Santa Clara, CA, USA, Oct. 7, 2019 -- Based on its recent analysis of the North American cloud contact center market, Frost & Sullivan recognizes Talkdesk, Inc. with the 2019 North American Product Line Strategy Leadership Award for developing the Talkdesk Enterprise Cloud Contact Center. Talkdesk is built on microservices architecture and designed to prioritize flexibility, scalability, security, and ease of use. Talkdesk's AppConnect Innovation Ecosystem enables customers to add on complementary applications from a broad range of third-party suppliers, extending the native capabilities of Talkdesk.
"The Talkdesk Enterprise Cloud Contact Center runs on US-based Amazon Web Services (AWS) data centers, with a main site supported by a disaster recovery site in a separate geographic region," said Nancy Jamison, Principal Analyst in Customer Contact at Frost & Sullivan. "Agents are connected to the closest media server in their global region to reduce latency and increase service reliability. This feature-rich contact center solution is delivered out of the box and supported by in-depth analytics and reporting capabilities. Furthermore, Talkdesk's cloud-native microservices architecture allows it to be scaled quickly using pools, clusters, and grids as new channels and technologies become available."
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Talkdesk's most prominent capabilities include its AI engine, Talkdesk IQ, Callbar, Mobile, Omnichannel, Analytics, Studio, and Self-Service. "Talkdesk offers natively built self-service software development kits (SDKs) for callback, context, knowledge base, and visual interactive voice response (IVR) capability for Android and iOS applications. Additionally, a flexible Webhook event management offers access to event-triggered automations with 50+ external partners," noted Ms. Jamison. "The company continues to deliver on its vision to make customer experience a competitive advantage for its clients. Talkdesk's customer-focused innovation, and ability to secure significant funding, underlines its current performance and potential to dominate the cloud contact center market in the near future."
Each year, Frost & Sullivan presents this award to the company that has developed a comprehensive product line which caters to the breadth of the market it serves. The award recognizes the extent to which the product line meets customer demands and the overall impact it has in terms of customer value and increased market share.
Posted by Veronica Silva Cusi, news correspondent
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a 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 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Tuesday, October 8, 2019
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