--- description: Review of Talkdesk Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Talkdesk | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [AI Agents for Customer Support](/directory/5207/ai-agents-for-customer-support/software) > [Talkdesk](/software/20039/talkdesk) # Talkdesk Canonical: https://www.softwareadvice.co.nz/software/20039/talkdesk Page: 1 / 31\ Next: [Next page](https://www.softwareadvice.co.nz/software/20039/talkdesk?page=2) > Talkdesk provides a modern, AI-native customer experience platform that helps customer service, sales, and support teams operate a human-AI hybrid workforce across voice and digital channels. The platform provides enterprise-grade Contact Center as a Service (CCaaS) to support the human workforce and Customer Experience Automation (CXA) to build and manage the AI workforce and orchestrate work across both. CXA can be used with Talkdesk CCaaS or an existing third-party contact center. With Talkdesk, teams can deliver connected voice and digital experiences, intelligently route interactions, enable self-service, improve workforce performance, guide employees in real time, and turn customer data into actionable insights. Omnichannel engagement, workforce engagement management, agent guidance, analytics, and automation come together on one platform to support customer journeys across human and AI experiences. Talkdesk CXA automates and orchestrates how customer needs are resolved across AI agents, human employees, data, knowledge, workflows, and enterprise systems. Agentic AI can reason through goals, use tools, take action, and complete multi-step work, while multi-agent orchestration coordinates specialized AI agents and human workflows across the customer journey. This can include use cases such as updating a billing record, checking a claim status, or rescheduling an appointment rather than only routing a request or generating a response. Talkdesk Data Cloud provides unified, real-time customer and enterprise data and knowledge, while guardrails, governance, observability, and human oversight help organizations maintain control as automation scales. CXA also supports a continuous automation lifecycle: organizations can analyze prior interactions and performance data to identify high-impact automation opportunities, build and customize agentic AI agents using natural language, test them before customer deployment, orchestrate them in production, and monitor, govern, and continuously optimize performance and outcomes. Organizations can deploy Talkdesk CCaaS and CXA together as a unified platform. Or, they can add Talkdesk CXA to an existing cloud, hybrid, or on-premises contact center, allowing teams to start with focused automation use cases and expand over time without replacing their current contact center environment. Talkdesk offers purpose-built solutions for healthcare, financial services and insurance, retail, public sector, utilities, travel and hospitality, and other industries. Industry-specific AI agents, workflows, integrations, data context, and preconfigured use cases help address customer journeys and operational requirements without starting from a blank slate. Talkdesk is well suited for midsize and enterprise organizations with complex customer experience operations, particularly those managing high interaction volumes, repetitive work, or processes that span multiple departments and systems. It helps CX, IT, and operations teams reduce manual effort and cost-to-serve, accelerate resolution, improve employee performance, and maintain governance as automation expands. Talkdesk serves customers in over 100 countries, with implementation, customer care, training, and enablement resources available to support deployment, expansion, and modernization. Its global cloud architecture includes regional data centers and active-active redundancy. Talkdesk maintains a security and compliance program that includes SOC 2, SOC 3, and ISO 27001, as well as support for GDPR requirements. Talkdesk CX Cloud Government Edition is FedRAMP Authorized for U.S. public sector organizations. > > Verdict: Rated **4.5/5** by 734 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 734 Reviews | | Ease of Use | 4.7/5 | Based on overall reviews | | Customer Support | 4.6/5 | Based on overall reviews | | Value for Money | 4.5/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Talkdesk - **Location**: San Francisco, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: US$85.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: For more add-ons and recommendations contact sales. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: English, French, German, Italian, Portuguese, Spanish - **Available Countries**: Afghanistan, Albania, Algeria, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize and 190 more ## Features - AI Copilot - AI Summarization - AI Text Generation - AI Text Summarization - AI Text-to-Speech - AI/Machine Learning - API - Access Controls/Permissions - Access Management - Activity Dashboard - Activity Monitoring - Activity Tracking - Adaptive Learning - Adaptive Responses - Administrator Access - Agent Availability - Agent Interface - Agent Scheduling and Assignment - Agent Self-Service - Agentic Task Execution ## Integrations (50 total) - Agentforce - Azure Active Directory Domain Services - Azure Logic Apps - Calabrio ONE - Contactually - EV Self Help - Episys - Fin - Freshdesk and Freshservice - Front - Help Desk Migration Services - Help Scout - Highrise ERP for Builder - HubSpot Service Hub - Insightly CRM ... and 35 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) ## Category - [AI Agents for Customer Support](https://www.softwareadvice.co.nz/directory/5207/ai-agents-for-customer-support/software) ## Related Categories - [AI Agents for Customer Support](https://www.softwareadvice.co.nz/directory/5207/ai-agents-for-customer-support/software) - [Live Chat Software](https://www.softwareadvice.co.nz/directory/4569/live-chat/software) - [Chatbot Software](https://www.softwareadvice.co.nz/directory/3923/chatbot/software) - [Customer Support Software](https://www.softwareadvice.co.nz/directory/4658/customer-support/software) - [Speech Analytics Software](https://www.softwareadvice.co.nz/directory/4646/speech-analytics/software) ## Alternatives 1. 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Reduces the fatigue of switching seamlessly between major workspace tasks, such as email and chat, while maintaining openness with your group about food, meetings and time arrangements. > > **Cons**: When you log out, if you do not update your status to Offline, it will remain operative until the next time you log in. A note about your inability to customize the options available, it would be beneficial to have the ability to customize the option you have as an appointment or a staff. A major weakness I have been experiencing so far is that it sometimes fails; such as not being ready for calls when it is clearly impossible or not being able to accept calls from another. > > Talkdesk is used as the main application for new and old customer contact accounts. It is used by every support and sales department in the entire company. The main difficulty it solves is the ability to reduce the number of windows or screens in the transition between different knowledge areas and, at the same time, display to staff/management when it is available and when it is not. Talkdesk is most optimal for companies that have a lot of knowledge and equally display to staff/management when it is available and when it is not. Your ability to switch between these areas is where it really pays off. That being said, I would not recommend it for a company that is all about email. Talkdesk really offers itself well to companies that use the "talk" function, otherwise it would not be of use to you. ----- ### "Talkdesk: The perfect tool for your support team\!" — 5.0/5 > **Kallen** | *10 September 2020* | Education Management | Recommendation rating: 9.0/10 > > **Pros**: This software is incredibly easy to use. Agents learn to use this tool in a matter of moments. Additionally, the Studio for IVR allows incredible flexibility in our IVR. This has made it easier for client to get to the correct team and helped to improve their overall satisfaction. > > **Cons**: The Reports. Talkdesk recently launched Explore which houses all the reports in one location but it is still really hard to know which report to run. Once you find your desired report, you need to pull it out to excel or google sheets to manipulate the data and build any kind of visual. However, most of the data you want can be found in these reports. > > It has been an awesome experience using Talkdesk. This software has allowed us to grow and has supported us at every step. Additionally, their CX team is outstanding and very supportive. ----- ### "Easy to Use with incredible quality." — 5.0/5 > **Josh** | *8 September 2020* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: Talkdesk is very user friendly. I don't have a hard time understanding where functions are, and if I need to learn they have many tools to do so. They are great customer support and the quality of sound is something I've never had to worry about. > > **Cons**: I really don't have an negatives to share about Talkdesk. ----- ### "My Talkdesk experience" — 5.0/5 > **Anthony** | *17 August 2020* | Hospitality | Recommendation rating: 10.0/10 > > **Pros**: The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use > > **Cons**: I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature > > All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request. ----- ### "Talkdesk everything you want with a clean UI/UX - CCaaS" — 4.0/5 > **Logan** | *14 August 2019* | Insurance | Recommendation rating: 10.0/10 > > **Pros**: The ease of use the my favorite thing about the software. As a daily user and admin, Talkdesk isn't part of things I worry about breaking, it just works. It works for me and new hires alike. > > **Cons**: Call quality. If talkdesk could fix the random bouts of call quality issues, then this would be a near perfect solution. > > OUr customers want quick and easy access to their reps by phone. Talkdesk makes that possible. Management wants an integrated phone system to be able to view high level data in other areas of our business. Talkdesk is the CCaas that fit our needs. ----- Page: 1 / 31\ Next: [Next page](https://www.softwareadvice.co.nz/software/20039/talkdesk?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/20039/talkdesk) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data