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.
“Modern contact centers have real strategic value and great potential for driving tangible business growth by deepening customer relationships through interactions that are more personalized, productive and profitable,” said Tiago Paiva, chief executive officer, Talkdesk. “There’s a better way to deliver exceptional customer experiences and Talkdesk is lighting the path. Our strong debut on the Ventana CCaaS Value Index is welcome recognition for the progress we’ve made in helping enterprises find CX success.”
“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.