Talkdesk Named “Exemplary” Contact Centre Vendor

Talkdesk was lauded for both its adaptability and usability in particular

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Contact CentreLatest News

Published: May 11, 2021

William Smith

San Francisco, California-based contact centre software firm Talkdesk has received the highest classification of “Exemplary” for best overall performance and customer experience in Ventana Research’s 2021 Contact Center in the Cloud Value Index. 

The research from the advisory services company involved fourteen vendors, with their products and software assessed across categories weighted to reflect the needs of buyers. The report is the fruit of a year-long initiative to analyse market and product data from CCaaS (contact centre-as-a-service) operators. 

“Assessing vendors and products is more than looking at their vision, strategy and go-to-market efforts, but evaluating the actual products and examining its technological capability to support the specific requirements of an organization,” said Mark Smith, CEO and Chief Research Officer at Ventana Research 

“In addition, the customer experience a vendor provides is essential to the successful relationship with an organization using their products. This Value Index, like all from Ventana Research, demonstrates the importance of assessing vendors on what matters for an organization performing an evaluation and assessment, and avoids analyst firm ratings that use a methodology that is less about their needs.”

On Top in Multiple Categories

Talkdesk achieved a top three position in five of the seven categories, namely: 

  • Reliability 
  • Manageability 
  • TCO/ROI 
  • Adaptability (in which it achieved first place) 
  • Usability (in which it also achieved first place) 

“Modern contact centres have real strategic value and great potential for driving tangible business growth by deepening customer relationships through interactions that are more personalized, productive and profitable,” said Tiago Paiva, Chief Executive Officer, Talkdesk. “There’s a better way to deliver exceptional customer experiences and Talkdesk is lighting the path. Our strong debut on the Ventana CCaaS Value Index is welcome recognition for the progress we’ve made in helping enterprises find CX success.” 

Changes in the Contact Centre Industry

The ongoing COVID-19 pandemic has had a transformative impact on many industries. Contact centres are no different, with businesses increasingly moving away from on-premises solutions to more agile and remote implementations. 

Keith Dawson, Vice President and Research Director of Customer Experience, Ventana Research, said: “Organisations and those in the contact centre should know that cloud-based platforms represent the cutting edge of innovation and development. It should be easier than ever for organisations of any size and industry to assess and select the right vendor using this Value Index that assesses the fit for products at all levels of usage and the experience for which suppliers support customers across their entire journey.”  

“Our research shows that many organizations are turning to cloud-based contact centre platforms as a way to stay continually at the leading edge of technology development,” said Dawson. “The commitment by Talkdesk to continuous improvement and customer success has made it an exemplary Vendor and a Leader in our Value Index for Contact Center in the Cloud. Congratulations to the Talkdesk team for their achievement and for building a top-notch CCaaS platform.”

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