Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.
$85
per month per user
Webex Calling
Score 8.5 out of 10
N/A
Webex Calling is Cisco’s flagship cloud calling solution with over 12 million users worldwide. It delivers an enterprise-grade calling experience that enables customers to replace PBX hardware with a cloud calling solution. Webex Calling's connectivity and collaboration experience includes calling, meetings, messaging, contact center, and integrated devices.
$17
per month per user
Pricing
Talkdesk
Webex Calling
Editions & Modules
CX Cloud Digital Essentials
$85
per month per user
CX Cloud Voice Essentials
$105
per month per user
CX Cloud Elite
$145
per month per user
CX Cloud Elite
$165
per month per user
Industry Experience Clouds
$225
Webex Call
$17
per month per user
Webex Suite: Meet + Call
$25
per month per user
Webex Enterprise
Contact Sales
Cisco Unified Communications Manager
Contact Sales
Offerings
Pricing Offerings
Talkdesk
Webex Calling
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
Optional
Additional Details
*Talkdesk also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.
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.
It seems quite able to handle the normal day to day voice call requirements quite well. Our previous Cisco phones had cameras that could do video calls, but if we need that we go to a Zoom session. Conference room use is not terribly convenient, although this might just be a case of us figuring out how to adapt the environment.
Internal calling can be done by searching user in directory or by dialing short code extensions for users. Pretty quick and easy to reach internal people.
Webex Calling integrated seamlessly with call recording solutions making it very useful for compliance call recording which is needed by customer service centres today.
Features like call forwarding, call transfer, conference, voice mail, etc are available.
User authorisation for different types of calls is available.
It provides basic call centre features as well so that companies requiring basic call centre features can use it within Webex Calling.
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.
I think what it's doing is it is still the leader when it comes to being able to present calling platforms. And I mean I guess it's number one competitor from a software perspective is Microsoft Teams, Cisco is doing everything possible to provide open source to enable Microsoft and Cisco to work together, particularly when it comes to user room experiences so that no one is feeling like they're left alone or compromised or somewhat segregated when they're choosing one technology versus the other, which is a great thing.
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.
The service can be intermittent and the call forwarding feature will not always work perfectly. There will be periods of time where the calling feature will not work at all and people on the other end can hear me but I am unable to hear them. It also requires a fairly strong signal which can be an issue if you work somewhere remote or a building without much service.
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.
Cisco Webex Calling is an outstanding cloud collaboration that includes enterprise-grade cloud phone system designed for the modern hybrid workplace. Webex Calling integrates calling, messaging, and meetings into a single, intuitive platform, empowering your teams with unparalleled flexibility and productivity. Benefit from advanced features like HD audio and video, voicemail to email, call forwarding, and intelligent call routing, ensuring crystal-clear communication and efficient workflows from any device, anywhere. Webex Calling prioritizes security and reliability, offering redundant data centers and end-to-end encryption to safeguard your conversations. Its scalable architecture effortlessly adapts to your envolving business needs, providing a future-proof communication foundation. Enhance collaboration and streamline operations with a solution that's not just a phone system, but a comprehensive communication hub.
Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.
I've not actually had it ever be unavailable when I needed to use it. As mentioned before, a network outage would take it down, but we have redundant systems for our network connections with automatic failover.
I give this system a full 10/10 once you refresh or troubleshoot you do not wait for too long to use it . It easy like ABC . I honestly recommend this system, even when you check the QA score card, you do not have to wait that long; you just click on the notification bell and view your score card.
I don't really see this impacting any other system performance at all. The client is very light use on resources, even on my iPhone. I don't know what else it connects to behind the scenes other then the campus directory, but I haven't seen or heard of any impacts. It seems fairly self contained except for wherever it interfaces with the general telephone system connectivity outside the campus.
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.
I have been working for a long time with Cisco as a provider and also Cisco TAC and Cisco Support Engineers. The support starts right beforehand in the documentation of the product you are interested in. From the start you have a good, complete, and detailed and easy to read datasheet and there's always someone available to answer any questions.
The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.
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.
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
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.
The company uses Microsoft Teams. They do use Microsoft Teams right now and for a long time a lot of the different practices have been using on-premise, contact Call Manager and Unified Communications Express. But Cisco WebEx, the cloud-based product is one of the new ones. And some of our other site practices are also using RingCentral. So cloud calling is not new to the company. For those of us who are familiar with Cisco products, the transition to WebEx calling is not as difficult as it might be for some other products. Going from on-prem to RingCentral, there is more of a learning curve with.
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
So far it has been very reliable, with very little down time that was associated with the product itself. We have had network outages due to external factors such as construction cutting a fiber link, but other than that kind of thing not much for failures.
Webex Calling allowed us to continue working in a remote world
While workshops are best in person, Webex Calling allowed us to continue offering that critical service and also included break out room functionality for small group activities, when needed.
The recording feature allows everyone to hyper focus on the discussion - if anything was missed in notes, it was always saved in the recording when we had one. Perfect for interviews and workshops.
