Laser Focus World is an industry bedrock—first published in 1965 and still going strong. We publish original articles about cutting-edge advances in lasers, optics, photonics, sensors, and quantum technologies, as well as test and measurement, and the shift currently underway to usher in the photonic integrated circuits, optical interconnects, and copackaged electronics and photonics to deliver the speed and efficiency essential for data centers of the future.

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Editorial Advisory Board

  • Professor Andrea M. Armani, University of Southern California
  • Ruti Ben-Shlomi, Ph.D., LightSolver
  • James Butler, Ph.D., Hamamatsu
  • Natalie Fardian-Melamed, Ph.D., Columbia University
  • Justin Sigley, Ph.D., AmeriCOM
  • Professor Birgit Stiller, Max Planck Institute for the Science of Light, and Leibniz University of Hannover
  • Professor Stephen Sweeney, University of Glasgow
  • Mohan Wang, Ph.D., University of Oxford
  • Professor Xuchen Wang, Harbin Engineering University
  • Professor Stefan Witte, Delft University of Technology

Johns Hopkins Health System selects Talkdesk for contact center enhancement

PALO ALTO, Calif., and BALTIMORE, Aug. 18, 2025 (GLOBE NEWSWIRE) -- Talkdesk, Inc. today announced that Johns Hopkins Health System has selected the Talkdesk Healthcare Experience Cloud™ to modernize its contact center operations as part of a broader technology initiative. The implementation will leverage the Talkdesk Customer Experience Automation™ (CXA) platform to streamline interactions, enhance service delivery, and support multi-channel patient communications.

“Talkdesk Healthcare Experience Cloud is purpose-built for healthcare and designed to help organizations improve operational efficiency and service quality,” said Tiago Paiva, chief executive officer and founder of Talkdesk.

The Talkdesk Healthcare Experience Cloud will provide Johns Hopkins Health System with artificial intelligence (AI)-powered self-service, intelligent routing, and omnichannel engagement capabilities. The platform will securely integrate with and embed agent tools within Epic, the organization’s electronic health record (EHR) system. Talkdesk participates in Epic’s Workshop co-development program, enabling close alignment between contact center workflows and electronic health record functionality.

About Talkdesk

Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle.

At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.

Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace.

Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk.

Talkdesk is a registered trademark of Talkdesk, Inc. Epic is a registered trademark of Epic Systems Corporation. 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

pr@talkdesk.com


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