List of Talkdesk Customer Experience Automation (CXA) Customers
Palo Alto, 94301, CA,
United States
Since 2010, our global team of researchers has been studying Talkdesk Customer Experience Automation (CXA) customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Talkdesk Customer Experience Automation (CXA) for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Talkdesk Customer Experience Automation (CXA) for Customer Experience include: United Rentals, a United States based Professional Services organisation with 26300 employees and revenues of $14.33 billion, The Johns Hopkins Hospital, a United States based Healthcare organisation with 40000 employees and revenues of $10.00 billion, BankUnited, a United States based Banking and Financial Services organisation with 1662 employees and revenues of $1.01 billion, CAI, a United States based Professional Services organisation with 8500 employees and revenues of $1.00 billion and many others.
Contact us if you need a completed and verified list of companies using Talkdesk Customer Experience Automation (CXA), including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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BankUnited | Banking and Financial Services | 1662 | $1.0B | United States | Talkdesk | Talkdesk Customer Experience Automation (CXA) | Customer Experience | 2025 | n/a |
In 2025 BankUnited implemented Talkdesk Customer Experience Automation (CXA) to modernize its banking contact center across its U.S. footprint, targeting improved Customer Experience in service and support and measurable gains in self-service and routing efficiency. The deployment centered on contact center operations and customer service functions, with explicit emphasis on reducing abandonment and improving caller satisfaction metrics reported by the vendor.
The Talkdesk Customer Experience Automation (CXA) rollout integrated modular capabilities including Autopilot for automated call flows and IVR containment, Copilot for real-time agent assistance, Identity for caller verification, and Interaction Analytics for quality monitoring and operational insight. The architecture reflects a cloud contact center ecosystem where CXA components orchestrate IVR containment strategies, automatic routing, and agent assist workflows to increase self-service resolution and routing efficiency.
Integrations cited in the implementation include the Financial Services Experience Cloud alongside Autopilot, Copilot, Identity, and Interaction Analytics, creating a connected operational surface between case handling, authentication, interaction insight, and automated routing. Operational scope covered BankUnited’s U.S. contact center environment and its service and support functions, with governance workstreams focused on routing rule orchestration, self-service workflow configuration, and analytics-driven quality management.
Outcomes reported in the case study include lower abandonment, higher net promoter score and satisfaction, and a 15 to 20 percent improvement in IVR containment, reflecting the impact of Talkdesk Customer Experience Automation on BankUnited’s contact center performance.
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CAI | Professional Services | 8500 | $1.0B | United States | Talkdesk | Talkdesk Customer Experience Automation (CXA) | Customer Experience | 2025 | n/a |
In 2025, CAI adopted Talkdesk Customer Experience Automation (CXA) within its Customer Experience stack to build an intelligent service desk supporting global incident management and end-user services. The implementation targets CAI’s service and support operations across North America and extends into the company’s global operations, aligning the Talkdesk Customer Experience Automation (CXA) application with IT service management and end-user support functions.
The deployment emphasizes Interaction & Quality Analytics and Copilot capabilities, combining AI agents, analytics, and orchestration to surface predictive alerts and automate resolution workflows. Talkdesk Customer Experience Automation (CXA) was configured to instrument interaction analytics, provide AI-assisted copilot guidance for agents, and orchestrate automated handoffs between virtual agents and human technicians.
Architecturally the implementation integrated analytics and orchestration layers into CAI’s service desk workflow, creating event-driven alerting and automated escalation paths for incidents. The design centralized interaction and quality analytics into operational dashboards and embedded Copilot-driven suggestions into agent workflows to accelerate mean time to acknowledge and resolution within incident processes.
Governance changes focused on shifting from reactive problem-solving to proactive issue prevention, with process updates to incident handling and notification rules informed by CXA-driven predictive alerts. Outcomes reported in vendor notes include predictive alerts, faster resolution workflows, and a strategic shift toward proactive prevention across North America and global operations.
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The Johns Hopkins Hospital | Healthcare | 40000 | $10.0B | United States | Talkdesk | Talkdesk Customer Experience Automation (CXA) | Customer Experience | 2025 | n/a |
In 2025, The Johns Hopkins Hospital selected and began deploying Talkdesk Customer Experience Automation (CXA) to modernize contact center operations within its broader patient engagement technology initiative, classified under the Customer Experience category. The deployment centers on the Talkdesk Healthcare Experience Cloud and the Talkdesk Customer Experience Automation (CXA) platform to streamline interactions and support multi-channel patient communications across contact center channels.
The implementation configures AI-powered self-service, intelligent routing, and omnichannel engagement capabilities, with CXA’s autonomous multi-agent orchestration and prebuilt AI agents driving conversational automation and case routing. The Talkdesk Data Cloud is used to ingest and operationalize transcripts, call recordings, case notes, and customer records to provide real-time context for AI and agent workflows.
Integration work includes secure embedding of agent tools within Epic to align contact center workflows with electronic health record functionality, leveraging Talkdesk participation in Epic’s Workshop co-development program for closer interoperability. The integration focuses on coordinated service delivery between contact center agents and clinical workflows, enabling agents to access EHR context during patient interactions.
Governance emphasizes aligning contact center processes with EHR-enabled workflows and orchestrating AI agents alongside human agents to reduce manual coordination. Explicit objectives stated for the initiative include modernizing contact center operations, streamlining interactions, and enhancing service delivery and operational efficiency across patient-facing support functions.
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Professional Services | 26300 | $14.3B | United States | Talkdesk | Talkdesk Customer Experience Automation (CXA) | Customer Experience | 2025 | n/a |
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