Talkdesk, upended the customer experience (CX) market with the launch of Customer Experience Automation (CXA)-a new software category and platform purpose-built to automate the full complexity of modern customer journeys.
Customer Experience Automation goes far beyond traditional contact center as a service (CCaaS) and customer relationship management (CRM) solutions. This next-generation platform replaces fragmented, manually coordinated workflows with a unified system of intelligent, autonomous artificial intelligence (AI) agents. These agents collaborate in real time to orchestrate and resolve complex challenges across the entire customer experience lifecycle.
“For years, businesses have faced a false choice: deliver personalized service or operate efficiently at scale,” said Tiago Paiva, chief executive officer and founder of Talkdesk. “CXA ends that tradeoff. It’s not just automation-it’s coordinated, autonomous resolution of complex business problems with speed, scale, and impact, without sacrificing the personal touch customers expect.”
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The pursuit of effective, scalable processes to solve complex customer situations isn’t new, but the specialization of tools and expertise to address them has often led to dated systems, siloed knowledge, and fragmented data—ultimately breaking the customer journey into disjointed pieces. Spotty attempts at automation have frequently resulted in a patchwork of disconnected bots and brittle integrations that deliver poor and inconsistent experiences, eroding customer trust rather than building it.
“With the launch of CXA, Talkdesk is taking a fundamentally different approach,” said Zeus Kerravala, founder of ZK Research. “Rather than simply layering AI onto legacy infrastructure, they have created a platform focused on autonomous, multi-agent orchestration. This innovation allows enterprises to automate complex workflows with precision—an area where traditional solutions often fall short.”
SOURCE: GlobeNewswire