[24]7 Assist vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
[24]7 Assist
Score 9.0 out of 10
N/A
[24]7 Assist call center agent to best serve customers across digital and voice engagements. Assist includes three options: Digital Assist Assist Widget for CRM Active Share Digital Assist is a unified, AI-powered agent console for messaging apps and chat interactions. Assist Widget for CRM provides native and custom connectors to embed Digital Assist into your customer relationship management (CRM) and enterprise systems for a holistic view of…N/A
Talkdesk
Score 8.3 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$75
per month per user
Pricing
[24]7 AssistTalkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$75
per month per user
CX Cloud Elevate
$95
per month per user
CX Cloud Elite
$125
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
[24]7 AssistTalkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
[24]7 AssistTalkdesk
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
[24]7 AssistTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
[24]7 Assist
-
Ratings
Talkdesk
8.7
435 Ratings
4% above category average
Agent dashboard00 Ratings8.7416 Ratings
Validate callers00 Ratings8.7365 Ratings
Outbound response00 Ratings8.7381 Ratings
Call forwarding00 Ratings8.9370 Ratings
Click-to-call (CTC)00 Ratings8.8345 Ratings
Warm transfer00 Ratings9.1392 Ratings
Predictive dialing00 Ratings9.1194 Ratings
Interactive voice response00 Ratings9.1270 Ratings
REST APIs00 Ratings7.6216 Ratings
Call scripts00 Ratings9.2191 Ratings
Call tracking00 Ratings8.9386 Ratings
Multichannel integration00 Ratings8.7281 Ratings
CRM software integration00 Ratings8.2336 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
[24]7 Assist
-
Ratings
Talkdesk
8.9
422 Ratings
7% above category average
Inbound call routing00 Ratings9.0384 Ratings
Omnichannel inbound routing00 Ratings9.2272 Ratings
Recording00 Ratings9.4406 Ratings
Quality management00 Ratings8.9367 Ratings
Call analytics00 Ratings8.7381 Ratings
Historical reporting00 Ratings8.6388 Ratings
Live reporting00 Ratings8.6382 Ratings
Customer surveys00 Ratings9.2208 Ratings
Customer interaction analytics00 Ratings8.6238 Ratings
Best Alternatives
[24]7 AssistTalkdesk
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.6 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Medium-sized Companies
Eleveo
Eleveo
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.0 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
[24]7 AssistTalkdesk
Likelihood to Recommend
9.0
(1 ratings)
8.5
(448 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(36 ratings)
Usability
-
(0 ratings)
8.7
(264 ratings)
Availability
-
(0 ratings)
9.4
(6 ratings)
Performance
-
(0 ratings)
9.8
(5 ratings)
Support Rating
-
(0 ratings)
9.3
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.5
(4 ratings)
Implementation Rating
-
(0 ratings)
8.1
(204 ratings)
Configurability
-
(0 ratings)
9.6
(6 ratings)
Product Scalability
-
(0 ratings)
9.6
(6 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
[24]7 AssistTalkdesk
Likelihood to Recommend
[24]7.ai
It is well suited to companies who have large numbers of Inbound-Outbound call traffic. And where the number of agents handling such calls is very large (>10,000). For companies having less call traffic, this solution won't be cost-effective. Also, it is appropriate for companies looking to improve their CSAT score.
Read full review
Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
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Pros
[24]7.ai
  • It supports chat & multiple messaging channel interactions from a single terminal
  • Native & Custom integrations enable embedding widgets into the existing CRM systems
Read full review
Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Read full review
Cons
[24]7.ai
  • The User Interface can be improved & made to look much more contemporary & next-gen
  • Implementation can be made more simpler
  • Training & Troubleshooting knowledge transfer can be improved
Read full review
Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
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Likelihood to Renew
[24]7.ai
No answers on this topic
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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Usability
[24]7.ai
No answers on this topic
Talkdesk
I gave this rating because, All in all, TalkDesk is an excellent software. For our Contact Center, it is a perfect match because of its user-friendly interface and low complexity. Navigating the Talkdesk UI is not too difficult. Using a Web Widget, the product simplifies phone answering and transfer for users. From a management/admin standpoint, the software data analytics interface has improved over the past year, giving us access to more crucial insights regarding agent efficiency and client interactions
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Reliability and Availability
[24]7.ai
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
[24]7.ai
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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Support Rating
[24]7.ai
No answers on this topic
Talkdesk
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
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In-Person Training
[24]7.ai
No answers on this topic
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
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Online Training
[24]7.ai
No answers on this topic
Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
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Implementation Rating
[24]7.ai
No answers on this topic
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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Alternatives Considered
[24]7.ai
[24]7 Assist offers better value for money & much higher level of customization as compared to other solutions. The AI feature works well & the integration with existing CRM is very smooth. Unified desktop interactions for chat & multiple channel messaging are very effective features of the solution & enable agent interaction much more fructified.
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Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
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Scalability
[24]7.ai
No answers on this topic
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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Return on Investment
[24]7.ai
  • Improved CSAT score
  • Operating cost saving up to 30%
  • Better Customer engagement & 20% more lead conversion
Read full review
Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
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ScreenShots