Cisco Webex Contact Center vs TalkDesk comparison

Cisco Webex Contact Center

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Executive SummaryUpdated on Jul 14, 2024

TalkDesk and Cisco Webex Contact Center offer competitive solutions in the contact center market. TalkDesk takes the upper hand in user satisfaction for pricing and support, whereas Cisco Webex Contact Center stands out with its diverse features that users find justify the higher cost.

Features: TalkDesk is highly regarded for its ease of integration, call routing, and reporting capabilities. Cisco Webex Contact Center users praise its advanced analytics, multi-channel support, and security features.

Room for Improvement: Users have noted that TalkDesk could improve in areas like bug management and feature updates. For Cisco Webex Contact Center, common concerns include interface complexity and occasional performance issues.

Ease of Deployment and Customer Service: TalkDesk receives high marks for quick deployment and responsive customer service. Cisco Webex Contact Center, while noted for its deployment flexibility, has mixed reviews on customer support responsiveness.

Pricing and ROI: TalkDesk users often highlight its cost-effectiveness and strong ROI, while Cisco Webex Contact Center users mention its higher initial setup costs but note that its rich feature set brings significant long-term value.

To learn more, read our detailed Cisco Webex Contact Center vs. TalkDesk Report (Updated: December 2025).

Cisco Webex Contact Center vs. TalkDesk

December 2025

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Helped 881,665 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.4

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

TalkDesk

Ranking in Contact Center as a Service (CCaaS)

5th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Contact Center Platforms (4th)

Mindshare comparison

As of February 2026, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 10.4%, down from 12.4% compared to the previous year. The mindshare of TalkDesk is 2.5%, up from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS) Market Share Distribution
Product	Market Share (%)
TalkDesk	2.5%
Cisco Webex Contact Center	10.4%
Other	87.1%

Contact Center as a Service (CCaaS)

Featured Reviews

Norm Hubert

Network Technical Advisor at a government with 10,001+ employees

Omnichannel features have improved collaboration and now provide smoother virtual meetings

We have experience with Cisco products. I have no experience with their Cisco Duo, the XDR, or Secure Access. Secure Access is for the Secure Web Gateway or the SASE solution or DNS security. I have no experience with ThousandEyes, XDR, Duo, or the other products. I think Cisco Webex Contact Center is pretty good, and I do not see where they could improve as it is a pretty successful product. I do not pay for the licensing, but I know they offer free options, and I am not part of the licensing part. We switched over to Webex because they centralized it as part of our government, providing it for both voice and video. I would rate this review a 9.

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Miriam Wanjiku

Software Engineer at AT&T

AI automation has reduced handling time and has improved support quality across channels

Some of the best features that TalkDesk offers are ease of use and customization, valuable training resources, responsive support, and also AI and automation capabilities, Agent Assist, and speech analytics and sentiment analysis.All the features that I have mentioned make the biggest difference for our team, providing an intuitive interface allowing for easy navigation and customization options tailored to our collaboration needs. TalkDesk has been really helpful in my organization as this tool has reduced average AHT from four minutes to two minutes, CSAT increased over thirty percent, and our QM team evaluates calls twenty percent faster. Most of the changes that made it possible to reduce average AHT and increase CSAT are low-code or no-code, which lets us maneuver quickly when we need to implement changes or new features.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"I rate the product's scalability a ten out of ten."

"The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different, the quality is acceptable for our needs, and it is easy to contact customers and easy to open issues regarding hardware problems."

"The central management tool, Control Hub, holds significant value for the management team."

"The best features of Cisco Webex Contact Center are the ease of use, and while the platform has pretty standard features, it is definitely easy to use, and the impact of the omnichannel communication on customer experience consistency is quite good."

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."

"Cisco technical support is outstanding."

"The most valuable feature of the solution is its ease of use."

"With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information."

"TalkDesk and their online support being very helpful. I collaborated with another resource who managed call routing, and my role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel."

"With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it."

"The solution is quite user-friendly."

"The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly."

"I believe it is a great return because our last solution did not have this strict relationship."

"The initial setup was straightforward."

More TalkDesk pros

Cons

"The scalability of the solution is limited in that it cannot scale out effectively. This is why I have attempted to use Microsoft Teams to achieve greater scalability than Cisco Webex because I believe Cisco Webex is very expensive."

"With the solution, I face issues when trying to use the screen share option."

"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."

"When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect."

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

"The solution's reporting feature is sometimes delayed and could be improved."

"Reporting can take a long time to load, and the administration user interface can be unintuitive if you are not familiar with it, and it lacks bulk SMS capabilities."

"Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure."

"One area for improvement in TalkDesk is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, for IVR applications, it lacks certain features like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products. I also faced challenge was with call logging, as the system didn't perform well in retrieving and playing back call audio during development, although this might have been due to our specific setup or data volume."

"There were two big issues, but in a general statement, it is a stable tool."

"One area of improvement is the customization options for cloud storage."

"There is room for improvement in the flexibility of the dashboard and reporting customization."

"The drawback of the tool revolves around the fact that I see it is very slow when loading the pages."

More TalkDesk cons

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

"If we need less number of licenses, the pricing will be high."

"TalkDesk's pricing is with the investment."

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

12%

Insurance Company

10%

University

Manufacturing Company

12%

Computer Software Company

12%

Energy/Utilities Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	4
Large Enterprise	5

Questions from the Community

What is your experience regarding pricing and costs for Cisco Webex Contact Center?

The price of Cisco Webex Contact Center needs to be revised a little bit.

What needs improvement with Cisco Webex Contact Center?

Cisco Webex Contact Center currently has good service, so there is no significant need to improve. I hope they can maintain their current standard in the future. Regarding product customization fea...

What is your primary use case for Cisco Webex Contact Center?

Cisco Webex Contact Center is typically used for meetings with customers and some suppliers.

What is your experience regarding pricing and costs for TalkDesk?

Regarding pricing, I find it not bad, and while I don't know the specifics of setup cost and licensing since I'm not part of the financial team that purchases the software, I would say generally th...

What needs improvement with TalkDesk?

TalkDesk is a good tool and I don't have any major needs for improvement. If I had to suggest anything, it might be to reduce the pricing, but it is fair overall. Regarding needed improvements, whi...

What is your primary use case for TalkDesk?

I have used TalkDesk for approximately seven to eight months. I use TalkDesk to manage my communications with my clients by unifying voice, SMS, chat, email, and all social media messages within a ...

Amazon Connect vs Cisco Webex Contact Center

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Compared 18% of the time

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Compared 15% of the time

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Compared 13% of the time

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Compared 31% of the time

Five9 vs TalkDesk

Compared 17% of the time

Siebel Contact Center vs TalkDesk

Compared 13% of the time

Salesforce Service Cloud vs TalkDesk

Compared 12% of the time

Amazon Connect vs TalkDesk

Compared 8% of the time

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Product Reports

Contact Center as a Service (CCaaS)

January 2026

Download Cisco Webex Contact Center product report

Download TalkDesk product report

January 2026

Also Known As

CC-One, BroadSoft CC-One

No data available

Overview

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

Cisco

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.

Sample Customers

AON, Office Depot, American Red Cross

Anki, Beautylish, Chic by Choice, Uniplaces, Box, Dropbox, Caviar, Prezi, Edmunds, Vaniday, Wahoo Fitness, Surveypal, Whistle, ZipRecruiter