Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities.
By implementing Talkdesk’s modern CX technology, Cegeka plans to boost customer engagement and ensure consistent, high-quality service across multiple communication channels. Key factors in choosing Talkdesk included its intuitive interface for support agents, robust omnichannel capabilities, and a suite of advanced AI tools tailored to streamline workflows and address a wide range of customer needs.
“Partnering with Talkdesk has supported our efforts to modernise customer experience at Cegeka,” said Luc Dedroog, vice president of digital workplace at Cegeka. “The platform offers flexibility and simplicity, which has helped streamline service for both our customers and service desk agents. We expect to see improvements in customer satisfaction from our initial deployments and look forward to exploring the potential of Talkdesk’s AI capabilities moving forward.”
Integrate several Talkdesk solutions
These include AI-powered tools such as text-to-speech and speech-to-text functionality, as well as real-time support options through live chat and voice bots. Talkdesk CX Analytics will also play a critical role, enabling Cegeka to gain actionable insights from customer interactions and continuously refine its support strategies.
A driving force behind Cegeka’s decision was Talkdesk’s reputation for innovation in AI. The platform’s AI engine, Ascend AI, provides automation features such as identifying frequently asked questions, generating consistent responses, and detecting conversation intent to improve service quality and reduce response times.
“Talkdesk looks forward to empowering Cegeka to deliver an enhanced customer experience through our innovative and comprehensive solutions,” said Tiago Paiva, chief executive officer and founder at Talkdesk. “Supporting Cegeka on its customer experience transformation journey is an honour.”
Deployment simplicity was another major draw. Talkdesk’s user-friendly design and seamless integration capabilities allow for fast implementation across Cegeka’s existing systems. The Microsoft Teams Connector will align Cegeka’s internal communications, while Talkdesk BYOC (Bring Your Own Carrier) allows the company to keep its current phone provider and numbers intact.
Additionally, integration with the Quobis app will enable web-based calling and intelligent conversation routing, reducing the need for manual agent intervention and speeding up resolution times.