The past three years have seen a whirlwind of change. AI now handles up to 40% of call centre interactions, a leap from just 1.6% in 2022. Service teams have jumped on board, with over half already using AI chatbots, while 45% of consumers prefer bots for quick questions. This rapid shift fuels the Contact Centre Software Comparison debate, as companies seek smarter, faster ways to connect with customers.

Quick comparison table

Key differences and features table

Choosing the right platform can feel overwhelming, especially with so many options. To make things easier, here’s a side-by-side look at how Talkdesk and Cue stack up in 2025:

Cue’s unique selling points:

• Multichannel support lets businesses meet customers on their favourite platforms, from WhatsApp to Web chat.

• AI Agents work around the clock, handling up to 80% of queries instantly and freeing up human agents for complex issues.

• Chatbots are easy to build and launch, with no coding required. Integration with tools like HubSpot and Slack is seamless.

• The Web chat widget is fully customisable, supports media sharing, and routes tickets to the right team.

• Transparent pricing means businesses only pay for what they use.

Talkdesk’s strengths:

• Advanced security and compliance features, including PCI DSS and HIPAA.

• Smart IVR, automated call summaries, and AI coaching boost agent productivity and reduce live-agent calls.

• The platform positions contact centres as valuable sources of customer feedback and sentiment, helping brands improve products and services.

Platform overview

Cue

Cue brings a fresh approach to customer service platforms. The core features focus on helping organisations handle large volumes of tickets quickly while reducing service costs.

Cue's multichannel communication stands out, enabling businesses to connect with customers on WhatsApp, Messenger, and web chat. This flexibility means customers can reach out on their preferred channel, and teams can manage every conversation from a single, shared inbox.

AI Agents can handle customer queries instantly, working 24/7 without needing a break. These agents can be customised to match a brand's tone and requirements, with no coding required for building automated flows.

Key Benefits

• Fully customisable Web chat widget with media sharing support

• Intelligent ticket routing to the right team

• Transparent, predictable pricing that scales with your business

• Seamless integration with popular tools (HubSpot, Slack, Shopify and more)

The platform offers excellent value for money, especially for teams looking to control expenses whilst growing. Setup is straightforward, and customisation options let companies tailor Cue to their brand and processes without disrupting existing workflows.

Talkdesk

Talkdesk has built its reputation on robust security, compliance, and voice-centric solutions. The platform supports multichannel engagement, including voice, SMS, chat, email, and social messaging. Talkdesk Studio gives non-technical users a visual designer to create customer journeys and intelligent routing flows across channels. This helps teams deliver consistent support, no matter how customers choose to get in touch.

Ease of use

Cue

Cue puts simplicity at the heart of its platform. Teams find the interface intuitive, with clear dashboards and minimal clutter. Agents can jump straight into conversations, switching between WhatsApp, Web chat, Messenger, and more, all from a single shared inbox. The setup process is quick, often taking less than a day to get started. Businesses appreciate the drag-and-drop chatbot builder, which means anyone can create automated flows without coding skills.

Support from Cue stands out for its speed and personal touch. Users mention that onboarding feels tailored, with help available whenever needed. The team responds quickly to questions, making sure businesses never feel left in the dark. This reliability builds trust and keeps operations running smoothly.

Talkdesk

Talkdesk offers a polished interface with a focus on enterprise needs. Agents benefit from real-time insights and a modern look, but some users mention that the navigation can feel complex, especially for new staff. The platform earns praise for the accuracy of analytics and the helpfulness of the UI. However, a few users note that finding certain features takes extra clicks, which can slow down daily tasks.

Talkdesk’s setup process may require more technical input, particularly when integrating with other systems. Larger teams might need extra training to unlock the full potential of the platform. While Talkdesk provides 24/7 support and extensive documentation, some users feel that responses can be less personal compared to smaller, more agile providers.

Automation & AI

Cue

Cue brings automation to the centre of customer service. The platform uses AI Agents that work around the clock, handling customer queries without human help. These agents respond instantly, so customers never wait long for answers. Businesses can customise these AI Agents to match their brand’s voice and set clear instructions for handling different types of questions.

Cue’s chatbots are easy to build and launch. No coding is needed. Teams can set up automated flows in minutes, guiding customers through common journeys like order tracking, returns, or FAQs. The chatbots work across WhatsApp, Messenger, Web chat, and more, so customers get help on their favourite channels.

The platform’s analytics show how automation improves efficiency. Businesses see faster response times, higher customer satisfaction, and lower service costs. Cue’s AI-driven approach helps teams scale support without hiring more staff, making it a smart choice for growing companies.

Talkdesk

The platform offers AI-powered virtual agents that use natural language processing to understand what customers need. These virtual agents handle simple requests, schedule appointments, and even provide basic triage in sectors like healthcare.

Talkdesk’s AI helps agents during live calls. Real-time suggestions, conversation summaries, and next-best actions appear on the agent’s screen, reducing manual work.

Ticketing & case management

Cue

Cue approaches ticketing and case management with a focus on simplicity and speed. The platform brings all customer conversations across WhatsApp, Messenger, and Web chat into a single, shared inbox. Agents can see every message, assign tickets, and track progress without switching screens. This unified view helps teams avoid confusion and ensures no customer slips through the cracks.

The ticketing system in Cue is built for seamless automation. When a customer sends a message, Cue can automatically create a ticket, assign it to the right team, and set priorities based on keywords or customer history. Agents receive clear notifications, so they know exactly which cases need attention. The platform also supports custom tags and statuses, making it easy to filter and organise tickets by urgency, topic, or channel.

Key features include:

• Automated ticket routing: Directs cases to the right agent or department instantly.

• Customisable workflows: Teams can set up rules for escalations, follow-ups, and reminders.

• Multichannel tracking: Every ticket, regardless of channel, appears in one dashboard.

• Analytics and reporting: Managers can review performance, identify trends, and optimise support.

Pace Car Rental, for example, saw a dramatic improvement in response times after adopting Cue. Their team now resolves more cases per day, with fewer missed messages and higher customer satisfaction. The platform’s automation means agents spend less time on admin and more time helping customers.

Talkdesk

The platform integrates with leading CRM tools like Salesforce and Zendesk, allowing agents to manage cases from within their existing workflows. Talkdesk’s case management features support voice, chat, and email, with a strong emphasis on voice interactions.

Agents can create, update, and close cases directly from the Talkdesk interface. The system supports automated ticket creation from calls or chats, and managers can set up rules for routing and escalation.

A table summarises the main differences:

Multichannel support

Cue

Cue delivers true multichannel support, letting businesses connect with customers wherever they prefer to chat. The platform brings together WhatsApp, Messenger, web chat, and more, all into one shared inbox. This means agents never need to juggle multiple tabs or lose track of conversations. Every message, no matter the channel, appears in a single, unified view.

Setting up new channels in Cue takes just a few clicks. Teams can add WhatsApp for instant messaging, Web chat for real-time help on their website, or Messenger for social engagement. The integration feels seamless. Customers can start a conversation on one channel and continue it on another without repeating themselves. Cue’s system keeps the context, so agents always know the full story.

Cue also stands out for its broadcast features. Companies can send updates, reminders, or promotions across WhatsApp and other channels, reaching customers where they are most active. The platform’s automation tools ensure that every enquiry routes to the right team, no matter the channel. This keeps response times low and resolution rates high.

A quick look at Cue’s multichannel capabilities:

• WhatsApp, Messenger, and Web chat

• Unified inbox for all channels

• Seamless conversation switching

• Automated routing and ticketing

• Broadcast messaging for campaigns and updates

Talkdesk

Talkdesk supports a wide range of channels, making it a strong choice for enterprises with complex needs. The platform covers phone, email, chat, SMS, video, and social media. It also integrates with tools like Salesforce Service Cloud, Zendesk, and Cobrowse.io, expanding its reach to video chat and live screen sharing.

Talkdesk’s unified inbox and real-time analytics help agents manage conversations across channels. The platform’s embedded CRM solutions and omni-routing features ensure that customer queries reach the right person quickly. Video chat and co-browsing add extra layers for industries needing visual support.

Analytics & reporting

Cue

Cue gives teams a clear view of every customer interaction. The platform’s real-time dashboards bring together key metrics like first contact resolution (FCR), and average handling time (AHT). Managers see all the numbers in one place, so they can spot trends and act quickly. AI-driven alerts highlight any sudden changes, helping teams fix problems before they grow.

Cue’s analytics go beyond simple charts. The system uses AI to analyse conversations across WhatsApp, Messenger, and Web chat. This helps businesses understand what customers feel and how agents perform. The platform also tracks ticket resolution times and agent workloads, making it easy to balance resources.

Talkdesk

Talkdesk offers a powerful analytics suite, especially for large businesses. AI-driven alerts notify managers of any unusual activity, so they can respond fast. The platform’s speech and interaction analytics use natural language processing to review calls, spot sentiment, and assess agent performance.

Predictive analytics in Talkdesk forecasts future call volumes and customer needs. This allows teams to adjust resources and stay ahead of demand. Managers can create custom reports, filter by channel or agent, and export data for deeper analysis.

Customisation & workflows

Cue

Cue gives businesses the freedom to shape customer service processes to fit their unique needs. The platform’s no-code builder lets teams design custom chatbot flows, automate repetitive tasks, and set up rules for ticket routing—all without technical expertise. Users can drag and drop elements to create journeys for order tracking, returns, or lead capture. This approach means teams can launch new workflows in minutes, not weeks.

Cue’s automation tools help agents focus on what matters. The system can assign tickets based on keywords, customer history, or channel. Managers can set up reminders, escalations, and follow-ups, ensuring nothing slips through the cracks. The shared inbox keeps every conversation visible, so agents always know what to do next.

Customisation extends to integrations. Cue connects with HubSpot, Slack, Shopify, and more, allowing businesses to sync data and trigger actions across multiple platforms. For example, a retailer can automate order updates on WhatsApp, while a service team can send reminders through Messenger. This flexibility supports industry-specific workflows, whether for retail, automotive, or education.

Talkdesk

The platform includes tools like Talkdesk Navigator, Mood Insights, and Copilot, which use AI to guide agents and adjust workflows in real-time. For instance, the system can detect customer sentiment during a call and suggest next steps, helping agents resolve issues quickly.

Talkdesk supports complex routing, automated quality checks, and real-time agent assistance. These features reduce average handle times and improve first-call resolution rates. The platform’s dashboards and analytics allow managers to monitor performance and tweak processes for better results.

Security & compliance

Cue

Cue treats security and compliance as top priorities. The platform uses secure messaging protocols and robust encryption to protect every customer conversation. Businesses can trust that sensitive data stays private, whether agents chat on WhatsApp, Messenger, or web chat. Cue’s infrastructure meets GDPR requirements so that companies can serve customers across Europe with confidence.

Key security features include:

• End-to-end encryption for all channels

• GDPR-ready data handling

• Customisable access controls for teams

• Secure cloud infrastructure with regular updates

Cue’s design makes compliance simple. Managers can set permissions, monitor activity, and export records for audits, all from one dashboard. This saves time and reduces risk, especially for businesses that handle personal or financial data.

Talkdesk

Talkdesk has built its reputation on enterprise-grade security and compliance. The platform aligns with global standards, including PCI DSS, HIPAA, and GDPR. Many large organisations in finance and healthcare rely on Talkdesk to keep data safe and meet strict regulations.

The platform also invests in ethical and responsible AI. Human-in-the-loop technology helps maintain compliance and trustworthy customer experiences. This approach addresses challenges such as AI hallucinations and ensures that customer data regulations are followed. Talkdesk’s secure storage, transmission, and ethical use of voice data align with GDPR and CCPA.

A quick comparison:

Scalability & flexibility

Cue

Cue offers businesses a platform that grows with them. Start-ups and established enterprises both find value in its flexible design. Teams can add new channels, users, or integrations in minutes. There is no need for complex migrations or lengthy onboarding. Cue’s cloud-based infrastructure means companies can scale up or down without worrying about physical hardware or IT headaches.

Businesses only pay for what they use, so costs stay manageable even as volumes rise. This approach suits seasonal businesses, fast-growing retailers, or any team that needs to adapt quickly. Cue’s automation tools help teams handle more queries without hiring extra staff. AI Agents and chatbots take care of repetitive questions, freeing human agents for complex cases.

Talkdesk

Talkdesk delivers scalability through its virtual contact centre. The cloud-based model allows businesses to manage remote or hybrid teams from anywhere with an internet connection. Companies can scale operations up or down without the limits of physical infrastructure. This flexibility reduces overheads and supports multichannel customer experiences.

However, some users mention minor issues, such as difficulties pausing call recordings or placing customers on hold. Talkdesk’s support team responds quickly to these concerns. The integration ecosystem, while robust, may require custom development for some workflows. Pricing can be less transparent, with add-ons sometimes increasing costs as teams expand.

Integrations

Cue

Cue stands out for its flexible and straightforward integration options. The platform connects with a wide range of business tools, making it easy for teams to keep their favourite workflows. Cue can seamlessly integrate with popular apps like HubSpot, Shopify, Slack, and other tech tools without hassle. The integration process does not require separate tools or complex coding.

A key advantage is the universal connectivity. Cue supports webhook triggers and a connector builder for advanced or custom needs. This flexibility allows businesses to adapt integrations as they grow or change direction.

Talkdesk

Talkdesk integrates with major platforms, including Salesforce, Zendesk, Microsoft Teams, and ServiceNow. The process is flexible and does not require separate integration tools. Teams can connect with HubSpot and Shopify using the Tray connector, making it possible to sync data and automate workflows across departments.

Pricing comparison

Cue

Cue takes a straightforward approach to price. Businesses pay only for what they use, thanks to a transparent model. This means companies avoid the guesswork and hidden fees that often come with traditional contact centre platforms.

Talkdesk

Talkdesk uses a tiered, per-user, per-month pricing structure. Each plan includes a different set of features, with higher tiers unlocking more advanced tools. The table below outlines the main plans and their monthly costs:

Talkdesk’s pricing can add up quickly, especially for larger teams or those needing advanced features. Each user requires a separate licence, and some features may only be available at higher tiers. While the platform offers strong capabilities, businesses should consider the total cost as their team grows. Additional fees for integrations or premium support may apply, depending on the chosen plan.

Brands that choose Cue over Talkdesk

Hollard

Hollard, a leading insurance provider, needed a customer service platform that could keep up with high volumes of enquiries and deliver fast, reliable support. The team wanted more than just a ticketing system. They searched for a solution that could automate routine queries, improve response times, and keep every conversation secure.

Cue stood out during their evaluation. The platform’s multichannel support allowed Hollard to connect with customers on WhatsApp, Web chat, and Messenger—all from one shared inbox. This meant agents could respond quickly, no matter which channel customers used. The AI Agents handled up to 60% of repetitive questions, freeing up staff for more complex cases. As a result, Hollard saw a fivefold increase in response rates, with a minimum response rate of 35% across all channels.

Conclusion

Choosing the right customer service platform shapes how a business connects with its customers. After a thorough comparison, the differences between Talkdesk and Cue become clear. Talkdesk brings strong voice solutions and compliance features, which suit businesses with complex needs.

However, Cue stands out for its flexibility, transparent pricing, and ease of use. Teams can set up new channels in minutes, automate repetitive tasks, and manage every conversation from a single inbox. This approach saves time and helps agents focus on what matters most, like delivering excellent service.

Get a free demo with Cue

Anyone interested in seeing Cue in action can request a free, personalised demo. A member of the Cue team will tailor the session to the reader’s industry—whether that’s retail, insurance, education, or another sector. The demo covers real use cases, showing how Cue’s automation, AI, and multichannel support can solve specific challenges. The team answers questions and demonstrates how to boost agent productivity and customer satisfaction.

Ready to see how Cue can elevate your customer service? Book your free demo today and discover a platform built for modern teams.

Frequently asked questions

What makes Cue different from Talkdesk?

Cue offers true multichannel support, no-code automation, and transparent pay-per-resolution pricing. Teams can set up new channels in minutes. Cue’s AI Agents handle up to 60% of queries, helping businesses scale support without extra staff.

How secure is Cue for customer data?

Cue uses end-to-end encryption and GDPR-ready infrastructure. Every conversation stays private. Managers can set access controls and export records for audits. Security updates run regularly.

How quickly can a team get started with Cue?

Most teams set up Cue in less than a day. The platform’s no-code tools and clear onboarding help agents get up to speed quickly. Support is always available if questions arise.

Can Cue help reduce customer service costs?

Cue’s automation and AI Agents resolve repetitive queries instantly. This reduces manual work and lowers service costs. Many businesses see a 73% drop in customer service expenses after switching to Cue.