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Press Release

Talkdesk a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

Talkdesk positioned in Leaders quadrant based on both Ability to Execute and Completeness of Vision


SAN FRANCISCO — October 18, 2019 — Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced its recognition as a Leader by Gartner in the 2019 Magic Quadrant for Contact Center as a Service, North America. This is the third consecutive year Talkdesk has been positioned in the report and the first time Talkdesk has been positioned in the Leaders quadrant. For 2019, Talkdesk was positioned in the Leaders quadrant based on both ability to execute and completeness of vision. 

Gartner performed a rigorous evaluation of nine contact center vendors for Completeness of Vision and Ability to Execute. According to Gartner, “Leaders are best described as suppliers with a strong multichannel product and service capability that have already amassed a large installed base of large and small customers. Leaders also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration with a variety of third-party systems.”

“We are thrilled to be recognized as a Leader by Gartner in the 2019 Magic Quadrant for Contact Center as a Service, North America, and see it as confirmation of Talkdesk’s overall product strategy and commitment to innovation,” said Tiago Paiva, chief executive officer, Talkdesk. “Talkdesk is purpose-built on a modern, cloud-native architecture. We believe our innovative delivery model, and the speed at which we are able to deliver new features and functionality sets us apart within the CCaaS industry.”

Talkdesk has an overall peer rating of 4.6 (out of a possible score of five) in the Gartner Peer Insights Contact Center as a Service, North America market. With 171 user reviews (as of 17 October 2019), Talkdesk also has the highest volume of verified Peer Insights reviews, including:

  • “Talkdesk is an extremely extensible system. It is easy to use across all levels of the organization. Agents find it simple, system administration is straightforward, and scaling is easy. It’s extremely powerful with a user interface that doesn’t make you cross-eyed.” – Senior Manager of Member Support, Media Industry
  • “The entire process by which we began our work with Talkdesk has been excellent. The sales team was clear, concise, and worked to fit a package that met our budget. Their implementation team was incredible, and their customer success team is world-class.”    – Senior Director of Special Projects
  • “We switched our phone service to Talkdesk four+ years ago when our team grew to two locations. We needed service in the cloud that was a full phone solution and was integrated with the rest of our business. There are a ton of features that we love: custom numbers that help us track our ads, custom IVRs, call recording, live reporting, call monitoring, call queue, non-business hours forwarding. Talkdesk is an essential part of our business that we trust.” – Operations Manager

Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their customers, resulting in increased customer satisfaction, productivity and cost savings. Through a modern cloud-native architecture, Talkdesk makes contact center operations agile to easily adapt to the constantly evolving landscape of customer service.

The full complimentary report is available here on the Talkdesk website.

Additional Information

Gartner, Magic Quadrant for Contact Center as a Service, North America, Simon Harrison, Steve Blood, Drew Kraus, 15 October 2019.

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and do not represent the views of Gartner or its affiliates.

About Talkdesk

Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,800 innovative enterprises around the world including 2U, Canon, IBM, Peloton and Trivago, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com. 

Media Contacts:

Talkdesk Public Relations

[email protected]