Talkdesk — AI Customer Support Tool

3.4 / 5 (from 3,263 reviews)

Rated #35 in AI Customer Support Tools

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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?

Technical Support Specialists Quality Control Specialists Customer Service Representatives Help Desk Technicians Client Relations Specialists Customer Success Managers Client Services Coordinators Customer Support Specialists Operations Managers Sales Managers

Features and Benefits

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

Talkdesk Pros and Cons

Pros

Offers customizable dashboards for real-time monitoring
Integrates with popular CRM and helpdesk systems
Provides comprehensive call management features
Includes AI-powered automation for enhanced efficiency
Supports omnichannel communication options

Cons

Some users report occasional technical issues and outages
Mobile app functionality can be inconsistent
Customer support responsiveness is sometimes lacking
Implementation process can be complex for some users
Pricing structure may be high for smaller businesses

Pricing

CX CLOUD DIGITAL ESSENTIALS $85/mo

Digital Engagement (Email, Chat, SMS, Social Messaging)
Studio & Routing
Connections
API Access
Real-time Dashboards (Live)
Business Intelligence (Explore)
Conversations Mobile App
Quality Management

CX CLOUD ESSENTIALS $85/mo

Voice Engagement
Studio & Routing
Studio Functions
Real-time Dashboards (Live)
Business Intelligence (Explore)
Connections
API Access
Workspace Designer
Automation Designer
Conversations Mobile App

CX CLOUD ELEVATE $115/mo

Everything in ESSENTIALS
Digital Engagement
Quality Management
Screen Recording
Feedback
Automated Notifications

CX CLOUD ELITE $145/mo

Everything in ELEVATE
Custom Reporting with Live & Explore
Performance Management
Choose 1 from: Workforce Management, Customer Experience Analytics, or Proactive Outbound Engagement