San Francisco, California-based contact centre software firm Talkdesk has received the highest classification of “Exemplary” for best overall performance and customer experience in Ventana Research’s 2021 Contact Center in the Cloud Value Index.
The research from the advisory services company involved fourteen vendors, with their products and software assessed across categories weighted to reflect the needs of buyers. The report is the fruit of a year-long initiative to analyse market and product data from CCaaS (contact centre-as-a-service) operators.
"Assessing vendors and products is more than looking at their vision, strategy and go-to-market efforts, but evaluating the actual products and examining its technological capability to support the specific requirements of an organization," said Mark Smith, CEO and Chief Research Officer at Ventana Research.
"In addition, the customer experience a vendor provides is essential to the successful relationship with an organization using their products. This Value Index, like all from Ventana Research, demonstrates the importance of assessing vendors on what matters for an organization performing an evaluation and assessment, and avoids analyst firm ratings that use a methodology that is less about their needs."
On Top in Multiple Categories
Talkdesk achieved a top three position in five of the seven categories, namely: