What users are saying about
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Top Rated
319 Ratings
13 Ratings
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Score 7.9 out of 100

Talkdesk

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Top Rated
319 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Talkdesk

Talkdesk is great for monitoring calls and agent activity. The reporting is clear and concise and is readily available very quickly. The status monitoring feature is easy to use for all agents, and call recordings are retrievable easily and quickly. It is also easy to redirect calls/transfer calls to different departments. Talkdesk suits us really well as we have lots of different departments all working remotely in different time zones, and Talkdesk allows us to have everyone online and visible where necessary.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Talkdesk
8.7
Agent dashboard
Cisco Webex Contact Center
7.0
Talkdesk
8.1
Validate callers
Cisco Webex Contact Center
8.8
Talkdesk
8.7
Outbound response
Cisco Webex Contact Center
8.6
Talkdesk
8.6
Call forwarding
Cisco Webex Contact Center
9.1
Talkdesk
8.6
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Talkdesk
9.0
Warm transfer
Cisco Webex Contact Center
7.0
Talkdesk
9.2
Predictive dialing
Cisco Webex Contact Center
7.3
Talkdesk
8.2
Interactive voice response
Cisco Webex Contact Center
9.1
Talkdesk
8.8
REST APIs
Cisco Webex Contact Center
9.1
Talkdesk
8.7
Call scripts
Cisco Webex Contact Center
6.4
Talkdesk
9.1
Call tracking
Cisco Webex Contact Center
7.3
Talkdesk
8.9
Multichannel integration
Cisco Webex Contact Center
7.0
Talkdesk
8.3
CRM software integration
Cisco Webex Contact Center
7.3
Talkdesk
8.7

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Talkdesk
8.6
Inbound call routing
Cisco Webex Contact Center
9.1
Talkdesk
8.8
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Talkdesk
8.4
Recording
Cisco Webex Contact Center
6.7
Talkdesk
9.3
Quality management
Cisco Webex Contact Center
9.1
Talkdesk
8.5
Call analytics
Cisco Webex Contact Center
7.0
Talkdesk
8.4
Historical reporting
Cisco Webex Contact Center
7.3
Talkdesk
8.4
Live reporting
Cisco Webex Contact Center
9.1
Talkdesk
8.4
Customer surveys
Cisco Webex Contact Center
9.1
Talkdesk
8.7
Customer interaction analytics
Cisco Webex Contact Center
9.1
Talkdesk
8.8

Pros

Cisco Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Talkdesk

  • It minimizes the effort involved in toggling seamlessly from the main disciplines in the workplace like Email, Chat, and Phone while also maintaining transparency with your team when it comes to Lunch, Meetings, and Prep time.
  • You can utilize its widget mode or maintain it within your browser based on how you like to organize your screen.
  • It simplifies and streamlines the intricacies of your day-to-day workflow without disrupting your priorities.
Douglas Chong | TrustRadius Reviewer

Cons

Cisco Webex Contact Center

  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Randall Crumm | TrustRadius Reviewer

Talkdesk

  • I'd like them to be a stand alone for all support services.
  • The amount of time it takes for a customer to be routed can be lengthy.
  • At times, the connectivity via headphones (even with the recommended ones) is not great.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.2
Based on 4 answers
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.
Anonymous | TrustRadius Reviewer

Usability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.1
Based on 69 answers
The whole system is user friendly and there is practically no need of a induction period or an introduction education. You can have an agent [have it] set up and working in a few minutes from log in to the first phone call. For an Admin navigation, the reporting features is a bit tricky but manageable.
Veselina Bodurova | TrustRadius Reviewer

Support Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.6
Based on 184 answers
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.
Mark de Gruiter | TrustRadius Reviewer

Implementation Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.5
Based on 32 answers
The speed of deployment is great. I don't think that we need anything more than what we have currently. Talkdesk has helped us a lot in the customer satisfaction point of view and gave us the opportunity to verify all the situations in a timely manner. For me, Talkdesk has worked wonders
Shehzad Sidhu | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Contact Center

Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.
Anonymous | TrustRadius Reviewer

Talkdesk

I use all of these daily and Talkdesk is our go-to for calls and customer follow-up. We have had a good experience that continues to get better so there's no need to fix what isn't broken. At the end of the day, our customers want to get ahold of us in many different ways depending on their preferred methods of communication. We need to keep all of our channels open and Talkdesk is our best solution for speaking directly to our customers.
Anthony Sieker | TrustRadius Reviewer

Return on Investment

Cisco Webex Contact Center

  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
Anonymous | TrustRadius Reviewer

Talkdesk

  • The timing of Talkdesk has been at a time when there are so many variances the company had zero home working prior to implementation, Desktop restrictions. However given the ability to offer home working has kept our organisation going with only 4 days down time ROI has been covered within our 9 months.
Christopher Pash | TrustRadius Reviewer

Pricing Details

Cisco Webex Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cisco Webex Contact Center Editions & Modules

Additional Pricing Details

Talkdesk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Talkdesk
8.4

Likelihood to Renew

Cisco Webex Contact Center
Talkdesk
8.2

Usability

Cisco Webex Contact Center
Talkdesk
9.1

Support Rating

Cisco Webex Contact Center
Talkdesk
8.6

Implementation Rating

Cisco Webex Contact Center
Talkdesk
8.5

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