Summary: On February 16, 2025, Talkdesk is transitioning call signaling and processing for EU-based customers to occur within the European Union (EU). Please note that this change does not affect data residency, which will remain within the EU for these customers.
Impacted customers: Customers and partners provisioned on Talkdesk EU. An email will be sent to the Administrators of the impacted accounts prior to the migration taking place.
What is changing and why
At Talkdesk, we are committed to continuously improving our voice service by enhancing the customer calling experience and maintaining a high standard of compliance with European data protection regulations.
As part of this commitment, Talkdesk is delivering an improvement to our voice services that will enhance the customer calling experience and strengthen our alignment with data protection regulations in the European Union (EU). This will occur during future Scheduled Maintenance windows (see dates below). While this update will have minimal impact on the Talkdesk platform, we want to inform our EU customers beforehand.
This update will contribute to:
- Faster call connections: Reduced call signaling latency by leveraging local voice infrastructure to the Talkdesk EU regional cloud.
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Enhanced data protection: By minimizing international data transfers, we strengthen the security and compliance of customer data.
Migration schedule and impact
The migration process will take place from February 16 to March 16, 2025. During this period, migrations will be carried out in patches on Sundays, per Talkdesk Scheduled Maintenance policy, between 08:00 am GMT and 11:00 am GMT. An email will be sent to the Administrators of the impacted accounts prior to the migration taking place.
Expected impact: During the migration, customers might experience up to 15 minutes of reduced calling capabilities, including:
- Inability to complete mid-call operations (e.g. transfers).
- New calls will not be processed by Studio Flows or routed to agents.
Important note: Ongoing calls that are active when the operation begins will remain unaffected. After migration, users might need to re-login. No further action is required from customers, this migration will be managed entirely by Talkdesk.
It is strongly recommended to follow the Talkdesk Weekly Digest (learn more here) to get important Talkdesk product alerts.
If you have any questions or concerns, please contact your Customer Success Manager or the Customer Care team via the Talkdesk Support Portal.