Xenial’s previous contact center solution initially lacked basic enterprise features, such as IVR and advanced reporting, which limited their agents’ ability to quickly and effectively serve customers. A lack of a true IVR was also a major issue. Customers weren’t being routed to the right agents at the right time, resulting in just a 2% first call resolution rate and creating bad experiences for both customers and agents.

After this, Xenial integrated TalkDesk to improve its productivity which showed significant gains. Using TalkDesk, Xenial has now increased its first call resolution by 17x.

Mike Zarzeka runs information systems and IT at Xenial. He says, “We needed a cloud-based solution that was flexible and wasn’t tied to any legacy on-prem technology”. Another reason for Mike to choose Talkdesk was the ease of use. “We felt Talkdesk was easier to use and understand straight off the bat,” Mike says. “If you’re doing five thousand calls per week, you need something easy to use so reps can get answers to customers quicker,” He adds.

Meet the CEO

Tiago Paiva holds a Master of Science in Computer and Electrical Engineering from Instituto Superior Técnico. He has previously worked with Procter & Gamble. Here, he built applications to analyze promotions.

He co-founded Talkdesk with Cristina Fonseca in 2011. Over the past seven years, he helped Talkdesk scale from a 10-employee company to almost a 1,000 employee company. It crossed major industry milestones, including reaching 100 million calls recently.


-Talkdesk wins Best Contact Centre Platform in 2019 UC Awards

-Talkdesk Wins 2020 Innovation Award From Business Intelligence Group

-Gartner Names Talkdesk a Leader in 2019 CCaaS Magic Quadrant for North America

-Talkdesk Receives 2019 Contact Center Technology Award from CUSTOMER Magazine

-Talkdesk is named to the 2019 Forbes Cloud 100

-Talkdesk wins ICMI Global Contact Center Award for Best New Technology Solution

-Talkdesk wins Silver Stevie® Award in 2019 Stevie Awards for Sales & Customer Service

-Talkdesk Receives Product Line Strategy Leadership Award from Frost & Sullivan for its Enterprise Cloud Contact Center

“Our overall training process is two days, with Talkdesk training taking about 15 minutes of that time. That’s a true testament to the simplicity of the solution.”

“We expect that Talkdesk will continue to raise the bar on the next generation of customer interactions.”

"I would definitely recommend Talkdesk. They have a lot of different features and functionality that allow us to be successful as a contact center."

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