Talkdesk Named as a Leader in Cloud Contact Centres


A photo of a pawn on a wooden block (leadership concept)

Talkdesk have announced it is a Leader in The Forrester Wave: Contact-Center-as-a-Service (CCaaS) Providers, Q3 2020, published by Forrester Research.

The Forrester Wave is a data-driven evaluation of software, hardware and services markets, used to inform buying decisions.

For this report, the Forrester Wave identifies and evaluates the 10 most significant CCaaS providers. Vendors are scored on current offering, strategy and market presence.

Talkdesk received the highest possible score in 12 criteria including:

  • Product Vision
  • Execution Roadmap
  • Customer Success
  • Application Store
  • Support for Self-Service Capabilities
  • Omnichannel Agent Desktop
  • Agent Virtual Assistant
  • CRM Integration Capabilities

Additionally, The Forrester Wave states key strengths of Talkdesk CX Cloud include:“[A] very streamlined user interface, for all roles in the contact centre, proven scale based on recent wins, support for a wide range of cloud platforms (AWS, Google Cloud, and Microsoft Azure), and an impressive rapid addition of functions, including native WFO.”

“Its app store [Talkdesk AppConnect] is among the industry’s best, and it has good chatbot integration capabilities. Guardian ensures agents’ logins are validated and secure – a unique and well-timed capability for the COVID-19 pandemic.”

A thumbnail photo of Tiago Paiva

Tiago Paiva

“Talkdesk has quickly built a reputation as a leading-edge provider of reliable cloud contact centre solutions through a rapid pace of innovation and we are thrilled to be recognized as a Leader in The Forrester Wave,” said Tiago Paiva, chief executive officer, Talkdesk.

“Customer service is on the precipice of a major transformation and, as an industry leader, we empower our customers with the latest technology and make customer experience a competitive advantage.”

Talkdesk aims to revolutionize the customer service market by offering the industry’s first and only modern, global end-to-end customer experience solution, Talkdesk CX Cloud.

By combining enterprise performance at scale with consumer simplicity, CX Cloud easily adapts contact centre operations to the evolving needs of customers and support teams, increasing productivity, customer satisfaction and cost savings.

Talkdesk is the only contact centre provider to back its solution and support its customers with an available 100% Uptime Service Level Agreement.

“Since first investing in Talkdesk more than five years ago, we’ve witnessed firsthand the company’s rapid growth as they have taken market share and become a leader in the large CCaaS market,” said Josh Stein, partner, Threshold Ventures.

“We’re thrilled to see Talkdesk recognized as a Leader in The Forrester Wave.”

This news story has been re-published by kind permission of Talkdesk – View the original post

To find out more about Talkdesk, visit their website.

Published On: 1st Sep 2020
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