Talkdesk brings commerce orchestration to the retail floor
PALO ALTO, Calif., Sept. 15, 2026 (GLOBE NEWSWIRE) -- Talkdesk®, Inc. today announced Talkdesk for Stores, bringing the physical store into the connected customer journey. For the first time, store associates can have the same customer context that powers digital and contact center experiences — helping them recognize who they’re serving, understand what came before, and make every in-store interaction more personal. As those interactions are captured and connected across the overall customer experience (CX), retailers gain a rich understanding of customer behavior and a stronger foundation for building relationships.
Talkdesk for Stores extends commerce orchestration onto the retail floor. A significant portion of retail sales occurs in stores; the interactions that happen there are a critical source of customer insight — yet the store has remained a blind spot in the connected customer journey. Shoppers move freely between digital, contact center, and physical experiences, but the information often does not. Associates start without the full picture, customers repeat themselves, and valuable in-store insights can disappear when the customer walks out the door.
Talkdesk for Stores gives retailers visibility into what customers need when they visit a store, how those needs are addressed, and how those interactions connect to what happens before and after the visit. That connected view of the customer provides richer insight into customer behavior and can inform better experiences across the customer journey.
“Retailers have invested heavily in connecting digital and contact center experiences, but the store has largely remained on its own,” said Rohit Madhavarapu, vice president of product management, digital, applications, and industries at Talkdesk. “The customer sees one brand, not a collection of fragmented channels. They expect that brand to know who they are and what they’ve already discussed, wherever the next interaction happens. Talkdesk for Stores brings that context to the sales floor and makes the store part of the same customer conversation.”
Built on the Talkdesk Customer Experience Automation (CXA) platform, Talkdesk for Stores connects the store to a broader customer journey centered on shared customer history. Retailers can:
- Empower store associates with customer context and AI guidance: Associates can access customer profiles, purchase and loyalty history, previous interactions, and product and inventory information in a single workspace, with real-time AI assistance that helps them serve customers more effectively.
- Capture and measure store interactions: Associates can record visit reasons, outcomes, notes, and follow-up actions, giving managers structured data to understand what’s happening across their stores, identify service trends and coaching opportunities, and improve store operations.
- Connect every customer touchpoint: In-store visits become part of the customer’s interaction history and are visible to contact center agents, allowing conversations to continue seamlessly across channels. Associates can also schedule in-person or remote appointments with stylists, technicians, or specialists, and capture those details as part of the customer context.
- Build a richer customer data foundation: In-store interactions are captured alongside digital and contact center activity, creating a more complete view of customer behavior that AI can use to deliver more proactive, personalized, and predictable customer engagement.
Talkdesk for Stores follows Talkdesk’s recent launch of Talkdesk for Financial Centers, expanding the company’s presence across the physical customer experience.
Additional resources
- Learn why physical stores lose critical customer context and how commerce orchestration can fix the in-store disconnect.
- Learn how retailers like Serta Simmons Bedding, United Rentals, and Quadient are unifying omnichannel experiences and turning great customer experiences into financial results.
About Talkdesk
Talkdesk® automates the world’s most complex customer journeys. By resolving customer requests from start to finish, AI agents enable a hybrid workforce where human expertise is reserved for the moments that matter most. Backed by deep industry expertise and trusted by global leaders like Canon, United Rentals, Sysco, and Kimberly-Clark, Talkdesk sets the standard for Customer Experience Automation (CXA).
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