Talkdesk, a provider of AI-powered customer experience technology, announced that global IT services firm Cegeka has selected the Talkdesk platform to modernize and streamline its customer service operations. The partnership was revealed at the start of Momentum 2025, Talkdesk’s annual showcase event, and highlights the growing demand for enterprise-grade, AI-enabled customer support solutions.

Cegeka will implement the Talkdesk cloud-native platform to unify and enhance customer interactions across voice, chat, and digital channels. Among the tools being deployed are voice bots, live chat, and text-to-speech and speech-to-text capabilities. These tools are designed to support faster, more consistent engagement and help service desk agents manage interactions more efficiently.

According to Cegeka, one of the driving forces behind the selection was Talkdesk’s integrated use of generative AI. Features like Talkdesk Ascend AI enable automatic detection of common customer queries and assist in generating fast, consistent responses. The AI also provides intent recognition during conversations, which helps improve both agent performance and overall service quality.

“Partnering with Talkdesk has supported our efforts to modernize 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.”

Seamless Deployment and Platform Flexibility

Talkdesk’s ease of deployment played a key role in Cegeka’s decision. The platform’s user-friendly interface and robust integration capabilities—including a Microsoft Teams connector and Bring Your Own Carrier (BYOC) support—allowed Cegeka to retain its existing communications stack while enhancing functionality. Additionally, integration with the Quobis app enables internet-based calling and efficient routing, helping reduce manual interventions.

This modular, scalable approach allows Cegeka to evolve its customer service capabilities without replacing legacy systems or restructuring its telephony infrastructure. By centralizing customer interaction data and embedding AI in key workflows, the company expects to improve customer satisfaction metrics and reduce average handle time.

Talkdesk CEO Tiago Paiva added, “Supporting Cegeka on its customer experience transformation journey is an honor. We look forward to helping them deliver exceptional service through our innovative and comprehensive solutions.”

Strategic Importance

Cegeka’s decision to adopt Talkdesk is part of a broader shift in how large enterprises approach customer engagement. As organizations modernize IT and customer-facing systems, they increasingly seek platforms that combine AI automation, omnichannel capabilities, and operational agility. In selecting Talkdesk, Cegeka joins a growing number of global enterprises moving away from fragmented customer service tools and toward integrated, intelligent platforms designed for scale.

With Talkdesk’s analytics engine and real-time data insights, Cegeka also gains visibility into customer sentiment and behavior trends—helping it proactively identify friction points and opportunities to improve service delivery.

Talkdesk’s availability on global cloud infrastructure and its ongoing investment in vertical-specific solutions continue to make it a go-to platform for companies seeking to elevate customer experience without overhauling their tech stack.

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Aside from his role as CEO of TMC and chairman of ITEXPO #TECHSUPERSHOW Feb 10-12, 2026, Rich Tehrani is CEO of RT Advisors and a Registered Representative (investment banker) with and offering securities through Four Points Capital Partners LLC (Four Points) (Member FINRA/SIPC). He handles capital/debt raises as well as M&A. RT Advisors is not owned by Four Points.

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