CV: Talkdesk is beginning to generate traction with major technology solution distributors (TSDs). What factors are driving that momentum? BK: Talkdesk’s momentum with major TSDs is being driven by a deliberate focus on trust, alignment and execution. The company has invested in a seasoned channel team with deep, multi-year relationships across the TSD ecosystem, which has helped reestablish credibility and consistency in how Talkdesk shows up with partners. That trust is reinforced by strong executive-level alignment and a more collaborative approach to engagement. Talkdesk is working closely with TSDs to define shared goals and objectives, with clear success metrics that are tracked and reviewed together. Combined with improved operational discipline and a more predictable partner experience, these factors are creating renewed confidence and driving increased traction with leading TSDs. CV: Talkdesk’s platform made a significant leap in 2025, successfully pivoting from CCaaS to CXA. How is your platform continuing to evolve, and where is it headed in 2026? BK: In 2025, Talkdesk launched CXA — a new category and platform. For decades, the customer experience industry has been paralyzed by a single tradeoff: efficiency vs. effectiveness. Contact center, CRM and point solutions couldn’t solve it. Talkdesk CXA uses multi-agent orchestration to deploy specialized AI agents (e.g., a “Rebooking Agent,” “Loyalty Agent”) that collaborate to execute complex workflows end-toend. These AI agents are fueled by the Talkdesk Data Cloud, which ingests and operationalizes unstructured interaction data in real time, providing the context needed for them to make decisions rather than just answer FAQs. This allows enterprises to break the tradeoff: they get the efficiency of AI with the effectiveness of human-level resolution. Because Talkdesk CXA acts as an overlaying intelligence layer, it can sit on top of any existing contact center infrastructure (CCaaS) or on-premises systems. This enables enterprises to deploy a hybrid workforce immediately, automating complex tasks (such as flight rebooking or claims processing) without the cost, disruption or risk of a “rip-and-replace” migration. As we scale these capabilities, trust remains our “North Star.” This is why Talkdesk recently achieved the ISO/IEC 42001 certification, the world’s first AI management system standard. The feedback from our partners, including UiPath, and our early-adopter customers has been clear: they don’t just want chatbots; they want a “digital labor” force that is secure and compliant. Our customers are reporting that the ability to automate high-stakes workflows, while knowing they are backed by an ISO-certified framework, gives them the confidence to move faster than competitors. CV: How would you describe Talkdesk’s culture and values today and how they influence the way the partner program operates? BK: Today, the Talkdesk culture is defined by courageous innovation and customer obsession. As we lead this industry into the era of CXA, our values act as the blueprint for how we build and maintain our partner ecosystem. We view our partners as an extension of our innovation engine, and we’ve built an ecosystem where our partners don’t just sell a product; they deliver transformation. We work with partners who share our courage to disrupt the status quo, ensuring that as Talkdesk grows, our partners and their customers grow with us. CV: Talkdesk has built a team with deep experience across CX, AI and security. Tell us more about your recent additions and how they are supporting partners and driving growth. BK: Talkdesk strategically bolstered its leadership team with elite leaders from the AI, security and enterprise automation sectors. These additions have helped pivot the company toward a future defined by CXA and to scale its global partner ecosystem. For example, Talkdesk CTO Munil Shah, a veteran of Microsoft and UiPath, has accelerated our shift toward Agentic AI, allowing our platform to orchestrate complex customer journeys autonomously. Al Caravelli joined Talkdesk from Zscaler as senior vice president of strategic alliances with a goal of fueling company growth through a robust global partner program. Ultimately, this collective expertise allows Talkdesk to deliver secure, AI-driven solutions that help partners solve complex enterprise challenges more effectively. CV: How do you view the next six to 12 months unfolding? Why is now an important time for partners to engage with Talkdesk? BK: The next six to12 months are pivotal for Talkdesk as the company continues its evolution from a traditional CCaaS provider to a CXA company. We’re moving beyond automating interactions to enabling intelligent, autonomous agents that fundamentally change how organizations engage with customers. Now is an important time for partners to engage because this transformation requires a diverse ecosystem. Over the years, our core partner motion has been the TSD partner channel, which remains central to our go-to-market strategy. But systems integrators, technology alliances, ISVs and service providers each play a critical role in helping customers design, deploy and operationalize agentic experiences. All partners play a role and have a place at Talkdesk now. We are investing in the technology, operational foundation and partner program needed to support that journey, creating space for all partners to differentiate, build new services and grow alongside us as this next chapter of customer experience takes shape. o To learn more about Talkdesk’s partner program, visit Talkdesk. com/partners. 29 WINTER 2026 | CHANNELVISION
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