AWS Marketplace: Talkdesk

Overview

At Talkdesk, we help enterprises improve customer service, increase efficiency, and grow revenue with an AI-powered cloud contact center platform that provides applications for omnichannel engagement, customer experience analytics, self-service, workforce engagement, and employee collaboration. All these applications are native on our open platform with a shared set of services including a common data model, reporting, dashboards, workflows, AI & automations for faster time-to-value and reduced TCO. An intuitive "single pane of glass," provides streamlined workflows and rich customer context that empowers agents to work more efficiently and effectively.

CX Cloud™ includes:

Voice Engagement
Studio & Routing
Live & Explore Standard Reporting
AI-Powered Virtual Agents, Agent Assist, and AI Trainer
Generative AI Solutions
Guardian Standard
Connections Standard
Studio Functions
Guardian Standard
API Access
Knowledge Management
70+ out-of-the-box Integrations

Our speed of innovation, deep vertical expertise, and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences across any industry, through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud™ combines enterprise scale with consumer simplicity, delivering unprecedented advantages of speed, agility, reliability, and security. Talkdesk delivers the industry's first products dedicated to specific verticals for Financial Services, Healthcare, and Retail. With the Talkdesk and AWS CCI collaboration, easily implement intelligent solutions that enhance self-service, agent assistance, and call analytics in your contact center.

Talkdesk offers custom products, packages, EULAs, and private offers- contact AWSmarketplace@talkdesk.com for more information

Highlights

Industry Innovator: We developed purpose-built industry solutions to provide industry-specific workflows, core system integrations, and intelligence built to understand industry language.
End-to-End solution: Access and view your customer engagement, workforce engagement, employee collaboration, AI & knowledge, and analytics and insights on a single unified platform.
Global Leader: We've launched over 70 innovations in 7 years, serve our customers in over 100 countries across 20 different industries, and rank #8 on the 2023 Forbes Cloud 100.

Details

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Talkdesk

Features and programs

Financing for AWS Marketplace purchases

AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.

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Pricing

Talkdesk

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Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, access to your entitlements will expire.

36-month contract (1)

Info

Dimension	Description	Cost/36 months
CX Cloud Essentials	50 Users	$135,000.00

Additional usage costs (2)

Info

The following dimensions are not included in the contract terms, which will be charged based on your usage.

Dimension	Cost/unit
Additional CX Cloud Essentials User	$75.00
Usage as incurred & defined in EULA/MSA section 6.3 (per minute)	$0.01

Vendor refund policy

Payment obligations are non-cancelable and fees paid are non-refundable; quantities purchased cannot be decreased during the Service Term.

Custom pricing options

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Find a fit for enterprise or unique needs with a private offer.

Legal

Vendor terms and conditions

Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

Content disclaimer

Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

Usage information

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Delivery details

Software as a Service (SaaS)

SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

Resources

Vendor resources

Talkdesk Developer Documentation

Talkdesk Product Training and Documentation

Talkdesk Customer Community

Support

Vendor support

For questions about Talkdesk products & services or to get in touch with a Talkdesk sales representative please contact awsmarketplace@talkdesk.com . For support questions on an existing Talkdesk solution please contact

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AWS infrastructure support

AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.

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Product comparison

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Updated weekly

Talkdesk

By Talkdesk

Zendesk Suite

By Zendesk

Genesys

By Genesys

Accolades

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Top

In Contact Center

Top

In Contact Center, CRM, IT Business Management

Top

In CRM, Contact Center

Customer reviews

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AI generated sentiment from actual customer reviews on AWS and G2

Reviews

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Customer service

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Positive reviews

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Overview

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AI generated from product descriptions

Omnichannel Engagement

Provides applications for omnichannel engagement to deliver a better way to achieve great customer experiences

AI-Powered Solutions

Includes AI-Powered Virtual Agents, Agent Assist, and AI Trainer to enhance self-service, agent assistance, and call analytics

Unified Platform

Provides a single unified platform to access and view customer engagement, workforce engagement, employee collaboration, AI & knowledge, and analytics and insights

Vertical-Specific Solutions

Developed purpose-built industry solutions to provide industry-specific workflows, core system integrations, and intelligence built to understand industry language

Global Footprint

Serves customers in over 100 countries across 20 different industries and ranks #8 on the 2023 Forbes Cloud 100

Conversational Channels

Provide support over messaging, live chat, social, email, or voice channels to meet customers where they are.

Unified Agent Workspace

Manage and respond to customers from one unified workspace, with complete customer context including 1,200+ pre-built integrations.

Automation and Intelligence

Utilize built-in routing, workflows, and analytics to automate repetitive tasks, optimize your business, and increase agent productivity.

Platform Integration

Integrate with the rest of your tech stack, providing a complete view of your customer with built-in analytics and automations.

Powered by AWS

Leverage the power and scalability of the AWS platform to deliver reliable and secure customer service solutions.

Composable Architecture

Microservices-based architecture, API-first development, and open data that enable rapid innovation, agility, and resilience to optimize the customer experience technology stack.

Omnichannel Capabilities

Unifies customer and agent experiences across phone, email, chat, text, and social channels.

Pointilist Customer Journey Management

Helps customer-centric organizations deliver experiences that anticipate each customer's needs by recognizing their preferences, prior experiences, and current goals.

Employee Engagement and Productivity

Transforms the approach to employee engagement and delivers new levels of efficiency and effectiveness through Unleashing Employee Superpowers.

Cloud-based Platform

Genesys Cloud CX is an all-in-one composable cloud contact center SaaS solution built on AWS.

Security credentials

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Validated by AWS Marketplace

FedRAMP

GDPR

HIPAA

ISO/IEC 27001

PCI DSS

SOC 2 Type 2

No security profile

Contract

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Standard contract

Customer reviews

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Ratings and reviews

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2388 external reviews

External reviews are sourced from G2 and are not included in the star rating for this product.

Priyanka A.

Best customer service provider!!

Reviewed on Dec 20, 2024

Review provided by G2

What do you like best about the product?

It is the best customer service platform. I have been using this platform recently and I amreally astonished with the quality of service talkdesk is providing on multiple platforms they seems to have a big team working behind which is doing great work. One thing that I have encountered is they have smooth and easy way to solve problems which is very customer-friendly. Thanks Talkdesk for this service I would highly recommend this to all.

What do you dislike about the product?

Not very often but yeah at times I face lag in service provider, may be this is because of ample of requests going on, on which providers is busy solving and managing problems but I really wish this should also be solved.

What problems is the product solving and how is that benefiting you?

The ease of accessibility. I really like how efficiently it is working and solving all my problems which me and maybe all of us must be facing.

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Food & Beverages

Talkdesk is a simple way of receiving customers calls

Reviewed on Dec 18, 2024

Review provided by G2

What do you like best about the product?

Allows me to take calls with customers easily and the options to transfer and listen to other calls are great for customers and training. The customer support opportunities is also great. It integrates with zendesk really well.

What do you dislike about the product?

Page layout is sometimes a bit messy but great once customised.

What problems is the product solving and how is that benefiting you?

It solves complexity issues with making calls and simplifies the income of calls.

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Retail

Talkdesk on a whole is very good and has very few issues.

Reviewed on Dec 18, 2024

Review provided by G2

What do you like best about the product?

Talkdesk is very useful with the many features, is very easy to use and quick to get used to using.

What do you dislike about the product?

Some crashes and features such as exchange tokens not working.

What problems is the product solving and how is that benefiting you?

Helping stay in contact with customers with easy emails being sent and keeping record of all interactions previously had with customers.

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Courteney F.

Very helpful software

Reviewed on Dec 17, 2024

Review provided by G2

What do you like best about the product?

I like the ease of using Talkdesk, it's very easy to understand and introduce to new agents. We utilise talkdesk everyday to make and receive calls with customers so it is important for us to have a software that works well. It also has a lot of features for reviewing SLAs for the agents and the number of calls etc they have taken throughout the day. It also works well with our other ticket softwares like Zendesk.

What do you dislike about the product?

I have experienced quite a few technical issues when using Talkdesk, like not being able to pause the call recording which means I have to call the customer back as part of some of our processes which requires the recording to be paused. Additionally, sometimes there is no option to place a customer on hold before transferring which can lead to awkward interactions.

What problems is the product solving and how is that benefiting you?

Talkdesk allows us to take calls from customers which ensures we can provide the best possible customer service.

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Vivek G.

Nice Telecalling/Conferencing tool

Reviewed on Dec 17, 2024

Review provided by G2

What do you like best about the product?

Ease of access
User-friendly interface
Voice Quality for calls

What do you dislike about the product?

NA.

Honestly there is nothing specific I have disliked about this product

What problems is the product solving and how is that benefiting you?

Easy for handling large number of calls in a support environment like Zscaler.

User friendly interface and very easy to learn

Call routing feature

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