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
Zendesk Chat
Score 8.3 out of 10
N/A
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
$0
per user
Pricing
Talkdesk
Zendesk Chat
Editions & Modules
Digital Essentials
$85
per month per user
Voice Essentials
$105
per month per user
Elite
$165
per month per user
Elite
$165
per month per user
Industry Experience Clouds
$225
per month per user
Lite
$0
per user
Basic
$14
per user
Advanced
$25
per user
Premium
$55
per user
Offerings
Pricing Offerings
Talkdesk
Zendesk Chat
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
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.
The pricing above is price per user per month. You will get a discount when you opt for annual payment.
Talkdesk stacks up much better against Five9 as this vendor is more of an al la cart menu and you don't see a cost savings. Also, some the features that we are using within Talkdesk today, Five9 does not have those things, and I can see why they are just more a telecom for …
Talkdesk is a much easier system to utilize and to train on from an agent perspective. Additionally, Talkdesk has far more features than Cisco Finesse, like WFM, caller identification, sentiment, real time call transcriptions, and so much more. Where Cisco Finesse as more of …
I'm honestly not really sure about the others, but we did view Dialpad, and that was a lot like Slack in terms of the UI. I do like that Talkdesk is more unique looking, and that it has different "apps" within the app itself. We tailor it depending on the roles the agents have.
Talkdesk is more expensive per license than Daktela's offering. However there are more advanced AI functions with Talkdesk compared to Daktela. I think Daktela's portal is more user friendly than Talkdesk. However Talkdesk offers an Academy and Ceritfications which Daktela does …
Talkdesk has a lot of competitors, but it really stands out because of its strong features. Talkdesk is modern and was chosen for its ability to meet specific business needs. Talkdesk was selected for its balance of powerful features, such as robust integration and evolving …
Talkdesk records your calls for you, and you can listen to them right after the call, if there's information you want to verify. You can get your QA markings/scores right on Talkdesk, and it has a direct link to the dashboard or Zendesk of the call that was marked. Softphone …
Talkdesk is the most used, as we are a voice company, which means we have to have inbound and outbound calls throughout the day. We find tickets on Zendesk, send chasers, and call the seller on Talkdesk. Calabrio allows us to see daily break schedules and a monthly off-day …
Slack helps in making conversations with people within the business, and Zendesk works hand in hand with Talkdesk in terms of providing tickets for the seller's information, like phone number, and then we dial them out using Talkdesk. Calabro helps keep track of our daily …
Talkdesk meets our needs well and struck the right balance between features and price. It had all the capabilities we are looking for and has been easy to integrate and maintain. Their tech stacks up well against competitors and we did not feel we we were missing out on any …
Talkdesk has been very easy to use, easy to get used to and to teach others how to use it without consuming much time, Talkdesk Can transfer call within the business making it more efficient assisting and resolving queries of our clients ,This has helped us also reduce average …
Talkdesk easily adapts to the evolving needs of sales and support teams and their end customers, agents receive and handle calls, texts, emails, or chats initiated by customers. Without a Talkdesk, you cannot perform the most simple, Talkdesk sends agents notifications …
Talkdesk easily adapts to the evolving needs of sales and support teams and their end customers, driving customer lifetime value and loyalty. Talkdest also supports tickets to chat with an agent for help; it has all the support needed for both agents and clients that we deal …
Other Talkdesk competitors offer better solutions for small-scale businesses as it doesn't contain advanced call management features that require extensive software training.
ZD chat is much better at being streamlined with ZD email, obviously. but the functionality of Intercom and the way it worked was a lot cleaner. However, we use a round-robin style of messaging with our CSRs, and ZD chat does this much better.
Zendesk Chat is far more user friendly than some of the other competitors on the market. It has a very all the features that you require to ensure your customers are contacted in 'real time'. Its main tools include a live chat interface for quick communication, customisable …
Zoho has limited features and is incomparable to the features that Zendesk Chat have. Also, I find Zoho to be very difficult to use, not to mention it's too many restrictions, which I find to be counterproductive and not cost efficient. I'd still use Zendesk Chat over anything …
In one of my previous organizations, our client migrated the support tool from Zendesk Chat to Helpshift. I felt Zendesk Chat was a more user-friendly support tool than Helpshift. Zendesk Chat is so beginner friendly, whereas the other tools were so confusing compared to …
Zendesk Chat [(formerly Zopim)] has a better UI/UX, and it is part of the Zendesk enterprise tools which we also use for: Zendesk Talk, etc It is always great to have this kind of channel together in one platform.
I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in …
I have been using this system for one year, and today I can continue saying that this system does not have any faults that I can complain about. Thanks to this system, I have been able to have direct communication with each of our customers or clients, since it allows me to use …
Zendesk is one of the most expensive providers on the market, but also the most functional one. We have 6 business facts. Based on them we composed 17 needs (functions) from the chat provider. Zendesk was one of the leaders in the overall evaluation, while it was cheaper than …
I like about Zopim is that it has numerous devices and choices. I like the way that you can associate with other individuals, inside and remotely. Also, I like that I can redo my notices. It coordinates with significantly other joint effort and the workplace instruments I …
I used Peoplesoft chat in another position with another company, and I'm floored by the difference. Peoplsoft chat seemed to be down regularly and wasn't nearly as fast. Zopim has a modern and streamlined feel.
Olark Chat - Not as many customization options as Zendesk Salesforce - More expensive Syntellect - Old application based system instead of a cloud based software
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.
[Zendesk Chat (formerly Zopim) is well suited for] any business with online services that want to improve their direct communication with their customers. But please make sure this is just a tool for communication with the customer, the team behind this chat is much more important.
Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
Zendesk/Zoopim is right around an entire Live visit programming .There isn't an approach to compel the client to answer certain inquiries preceding entering the talk. The talk transcripts some of the time take long to appear in the visit history .
Exhausting outline for the talk message box
No work area warnings
Warning sound just played once. Since we are not at the front counter constantly, it would make our work more troublesome since we expected to continue checking the site.
No portable application
In the event that we shut program window we would be promptly disconnected.
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.
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
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.
As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.
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.
reports are good until a report is a big one in size then the wait is longer and some call reports delay by an hour or so which is not ideal as we pull these hourly and need them from Work force management perspective and Quality reports are perfectly fine
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.
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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.
The implementation and switch from our old software were unproblematic. We experience no issues with our IVR or transferring the number to carry our calls over. All of the information in Talkdesk is also easily synced with our current CRM and is accurate and up to date.
Talkdesk is a much easier system to utilize and to train on from an agent perspective. Additionally, Talkdesk has far more features than Cisco Finesse, like WFM, caller identification, sentiment, real time call transcriptions, and so much more. Where Cisco Finesse as more of just a call system that allowed us to make and receive calls
In one of my previous organizations, our client migrated the support tool from Zendesk Chat to Helpshift. I felt Zendesk Chat was a more user-friendly support tool than Helpshift. Zendesk Chat is so beginner friendly, whereas the other tools were so confusing compared to Zendesk Cha.
talk desk has helped us massively with flexibility of one system giving us all the relevant information we need to be able to drive improvement and also good service from work force management to quality improvement to the reporting of the work and inputs going in and assess outputs to determine the success of our work and remaining development areas
Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
