Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, today announced it has been positioned by Aragon Research, Inc. in the leader section of the Aragon Research Globe for Intelligent Contact Centers (ICC), 2021.* This marks the second consecutive year Talkdesk has been acknowledged as a leader in the report.

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“The race to the intelligent contact center is on, and going forward, the base capabilities for ICC will be assumed. The challenge will be for automation and intelligence, both for human agents and, now increasingly, for the computer-based virtual agents”

For this year’s report, Aragon Research evaluated 15 vendors against specific dimensions tied to strategy, performance, and reach. Vendors were then categorized as leaders, contenders, innovators, or specialists. Three key criteria were required for inclusion in the report:

• A minimum of $6 million in primary revenue for contact center or a minimum of $8 million in revenue in a related market (voice, video conferencing, collaboration, team collaboration/messaging)
• Announced and available products
• Customer references from each hemisphere in which the vendor participates

“The race to the intelligent contact center is on, and going forward, the base capabilities for ICC will be assumed. The challenge will be for automation and intelligence, both for human agents and, now increasingly, for the computer-based virtual agents,” said Jim Lundy, founder, chief executive officer, and lead analyst, Aragon Research.

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“The contact center represents a strategic resource for many organizations in responding to today’s customer needs, and predicting and preparing for tomorrow’s expectations,” said Tiago Paiva, founder and chief executive officer, Talkdesk. “Through our artificial intelligence, automation, and even industry-specific solutions, Talkdesk continues to outdistance competitors in helping businesses drive better, more intelligent customer engagements. We believe this year’s ICC Globe placement recognizes these efforts and further validates our approach.”

As part of a bold CX strategy, Talkdesk plans to automate 80 percent of customer contact center interactions over the next three years, leveraging AI and machine learning. Earlier this year, the company announced Talkdesk AI Trainer™, the first human-in-the-loop (HITL) tool for contact centers. Learn more about optimizing customer experiences with Talkdesk virtual agent, agent assist, and guide knowledge base tools.

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them “AS IS,” without warranty of any kind.

*Aragon Research Globe for Intelligent Contact Centers, 2021 by Jim Lundy, July 15, 2021. © 2019 Aragon Research, Inc. and/or its Affiliates. All Rights Reserved.

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