Contact Center Trends

Talkdesk Leads with Highest Rating on Salesforce AppExchange for CCaaS Solutions

By Liz Pedro

0 min read


Salesforce is an invaluable part of the business infrastructure of many companies. At Talkdesk, we recognize that your contact center solution needs to have a deep integration with Salesforce to help maximize the efficiency of your team.

SICOM’s prior contact center solution lacked basic enterprise features, such as IVR and advanced reporting, which hindered their agents’ ability to quickly and effectively serve customers. A deep integration with Salesforce was a key requirement for Mike Zarzeka, SVP of Information Technology and Sytems at SICOM. The majority of their support, installation and training teams spend most of their time in Salesforce Service Cloud and needed a strong SSO integration. “Whatever agents had to do, I wanted them to be able to do it in Salesforce,” said Zarzeka. He wanted a holistic platform that gave agents what they needed in one place, not one that required separate applications for tools like reporting and analytics.

SICOM chose Talkdesk over Five9 for its data-rich live and real-time reports and dashboards, robust IVR functionality and modern, easy-to-use interface. As a result of SICOM leveraging a cloud-native enterprise contact center platform integrated with Salesforce, callers are routed to the right agent at the right time, and SICOM has increased first call resolution by 17x.

Talkdesk for Salesforce provides benefits to companies of all sizes. These benefits include:

  • Quick Setup
  • Powerful Omnichannel
  • Comprehensive Omnichannel Reports
  • Native Real-time Reporting
  • Intelligent Routing Configuration

With the highest-rated CCaaS solution on AppExchange, 4.8 out of 5, it’s clear that our customers trust Talkdesk to help their contact centers be more efficient and agents more productive.

Three of our customers share why they like Talkdesk for Salesforce:

  • “We selected Talkdesk because it has the deepest Salesforce integration on the market, leading global call quality and availability, and a scalable platform that meets our growing business needs today and well into the future,” – Rodrigo Hutt, Head of Classifieds Business Unit, Mercado Libre
  • I’ve done implementation of different call center solution(s). Nothing even comes close to the usability, reliability, and quality of Talkdesk. Its Salesforce integration is top notch and easy to do,” – Ken Poon, IT Director, Thinking Capital

Ready to learn more?

Discover why SICOM chose Talkdesk


Liz Pedro

Liz is Customer Marketing Director at Talkdesk. She loves customer advocates, reading to hit her 2019 goal of 200 books, laughing and making even the most resistant of people smile!