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.
| Product | Market Share (%) |
|---|---|
| TalkDesk | 2.3% |
| Cisco Webex Contact Center | 12.9% |
| Other | 84.8% |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 4 |
| Large Enterprise | 4 |
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.
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:
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.
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