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Press Release

Talkdesk Named a Leader in 2021 Gartner Magic Quadrant for Contact Center as a Service

Positioned based on completeness of vision and ability to execute


  • Download a complimentary copy of the report for full details on the Talkdesk Leadership evaluation along with other CCaaS vendors
  • Read hundreds of five-star reviews by Talkdesk users on Gartner Peer Insights
  • Talkdesk also recently marked its third consecutive year on the Forbes Cloud 100 jumping 36 spots to #17, underscoring the global market demand for a better way to deliver great customer experiences

SAN FRANCISCO–Aug. 12, 2021–Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, today announced it has been positioned as a Leader in the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service* (CCaaS). This is the second year Talkdesk has been designated a Leader in the multi-regional report first published by Gartner in 2020


In compiling the Magic Quadrant, Gartner conducted rigorous evaluation of 12 global contact center vendors to assess their completeness of vision and ability to execute. According to Gartner, “Leaders are best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organizations with local sales and support organizations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.”


“Talkdesk continues to work towards strengthening our Leader position, aggressively expanding the company’s global reach, bringing new innovations and AI-based capabilities to market, and helping many of the world’s largest organizations solve often complex and industry-specific challenges,” said Tiago Paiva, founder and chief executive officer, Talkdesk. “We’re committed to giving businesses a better way to elevate the experiences they deliver their customers and to helping them transform their contact centers into drivers for growth.”


Talkdesk has gained significant momentum over the last two years in executing its bold vision. This includes the introduction of more than 30 product innovations and new market expansions into Australia, Brazil, Canada, France, Germany, Ireland, Italy, Mexico, the Netherlands, Southeast Asia, and Spain. Talkdesk is also changing the game for customer experience in solving the unique challenges of vertical industries, launching the first purpose-built contact center solutions for the specific needs of financial services and healthcare organizations. 


Download a complimentary copy of the full 2021 Gartner Magic Quadrant for CCaaS. To read reviews by Talkdesk users like the following, visit Gartner Peer Insights.


“Great product, easy to onboard reps and simple to sign on at home or at the office. We never missed a beat using Talkdesk when the pandemic struck. Metric and reports are used to effectively monitor performance and changing the messages to reflect current business conditions is easy to do. Talkdesk is great at taking feedback and improving their product.” – senior director, e-comm, tech services, manufacturing industry


“Product has helped us be more productive. Very user friendly with options to include groups and individual numbers to ease transition to other members. … Customer support was strong and the transition was well communicated.” – agricultural lending analyst, financial services industry


“Talkdesk has been a great service provider. With COVID-19 they’ve allowed us to be just as efficient at home, as we were in the office.” – manager, global support operations, energy and utility industry


“Over the course of 3 years, the Talkdesk level of quality and the support provided is outstanding, not many companies in this space take customer feedback to the core of what they do.” – global director, workforce optimization, retail industry


Additional Resources: 

  • Read Talkdesk CEO Tiago Paiva’s latest blog on the company’s new $10 billion valuation and appointment of Sydney Carey as chief financial officer. 
  • Talkdesk is #17, up 36 spots, on the annual Forbes Cloud 100, the definitive ranking of the top 100 private cloud companies in the world
  • Hear directly from customers why they selected Talkdesk CX Cloud and the difference it has made in their contact centers

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*Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus | Pri Rathnayake | Steve Blood, 09 August 2021


GARTNER and MAGIC QUADRANT are registered trademarks and service marks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. 


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.


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.


About Talkdesk

Talkdesk® is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud™ is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience. Learn more and request a demo at www.talkdesk.com.


Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.  


Media Contact: 


Camille Beasley 

[email protected]

(972) 896-1936