July 16, 2024

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Talkdesk Leads in 2024 IDC MarketScape for CCaaS Applications Software

2 min read

Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes, announced it has been named a Leader in the IDC MarketScape: Worldwide Contact Center–as-a-Service (CCaaS) Applications Software 2024 Vendor Assessment [doc #US52302923 June 2024].

The IDC MarketScape evaluated technology providers that offer CCaaS capabilities for contact centers and agents with standalone AI-based products and/or products that leverage AI in such a way that they are differentiated from similar non-AI–enhanced products, integration capabilities to other contact centers, or adjacent functional markets and data management. According to IDC analysis and buyer perception, Talkdesk was positioned in the Leaders Category.

According to the report, “Talkdesk customers appreciate the range of capabilities and ease of use of the product. While AI remains an aspiration for many organizations, Talkdesk customers spoke positively of the capabilities being in the platform waiting for when they were ready to absorb it on their own personal road map. Talkdesk’s AI approach was to build the company’s own capabilities for efficiencies and to minimize compatibility issues. This includes generative AI (GenAI).”

The report also noted, regarding Talkdesk, that “Industry-specific CCaaS products are a rarity in the market and offer a true differentiation for those users seeking greater specificity for their industry. This includes industry-tuned AI models and integrations to industry-specific core application systems, such as Epic in healthcare, and industry-specific compliance and regulations. Customers reported ease of working with the vendor for added capabilities.”

Download a complimentary excerpt copy of the IDC MarketScape: Worldwide Contact Center–as-a-Service (CCaaS) Applications Software 2024 Vendor Assessment here to learn more about how Talkdesk transforms customer journeys with AI-powered CX solutions.

Supporting Quote

Tiago Paiva, chief executive officer and founder of Talkdesk, said: “We started our AI journey in 2018, announcing intelligence would be core to everything we delivered with the launch of Talkdesk AI. In 2021, we introduced Talkdesk Industry Experience Clouds, purpose-built to help companies deliver a seamless, personalized, and trusted client experience. These two investments have been complete game-changers for Talkdesk over the years, and we will continue to stay ahead of the CX innovation curve. It is an honor for Talkdesk to be recognized as a Leader in this IDC MarketScape.”

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