Contact Center Trends

Talkdesk Named to the Constellation ShortList for Cloud Customer Service and Contact Center Software

By Alison Jarris

0 min read

We’re excited to announce Constellation Research has named Talkdesk to the Cloud Customer Service and Contact Center Software Shortlist Report for Q1 2018. The Constellation ShortList Constellation evaluates over 25 solutions categorized in this market.

The ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research. According the Constellation Research, “This type of software provides personalized care through the use of analytics, offering insight into customers’ behaviors for relevant, contextualized service that can predict future needs. Companies can identify new opportunities by integrating these customer insights into their companies’ innovation processes. The software also creates seamless, online experiences with a knowledge base that learns from every interaction, enabling them to match content to consumer intent, which results in higher conversion rates.”

Constellation takes a close look at vendors across the customer service and contact center software industry when creating their ShortList. To be considered, contendors must meet the following criteria:

  • Multi-tenant cloud delivery
  • Self-service capabilities
  • Case management
  • Natural language processing for knowledge management and search
  • Mobile customer service and self service
  • Queuing and routing
  • Workforce optimization
  • Predictive and prescriptive rules and advice, next-best action, natural scripting
  • Customer feedback collection capabilities
  • IVR, visual IVR
  • Inventory optimization
  • Mobile enablement
  • Social and digital engagement
  • Reporting and customer analytics
  • Data dashboard and data visualization

We’re honored to be recognized as a top solution in the Constellation ShortList as well as the 2018 Stevie Awards in the Contact Center Solution category.

About Constellation Research

As an award-winning Silicon Valley-based strategic advisory and futurist analyst firm, Constellation Research serves leaders and organizations navigating the challenges of digital strategy, business-model disruption and digital transformation. Constellation works closely with solution providers, partners, C-suite executives, board of directors, and its Constellation Executive Network of buy-side leaders to lead the way in research coverage and advise clients how to achieve valuable business results.

2018 Constellation ShortList™ Cloud Customer Service and Contact Center Software


Alison Jarris

Alison was Senior Manager of Content Marketing at Talkdesk. When she's not writing and editing she's probably running in the Presidio or reading Haruki Murakami.