Talkdesk Workforce Engagement
VerifiedAI-powered workforce engagement management built into Talkdesk's CX Cloud contact center platform
See all screenshots - Deployment Cloud Based
- Starting price $85
- Free trial Not offered
- Best for SMEs, Enterprises
What is Talkdesk Workforce Engagement?
Talkdesk Workforce Engagement Management (WEM) is a suite within Talkdesk's CX Cloud contact center platform that covers forecasting, scheduling, quality management, performance management, and agent coaching. It uses AI and machine learning to generate demand forecasts, automate scheduling around shift templates and skills, and monitor adherence, while quality tools let supervisors evaluate voice and screen recordings and give agents actionable feedback.
The suite also includes gamification, leaderboards, e-learning, and a mobile app so agents can view schedules and engage with customers remotely. Workforce Management is bundled into Talkdesk's Elite pricing tier and can be added to other CX Cloud plans. Talkdesk is headquartered in San Francisco, California, and serves contact centers of many sizes.
Key Features of Talkdesk Workforce Engagement
Talkdesk Workforce Engagement lists 8 documented features, including AI-driven forecasting and automated scheduling, Real-time adherence monitoring and Quality management with synchronized voice and screen recording. The list below covers what the product does rather than how it is marketed.
- AI-driven forecasting and automated scheduling
- Real-time adherence monitoring
- Quality management with synchronized voice and screen recording
- Performance management leaderboards and KPI dashboards
- Gamification, challenges, and employee recognition
- Talkdesk Copilot AI-assisted coaching recommendations
- Conversations Mobile App for agents
- Integrated e-learning and knowledge sharing
Talkdesk Workforce Engagement Pricing
Talkdesk Workforce Engagement lists 4 plans, from $85 to $225.
Digital Essentials
$85
per user/month
Talkdesk edition covering digital engagement across email, chat, SMS and social channels with dashboards, reports and APIs.
Voice Essentials
$105
per user/month
Talkdesk edition covering voice engagement and routing with dashboards, reports and APIs.
Elite
$165
per user/month
Edition price, not an add-on: the card reads everything in essentials plus custom reporting, workforce insights and a choice of one of four add-ons, and the tier above it is described as building on Elite edition capabilities.
Industry Experience Clouds
$225
per user/month
All Elite edition capabilities plus industry specific capability, purpose built for your industry.
Talkdesk Workforce Engagement Specifications
Talkdesk Workforce Engagement is available on web app and has iOS and Android apps. It offers an API.
- Deployment
- Cloud Based
- Billing cycle
- Monthly
- Desktop
- Web App
- Mobile
- iOS
- Android
- Languages
- English
- Built for
- SMEs
- Enterprises
- Support
- Phone
- Training
- Tickets
- Integrations
- Salesforce, Zendesk, Microsoft Teams, Slack, HubSpot, Verint Workforce Management, Talkdesk AppConnect marketplace apps
- Public API
- Yes
- Free trial
- No
- Free plan
- No
- Runs in browser
- No
- Customisable
- Yes
- Website
- talkdesk.com
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Talkdesk Workforce Engagement FAQs
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