We are happy to share some insights about Talkdesk drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Talkdesk and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Talkdesk as Exemplary, ranking sixth in the overall research with a 69.5% performance. Talkdesk’s best performance came in Product Experience at
69.3%, ranking seventh, due in part to its third-place rankings in Manageability and Reliability. In Customer Experience, Talkdesk placed seventh at 70.6% due to low performance in Validation. Talkdesk was designated a Leader in Manageability and Reliability. Talkdesk partially participated in the RFI process.
Talkdesk’s Product Experience was impacted by its 63.3% performance in Capability, where it could improve its interaction handling analytics. Customer Experience was impacted by its 67.8% performance in Validation, where it could better articulate its sales and onboarding information for potential buyers.
Talkdesk performed best in Product Experience, notably in Reliability, where its 81.6% performance was due to its strong technology architecture that allows large scalability and performance. In addition, Talkdesk’s commitment to privacy and security led to its 79.3% performance in Manageability.
In the Agent Management Buyers Guide, our analysis classified Talkdesk as Exemplary, ranking fifth in the overall research with a 70.4% performance. Talkdesk’s best performance came in Product Experience at 70.3%, 
ranking fifth, due in part to its third-place ranking in Reliability. In Customer Experience, Talkdesk placed sixth at 70.6%. Talkdesk was designated a Leader in Adaptability, Manageability and Reliability.
Talkdesk’s Product Experience was impacted by its 66.6% performance in Capability, where some capabilities of agent performance management like gamification and voice of the agent feedback were somewhat lacking overall. Customer Experience was impacted by its 67.8% performance in Validation, where it could expand on the value derived from its products.
Talkdesk performed best in Product Experience, notably in Reliability, where its 81.6% performance was due to its technology architecture that has the ability to support high availability and business continuity.
In the Contact Centers Buyers Guide, our analysis classified Talkdesk as Exemplary, ranking fifth in the overall research with a 70.4% performance. Talkdesk’s best performance came in Product Experience at 70.3%, ranking fifth, due
in part to its third-place ranking in Reliability. In Customer Experience, Talkdesk placed sixth at 70.6%. Talkdesk was designated a Leader in Adaptability, Manageability and Reliability.
Talkdesk’s Product Experience was impacted by its 64.2% performance in Capability, where it could look to include gamification to help agents. Customer Experience was impacted by its 67.8% performance in Validation, where it could increase its public documentation about the sales and onboarding process.
Talkdesk performed best in Product Experience, notably in Reliability, where its 81.6% performance was due to strong performance and scalability characteristics. In addition, Talkdesk’s privacy capabilities led to its 79.3% performance in Manageability. The company scored highly on questions related to how well it helps its customers build a business case and on the scope and quality of services offered to buyers.
This assessment was based on Talkdesk CX Cloud, and was available in July 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
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