Talkdesk Named a Leader in the Aragon Research GlobeTM for Intelligent Contact Centers, 2021

by • July 16, 2021 • NewsComments (0)387

Evaluation based on completeness of strategy and performance

SAN FRANCISCO–July 15, 2021–Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, today announced it has been positioned by Aragon Research, Inc. in the leader section of the Aragon Research Globe for Intelligent Contact Centers (ICC), 2021.* This marks the second consecutive year Talkdesk has been acknowledged as a leader in the report.

For this year’s report, Aragon Research evaluated 15 vendors against specific dimensions tied to strategy, performance, and reach. Vendors were then categorized as leaders, contenders, innovators, or specialists. Three key criteria were required for inclusion in the report:

  • A minimum of $6 million in primary revenue for contact center or a minimum of $8 million in revenue in a related market (voice, video conferencing, collaboration, team collaboration/messaging)

  • Announced and available products

  • Customer references from each hemisphere in which the vendor participates

“The race to the intelligent contact center is on, and going forward, the base capabilities for ICC will be assumed. The challenge will be for automation and intelligence, both for human agents and, now increasingly, for the computer-based virtual agents,” said Jim Lundy, founder, chief executive officer, and lead analyst, Aragon Research.

“The contact center represents a strategic resource for many organizations in responding to today’s customer needs, and predicting and preparing for tomorrow’s expectations,” said Tiago Paiva, founder and chief executive officer, Talkdesk. “Through our artificial intelligence, automation, and even industry-specific solutions, Talkdesk continues to outdistance competitors in helping businesses drive better, more intelligent customer engagements. We believe this year’s ICC Globe placement recognizes these efforts and further validates our approach.”

Download the Aragon Research Globe for Intelligent Contact Centers (ICC), 2021, to see why Talkdesk was identified as a leader.

As part of a bold CX strategy, Talkdesk plans to automate 80 percent of customer contact center interactions over the next three years, leveraging AI and machine learning. Earlier this year, the company announced Talkdesk AI Trainer, the first human-in-the-loop (HITL) tool for contact centers. Learn more about optimizing customer experiences with Talkdesk virtual agent, agent assist, and guide knowledge base tools.

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them “AS IS,” without warranty of any kind.

*Aragon Research Globe for Intelligent Contact Centers, 2021 by Jim Lundy, July 15, 2021. © 2019 Aragon Research, Inc. and/or its Affiliates. All Rights Reserved.

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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 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.

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.

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