TalkDesk, one of the fastest-growing CCaaS (Contact Centre as a Service) solutions in the modern marketplace, recently announced that they had achieved a $100 million funding boost from their Series B investment round, driven by Viking Global Investors. Currently, this fund stands out as the largest round ever raised for a private contact centre company – which validates the organisation’s significant potential.
The new round of funding comes as part of a fantastic year for TalkDesk. In the last 12 months, the company has earned a place as a Visionary in the Gartner CCaaS Magic Quadrant, and they’ve also been named a “Strong Performer” in the Forrester Wave for cloud contact centres. Frost & Sullivan have even confirmed that TalkDesk is the fastest-growing provider in the cloud contact centre market.
Creating the Contact Centre of the Future
TalkDesk believes that it’s time to upgrade the contact centre into something that can offer greater experiences to customers and agents alike. According to the CEO of TalkDesk, Tiago Paiva, many of the contact centre products on the market are coming close to 20 years old or more. TalkDesk is in a unique position with their modern architecture to turn the industry upside down and lead drastic change.
Since TalkDesk launched their Enterprise Contact Centre Platform, offering global scalability along with call-quality and high availability, the business has seen significant traction. Now, TalkDesk’s additional capital puts it in a position where it can accelerate its mission and make interactive customer experience (CX) into a competitive advantage for businesses across the globe.
TalkDesk knows that today’s digital customers need more immersive and customised experiences from their contact centre agents. Unfortunately, many businesses are still failing to embrace the agile and cloud-native platform necessary to unlock this level of performance. Fortunately, TalkDesk now has what it takes to start really transforming the contact centre with even more incredible cloud-based contact solutions.
Empowering Contact Centre Representatives
To improve the overall customer journey and support customer service representatives in delivering next-level assistance to clients, TalkDesk will now be focusing even more heavily on research and development in key areas of disruptive technology, like intelligent context-sensitive routing for digital and voice interactions, machine learning, actionable analytics, and AI. TalkDesk will also be expanding their AppConnect Ecosystem for innovation, allowing companies to instantly add new capabilities as technology and business requirements continue to change.
With offices in the UK, US, and Portugal, TalkDesk will also be continuing build out their product, sales, and marketing organisations. The business plans to continue developing its position as an industry innovator and disrupter in the contact centre market.
Already, TalkDesk supports and empowers the contact centres of countless companies, including IBM and Stitch Fix. With this new round of funding, the company will have even more opportunities to change the way that we look at the cloud contact centre for good!
