Sold by: Talkdesk
Deployed on AWS
Talkdesk is a global cloud contact center leader for customer-obsessed companies. Our automation-first solutions optimize the most critical customer service processes to deliver a better way to achieve great customer experiences.
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
- Over 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 solutions 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 have 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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Features and programs
Buyer guide
Gain valuable insights from real users who purchased this product, powered by PeerSpot.
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.
Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. 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 overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/36 months |
|---|---|---|
CX Cloud Essentials | 50 Users | $135,000.00 |
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
Request a private offer to receive a custom quote.
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.
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
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
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.
Updated weekly
Top
10
In Contact Center
Top
10
In Contact Center, CRM
Top
10
In Contact Center, CRM, IT Business Management
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Cloud Contact Center Platform
AI-powered cloud platform with native applications for omnichannel engagement, customer experience analytics, and workforce management
AI-Powered Agent Assistance
Includes virtual agents, agent assist capabilities, AI trainer, and generative AI solutions for enhanced customer service interactions
Omnichannel Engagement
Supports multiple communication channels with streamlined workflows and comprehensive customer context for agents
Integration Capabilities
Provides over 70 out-of-the-box integrations with a shared data model, reporting, dashboards, and workflow automation
Vertical-Specific Solutions
Offers purpose-built industry solutions with specialized workflows and core system integrations for Financial Services, Healthcare, and Retail sectors
Microservices Architecture
Cloud-native platform built with microservices-based architecture enabling modular and scalable design
Omnichannel Communication
Supports unified customer interactions across multiple channels including voice, chat, email, and social platforms
AI-Powered Analytics
Integrated artificial intelligence capabilities for customer journey analytics and sentiment analysis
API-First Development
Open API development approach allowing flexible integration and customization of communication systems
Experience Orchestration
Advanced platform for connecting contextual interactions and delivering proactive, predictive customer engagement across marketing, sales, and service touchpoints
Multi-Channel Support
Provides support across web, social, mobile, messaging, live chat, email, and voice communication channels
AI-Powered Customer Service
Includes AI-powered bots and intelligent routing capabilities for automated customer interactions
Agent Workspace Integration
Centralized workspace with comprehensive customer context and over 1,200 pre-built integrations
Knowledge Management
Comprehensive knowledge base system for managing and organizing customer support information
Real-Time Analytics
Built-in real-time reporting and analytics tools for tracking and optimizing customer service performance
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
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No security profile
Standard contract
No
No
No
Customer reviews
4
1 ratings
1 AWS reviews
|
28 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Information Technology and Services
Efficient,Scalable, and Insightful Contact Center Solution.
Reviewed on Sep 22, 2025
Review provided by G2
What do you like best about the product?
Ease of Use, Multi-Channel Support, Strong Integration, Advanced Analytics, Automation & AI, Scalability, and Security.
What do you dislike about the product?
Learning curve for advanced features and pricing.
What problems is the product solving and how is that benefiting you?
Talkdesk is allowing us to improve our customers Call Centre experience, with the enhanced features and advanced reporting.
reviewer2748852
Product enhancements improve user experience and streamline operations
Reviewed on Aug 08, 2025
Review from a verified AWS customer
What is our primary use case?
We mainly use TalkDesk for inbound calls, dialers, SMS, and other digital solutions. We also use it for quality management and recording solutions.
What is most valuable?
TalkDesk has good integration capability apart from the default products and excellent customization capabilities. You can integrate with products available in the TalkDesk app store, including ServiceNow , Salesforce , and multiple other products. Additionally, if APIs are available, you can custom integrate with third-party applications that are not in the list, which is a significant advantage.
It helps tremendously because with our CRM we can access all call details, interaction details, and recordings. All information is available for each case. We don't need to open TalkDesk separately to check recordings, date-time, or other metadata. Instead, we can directly get all details from the CRM itself. There are additional features where information can pop up through a browser, so agents don't need to search based on who is calling. They can directly view the customer profile without going back and forth.
What needs improvement?
For startups, TalkDesk is a good solution because it offers basic functionality without too many customizable options, such as the dialer. It has a basic dialer and agentless dialer, but customization options are limited. There aren't many options for different schedules, list management, and complex features compared to other products. However, it works well for startups and companies seeking a reliable industry solution with minimal downtime.
The dialer functionality could be improved as it only offers basic features for agentless and predictive or automated dialing.
TalkDesk technical support is good, but they could improve their on-call support. Currently, support is mainly handled through ticket submission with email responses. While calling options exist, they prefer to communicate via email rather than providing direct call support as some other products do.
For how long have I used the solution?
We have been using TalkDesk for around three years.
What was my experience with deployment of the solution?
Implementation is much better with cloud products compared to on-premises solutions. Instance enablement takes less than a day to configure and start using. The only potential challenge might be obtaining phone numbers depending on the regions. Bringing up an instance is much faster compared to on-premises solutions, which is consistent with most cloud solutions.
Which solution did I use previously and why did I switch?
Every product has its own advantages and disadvantages. Genesis is a top player but has limited default reports and dashboards with minimal customization options. Nice has good recording solutions. TalkDesk stands out with its user-friendly UI compared to other industry-leading products. It is well-organized, except for the studio flows which can feel somewhat disorganized. They introduced modules in studio flow a few years ago, but the interface for studio creation could still be more user-friendly.
What was our ROI?
There is definitely some ROI, but as a telephone engineer, we do not calculate business improvements or related metrics.
Which other solutions did I evaluate?
Organizations should consider TalkDesk based on their specific needs, whether they are startups or large organizations. For manual dialing, inbound calls, and basic AI integration capabilities, TalkDesk is suitable. However, for advanced AI capabilities and chatbots, other solutions such as yellow.ai might be more appropriate. TalkDesk is particularly good for basic inbound and outbound capabilities.
What other advice do I have?
We tested AI features in TalkDesk such as Copilot and auto-translate, though we didn't extensively use them. These are valuable features as TalkDesk and other products are incorporating AI capabilities. The system can auto-translate calls and highlight repeated words based on customer scenarios, making it easier to identify contact reasons in specific industries such as hospitality.
TalkDesk is efficient and user-friendly for both small and large businesses. It excels in AI capabilities, inbound calls, standard outbound calls, quality management, and interaction analysis. The system allows for storing and checking real-time data, and with capable developers, customization of live monitoring and historical data analysis is possible through backend integration.
The voice functionality in TalkDesk is particularly strong and easy to train. The Studio flow allows for automation and UI customization for both agents and admins. Integration is straightforward, and agents can efficiently manage cases with automated data population and AI-powered interaction summaries.
On a rating scale, TalkDesk deserves an 8 out of 10 as it offers comprehensive functionality and continues to improve.
The solution is currently hosted on AWS and Azure , depending on the region, with most servers hosted on AWS . Customers do not have direct access to their servers but interact through the interface.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Dawn B.
Loooovvveee TalkDesk
Reviewed on Aug 01, 2025
Review provided by G2
What do you like best about the product?
I love the co-pilot feature. It's very helpful when I feel like I missed something in the conversation or when I didn't quite catch the name or address. I love being able to see reviews from calls I've made and it's really easy to navigate.
What do you dislike about the product?
The only thing I dislike is when it's not functioning properly and not refreshing. But it always gets fixed pretty quickly
What problems is the product solving and how is that benefiting you?
It solved the issue of taking calls without missing them since it's automatic. I never miss a call
Information Technology and Services
Quick and powerful solution to implement for the integration of AI tools
Reviewed on Jun 27, 2025
Review provided by G2
What do you like best about the product?
Simplicity of use and creation of routing paths. Integration of AI modules into the customer experience and the agent console.
What do you dislike about the product?
ability to improve on real-time report creation (number of indicators)
What problems is the product solving and how is that benefiting you?
issues of effective call distribution across agent groups. Accelerate 1st call resolution through the use of the Agent copilot
reviewer2697924
Improving customer relationships with enhanced reporting and effective call scheduling
Reviewed on Apr 24, 2025
Review provided by PeerSpot
What is our primary use case?
Our industry is insurance. We are a middle to large enterprise with around seven hundred employees and about one thousand mailboxes. We have four contact centers, each with around twelve or fifteen agents.
What is most valuable?
We need to adopt this platform. The main feature for us is reporting and the capability to maintain a strict relationship with our customers. Additionally, it provides the capability to schedule a call for all busy hours.
What needs improvement?
We are still relatively new to this tool so we are not sure what could be improved. However, we consider it to be a great tool.
For how long have I used the solution?
We have been using the solution for around twelve, could be fifteen or sixteen months.
What was my experience with deployment of the solution?
We found a site with the documentation but we get a 403 error, so it could be that the documentation is not available.
What do I think about the stability of the solution?
There were two big issues, but in a general statement, it is a stable tool.
What do I think about the scalability of the solution?
TalkDesk is scalable.
How are customer service and support?
I am happy with the support line, but in some cases, the response is slow.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We used Microsoft before switching to TalkDesk .
How was the initial setup?
It is a difficult setup, honestly. It took us around twelve months to start up.
What about the implementation team?
In our company, there were two people involved. For other third parties, like our carrier or the TalkDesk pool, there could be ten people.
What was our ROI?
I believe it is a great return because our last solution did not have this strict relationship. After implementing TalkDesk, we boosted our solution and our workforce to improve our response time.
What's my experience with pricing, setup cost, and licensing?
We do not have a point of comparison, but in general, I consider it a fair price.
Which other solutions did I evaluate?
We are evaluating the Mimecast solution.
What other advice do I have?
We prefer to remain anonymous. Our overall product rating for TalkDesk is nine.