Talkdesk carves out a lead in CCaaS market. Thankful in final quadrant of 2019

Tiago Paiva, Talkdesk CEO & Founder

By Tiago Paiva

0 min read

As we approach the season of giving thanks, which is also near the end of the year, it’s an appropriate time to reflect and appreciate 2019. Talkdesk has stuffed its trophy case with awards and recognition from BIG Innovation, Frost & Sullivan, Stevie Awards, ICMI, UC Today and Forbes, putting Talkdesk on the shortlist of leaders in the contact center space. And yet, 2019 had more in store for Talkdesk.

Talkdesk has taken another major step forward by moving into the Leader Quadrant of the Gartner 2019 Magic Quadrant for Contact Center as a Service, North America. This marks the third consecutive year Talkdesk has been positioned in the report and the first time Talkdesk has been positioned in the Leaders quadrant. For 2019, Talkdesk was positioned in the Leaders quadrant based on both ability to execute and completeness of vision.

Recognized Leader Gartner White

Talkdesk Named a “Leader” in 2019 CCaaS Magic Quadrant

North America

Gartner performed a rigorous evaluation of nine contact center vendors for Completeness of Vision and Ability to Execute. According to Gartner, “Leaders are best described as suppliers with a strong multichannel product and service capability that have already amassed a large installed base of large and small customers. Leaders also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration with a variety of third-party systems.”

Talkdesk has an overall peer rating of 4.6 (out of a possible score of five) in the Gartner Peer Insights Contact Center as a Service, North America market. With 171 user reviews (as of 17 October 2019), Talkdesk also has the highest volume of verified Peer Insights reviews*, including:

  • “Talkdesk is an extremely extensible system. It is easy to use across all levels of the organization. Agents find it simple, system administration is straightforward, and scaling is easy. It’s extremely powerful with a user interface that doesn’t make you cross-eyed.” – Senior Manager of Member Support, Media Industry

  • “The entire process by which we began our work with Talkdesk has been excellent. The sales team was clear, concise, and worked to fit a package that met our budget. Their implementation team was incredible, and their customer success team is world-class.” – Senior Director of Special Projects

  • “We switched our phone service to Talkdesk four+ years ago when our team grew to two locations. We needed service in the cloud that was a full phone solution and was integrated with the rest of our business. There are a ton of features that we love: custom numbers that help us track our ads, custom IVRs, call recording, live reporting, call monitoring, call queue, non-business hours forwarding. Talkdesk is an essential part of our business that we trust.” – Operations Manager

Talkdesk is thrilled to be recognized as a Leader by Gartner in the 2019 Magic Quadrant for Contact Center as a Service, North America, and see it as confirmation of Talkdesk’s overall product strategy and commitment to innovation. We believe our innovative delivery model, purpose-built on a modern, cloud-native architecture to deliver new features and functionality at an incredible rate is what sets us apart within the CCaaS industry.

2019 will go down as a pivotal year in the history of Talkdesk, and we are immeasurably grateful to our employees (now approaching the 1,000 mark!) for their steadfast dedication to innovation and commitment to making customer experience a competitive advantage. To show our gratitude to our customers, and the marketplace, we have made the full report available here on the Talkdesk website.

Enjoy this time of year with friends and family. We hope you will join us to make new friends and expand your business family in April 2020 at Opentalk!

Gartner, Magic Quadrant for Contact Center as a Service, North America, Simon Harrison, Steve Blood, Drew Kraus, 15 October 2019.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

*Anonymous customer quotes can be found on Gartner Peer Insights.
Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and do not represent the views of Gartner or its affiliates.


Tiago Paiva, Talkdesk CEO & Founder

Tiago Paiva

Tiago Paiva is founder and CEO of Talkdesk