Friday, February 27, 2026
Talkdesk®, Inc., a recognized leader in Customer Experience Automation (CXA), has announced a strategic partnership with Ellit Groups, a healthcare IT consulting and managed services provider. Together, the two organizations aim to modernize healthcare service desk operations by delivering AI-powered Contact Center as a Service (CCaaS) solutions tailored specifically for the healthcare sector.
As part of this collaboration, Ellit Groups has selected Talkdesk Healthcare Experience Cloud™ as its core CCaaS platform. This platform will serve as the backbone for managed IT help desks, patient service desks, and physician service desk environments. By implementing a standardized, secure, and highly scalable foundation, the solution supports clinical, administrative, and technical workflows while maintaining compliance and operational integrity.
Moreover, the Talkdesk Customer Experience Automation (CXA) platform enables Ellit Groups to efficiently manage high volumes of service interactions without sacrificing the personalized engagement that healthcare requires. Because healthcare service desks often deal with complex and sensitive inquiries, the system balances AI-driven automation with human expertise. In addition, Talkdesk integrates seamlessly with major healthcare and enterprise platforms such as Epic, Oracle Health, Athenahealth, and ServiceNow. As a result, healthcare organizations can maintain continuity across systems while improving workflow efficiency and service responsiveness.
Ellit Groups carefully evaluated multiple CCaaS platforms before making its decision. Ultimately, it chose Talkdesk due to its AI-native architecture, healthcare specialization, and ability to deliver measurable outcomes without disrupting existing technology investments. This strategic choice aligns with Ellit Groups’ commitment to providing high-quality, fiscally responsible services in a competitive healthcare environment.
“At Ellit Groups, we view contact center as a service as a strategic capability, not a technology feature,” said Pamela Saechow, chief executive officer of Ellit Groups. “With the power of customer experience automation, Talkdesk enables us to standardize, scale, and continuously improve service delivery across IT, patient, and physician service desks while keeping the experience human-centered and outcome-driven.”
Furthermore, leadership emphasized the importance of maintaining empathy in digital transformation efforts. “With Talkdesk, we can reduce administrative burden while preserving the human touch,” said Guy Tennyson, vice president of digital patient experience at Ellit Groups. “Healthcare organizations gain greater efficiency, visibility, and confidence as they scale service delivery.”
From Talkdesk’s perspective, the partnership reinforces its healthcare commitment. “Ellit Groups brings deep healthcare expertise and a proven managed services model,” said Breanna Kuhl, Channel Chief at Talkdesk. “Talkdesk provides the contact center and customer experience automation foundation that enables scalable, accountable, and human-first service desk experiences.”
Additionally, both companies recently co-moderated a CIO roundtable at ViVE 2026 titled “Driving Transformation Through AI – Adoption, Governance, and Future Challenges,” highlighting their shared vision for responsible and innovative AI adoption in healthcare.
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