Outscores 13 competitors in overall performance for product and customer experience
- Independent assessment by Ventana Research uses weighted analytic methodology to aid buyers in contact center purchasing decisions
- Index debut marks another growth milestone for Talkdesk and reflects its commitment to helping organizations build brand trust and loyalty
- Featured in Value Leader positions across the majority of index categories with highest scores for adaptability and usability
SAN FRANCISCO–May 5, 2021–Talkdesk®, Inc., the global customer experience (CX) leader for customer-obsessed companies, landed a top spot on Ventana Research’s 2021 Contact Center in the Cloud Value Index, debuting ahead of 13 competitors to classify as an Exemplary Vendor for best overall performance in both product and customer experience.
In addition to outscoring more than a dozen other contact center as a service (CCaaS) vendors overall, Talkdesk secured Value Index Leader positions in five categories: adaptability, usability, reliability, manageability, and TCO/ROI. Scores awarded to Talkdesk for adaptability and usability, in particular, surpassed all other vendor scores for those areas.
The benchmark business technology research and advisory firm’s comprehensive report represents a year-long effort around market and product data analysis of CCaaS vendor offerings across seven categories. Ventana developed the index model based on more than two decades of work advising thousands of organizations and designed it to serve as an RFP-like resource, which enterprise buyers can leverage in evaluating technology suppliers.
As businesses move away from premises-based contact centers and begin to digitally transform their operations to better meet customers’ evolving expectations, Ventana observes that the transition “parallels a shift in thinking about contact centers” traditionally viewed as “reactive triage points … not necessarily in harmony with overall strategic organizational goals for the customer experience.” According to Ventana, “That must change to meet the longer-term needs for customers, including personalization and context, but also taking into account lifetime value and advocacy.”
Talkdesk is working with enterprises to adapt to this new era in customer service. Freshly rebranded following two years of explosive growth, the company remains committed to supporting organizations on the quest to build brand trust and loyalty. Talkdesk also recently introduced two more CX innovations to Talkdesk CX Cloud™: Talkdesk Workspace, a customizable user interface, and Talkdesk Builder, a set of tools for unlimited and accelerated contact center customization across workspaces, routing, reporting and integrations.
"I moderni contact center hanno un reale valore strategico e un grande potenziale per favorire una crescita tangibile del business approfondendo le relazioni con i clienti attraverso interazioni più personalizzate, produttive e proficue", ha affermato Tiago Paiva, chief executive officer, Talkdesk. "Esiste un modo migliore per offrire customer experiences eccezionali e Talkdesk sta illuminando il cammino. Il nostro straordinario debutto sul Ventana CCaaS Value Index è il riconoscimento di benvenuto per i nostri progressi nell'aiutare le aziende a trovare il successo nella CX".
“Our research shows that many organizations are turning to cloud-based contact center platforms as a way to stay continually at the leading edge of technology development,” said Keith Dawson, vice president & research director, Ventana Research. “The commitment by Talkdesk to continuous improvement and customer success has made it an exemplary Vendor and a Leader in our Value Index for Contact Center in the Cloud. Congratulations to the Talkdesk team for their achievement and for building a top-notch CCaaS platform.”
Download a complimentary copy of the report to read the full evaluations of Talkdesk and other CCaaS vendors.
- Pre-register and secure your spot for the 2021 Talkdesk Opentalk virtual event June 15-16, 2021
- Hear directly from customers about the difference Talkdesk CX Cloud has made in their contact centers
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 CloudTM 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.
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