This Talkdesk pricing guide summarizes the platform’s main features and capabilities, assessing its value within the current market. We’ll discuss Talkdesk costs and how these relate to the platform’s various subscription options. After that, we’ll offer three alternative platforms that perform similar functions. Here at Vertice, it makes no difference to us which vendors your business needs — we simply want to optimize SaaS spend management across the board.

What Talkdesk can do for you

Talkdesk is a cloud-based contact center software provider allowing businesses to scale their customer service without any code development.

Powered by artificial intelligence, the Taslkdesk platform offers industry-specific cloud center solutions tailored to each customer. The platform is used by companies in various customer-facing industries, including finance, healthcare, hospitality, and retail. 

Talkdesk is named as a G2 leader in contact center software, and the platform’s easy deployment and low maintenance allows businesses to reduce costs and power operational efficiencies — all while transforming the customer experience (CX).

Talkdesk achieves this in a number of ways. The platform enables seamless communication between multiple support channels, including email, SMS, voice and online chat services by leveraging cloud technology. 

Conversations in these channels are monitored and transcribed, revealing real-time analytics and customer service insights that improve agent performance, personalize interactions and anticipate changing customer needs.

Below are some highlighted features of the Talkdesk platform. 

• Talkdesk Builder:
  • Design and implement customized automations, routing and workflows with low-code or even no-code tools. 
  • Customize the platform according to your business and industry needs to transform standard customer service into personalized experiences.
  • Build your own platform interfaces to boost employee satisfaction rates and productivity.
  • Create new automations with generative AI to reduce the burden of manual tasks and build faster workflows.

• Talkdesk Connections:
  • Immediately integrate with over 100 popular CRM, messaging and other CX tools such as Salesforce, Zendesk, Hubspot, Slack and Zoom.
  • Then, go beyond this by building custom SaaS integrations with the applications you need.

• Talkdesk Autopilot:
  • Deliver precise responses round-the-clock with generative AI.
  • Deploy pre-built virtual agents designed specifically for customer queries related to your industry.
  • Alternatively, build your own virtual agent in seconds, without any manual scripting or design requisites.
  • Transition from virtual agent to live support and boost your team’s service capabilities with AI-generated customer notes.

• Talkdesk Interaction Analytics:
  • Capture and analyze all customer interactions, revealing trends, topics and sentiments. 
  • Understand customer intent, discover hidden opportunities, and gain insights into the customer experience.
  • Discover the root causes of customer issues and visualize trending topics alongside changes in customer intents.  

• Talkdesk Quality Management:
  • Evaluate customer interactions and provide agents with actionable insights to help them improve the level of their service.
  • Anticipate changing customer needs before they even occur.

• Talkdesk Global Communications Network (GCN):
  • The Talkdesk GCN has a reputation for reliability and call quality, with eight points of presence distributed across the globe.
  • Integrate with carriers worldwide through powerful APIs.
  • Business continuity is guaranteed, even in the event of a service disruption.
  • Experience industry-leading call quality scores.

Talkdesk pricing structures and tiers

Talkdesk pricing is available online, with the platform arranged into four subscription tiers. Be aware that Talkdesk costs are based on a minimum contract commitment of three years. The following sections will detail what’s on offer in each tier. 

Talkdesk pricing — CX Cloud Digital Essentials

Cost: $85 per user per month (pppm)

Cloud Digital Essentials is one of two subscription packages priced at the same amount. It includes customer engagement capabilities across a range of channels: chat services, email, SMS, social media and more. 

This package also includes Connections, Quality Management and Studio & Routing features, API Access, and Real-Time Dashboards for a live view of performance against SLAs. Service agents can also use the Conversations Mobile App to extend their availability. 

Talkdesk pricing — CX Cloud Essentials

Cost: $85pppm

Cloud Essentials subscribers enjoy many of the same features of Digital Essentials, with added Voice Engagement functionality for high-quality call assurances, Studio Functions to personalize the customer journey, and Workspace and Automation Designer capabilities. Quality Management is not included. 

Talkdesk pricing — CX Cloud Elevate

Cost: $115pppm

The features of Cloud Elevate focus on the customer experience more specifically, offering customers personalized responses via their preferred communication channels. Screen Recording then captures an agent’s desktop activity during a conversation to provide wider context on customer interactions. Feedback and Automated Notifications finally provide the follow-ups that both agents and customers require. 

Talkdesk pricing — CX Cloud Elite

Cost: $145pppm

The Elite subscription turns insights into results and mitigates the risks of a distributed workforce. Custom Reporting and Performance Management tools help managers benchmark agent performance against a range of metrics. 

Elite subscribers are invited to select one of four platform add-ons from a choice of Workforce Management, Customer Experience Analytics, Agent Assist and Proactive Outbound Management.

Additional Talkdesk costs to consider

Talkdesk subscriptions are billed by the user, so any added seat will carry an extra charge at the agreed rate. Customers also have the option to add a number of features to their plan — Autopilot, Workforce Management, Customer Experience Analytics, Copilot, Proactive Outbound Engagement and Talkdesk Shield — although the cost of these add-ons isn’t disclosed. 

In any case, Vertice’s customer purchasing teams can help you negotiate the features you need at an optimized price. We can discuss any desired add-ons before we prepare for contract discussions on your behalf — all in the interest of securing you the best possible deal.

Other vendors offering contact center solutions

The Vertice white-glove platform’s defining feature is our commitment to helping you save up to 30% on your SaaS contract negotiation and annual spend regardless. This means we don’t promote one provider over another, simply because we don’t ever need to. With this in mind, here are three alternative providers of contact center solutions to help you build a better purchasing strategy. 

Talkdesk pricing vs Five9

Five9 is a leading provider of inbound, outbound, blended and omnichannel contact center solutions. Five9 pricing offers subscriptions in the following five tiers:

• Digital — the tools needed to operate a digital-only contact center: $175pppm.
• Core — the tools needed to operate a voice-only contact center: $175pppm.
• Premium — all capabilities of the Core platform, plus chat, email and quality management: $235pppm. 
• Optimum — all capabilities of the Premium bundle, plus workforce management: $290pppm. 
• Ultimate — all capabilities of the Optimum bundle, plus analytics: $325pppm. 

Five9 offers new customers a 14-day free trial. 

Talkdesk pricing vs Genesys Cloud CX

Genesys Cloud is a contact center solution for voice and digital channels, with inbound and outbound capabilities, interactive voice response and intelligent routing. 

Genesys pricing also comes in five tiers:

• Cloud 1 Voice — the essentials for handling customer calls: $75pppm. 
• Cloud 2 Digital — functionality across email, SMS, web chat, messaging apps and more: $95pppm.
• Cloud 2 Digital + Voice — a hybrid of the previous two plans: $115pppm.
• Cloud 3 Digital + WEM — adds workforce engagement management to the previous plan: $135pppm. 
• Cloud 3 Digital + WEM + Voice — Genesys’s comprehensive solution: $155pppm.

Genesys offers a 30-day free trial to new customers. 

Talkdesk pricing vs 8x8

8x8 combines traditional contact center-as-a-service (CCaaS) solutions with unified communications-as-a-service (UCaaS) provisions. Its CCaaS offering includes omnichannel routing, AI-powered self-service, intelligent coaching and adaptive analytics. 

8x8 pricing is unavailable online for its five subscription tiers:

• X2 — voice, video and chat services. 
• X4 — a comprehensive UCaaS solution.
• X6 — a combined service of X2 and X4.
• X7— a full-spectrum of UCaaS and CCaaS solutions. 
• X8 — a plan with enhanced quality management and analytics features.

8x8 offers a 30-day free trial.

Talkdesk pricing — the Vertice verdict

Talkdesk and Genesys’s contact center solutions are almost identically priced and come with similar capabilities. Five9 subscriptions are more expensive so may better suit larger organizations. 8x8 pricing isn’t available, but CCaaS is just one of its offerings, so costs for this service alone should be slightly cheaper than the other options here.

Whichever solution you need, Vertice’s customer purchasing teams will help secure the right price. Then, once the product is up and running, our very own SaaS Purchasing Platform will help keep your subscription optimized with software licence management, SaaS visibility tools, and shadow IT detection. 

For more information, click on the link and get in touch.