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Talkdesk — AI Customer Support Tool

Review star icon 3.4 (from 3,263 reviews)
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What is Talkdesk?

Talkdesk is an AI-powered contact center platform that helps customer service teams improve interactions. It offers omnichannel support, performance score predictions, and real-time customer experience analytics to assist contact center managers in optimizing operations.

What sets Talkdesk apart?

Talkdesk stands out with its AI-driven agent coaching, which helps customer service representatives improve their skills and handle calls more effectively. The platform's predictive analytics give contact center managers the insights they need to make informed staffing and resource allocation choices. For customer service teams, Talkdesk's omnichannel integration means they can pick up conversations right where they left off, even when switching between phone, chat, and email.

Talkdesk Use Cases

  • Omnichannel customer engagement
  • AI-powered agent assistance
  • Workforce management optimization
  • Customer experience analytics
  • Self-service automation

Who uses Talkdesk?

Features and Benefits

  • Feature icon Omnichannel Engagement
    Interact with customers across multiple channels including voice, email, chat, SMS, and social messaging from a unified platform.
  • Feature icon AI-Powered Assistance
    Utilize AI to automate customer self-service, provide agent assistance, and uncover insights from customer interactions.
  • Feature icon Workforce Engagement Management
    Optimize staffing, scheduling, and agent performance with AI-powered tools for workforce management and quality assurance.
  • Feature icon Customer Experience Analytics
    Analyze customer interactions to identify trends, sentiment patterns, and actionable insights for improving service quality.
  • Feature icon Customizable Integration
    Connect with existing business systems through pre-built integrations and APIs for a tailored contact center solution.

Talkdesk Pros and Cons

Pros
  • Circle checkmark icon Offers customizable dashboards for real-time monitoring
  • Circle checkmark icon Integrates with popular CRM and helpdesk systems
  • Circle checkmark icon Provides comprehensive call management features
  • Circle checkmark icon Includes AI-powered automation for enhanced efficiency
  • Circle checkmark icon Supports omnichannel communication options
Cons
  • Cross icon Some users report occasional technical issues and outages
  • Cross icon Mobile app functionality can be inconsistent
  • Cross icon Customer support responsiveness is sometimes lacking
  • Cross icon Implementation process can be complex for some users
  • Cross icon Pricing structure may be high for smaller businesses

Pricing

CX CLOUD DIGITAL ESSENTIALS $85/mo
  • Circle check icon Digital Engagement (Email, Chat, SMS, Social Messaging)
  • Circle check icon Studio & Routing
  • Circle check icon Connections
  • Circle check icon API Access
  • Circle check icon Real-time Dashboards (Live)
  • Circle check icon Business Intelligence (Explore)
  • Circle check icon Conversations Mobile App
  • Circle check icon Quality Management
CX CLOUD ESSENTIALS $85/mo
  • Circle check icon Voice Engagement
  • Circle check icon Studio & Routing
  • Circle check icon Studio Functions
  • Circle check icon Real-time Dashboards (Live)
  • Circle check icon Business Intelligence (Explore)
  • Circle check icon Connections
  • Circle check icon API Access
  • Circle check icon Workspace Designer
  • Circle check icon Automation Designer
  • Circle check icon Conversations Mobile App
CX CLOUD ELEVATE $115/mo
  • Circle check icon Everything in ESSENTIALS
  • Circle check icon Digital Engagement
  • Circle check icon Quality Management
  • Circle check icon Screen Recording
  • Circle check icon Feedback
  • Circle check icon Automated Notifications
CX CLOUD ELITE $145/mo
  • Circle check icon Everything in ELEVATE
  • Circle check icon Custom Reporting with Live & Explore
  • Circle check icon Performance Management
  • Circle check icon Choose 1 from: Workforce Management, Customer Experience Analytics, or Proactive Outbound Engagement
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