LivePerson Conversation Cloud (LiveEngage) vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
LivePerson Conversation Cloud (LiveEngage)
Score 9.1 out of 10
N/A
LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.N/A
Talkdesk
Score 8.0 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.
$85
per month per user
Pricing
LivePerson Conversation Cloud (LiveEngage)Talkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$85
per month per user
CX Cloud Digital Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Offerings
Pricing Offerings
LivePerson Conversation Cloud (LiveEngage)Talkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsPricing is based on a 3 year commitment to these editions.
More Pricing Information
Community Pulse
LivePerson Conversation Cloud (LiveEngage)Talkdesk
Considered Both Products
LivePerson Conversation Cloud (LiveEngage)

No answer on this topic

Talkdesk
Chose Talkdesk
Having a different chat platform prior, transitioning to Talkdesk gave us an avenue to put it in the same platform as where our agents take in calls. Ensuring that the data platform provides us a more consistent look and consistency is important for growth. Our email platform …
Top Pros
Top Cons
Features
LivePerson Conversation Cloud (LiveEngage)Talkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Talkdesk
8.0
470 Ratings
4% below category average
Agent dashboard00 Ratings8.1450 Ratings
Validate callers00 Ratings8.1397 Ratings
Outbound response00 Ratings8.1413 Ratings
Call forwarding00 Ratings8.1403 Ratings
Click-to-call (CTC)00 Ratings8.7375 Ratings
Warm transfer00 Ratings9.0425 Ratings
Predictive dialing00 Ratings8.4219 Ratings
Interactive voice response00 Ratings8.0300 Ratings
REST APIs00 Ratings7.6236 Ratings
Call scripts00 Ratings7.0213 Ratings
Call tracking00 Ratings8.6418 Ratings
Multichannel integration00 Ratings7.4305 Ratings
CRM software integration00 Ratings6.9361 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Talkdesk
8.6
456 Ratings
5% above category average
Inbound call routing00 Ratings8.6416 Ratings
Omnichannel inbound routing00 Ratings8.4299 Ratings
Recording00 Ratings9.3440 Ratings
Quality management00 Ratings9.1400 Ratings
Call analytics00 Ratings8.7414 Ratings
Historical reporting00 Ratings8.4421 Ratings
Live reporting00 Ratings8.7413 Ratings
Customer surveys00 Ratings7.6230 Ratings
Customer interaction analytics00 Ratings8.5265 Ratings
Best Alternatives
LivePerson Conversation Cloud (LiveEngage)Talkdesk
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
LivePerson Conversation Cloud (LiveEngage)Talkdesk
Likelihood to Recommend
8.0
(14 ratings)
7.8
(483 ratings)
Likelihood to Renew
10.0
(10 ratings)
8.6
(37 ratings)
Usability
-
(0 ratings)
8.3
(299 ratings)
Availability
-
(0 ratings)
9.8
(7 ratings)
Performance
-
(0 ratings)
10.0
(7 ratings)
Support Rating
-
(0 ratings)
8.0
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.6
(5 ratings)
Implementation Rating
-
(0 ratings)
7.4
(217 ratings)
Configurability
-
(0 ratings)
10.0
(7 ratings)
Ease of integration
-
(0 ratings)
10.0
(1 ratings)
Product Scalability
-
(0 ratings)
10.0
(7 ratings)
Vendor post-sale
-
(0 ratings)
9.4
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.4
(3 ratings)
User Testimonials
LivePerson Conversation Cloud (LiveEngage)Talkdesk
Likelihood to Recommend
LivePerson
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
Read full review
Talkdesk
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
Read full review
Pros
LivePerson
  • The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
  • Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
  • There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.
Read full review
Talkdesk
  • I appreciate the level of detail for reporting in Explore.
  • The interface is easy to use, both for admin and our agents
  • Even though we have not yet utilized Studio, I appreciate the level of complexity we can put into our IVR
  • The feedback mechanism enables the collection of customer responses across various inquiries.
Read full review
Cons
LivePerson
  • Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected.
  • Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website.
Read full review
Talkdesk
  • Reporting is not easy to manipulate
  • Workforce management is not available in a simplified view
  • Creation of the Quality management process is not easy
  • Call quality is not great in Africa
  • Some features do not yet come with a full list of reporting capabilities
  • Connectivity causes delays in responses in all communication as they have no tower in Africa
  • It is significantly more expensive than local providers
  • Lack of integration to in-house systems caused a barrier
Read full review
Likelihood to Renew
LivePerson
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
Read full review
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.
Read full review
Usability
LivePerson
No answers on this topic
Talkdesk
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
Read full review
Reliability and Availability
LivePerson
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
Read full review
Performance
LivePerson
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.
Read full review
Support Rating
LivePerson
No answers on this topic
Talkdesk
We've had five account execs in 18 months, three of which were apparently downsized. That makes me question the stability to Talkdesk as a company. We continue to struggle getting timely, effective support when we have questions or issues. Usually, we email the support team, get the initial 'somebody will contact you' message, and then it can be days or in some cases over a week before we get a response.
Read full review
Online Training
LivePerson
No answers on this topic
Talkdesk
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
Read full review
Implementation Rating
LivePerson
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
Read full review
Alternatives Considered
LivePerson
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
Read full review
Talkdesk
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.
Read full review
Scalability
LivePerson
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
Read full review
Return on Investment
LivePerson
  • Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge.
  • Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone.
  • Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service.
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.
Read full review
ScreenShots

Talkdesk Screenshots

Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.Screenshot of Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.Screenshot of Talkdesk AI Trainer™, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.