Udesk

Customer Service Softwareudeskglobal.com

Udesk is a privately held Chinese SaaS company, founded in 2013, that provides AI-powered omnichannel customer service software to enterprise customers across retail, logistics, manufacturing, government, and other verticals, serving 50,000+ global customers with proprietary chatbot, voice bot, and LLM-powered knowledge base capabilities.

Company typePrivate
Founded2013
HeadquartersBeijing, China
Headcount101–250
GTM typeB2B
OfferingSoftware

What Udesk does

Udesk Co., Ltd. is a privately held Chinese SaaS company founded in 2013 that provides AI-powered omnichannel customer service software to enterprise customers. The platform unifies customer interactions across text, mobile, phone, email, chat, and social media channels, with native integrations for WeChat, Weibo, and Mini Program. The product portfolio spans core communication modules (Omnichannel, Live Chat, Call Center, Video Chat, Ticketing), AI-driven automation modules (AI Chatbot, Voice Chatbot, LLM Knowledge Base), and service insight tools (Voice Of Customer, Insight, Quality Inspection, Agent Assistant). Underlying technology includes natural language processing, large language model-based knowledge retrieval, and a proprietary GaussMind 'Original Mind Engine' for customized voice recognition, as demonstrated by Beijing Metro's 96123 intelligent voice bot.

Udesk serves 50,000+ global customers across verticals including retail, logistics, transportation, manufacturing, energy, hospitality, and government, with named enterprise deployments at Watsons, J&T Express, Beijing Metro, 3M, Dyson, Hilton, ExxonMobil, Schneider Electric, and Estee Lauder. The platform processes 2.3 billion tickets and 2 trillion requests annually from a user base of 120 million. The company operates from a Beijing headquarters with regional offices in Shanghai, Shenzhen, Guangzhou, Singapore (regional HQ for Southeast Asia), and Bangkok.

Revenue is generated through annual subscription pricing per agent, with disclosed tiers of $765/year (Call Center + Ticket), $969/year (Live Chat + Ticket), and $1,118/year (Omnichannel + Ticket). Go-to-market combines direct enterprise field sales with a multi-track partner program (reselling, referral, implementation), free trials for adoption, and participation in industry events. The company holds enterprise certifications including ISO 9001, ISO 27001, ISO 20000, GDPR, CCPA, PCI DSS, GXP, and CSA STAR. In November 2025, Udesk joined the Huawei Cloud Singapore AI Pioneer Partner Ecosystem Alliance to accelerate Southeast Asia expansion. Total disclosed equity funding is approximately $66.5M across four rounds from 2015 to 2018, with investors including DCM Ventures, Legend Capital, and Tiger Global Management.

Udesk firmographics

Firmographics

Name: Udesk
Legal name: Udesk Co., Ltd.
Website: https://udeskglobal.com
Company type: Private
Founded year: 2013
Operating status: Operating
Headcount range: 101–250 employees
Short description: Udesk is a privately held Chinese SaaS company, founded in 2013, that provides AI-powered omnichannel customer service software to enterprise customers across retail, logistics, manufacturing, government, and other verticals, serving 50,000+ global customers with proprietary chatbot, voice bot, and LLM-powered knowledge base capabilities.
Ownership category
akta.pro rank

Udesk industry classification

Industry

Product category: Customer Service Software
NAICS: Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)
SIC: Services-Computer Programming Services (7371), Services-Telephone Interconnect Systems (7385)
akta.pro primary industry: Technical & Product Support (Tier 0–2, Troubleshooting) (BPAAABAF)
akta.pro secondary industries: Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), General Customer Service (Order/Account/Inquiries) (BPAAABAA), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB)

Keywords

Omnichannel customer service
AI chatbot platform
Cloud call center
Customer experience SaaS
Enterprise contact center

Where Udesk is headquartered

Location

Headquarters

HQ city: Beijing
HQ country: China
HQ region: Asia

Offices6 records

Markets served

Udesk business model

Business model

GTM type: B2B
Offering type: Software
Cost components: Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

Subscription SaaS License: Annual subscription-based pricing per agent for access to customer service platform including Call Center, Live Chat, and Omnichannel modules. Pricing tiers available: Call Center+Ticket at $765/Year, Live Chat+Ticket at $969/Year, and Omnichannel+Ticket at $1,118/Year.

Pricing tiers

Model	Billing	Price
Subscription	Annual	Call Center + Ticket
Subscription	Annual	Live Chat + Ticket
Subscription	Annual	Omnichannel + Ticket

Go-to-market motion2 records

Distribution channels4 records

Marketing channels5 records

Udesk product offering

Product offering

Core offering

Udesk sells an AI-powered omnichannel customer service software platform that unifies customer communication across text, mobile, phone, email, chat, and social media. The platform bundles AI chatbots, voice bots, an LLM-powered knowledge base, cloud call center capabilities, ticketing, and customer-insight analytics, and is sold on a per-agent annual subscription basis to enterprise customers across government, finance, retail, healthcare, travel, manufacturing, energy, logistics, and cross-border eCommerce verticals.

Product overview

Udesk is an AI-powered omnichannel customer service software platform serving enterprise customers. The product portfolio includes customer communication core products (Omnichannel, Live Chat, Call Center, Video Chat) that enable multi-channel engagement; AI-driven chatbot solutions (AI Chatbot, Voice Chatbot, LLM Knowledge Base) powered by large language models for automated intelligent service; and service insight tools (Voice Of Customer, Insight, Quality Inspection, Agent Assistant) for analytics, quality management, and agent productivity. The platform integrates across government, finance, retail, healthcare, travel, manufacturing, and energy industries, supporting over 50,000 global customers with 120 million total users and 2.3 billion annual tickets processed.

Differentiator

Problem solved

Functional benefit

Brands

GaussMind: GaussMind 'Original Mind Engine' - customized voice recognition technology used for developing intelligent voice bots like the 96123 voice bot for Beijing Metro.

Products and services

Omnichannel Unified customer communication platform enabling consistent availability across text, mobile, phone, email, chat, and social media channels for enterprise customer service teams.
Live Chat Real-time web chat functionality that enables agents to engage with customers instantly during website visits for instant customer support.
Call Center Cloud-based call center solution providing voice service capabilities with agent workbench, real-time monitoring, and comprehensive call reporting for enterprise contact center operations.
Video Chat Real-time video chat capability enabling face-to-face customer interactions for visual support and personal customer engagement.
AI Chatbot AI-powered chatbot that uses natural language processing to automate customer conversations and deliver intelligent responses across text channels.
Voice Chatbot AI-powered voice bot that provides intelligent automated answers to customer voice queries using speech recognition and synthesis for natural language voice interactions.
LLM Knowledge Base Enterprise knowledge management system powered by large language models that enables intelligent FAQ management and natural-language knowledge retrieval.
Ticketing Ticketing system for managing customer service requests through creation, workbench, disposition, and configuration workflows across enterprise support teams.
Voice Of Customer Customer insights platform providing transformational results through customer voice analysis, enabling organizations to understand and improve customer satisfaction.
Insight Comprehensive reporting and analytics tool for measuring and monitoring service performance across all customer interaction channels.
Sistem QA (Quality Inspection) Automated quality monitoring and evaluation system for service conversations, ensuring consistent service quality standards across agent interactions.
Agent Assistant AI-powered assistant helping service agents deliver fast, accurate customer responses with real-time guidance and knowledge suggestions.

Quantifiable outcome

85% of common issues handled by AI chatbot
+1 more outcomes

Companies that use Udesk

Customer profile

Named customers9 records

Segments13 records

Ideal customer profiles5 records

Udesk technology and API

Technology

Technology focussed Yes

API detail

Has API: Yes
API docs
API detail

Core technology

AI maturity

App detail

Integration6 records

AI capability8 records

Feature8 records

Udesk partnerships and signals

Strategic signal

Partnerships

One partnership is on record.

Huawei CloudcoreStrategic or Co-development Partner · 27 November 2025Udesk participated in the Huawei Cloud Singapore AI Pioneer Partner Ecosystem Alliance announced at Huawei Cloud & AI Partner Summit Singapore 2025. This initiative brings together nine AI companies including YITU Technology, Weaver Network International, Sunline Holding, TrustDecision, Udesk, iFLYTEK, Neuxnet, Sefonsoft, and AiMall to accelerate AI innovation across public services, retail, education, fintech, transport, and enterprise sectors in Singapore. The alliance aims to strengthen Singapore's position as a global leader in AI adoption.

Scale indicators6 records

Recent moves6 records

Expansion highlights6 records

Udesk competitors and assessment

Company assessment

Market position

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

Udesk compliance and trust

Trust signal

Compliance8 records

Udesk financial estimates

Financial estimate

Revenue estimate

Valuation estimate

Udesk leadership team

Management profile

Number of profiles

Profiles1 record

Udesk funding detail

Funding detail

Funding overview

Funding rounds4 records

Investors3 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

Udesk M&A and investment

M&A and investment

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Udesk

What does Udesk do?

Is Udesk a public or private company?

Udesk is a private company. It is classified as venture growth investor backed and is currently operating.

When was Udesk founded?

Udesk was founded in 2013. It employs 101 to 250 people.

Where is Udesk based?

Udesk is headquartered in Beijing, China, in the Asia region.

How does Udesk make money?

One revenue line is on record: subscription SaaS License.

Does Udesk have an API?

Yes. Udesk offers a comprehensive REST API for enterprise customers. The API supports Ticket Interface, Customer Interface, Customer Company Interface, Custom Fields Interface, Agent Interface, Instant Messaging Interface (Beta), Outbound Task Interface, Survey Interface, Customer Service Notification Interface, Knowledge Base Interface, Event Callback (Webhook), Operation Log Interface, Employee Monitoring Interface, and Product Order Interface. Additionally provides Third-Party Integration APIs for WeChat, Weibo, Mini Program, Call Component, CRM integrations, and CCPaaS (Call Center PaaS) APIs including backend, frontend SDK API, and frontend SDK UI. The Voicebot API supports AI Outbound, Call Record Callback, and various task management endpoints. Authentication uses AppId + Timestamp + Token (HMAC-SHA1) signature. Developer documentation is at www.udeskglobal.com/doc.

What industry is Udesk in?

Udesk's product category is Customer Service Software. Its primary akta.pro industry code is BPAAABAF, Technical & Product Support (Tier 0–2, Troubleshooting), with a secondary code of BPAAABAN, Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations. Its NAICS code is 56142 and its SIC code is 7371.