Provana Speech Analytics vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Provana Speech Analytics
Score 10.0 out of 10
N/A
Provana in Naperville offers a suite of products to creditors and collection agencies to ensure smooth business processes and regulatory compliance via automation, with advanced analytics for tracking operational success.N/A
Talkdesk
Score 8.1 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
Provana Speech AnalyticsTalkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
Provana Speech AnalyticsTalkdesk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsWe offer custom pricing based on the size and requirement of a company. For more pricing info, you can contact us through our website.
More Pricing Information
Community Pulse
Provana Speech AnalyticsTalkdesk
Top Pros
Top Cons
Features
Provana Speech AnalyticsTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Provana Speech Analytics
-
Ratings
Talkdesk
8.3
437 Ratings
0% below category average
Agent dashboard00 Ratings8.3418 Ratings
Validate callers00 Ratings8.1367 Ratings
Outbound response00 Ratings8.4382 Ratings
Call forwarding00 Ratings8.5372 Ratings
Click-to-call (CTC)00 Ratings8.9346 Ratings
Warm transfer00 Ratings9.0394 Ratings
Predictive dialing00 Ratings8.6195 Ratings
Interactive voice response00 Ratings8.2271 Ratings
REST APIs00 Ratings8.0216 Ratings
Call scripts00 Ratings7.8192 Ratings
Call tracking00 Ratings8.7388 Ratings
Multichannel integration00 Ratings7.9282 Ratings
CRM software integration00 Ratings7.8336 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Provana Speech Analytics
-
Ratings
Talkdesk
8.7
424 Ratings
5% above category average
Inbound call routing00 Ratings8.7386 Ratings
Omnichannel inbound routing00 Ratings8.5273 Ratings
Recording00 Ratings9.3408 Ratings
Quality management00 Ratings9.1369 Ratings
Call analytics00 Ratings8.9383 Ratings
Historical reporting00 Ratings8.5390 Ratings
Live reporting00 Ratings8.8384 Ratings
Customer surveys00 Ratings7.9210 Ratings
Customer interaction analytics00 Ratings8.4240 Ratings
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Provana Speech AnalyticsTalkdesk
Small Businesses
Clari Copilot
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Score 8.9 out of 10
CloudTalk
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Score 9.4 out of 10
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Clari
Clari
Score 8.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
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Score 8.2 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
Provana Speech AnalyticsTalkdesk
Likelihood to Recommend
10.0
(1 ratings)
8.1
(450 ratings)
Likelihood to Renew
-
(0 ratings)
8.7
(37 ratings)
Usability
-
(0 ratings)
8.6
(266 ratings)
Availability
-
(0 ratings)
9.8
(6 ratings)
Performance
-
(0 ratings)
10.0
(5 ratings)
Support Rating
-
(0 ratings)
8.6
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.4
(4 ratings)
Implementation Rating
-
(0 ratings)
8.0
(207 ratings)
Configurability
-
(0 ratings)
10.0
(6 ratings)
Product Scalability
-
(0 ratings)
10.0
(6 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
Provana Speech AnalyticsTalkdesk
Likelihood to Recommend
Provana
Provana is very well suited for our well-being and needs in that all of our company policies can be searched, found, and updated within minutes. It makes it easy to find what you are looking for and navigate the ever-changing landscape of SOPs. I’ve never seen anything that is easier to use and upload your files into.
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
Provana
  • Organization
  • Cleanliness
  • Policy holding
  • Portability
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
Provana
  • Sometimes slow to load
  • Maybe more user guidance
  • Needs more color
  • Staff list
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
Provana
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
Provana
No answers on this topic
Talkdesk
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. The platform is very simple to use and understand
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Reliability and Availability
Provana
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
Provana
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
Provana
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
Provana
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
Provana
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
Provana
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
Provana
To be honest, I have really never used anything more than Provana. Provana has been the easiest tool that I have ever used. I really enjoy using it and all of my other coworkers and employees understand and know that updating recertifying or changing the policy is as easy as locking onto the website and clicking a few buttons.
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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
Provana
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
Provana
  • Time
  • Money
  • Readiness
  • Expertise
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