Leading Independent Research Firm Names Talkdesk a Strong Performer in Cloud Contact Center Market

By Gavin Gustafson

0 min read

Forrester Wave 2020

Forrester Research today released The Forrester Wave™: Cloud Contact Centers, Q3 2018, listing Talkdesk as a Strong Performer.

The Forrester Wave™ is a data-driven evaluation of software, hardware, and services markets, used to inform buying decisions. For this report,  the first Forrester Wave focused on cloud contact center providers, Forrester performed a 32-criteria evaluation to identify the most significant providers to research, analyze and evaluate. Vendors were scored on current offering, strategy and market presence.

Talkdesk was noted for its “Product Architecture”, and received the highest possible score in the “Breadth of CRM Vendor Integrations” and “Partner Ecosystem” criteria. In the report, Talkdesk was cited for its broad array of integrations and the unique and innovative capabilities of AppConnect, which provides single click access and installation of partner applications such as speech analytics. Also noted was the company’s support of a broad library of CRM integrations; “[Talkdesk] has doubled down on its integration with SalesforceⓇ to provide single sign on/user management, integrated reporting, and support for all Salesforce supported digital channels.”

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“Being named a Strong Performer in the Forrester Wave is a significant accomplishment for us, a seven-year old company; especially when you consider that other vendors have more than 20 years in the contact center marketplace,” said Tiago Paiva, CEO of Talkdesk. “We see this as further validation of our innovative approach and positive representation of our customers’ overall enthusiasm for Talkdesk Enterprise Contact Center Platform.”

Learn How Talkdesk Enterprise Contact Center Platform Delivered an ROI of 346%

Total Economic Impact study from Forrester


Gavin Gustafson

Gavin is PR Manager at Talkdesk. Outside of the office, Gavin can be found golfing, skiing, and enjoying Utah's great outdoors.