At RTG Call Center Solutions, we’re always on the lookout for powerful, forward-thinking tools that can empower businesses of all sizes. Recently, we had the exciting opportunity to connect with the team at Talkdesk—specifically, Crystal Miselli, Head of Product Marketing & Industry Strategy, and Ruy Melo Biscaia, VP of Product—to learn more about their latest innovation, Talkdesk Express.

Meet the Talkdesk Team:

You may be wondering: What’s in the box?

Well, let’s unpack that—literally and figuratively.

Talkdesk isn’t saying much yet about what the product actually is; Rich was told there’s “nothing in the box” — a clue that this new release is not hardware, but most likely a software-based tool or cloud solution.

What’s REALLY Inside TalkDesk’s Mysterious Box?

What Is Talkdesk Express?

Talkdesk Express is a streamlined, out-of-the-box AI-powered contact center solution designed for small and mid-sized businesses (SMBs). Whether you’re in healthcare, field services, retail, or even a local dental office, Talkdesk Express is built to give you enterprise-grade communication tools without the enterprise-level complexity or cost.

Crystal and Ruy explained that this platform is omnichannel—meaning it works across voice, SMS, email, and social media—all integrated to help you serve customers better, faster, and smarter.

⚠️ And here's the kicker: 
💡 You don’t need a massive IT team or a big budget to get started.

Why It Matters for Small Businesses

We asked Crystal and Ruy: Is this just for e-commerce?

The answer: Absolutely not. From brick-and-mortar stores to home services, Talkdesk Express is a game-changer for any business that interacts with customers and wants to improve communication efficiency and experience.

Here’s how it breaks the mold:

Real-Life Use Cases: Where Talkdesk Express Shines

Crystal and Ruy shared some compelling scenarios where Talkdesk Express already makes an impact:

✅ Talkdesk Healthcare Practices: Imagine a dental office open only during regular business hours. With Talkdesk Express, patients can call after hours and use natural language to schedule appointments. No more “Press 1 for this, Press 2 for that.” The system even uses voice biometrics to recognize returning patients and personalize the experience. directly

✅ Small Healthcare Practices: Imagine a dental office open only during regular business hours. With Talkdesk Express, patients can call after hours and use natural language to schedule appointments. No more “Press 1 for this, Press 2 for that.” The system even uses voice biometrics to recognize returning patients and personalize the experience.

✅ Field Services or Emergency Support: One business using Talkdesk Express has a team of field workers who need to be contacted 24/7. The system can recognize the caller’s needs, connect them to the right team member, or pull from the company’s knowledge base for immediate answers—even during off-hours.

✅ Retail or Local Businesses: Many small businesses juggle customer service across personal phones, email inboxes, and social media. Talkdesk Express consolidates these into one professional interface, making your two-person team look and operate like a fully staffed contact center.

Built with Agentic AI—Without Needing an AI Team

What really sets Talkdesk Express apart is the use of Agentic AI. It’s not just reactive—it takes initiative. It can route calls intelligently, respond to customer questions, and even simulate the decision-making power of a human agent when live reps aren’t available.

Best of all? Configuration doesn’t require a tech expert. Businesses can prompt the system using natural language, making setup accessible to virtually anyone.

A Real Opportunity for Small Teams to Think Big

At RTG Call Center Solutions, we believe in tools that level the playing field—and Talkdesk Express does just that. As Prince Rich put it in the interview, this platform acts as both an entry point for those new to contact center technology and a testbed for businesses exploring AI-powered CX.

Want to see if it’s right for you? With no upfront cost, free usage credits, and an intuitive setup, Talkdesk Express is worth a serious look.

To learn more or see a demo, reach out to RTG Call Center Solutions. We’ll help you find out if Talkdesk Express is the perfect fit for your business.

Make the right choice today and set your business up for success in 2025!