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Talkdesk

Available through IT Raven

  • Contact Center and CX

Talkdesk is a cloud contact center software company whose platform runs customer service across phone, chat and digital channels, with AI built in. The contact center runs from the cloud, and agents work in a browser or a desktop client. The core product is Talkdesk CX Cloud, and around it Talkdesk sells industry bundles it calls Experience Clouds for banking, insurance, healthcare and retail, each pre-integrated with the systems those buyers already run. Its newer collateral is built around generative AI, both self-service that resolves a customer's issue without an agent and assistance that guides an agent through a live call, and it sells a bundle of those AI applications to on-premises contact centers too. For a buyer, Talkdesk is the software that answers, routes and resolves customer contacts, with the carrier and the connectivity bought separately.

Best for

  • Companies whose customer service has outgrown a basic phone queue and needs skills-based routing across phone, chat, email and messaging in one system.
  • Banks, credit unions and insurers that want a contact center pre-integrated with core banking, claims and policy administration systems, with AI trained on those scenarios.
  • Healthcare providers that need patient contact tied into the electronic health record and built around HIPAA.
  • On-premises contact centers that want generative AI self-service and agent assistance added without a long deployment or a data science team.
  • Microsoft Teams shops whose agents need to escalate to an in-house expert in Teams with a click, since the connector is certified.

A team that only needs a handful of phone lines and simple call handling will find a full contact center platform more than it needs.

What they offer

Contact Center. Talkdesk CX Cloud handles inbound and outbound customer contact across channels. Talkdesk Workspace gives agents, supervisors and administrators one interface tailored to each role, as a browser client or an installable desktop client with single sign-on, and it can carry AppConnect partner applications as cards or tabs. The Microsoft Teams Connector lets an agent find a Teams subject-matter expert and call or email them from the workspace when a call needs escalating. The Experience Clouds package the platform by industry: banking, with core banking systems and CRMs; insurance, with claims and policy administration systems and video chat with co-browsing; healthcare, integrated with EHR systems and built around HIPAA; and retail, unifying digital and in-store service.

CX and Conversational AI. Talkdesk Autopilot is a virtual agent that resolves voice and chat conversations on its own, sold with two named companions: Talkdesk Shield, which authenticates agents and customers to cut fraud, and Talkdesk AI Trainer, which lets your own staff tune the AI and set its guardrails. Talkdesk Copilot listens on live calls and gives agents real-time answers and next steps, aimed at handle time, first-contact resolution, new-agent ramp and consistency. Talkdesk Navigator reads each incoming call or message with generative AI and routes it by content, replacing the menu tree of a traditional IVR, and Talkdesk says it needs no training to start. Customer Experience Analytics evaluates interactions, up to all of them, for quality management. Ascend Connect bundles the self-service, agent-assist, analytics and AI-tuning pieces for contact centers still on premises.

Workforce Engagement Management. Workforce Management forecasts contact volume across channels from historical and live data and builds skills-based schedules, with a mobile app, Talkdesk Schedule, where agents see their shifts. Performance Management gives managers leaderboards, benchmarks and goal tracking, with a click-to-coach workflow that turns a spotted gap into a coaching session from the same screen.

Coverage

  • Australia
  • Brazil
  • Canada
  • China
  • Mexico
  • Puerto Rico
  • US (Nationwide)

Coverage is a starting point. We check every address before we quote it.

Proof

Customer stories Talkdesk has published, told here without the customer's name.

An online rent and dues payment platform for property managers and landlords. Its previous contact center gave it weak reporting and an unstable CRM integration as headcount and call volume grew. On Talkdesk with a Zendesk connector, it used the reporting to diagnose an agent pickup problem, and the case study reports a 40 percent increase in first-call pickup, lower wait and abandonment rates, and a forecasting practice run from the platform's reporting.

A mobile-first auto insurance carrier available in 30 states. Outgrowing a provider with no workforce or quality management tools, it moved to Talkdesk's cloud contact center integrated with Zendesk, with skills-based routing, workforce and quality management, a callback option instead of waiting in a queue, and later a voice IVR that deflects routine calls to self-service. The case study's headline figure is a 4 percent increase in self-service deflection.

A specialty retailer that grew from one store to hundreds, plus a busy online channel, over about 40 years. Its previous vendor's call quality was deteriorating and its CRM integration was rigid. On Talkdesk with a Zendesk connector and real-time dashboards, it reports a 15 percent improvement in service-level performance and that a new agent can be brought online in 15 seconds or less as seasonal demand moves.

Talkdesk states 40 marketplace solutions support its focus industries and holds the Microsoft Teams Connected Contact Center certification. These figures are Talkdesk's own.

Good to know

  • Talkdesk is the software layer. You still need the connectivity and, for many deployments, a voice carrier underneath it, which the store can quote alongside as Business Connectivity or Cloud Phone Systems.
  • The collateral comes in two eras, 2021 to 2022 sheets for the earlier products and 2023 to 2024 sheets for the generative AI ones, and no document says what replaced what. Ask which products are current.
  • A Talkdesk security checklist for government buyers lists frameworks such as SOC 2, PCI DSS and FedRAMP readiness as criteria to judge any vendor by; it does not say which Talkdesk itself holds. Ask for its current attestations.
  • No document read for this page states Talkdesk's headquarters, founding year, headcount or data center locations. Ask.
  • Product names and figures here are the company's own, from 2021 to 2024 material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

    Add services and companies as you shop. No form stands between you and the shelf.

  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.