CustomerZone360 NEWS

Free eNews Subscription

AI Call Center Company Talkdesk Announces Appointment of New CTO

By Tracey E. Schelmetic April 26, 2024

AI-powered contact center solutions provider Talkdesk recently announced a new hire: Munil Shah has been appointed the company’s new chief technology officer (CTO), bolstering the company’s lead as an innovator in artificial intelligence (AI) and customer experience (CX). He will be part of the Talkdesk executive leadership team, reporting to Tiago Paiva, Talkdesk’s chief executive officer (CEO).

Shah is an experienced and accomplished technologist, and he will lead Talkdesk engineering across the globe. He brings to Talkdesk valuable expertise in building large-scale enterprise software and leading high-performing global teams, said the company.

“There is a massive shift underway in the software industry with the launch of ChatGPT and GenAI, and the contact center is being impacted tremendously,” noted Shah in the announcement. “This is a pivotal moment for Talkdesk as the market for conversational AI and virtual agents is expected to grow rapidly. As Talkdesk CTO, the relentless pursuit of customer satisfaction has to be ingrained in every product we deliver and every capability we enable. I am ready and honored to lead the company into this next era of artificial intelligence, automation, and customer experience innovation.”

Previous to his Talkdesk appointment, Shah was UiPath CTO, Automation Cloud, where he built and led the engineering organization, pivoted the company into a cloud business, and played a strategic role in taking the company through an initial public offering (IPO). Previously, Shah spent 24 years with Microsoft, leading engineering and product teams for several highly successful products, including Azure, Bing and Windows. He holds an M.S. in Computer Science from Arizona State University and is based in Seattle, Washington.

Shah’s appointment comes at a strategic time for Talkdesk, which has introduced several generative artificial intelligence (GenAI) innovations in CX, including Talkdesk Ascend Connect, Talkdesk Autopilot for Banking, Talkdesk Autopilot for Retail and Talkdesk Autopilot for Healthcare. Under Shah’s leadership, the Talkdesk engineering organization plans to accelerate the company’s AI roadmap and drive strategic technologies that enable AI-first customer experiences for enterprises worldwide.

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Alorica Strengthens Latin American Footprint with New Contact Center in Paraguay

By: Greg Tavarez    5/22/2024

Alorica opened its newest contact center in Ciudad del Este, Paraguay, to support the double-digit growth the organization has been achieving year ove…

Read More

New Genesys Survey Aims to Uncover Generational Attitudes towards AI Chatbots

By: Tracey E. Schelmetic    5/21/2024

New research from Genesys aimed to determine if preferences about AI varied depending on age of the user.

Read More

Onvego Launches AI-Based Smart Receptionist for Call Handling

By: Tracey E. Schelmetic    5/21/2024

Conversational voice AI company Onvego recently announced plans to advance the business telephony sector with its Smart Receptionist. This AI-based ca…

Read More

Avaya and LivePerson Partner for 'Innovation Without Disruption'

By: Tracey E. Schelmetic    5/20/2024

Avaya and LivePerson recently announced a new partnership designed to unify voice, digital and AI capabilities into a single omnichannel solution that…

Read More

Genesys Announces New Customer Journey Management Capabilities for Genesys Cloud

By: Tracey E. Schelmetic    5/20/2024

Genesys recently announced the availability of native journey management capabilities for the Genesys Cloud platform; these seamlessly work alongside …

Read More