Podcast with Crystal Miceli, Vice President of Product & Industry Marketing

ORLANDO, FL – In a live interview from the show floor at Enterprise Connect 2025, Crystal Miceli, Vice President of Product & Industry Marketing at Talkdesk, joined Technology Reseller News publisher Doug Green to unveil three major product announcements from Talkdesk. The news highlights the company’s ongoing innovation in AI-powered customer experience, with new capabilities that are already resonating with customers and prospects at the event.

Talkdesk After Hours

“Talkdesk After Hours has been the talk of the show,” said Miceli. “It’s a turnkey solution that lets companies go from an 8-to-5 operation to 24/7 support in 59 languages.” Designed for businesses that lack resources for around-the-clock support or multilingual agents, After Hours gives them the ability to compete with enterprises that do—without the overhead.

AI Agents for Voice

Talkdesk also announced the general availability of AI Agents for Voice. “We were one of the first to market with agentic AI in a contact center platform back in October,” Miceli noted. While digital channels were the initial focus, Talkdesk has now cracked the more complex challenge of voice—enabling autonomous agents that can complete tasks in real time, without latency or awkward pauses. It’s part of the company’s broader Ascend AI platform.

Talkdesk Knowledge Creator

The third announcement addresses a long-standing challenge in contact centers: knowledge management. “AI is hungry for knowledge,” explained Miceli, “but creating and maintaining that knowledge is labor-intensive.” Talkdesk Knowledge Creator automates the process by surfacing the most-needed answers based on real customer interactions, generating knowledge cards for approval and reuse. “For the first time, customers are seeing a real solution to a problem they didn’t think could be solved.”

AI That Works—Now

While many vendors are talking about agentic AI, Talkdesk is delivering it. “We’re not just talking—we’re shipping,” said Miceli. “These are generally available products today.” She also emphasized Talkdesk’s industry-specific focus across healthcare, finance, and retail, giving customers tailored solutions to fit their regulatory and operational needs.

Talkdesk at Enterprise Connect

Talkdesk showcased these innovations at booth 1105, where visitors could see live demos and explore how AI-powered tools can be deployed quickly and effectively.

Learn more at: www.talkdesk.com