Cegeka selects Talkdesk to transform customer experience with AI-powered solutions

Talkdesk Chosen by Cegeka to Upgrade Customer Experience

PALO ALTO, Calif. and HASSELT, Belgium, May 23, 2025 — Talkdesk®, a global provider of AI-powered customer experience (CX) technology, has been selected by Cegeka, a leading IT solutions provider, to improve its customer service operations.

Cegeka will adopt Talkdesk’s cloud-native, AI-driven platform to boost customer engagement and ensure consistent, high-quality support across various communication channels. The decision was influenced by Talkdesk’s omnichannel features, easy-to-use interface for service desk agents, and advanced AI tools that help simplify workflows and meet diverse customer needs.

Enhancing Customer Support with AI and Omnichannel Tools

Talkdesk will supply Cegeka with solutions from its CX Cloud™ suite, including text-to-speech and speech-to-text capabilities, live chat, and voice bots. These solutions add new channels for real-time customer support.

The integration of Talkdesk CX Analytics allows Cegeka to gain insights from customer interactions, helping to continuously improve service quality. AI features like Talkdesk Ascend AI identify frequently asked questions automatically, enabling quick, consistent responses to common issues. It also detects customer intent during conversations to enhance agent responsiveness and reduce average handle time (AHT).

Why Cegeka Chose Talkdesk

• AI Innovation: Talkdesk’s consistent introduction of AI solutions was a key factor.
• User-Friendly Interface: Simplifies tasks for service desk agents.
• Seamless Integration: Supports integration with Microsoft Teams and existing telephony via Talkdesk BYOC (Bring Your Own Carrier).
• Flexible Deployment: The Quobis app enables internet-based calling with efficient routing, reducing manual workload.

Luc Dedroog, vice president of digital workplace at Cegeka, noted, “The platform offers flexibility and simplicity, streamlining service for both our customers and agents. Early deployments have already shown improvements in customer satisfaction, and we look forward to further exploring Talkdesk’s AI capabilities.”

About Talkdesk

Talkdesk offers a cloud-native, AI-powered CX platform that helps enterprises deliver better customer experiences, grow revenue, and improve operational efficiency. Their Industry Experience Clouds provide specialized workflows and integrations, accelerating value without the complexity of legacy systems.

The company is known for its commitment to reliability and security, providing continuous innovation for businesses worldwide. For more information, visit Talkdesk AI courses.

About Cegeka

Cegeka partners closely with clients to design, build, and manage digital solutions that create real impact. Their services include application development, business solutions, AI, cyber resilience, and hybrid cloud management. Founded in 1992 and headquartered in Hasselt, Belgium, Cegeka employs over 10,000 people across Europe, the U.S., and beyond, generating €1.3 billion in revenue in 2024.