Portuguese-based Talkdesk, the enterprise contact centre platform, has announced that Forrester Research ranked Talkdesk as a ‘Strong Performer’ in The Forrester Wave: Cloud Contact Centers, Q3 2018.
The Forrester Wave is a data-driven evaluation of software, hardware and services markets, used to inform buying decisions. For this report, the first Forrester Wave focused on cloud contact centre providers, Forrester performed a 32-criteria evaluation to identify the most significant providers to research, analyse and evaluate. Vendors were scored on current offering, strategy and market presence.
Talkdesk was noted for ‘Product Architecture’ and received the highest possible score in the ‘Breadth of CRM Vendor Integrations’ and ‘Partner Ecosystem’ criteria. In the report, Talkdesk was cited for its broad array of integrations and the unique and innovative capabilities of AppConnect, which provides single click access and installation of partner applications such as speech analytics. Also noted was the company’s support of a broad library of CRM integrations; “[Talkdesk] has doubled down on its integration with Salesforce to provide single sign on/user management, integrated reporting and support for all Salesforce supported digital channels.”
With enterprise class performance and consumer-like ease of use, Talkdesk empowers companies to make customer experience a competitive advantage. Talkdesk solutions are easily adaptable to the evolving needs of customers, resulting in increased productivity, customer satisfaction and cost savings.
“Being named a Strong Performer in The Forrester Wave is a significant accomplishment for us, especially considering the head start that legacy vendors have had in the contact centre marketplace over the past several decades,” said Tiago Paiva, CEO of Talkdesk. “We see this report as further validation of our innovative, cloud-native approach and a positive representation of our customers’ overall enthusiasm for Talkdesk Enterprise Contact Center Platform.”