Press Release
Talkdesk and customers named finalists in 2025 Banking Tech Awards USA for artificial intelligence-powered customer experience innovation
Talkdesk Financial Services Experience Cloud recognized for Best Customer Experience Solution, while Avadian Credit Union and Collins Community Credit Union earn finalist spots for digital transformation
PALO ALTO, Calif.—April 2, 2025—Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced it has been named a finalist in the 2025 Banking Tech Awards USA for Best Customer Experience Solution.
The Customer Experience Solution category recognizes software and service providers offering a modern, customer experience-focused solution with comprehensive functionality, a fully realized suite of modules, and clear, measurable improvements for users. Talkdesk is a finalist in this category for its Financial Services Experience Cloud™, a cloud-native AI-powered contact center platform purpose-built to help financial services companies overcome industry challenges and meet evolving customer expectations.
Talkdesk customers are also being recognized for their success in digital transformation. Collins Community Credit Union, in partnership with Talkdesk, is a finalist for Best Digital Initiative by a Community Bank/Credit Union, an award recognizing technology-driven banking initiatives centered around digital and mobile-first experiences. Collins Community Credit Union provides financial products and services across Iowa, Wisconsin, and Illinois, managing over $1.6 billion in assets. The business has seen significant improvements since implementing Talkdesk Financial Services Experience Cloud in 2022. AI-powered self-service tools have reduced inbound calls by more than 50,000; Talkdesk Autopilot for Banking now autonomously handles over 10% of calls. Call abandonment rates have dropped by more than 50%, and voice biometrics has reduced identity verification time from 2.5 minutes to seconds.
Avadian Credit Union, a finalist for Best Community Bank/Credit Union Modernization, is recognized for best practices in applying technology to remain relevant, delight customers, support employees, and stay ahead of the competition. Serving 90,000 members and managing $1.3 billion in assets, Avadian has modernized its operations with Talkdesk Financial Services Experience Cloud. AI-powered engagement tools support live chat, email, and SMS—giving members more choice and convenience. Real-time performance insights, automated workflows, and out-of-the-box integrations have also improved efficiency, allowing agents to spend more time assisting members. AI empowers Avadian’s agents while they’re servicing members, reducing stress, and improving morale. Over the past year, Avadian has maintained an average self-service rate of 22.3% and an impressively low call abandonment rate of 5.3%, while AI-driven insights have helped leadership teams provide more structured feedback and improve productivity.
“Every industry has different needs when it comes to serving customers and building loyalty. That’s why we created industry-specific solutions like Financial Services Experience Cloud. Seeing customers like Avadian Credit Union and Collins Community Credit Union use our technology to transform their member experience—and being recognized for it—is incredibly rewarding. Their success drives us to keep innovating,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
The Banking Tech Awards USA celebrate excellence and innovation in financial technology. Winners will be announced at the 2025 Banking Tech Awards USA gala in New York City on May 29, 2025.
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.
Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
Media Contact:
Talkdesk Public Relations