Talkdesk has rolled out two new products to help small businesses and utility companies modernize how they serve their customers.
The CCaaS stalwart built both products on the idea that companies of all sizes should have access to the same AI customer service tools that enterprises use, but without the extra cost, complexity, or setup.
The first product, Talkdesk Express, is a self-service customer service platform designed for small businesses with 50 or fewer employees.
Typically, these companies have a handful of people managing everything without a formal contact center or IT team. They’re also limited by tight budgets and fewer resources compared to enterprises.
Express addresses these challenges by allowing any company to set up customer support via phone, chat, and other channels.
Katie Rubak, Director of Product Marketing at Talkdesk, stressed that small businesses can sign up directly on the Talkdesk website, skip the usual sales and onboarding process, and be up and running within minutes.
Companies get 25 free licenses and $100 in credits to try out the platform without an upfront commitment. After, Talkdesk offers usage-based pricing, where companies only pay for what they use.
This is a much different revenue model from those that enterprises utilize. Primarily, they work on a per-user, per-seat basis, but the usage for small businesses is much less predictable. As such, Talkdesk’s willingness to bring an alternate payment model to this audience should be well-received.
Interestingly, Express is intentionally seen as a customer service platform rather than a contact center platform because small businesses typically don’t see themselves needing a full-scale contact center.
Instead, they want a simple yet effective way to support customers across different channels and use AI without the added complexity.
Indeed, companies of this size often do not have a contact center but have many employees who need to talk to customers. Noting this, Rubak said:
What they really need are powerful tools to be able to compete in customer experience (CX) and customer service. But these tools must be packaged in a way that’s more digestible for small businesses.
Express comes with the same AI features that Talkdesk’s enterprise customers use, including smart call routing, 24/7 virtual agents, real-time help for agents, and secure voice authentication.
Small businesses can set up phone numbers, choose channels like SMS, email, and social media, and manage everything through a single interface. There’s no technical expertise required.
Early feedback from small businesses testing Express has been positive so far, with many highlighting that the platform is easy to navigate and helps reduce routine manual tasks.
For companies outside the U.S. and Canada, where setting up phone numbers is trickier, Talkdesk is offering a streamlined version of Express through local partners in Europe and the Asia–Pacific (APAC).
Talkdesk Launches a Utilities Experience Cloud
Alongside Express, Talkdesk is also turning its attention to the utility sector with the launch of Utilities Experience Cloud.
Companies providing water, electricity, gas, and waste services face high expectations from customers who want fast, reliable service, but many are stuck with old systems and clunky processes.
Talkdesk worked closely with these companies to understand their unique needs and created a platform that links customer service teams directly to key operational systems like outage management and billing databases.
“This is a purpose-built CX platform that connects utility contact centers to the heart of their operations,” said Rubak.
It’s following the same mission as our other industry experience clouds, transforming the way that an industry is engaging with its customers—smarter, faster, and more proactive.
At its core are AI agents, which have built-in utility knowledge to hold conversations with customers. The agents can guide customers through common issues or provide copilot support to live agents when a more complex issue arises.
Utilities Experience Cloud is also proactive in sending personalized alerts during a storm or service disruptions. The tasks are automated, requiring no extra manual effort.
The platform works across all the channels customers use, whether they reach out by phone, chat, text, or social media. Interactions remain connected and consistent without forcing customers to repeat themselves.
The out-of-the-box setup for Utilities Experience Cloud is quick and easy, like Express.
Talkdesk Is Expanding Its Reach
For Talkdesk, both product launches reflect a bigger push to expand its reach beyond large enterprises.
With roots in a small startup itself, Talkdesk is focused on building credibility with small businesses and specific sectors by working closely with partners who understand those markets, according to Rubak.
Several years ago, Talkdesk built its first industry-specific solutions. Utilities will complement other industries with Talkdesk solutions such as Financial Services, Healthcare, Insurance, Retail, Government, Education, and Transportation.
In an increasingly crowded, competitive environment, understanding the nuances of specific verticals can often tip the scales toward that vendor.
Another major focus for Talkdesk is AI. Talkdesk found that many small businesses aren’t just open to AI; they’re actively looking for ways to use it.
With their staff already stretched thin, these companies see automation as necessary. They want tools that can make their daily operations easier, so they can stop juggling routine customer requests and focus more on growing their business.
“It’s surprising how many small businesses are not afraid of AI. They know they need AI, like a bot that can answer basic questions, because they don’t have time, said Rubak. “It needs to be simple, and it needs to be cost-effective. They’re not only thinking about the traditional channels, which is exciting.”
The contact center industry is filled with vendors that talk about the long-term vision of AI, which is certainly compelling.
Yet, what Talkdesk has rolled out are a couple of strong examples of “practical AI”, which are solutions companies can bring in today to add immediate value to help service customers better.
