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.
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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.
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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) .
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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
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
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10
In Contact Center
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10
In Contact Center, CRM
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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
Omnichannel Engagement Platform
Native omnichannel engagement applications including voice engagement, studio and routing capabilities for customer interactions across multiple channels
AI-Powered Automation
AI-powered virtual agents, agent assist, AI trainer, and generative AI solutions for automating customer service processes and enhancing agent capabilities
Unified Analytics and Reporting
Integrated customer experience analytics with live and explore standard reporting, dashboards, and workflows accessible through a single pane of glass interface
Workforce and Knowledge Management
Workforce engagement management, employee collaboration tools, and knowledge management capabilities with over 70 out-of-the-box integrations
API Access and Extensibility
API access and open platform architecture with a common data model enabling custom integrations and extensions
Omnichannel Communication Platform
Unified communications across voice, chat, email, and social channels with cloud-based contact center software.
AI-Powered Customer Journey Analytics
Sentiment analysis and customer journey analytics capabilities to deliver proactive, predictive, and hyper-personalized experiences across channels.
Microservices-Based Architecture
API-first development with microservices-based architecture built on AWS enabling rapid innovation and agility.
Workforce Engagement Management
Advanced tools for workforce engagement management to optimize employee productivity and engagement.
Composable CX Platform
All-in-one composable platform with productized capabilities including Core, Digital, AI, and WEM components with marketplace and ecosystem integration.
Multi-Channel Support
Support delivery across web, social, mobile, messaging, live chat, email, and voice channels
Unified Agent Workspace
Centralized workspace for managing and responding to customer interactions with complete customer context and access to 1,200+ pre-built integrations
AI-Powered Automation
Built-in AI-powered bots, routing, and workflows to automate repetitive tasks and optimize business processes
Knowledge Management
Knowledge management system for organizing and accessing customer service information
Real-Time Analytics and Reporting
Built-in analytics and real-time reporting capabilities for monitoring performance and business optimization
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
Priyanka T.
Customer Conversations Feel Easier When Context Isn't Hidden
Reviewed on Feb 16, 2026
Review provided by G2
What do you like best about the product?
Having customer conversations, history, and details visible in a single view makes daily support work much smoother. While responding to chats, it's easy to understand who the customer is what they're subscribed to, and how recent interactions went. The ability to switch between chat, calls, and internal actions without leaving the screen helps maintain flow during busy periods.
What do you dislike about the product?
When multiple conversations are active at the same time, the interface can feel information-heavy. It works well once familiar, but there is a learning curve for new agents who are not used to handling several channels at once.
What problems is the product solving and how is that benefiting you?
Managing customer communication across different channels often leads to delays and missed context. With everything centralized, agents can respond faster and with better accuracy. This improves resolution time and reduces the effort needed to switch between systems during live conversations.
Kages Michael
Live call insights have boosted agent productivity and improved customer satisfaction tracking
Reviewed on Feb 10, 2026
Review from a verified AWS customer
What is our primary use case?
My main use case for TalkDesk is to evaluate calls and communicate feedback to employees regarding their performance. I also use it to track agent productivity and their status. TalkDesk helps us address productivity issues. We have a live view of everything and can address it simultaneously. I can also track performance feedback through the evaluation forms.
In addition to that, I also use TalkDesk to track customer interaction and satisfaction and to report on the business performance.
A specific example of how I use TalkDesk to communicate feedback or track productivity is that it serves as our main telephone system. We eliminated Cisco, which was much more expensive compared to TalkDesk. It is our main telephone system for our inbound contact center that handles technical support for our organization. I was looking for a flexible and cost-effective platform that allowed us to seamlessly build a multi-tenant instance that worked for all our various teams, which TalkDesk provided. In the future, I am looking to layer in AI components such as autonomous agents and automated QA, and I am currently exploring this option.
What is most valuable?
The best features that TalkDesk offers include live tracking of agent productivity, reporting of agent evaluations, and text analyzing calls agents have taken.
Out of the features such as live tracking, agent evaluation reporting, and text analysis of calls, all the features that I mentioned are great, as well as the enabled AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.
I also love the user interface of TalkDesk. It is very easy to customize and navigate, and also very user-friendly. This makes TalkDesk one of the easiest tools to use. Additionally, the customer support has been very proactive and responsive 24/7. They help all the new users or generally anyone who has a question about TalkDesk, and they are able to resolve any issue on time.
What needs improvement?
TalkDesk can be improved by providing real-time alerts into Slack or email besides the new tool within Live, which requires the dashboard to be opened. Also, I have had an issue with the accuracy of invoices that I think are fixed, but then tend to reappear. Additionally, the reporting can take a long time to load.
TalkDesk can have room for improvement if I could join Academy from the comfort of my home or while working remotely. That would be great.
It could be better if TalkDesk could notify whenever I need to aux.
For how long have I used the solution?
I have been using TalkDesk for the past six to seven years.
What do I think about the stability of the solution?
TalkDesk is very stable; I have not experienced any lagging or downtime. So far, everything has been performing well.
What do I think about the scalability of the solution?
TalkDesk's scalability is great for business as it is very scalable.
How are customer service and support?
The customer support is very proactive and helpful 24/7. They have been really good, especially when I have an issue and I reach out to them; they are quick to respond and have a solution for me.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before, I was using a tool called Ring.
How was the initial setup?
TalkDesk is deployed in my organization using a hybrid cloud.
What about the implementation team?
I purchased TalkDesk through the AWS Marketplace .
What was our ROI?
I have seen a return on investment as efficiency increased when I did not have as many programs open at once, recording got better in conversations, and tracking became better in conversation.
What's my experience with pricing, setup cost, and licensing?
According to my experience and my organization's use, TalkDesk has been very cost-effective and affordable. Also, the setup has been very seamless and easy, especially when the user is able to go through the smooth learning curve. The support guides them through, and the setup becomes very easy and seamless.
Which other solutions did I evaluate?
Before choosing TalkDesk, I evaluated other options including HubSpot CRM .
What other advice do I have?
Efficiency has increased since TalkDesk was implemented. Call volume is balanced and employees are more productive. Call abandonment rates have been reduced dramatically. It is also very easy to use and very straightforward.
TalkDesk has positively impacted my organization because it has been very helpful since I started using this tool; it has increased quality assurance scores, improved customer experience and trust in pilot reviews, improved training material, improved call handling time, and increased quality evaluation.
My advice for others looking into using TalkDesk is that it is very good for medium to large organizations that need customer ability and many features. It is also one of the best tools for customer satisfaction and call centers. TalkDesk is very cost-effective and very easy to use.
TalkDesk is very user-friendly and easy to navigate. Call dispositioning has been streamlined very well to accommodate CRM profiles. Call alerts are very useful and efficient, which helps us avoid any missed calls or interactions. Call evaluation data has been stored accurately and updates in real-time, also providing access to quality evaluation data.
I would rate TalkDesk an eight out of ten according to my user experience.
Muhammad K.
Streamlines Customer Support with Cloud Efficiency
Reviewed on Feb 06, 2026
Review provided by G2
What do you like best about the product?
I like how Talkdesk solves the common headaches that come with running customer support, especially when using manual processes or old on-premise systems. It automatically routes calls to the right team using IVR and smart queues, which ensures proper call routing. I appreciate the dashboards, reports, recordings, and full history that Talkdesk provides, offering clear visibility and tracking, which makes it easy to manage missed calls and wait times. The cloud-based nature of Talkdesk is a big plus, as it allows agents to work remotely from anywhere with just a browser and headset. I also find the integration with CRM and texting tools like Salesforce, ServiceNow, and Zendesk very helpful because it consolidates everything in one place. Lastly, adding new users online without needing hardware simplifies scaling, and the quality recording and analytics help improve service quality.
What do you dislike about the product?
cost to high
What problems is the product solving and how is that benefiting you?
Talkdesk solves the headache of running customer support with outdated systems. It automatically routes calls properly, offers visibility with dashboards and reports, supports remote teams with its cloud-based platform, integrates with CRM tools, and simplifies scaling and quality monitoring.
Miriam Wanjiku
AI automation has reduced handling time and has improved support quality across channels
Reviewed on Feb 05, 2026
Review from a verified AWS customer
What is our primary use case?
TalkDesk is our primary omnichannel product, and it meets the needs of our customers as it allows AI integration as well as opening up lots of different types of channels for customers to receive communication from their customers.
Our team uses TalkDesk as our telephony system for our inbound contact center that handles technical support for our organization, where we were looking for a flexible platform that allowed us to seamlessly build a multi-tenant instance that worked for all of our various teams and clients, which TalkDesk provides.
TalkDesk allows our team to speak with our clients and customers effectively and seamlessly, and this is best used by our support staff to ensure our business needs are being addressed in a timely manner.
What is most valuable?
Some of the best features that TalkDesk offers are ease of use and customization, valuable training resources, responsive support, and also AI and automation capabilities, Agent Assist, and speech analytics and sentiment analysis.
All the features that I have mentioned make the biggest difference for our team, providing an intuitive interface allowing for easy navigation and customization options tailored to our collaboration needs.
TalkDesk has been really helpful in my organization as this tool has reduced average AHT from four minutes to two minutes, CSAT increased over thirty percent, and our QM team evaluates calls twenty percent faster.
Most of the changes that made it possible to reduce average AHT and increase CSAT are low-code or no-code, which lets us maneuver quickly when we need to implement changes or new features.
What needs improvement?
Reporting can take a long time to load, and the administration user interface can be unintuitive if you are not familiar with it, and it lacks bulk SMS capabilities.
The call update is not always accurate, and we can only see the actual number of calls we made the following day, so this should be improved.
For how long have I used the solution?
I have been using TalkDesk for five to six years.
How are customer service and support?
TalkDesk customer service receives a rating of five out of five.
How would you rate customer service and support?
Positive
What other advice do I have?
We are really satisfied as agents with TalkDesk because it helps us check how many inbound and outbound calls we have made so far, as an individual and also company-wide, and checks the calls of the whole team, and it is very user-friendly.
The advice I would give to others looking into using TalkDesk is that it is suited in every scenario, and the best part I love about TalkDesk is that it displays the customer information immediately, the moment a call comes in.
I have given this product an overall rating of nine out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Roy Arturo E.
Reliable and Intuitive, but Room for More Customization
Reviewed on Jan 17, 2026
Review provided by G2
What do you like best about the product?
I like how Talkdesk is reliable and easy to use. The call routing works well, and the interface is intuitive, which allows me to quickly access call information, recordings, and logs without slowing down my workflow. Its call routing, reporting, and integration features help streamline workflows and ensure customers are connected to the right resources quickly.
What do you dislike about the product?
While Talkdesk works well overall, there are occasional system slowdowns and minor connectivity issues. Some features could also be more customizable, and reporting can take time to load when handling large volumes of data.
What problems is the product solving and how is that benefiting you?
I use Talkdesk to efficiently manage high volumes of customer calls, ensuring correct routing and reducing missed or dropped calls. It provides visibility into call activity for quick issue resolution, streamlines workflows, and maintains service quality.