Press Release
Talkdesk receives Frost & Sullivan 2024 Customer Value Leadership Award for retail market excellence
The award recognizes companies and solutions that deliver superior price, performance, and quality
SAN FRANCISCO – September 19, 2024 – Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, today announced it has earned the Frost & Sullivan 2024 North American Customer Value Leadership Award in the retail contact center as a service market. The award recognizes Talkdesk for its commitment to meeting the unique requirements of the retail market and the way Talkdesk empowers retailers to make enriching CX effortless.
Retailers have faced ongoing shifts in in-person shopping, mobile, and digital interactions, alongside unpredictable consumer sentiment and spending influenced by factors such as the COVID-19 pandemic and geopolitical changes. Acknowledging the shifting demands of retail organizations to address and thrive amidst these changes, Frost & Sullivan evaluated Talkdesk Retail Experience Cloud™ based on best practice criteria across business impact and customer impact dimensions. Recipients of the Value Leader Awards represent those companies that offer products and services customers find superior in price, performance, and quality.
Talkdesk Retail Experience Cloud uses generative AI (GenAI), automation, and deep integration into retail systems to unify the customer journey across digital and physical channels, enabling more seamless and personalized customer experiences. Purpose-built for retailers based on the deep domain expertise of in-house industry research, development, and strategy teams, the solution reduces business risk and cost and accelerates time to value.
Retailers like Serta Simmons Bedding, Alarm.com, and others have increased positive customer satisfaction score (CSAT) responses by up to 15%, improved agent productivity, and simultaneously improved agent experience using Talkdesk Retail Experience Cloud.
In addition to the recognition from Frost & Sullivan, Talkdesk Retail Experience Cloud was recently honored with a 2024 Elevate Award and is a finalist for The A.I. Awards for Best Use of AI in Retail and eCommerce.
Supporting Quotes
Nancy Jamison, senior industry director, ICT at Frost & Sullivan, said: “Talkdesk has consistently elevated its retail solutions to digitally transform its retail clients’ operations and help create the storefronts of the future. Ensuring customer trust is also key, and as such, Talkdesk is committed to ethical and responsible AI usage. Using the trio of its GenAI observability dashboard, data augmentation, and GenAI fine-tuning and simulation helps identify biases and inaccuracies and keep humans in the loop to ensure the safe usage of AI.”
Ed Durbin, vice president of Retail Strategy at Talkdesk, said: “Talkdesk was the first to introduce products tailored for targeted vertical markets. We have consistently enhanced our retail solutions to digitally transform retailers’ operations and help create storefronts of the future. It is an honor to have Talkdesk Retail Experience Cloud recognized again for leveraging the latest AI technology to provide global retailers the ability to support their customers before, during, and after the sale.”
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.
Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.
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.
Media Contact:
Talkdesk Public Relations