Talkdesk provides a customer experience platform that helps organizations operate a human-AI hybrid workforce across service, sales, and support. The platform includes 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 work with Talkdesk CCaaS or an existing third-party contact center.
CXA uses agentic AI and multi-agent orchestration to automate and coordinate how customer needs are resolved. Agentic AI can reason through goals, use tools and enterprise systems, take action, and execute multi-step work, while orchestration coordinates specialized AI agents and human workflows, including decisions, escalations, and handoffs. AI agents can complete work such as processing a claim, updating a billing record, scheduling an appointment, or resolving a service case rather than only answering questions or routing interactions. Talkdesk Data Cloud provides unified, real-time context from customer interactions, enterprise systems, and knowledge sources. Built-in guardrails and governance help organizations control how AI operates as automation scales.
Talkdesk CCaaS and CXA both support omnichannel customer interactions across voice and digital channels. Talkdesk CCaaS provides capabilities for the human workforce, including omnichannel routing, workforce engagement management, real-time agent guidance, employee collaboration, and customer experience analytics. CXA orchestrates work across the human-AI workforce, coordinating human agents, AI agents, data, knowledge, workflows, enterprise systems, and governance to move customer needs toward resolution while preserving context across channels and handoffs.
*Key capabilities include:
-Agentic end-to-end automation: Automate customer interactions and the underlying work required to resolve them across front- and back-office systems, using agentic AI that can reason, act, and complete work rather than simply respond or assist.
-Human-AI and multi-agent orchestration: Coordinate specialized AI agents, human employees, data, knowledge, workflows, and enterprise systems as work moves through complex customer journeys with intelligent decisions, escalations, and handoffs, while maintaining the context required for resolution.
-Continuous automation lifecycle: Analyze previous customer interactions and performance data to discover high-impact automation opportunities, build and customize agentic AI agents using natural language, test them before they engage customers, orchestrate them in production, and continuously monitor and optimize performance and outcomes.
-Industry-aware data and automation: Connect industry-specific systems and data sources with purpose-built AI agents, workflows, integrations, and preconfigured use cases, giving humans and AI relevant industry context and knowledge to address customer journeys and operational requirements across more than 12 industries.
-Unified data, knowledge, and governance: Use Talkdesk Data Cloud to unify customer interactions, enterprise data, knowledge, and systems of record, providing real-time context for AI agents, human employees, and workflows. Apply guardrails, permissions, monitoring, and governance to help improve accuracy, consistency, decision-making, and control as automation scales.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
Average Rating: 4.4/5.0
Total Reviews: 2,517
How Do G2 Users Rate Talkdesk?
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Has the product been a good partner in doing business?: 8.9/10 (Category avg: 9.1/10)
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Customization : 8.3/10 (Category avg: 8.5/10)
Who Is the Company Behind Talkdesk?
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Seller: Talkdesk
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Company Website:
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Year Founded: 2011
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HQ Location: Palo Alto, CA
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LinkedIn® Page: www.linkedin.com
1,395 employees on LinkedIn®
Who Uses This Product?
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Who Uses This: Supervisor, Customer Service Representative
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Top Industries: Consumer Services, Computer Software
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Company Size: 60% Medium, 20% Small
What Do G2 Reviewers Say About Talkdesk?
AI-generated summary from verified user reviews
Pros
- Users appreciate the ease of use of Talkdesk, highlighting its convenience for calling and scheduling.
- Users appreciate the efficiency of Talkdesk, enhanced by new features and reliable call quality for long durations.
- Users appreciate the value-added features of Talkdesk, enhancing convenience and efficiency in communications.
- Users love the ease of call management with Talkdesk, enhancing customer support and simplifying workflows effectively.
- Users value the ease of use and convenience offered by Talkdesk for managing customer support effectively.
Cons
- Users experience call issues with Talkdesk, particularly in low network areas and when using mobile hotspots.
- Users experience technical issues including connectivity problems and slow support response, affecting overall satisfaction with Talkdesk.
- Users find the missing features in Talkdesk frustrating, especially the lack of Italian support and customization options.
- Users face significant connection issues with Talkdesk, impacting audio quality and causing disruptions during calls.
- Users experience poor connectivity with Talkdesk, noting slow performance and frustrating tech issues during peak times.
What Are G2 Users Discussing About Talkdesk?
