Sold by: Talkdesk
Deployed on AWS
Unleash the power of multi-agent orchestration and agentic AI to transform service, sales, and support across your entire organization. Discover, build, orchestrate, and measure with AI agents working in a continuous cycle to redefine CX.
4.4
Overview
Talkdesk CXA is a first-of-its-kind Customer Experience Automation platform built specifically for customer experience. With an end-to-end coordinated system of specialized AI agents, each agent is trained for a specific function to work in concert across customer-facing and operational layers, including customers, agents, supervisors, and back-office teams.
Talkdesk CXA offers a flexible adoption model to help brands take advantage of multi-agent orchestration and powerful agentic AI without investing in a brand new contact center. Built around Talkdesk Autopilot, Talkdesk Copilot, Talkdesk Interaction Analytics, and Talkdesk Data Cloud, our agentic AI suite seamlessly integrates with any contact centers without the need for costly data scientists and prolonged deployments. Talkdesk Autopilot generates highly contextual conversational responses to customer inquiries using agentic AI. Don't just deflect calls with self-service, autonomously resolve them at first contact. Talkdesk Copilot delivers real-time automated assistance, contextual recommendations, and next best actions. Answer customer inquiries quickly and accurately, while reducing costs and improving operational efficiency. Talkdesk Interaction Analytics reviews customer conversations for topics and sentiment trends without setup. With agentic AI, it detects emerging topics, uncovering valuable insights and opportunities, even unexpected ones. Talkdesk Data Cloud underpins the entire platform, ingesting data from CRM systems, digital and voice interactions, knowledge bases, and operational records. This data powers automation discovery, fills knowledge gaps, and enables agents to learn and improve over time, all with human-in-the-loop oversight.
Talkdesk CXA is built around a virtuous cycle of continuous improvement: Discover: Identify the highest-impact automation opportunities by analyzing structured and unstructured data from interactions, knowledge, and systems of record. Build: Use AI agents to build and adapt workflows with minimal manual effort, guided by data and aligned to business outcomes. Orchestrate: Deploy multiple agents that coordinate autonomously across channels and roles to deliver seamless, end-to-end experiences. Measure: Track performance, uncover new opportunities, and continuously refine automations based on sentiment, behavior, and results.
Talkdesk CXA is available with a Talkdesk License subscription, or as a standalone with third party Contact Centers. Talkdesk offers custom products, packages, EULAs, and private offers contact AWSmarketplace@talkdesk.com for more information.
Highlights
- AI agents and automation built for your industry. Pre-trained for vertical use cases in healthcare, financial services, retail, and more, so you can deploy faster with built-in domain expertise.
- Multi-agent orchestration for effortless CX. Unleash the power of automated AI to transform service, sales, and support across your entire organization.
- Rather than routing isolated tasks between bots, deploy a collaborative team of AI agents that execute complex workflows, resolving tasks across systems and personas in real time with coordination, consistency, and scale.
Details
Sold by
Delivery method
Deployed on AWS
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Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
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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/month |
|---|---|---|
Ascend AI | Ascend AI available with Talkdesk License, or any other Contact Center | $0.00 |
Dimension | Cost/unit |
|---|---|
Talkdesk Ascend AI Usage varies per Product and per Interaction | $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.
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Delivery details
Software as a Service (SaaS)
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Resources
Vendor 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.
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Customer reviews
Eric H.
Streamlined Contact Center with Room for Reporting Improvement
Reviewed on May 13, 2026
Review provided by G2
What do you like best about the product?
I like that the team is really easy to work with. Their knowledge base and education area is very in-depth and provides all the training resources that our teams need. The solution works really well regarding the queuing and the interface, making it easy to manage.
What do you dislike about the product?
Last year, they had a couple outages that impacted operations for us. Some of the feedback I received from my managers is that the reporting could be more intuitive. It's sometimes slower to build reports, and when they build reports, sometimes the information is not accurate or the same. Basically, you can run the report three times and sometimes all three reports are different.
What problems is the product solving and how is that benefiting you?
Talkdesk speeds up information to agents with its Copilot AI, helping answer questions quickly during calls. It improves call routing based on skills and optimizes workforce management for call frequency. It provides agents with step-by-step help, eliminating the need to search the knowledge base.
Verified User in Information Technology and Services
Built a whole healthcare call flow in it - took time but it actually works
Reviewed on May 13, 2026
Review provided by G2
What do you like best about the product?
The AI Agents builder is what convinced me to stick with it. We’re in healthcare, so our use cases are pretty specific—appointment scheduling, insurance verification, prescription-related requests, and patient identification. I honestly wasn’t expecting to be able to map all of that out manually, but once the orchestrator figures out what the caller needs, it routes them to the right agent.
What do you dislike about the product?
Getting from a draft to something truly production-ready takes longer than you’d expect. V17 definitely didn’t happen overnight—there were earlier versions where the orchestrator would misread the user’s intent and send them down the wrong branch entirely, which made the experience feel unreliable at times. On top of that, for a small business the pricing feels on the heavier side. It comes across like you’re paying for enterprise-level infrastructure whether you actually need all of it or not.
What problems is the product solving and how is that benefiting you?
We needed to cut down on how many routine calls were actually reaching our staff. Insurance verification questions, appointment confirmations, and basic prescription status checks—stuff like that—were eating up time that should have gone toward real patient-care conversations. Having agents handle that first layer means the calls that do reach a person are the ones that truly need one.
Nilesh S.
Voice Message Transcripts Make Talkdesk a Breeze
Reviewed on Apr 29, 2026
Review provided by G2
What do you like best about the product?
With Talkdesk, we can set our working status, make calls, and check voice messages. The best feature for me is the voice message transcript, which makes it much easier to understand messages quickly.
What do you dislike about the product?
Nothing really comes to mind. If I had to point out something I dislike, it would be that we don’t get a notification when we need to change the schedule.
What problems is the product solving and how is that benefiting you?
As a agent working in a support centre I find this application user friendly as compared to other apps in the same market place
Dhwanil K.
Talkdesk: Intuitive UI, Seamless Integrations, and Powerful AI Automation
Reviewed on Apr 24, 2026
Review provided by G2
What do you like best about the product?
What stands out most about Talkdesk is how seamlessly it brings together usability, automation, and intelligence into one platform without adding operational complexity.
From a UI/UX perspective, the interface is extremely intuitive. The call flow builder, in particular, is a major strength—its drag-and-drop design makes it easy to design and modify IVR workflows without relying heavily on engineering teams. This alone can save hours each week when updating routing logic or testing new customer journeys.
On the integration side, Talkdesk connects smoothly with CRM systems and internal tools, which helps create a unified customer view. In practice, this means agents don’t have to switch between multiple systems during calls, improving both efficiency and customer experience. For teams working with platforms like Salesforce or Zendesk, this integration becomes a big productivity multiplier.
In terms of performance, the platform is reliable and scalable. Call quality is consistently strong, and the system handles spikes in volume well—something that’s critical in high-demand environments like banking or customer support operations.
Where Talkdesk really differentiates itself is in AI and automation. Features like AI-powered call routing, real-time transcription, and sentiment analysis provide actionable insights during live interactions. This not only improves first-call resolution but also helps managers identify trends and coach agents more effectively. An unexpected benefit here is how quickly you can surface patterns in customer issues without needing deep manual analysis.
Looking at ROI, Talkdesk drives measurable efficiency gains. Reduced average handling time, improved agent productivity, and better customer satisfaction scores all contribute to strong value for money, especially for mid-to-large scale operations.
Finally, support and onboarding are solid. The onboarding process is structured, and their support team is responsive when issues arise. Documentation and training resources also make it easier for teams to ramp up quickly without long learning curves.
Overall, Talkdesk delivers the most value through its combination of ease of use, powerful automation, and AI-driven insights—all of which directly improve both agent performance and customer experience.
From a UI/UX perspective, the interface is extremely intuitive. The call flow builder, in particular, is a major strength—its drag-and-drop design makes it easy to design and modify IVR workflows without relying heavily on engineering teams. This alone can save hours each week when updating routing logic or testing new customer journeys.
On the integration side, Talkdesk connects smoothly with CRM systems and internal tools, which helps create a unified customer view. In practice, this means agents don’t have to switch between multiple systems during calls, improving both efficiency and customer experience. For teams working with platforms like Salesforce or Zendesk, this integration becomes a big productivity multiplier.
In terms of performance, the platform is reliable and scalable. Call quality is consistently strong, and the system handles spikes in volume well—something that’s critical in high-demand environments like banking or customer support operations.
Where Talkdesk really differentiates itself is in AI and automation. Features like AI-powered call routing, real-time transcription, and sentiment analysis provide actionable insights during live interactions. This not only improves first-call resolution but also helps managers identify trends and coach agents more effectively. An unexpected benefit here is how quickly you can surface patterns in customer issues without needing deep manual analysis.
Looking at ROI, Talkdesk drives measurable efficiency gains. Reduced average handling time, improved agent productivity, and better customer satisfaction scores all contribute to strong value for money, especially for mid-to-large scale operations.
Finally, support and onboarding are solid. The onboarding process is structured, and their support team is responsive when issues arise. Documentation and training resources also make it easier for teams to ramp up quickly without long learning curves.
Overall, Talkdesk delivers the most value through its combination of ease of use, powerful automation, and AI-driven insights—all of which directly improve both agent performance and customer experience.
What do you dislike about the product?
One downside of Talkdesk is that while the UI is generally clean, some advanced configurations (especially in reporting and call routing) can feel unintuitive and require a learning curve. The reporting dashboards, in particular, lack flexibility and often require manual workarounds to get deeper insights.
Integrations are strong overall, but occasional syncing delays or limitations in customization can impact workflows. Performance is reliable most of the time, though minor lag or glitches can occur during peak usage.
From a pricing standpoint, certain advanced features (especially AI and analytics) are locked behind higher tiers, which can limit ROI for smaller teams. Additionally, support response times can vary depending on the issue, and onboarding for more complex setups could be more hands-on.
Overall, improving reporting flexibility, integration stability, and access to advanced features would significantly enhance the experience.
Integrations are strong overall, but occasional syncing delays or limitations in customization can impact workflows. Performance is reliable most of the time, though minor lag or glitches can occur during peak usage.
From a pricing standpoint, certain advanced features (especially AI and analytics) are locked behind higher tiers, which can limit ROI for smaller teams. Additionally, support response times can vary depending on the issue, and onboarding for more complex setups could be more hands-on.
Overall, improving reporting flexibility, integration stability, and access to advanced features would significantly enhance the experience.
What problems is the product solving and how is that benefiting you?
We previously struggled with fragmented tools and manual call routing, which made it hard to maintain consistency in customer interactions and track performance effectively. Agents had to switch between multiple systems, increasing handling time and reducing efficiency.
With Talkdesk, everything is centralized—call flows, CRM data, and reporting—so agents can manage interactions in one place. The intuitive UI and integrations have reduced context-switching, while automation and AI-driven routing ensure customers reach the right agent faster.
As a result, we’ve seen improved first-call resolution, reduced average handling time, and better visibility into performance through real-time insights. It’s also enabled quicker decision-making and more efficient operations overall, delivering clear productivity gains and a better customer experience.
With Talkdesk, everything is centralized—call flows, CRM data, and reporting—so agents can manage interactions in one place. The intuitive UI and integrations have reduced context-switching, while automation and AI-driven routing ensure customers reach the right agent faster.
As a result, we’ve seen improved first-call resolution, reduced average handling time, and better visibility into performance through real-time insights. It’s also enabled quicker decision-making and more efficient operations overall, delivering clear productivity gains and a better customer experience.
Ethan F.
Seamless Call Management, Rare Glitches
Reviewed on Apr 09, 2026
Review provided by G2
What do you like best about the product?
I like several things about Talkdesk. I appreciate having different statuses and that everything is centralized in one location. It's easy for me to switch back and forth between live calls and voice mails. I also find it valuable to be able to communicate with the service team and submit a ticket if there's an issue. I take a lot of calls each day and often return voice mails, so it's valuable because I use it all the time. The seamless transition between calls and voice mails is another plus. The initial setup was fairly easy, with not a lot to learn for using it for calls. The simplicity of the initial setup is something I appreciate.
What do you dislike about the product?
Sometimes, there are issues with the program freezing or needing to be restarted. It's rare, but I've heard from some coworkers that they can't answer a phone call or have to restart their Talkdesk.
What problems is the product solving and how is that benefiting you?
I use Talkdesk to check voicemails, receive live calls, and do callbacks. I like that it's all in one location, making it easy to switch between calls and voicemails seamlessly.