Talkdesk vs. Vonage Contact Center for Salesforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Talkdesk
Score 8.2 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
Vonage Contact Center for Salesforce
Score 7.9 out of 10
N/A
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.N/A
Pricing
TalkdeskVonage Contact Center for Salesforce
Editions & Modules
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
Essentials
Contact sales team
Contact sales team
Select
Contact sales team
Contact sales team
Express
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Offerings
Pricing Offerings
TalkdeskVonage Contact Center for Salesforce
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
TalkdeskVonage Contact Center for Salesforce
Considered Both Products
Talkdesk
Chose Talkdesk
I was not part of the decision making of selecting Talkdesk, but I can say that it is a better service because it covers a lot more needs than the previous one. While Talkdesk works as a flow in its base, the previous software did not and it felt more individual.
Chose Talkdesk
We looked at lots of other tools, Aircall seems like they didn't have the infrastructure and I believe they were based in France so there may have been a language barrier there. Vonage seemed to be expensive and be all about the showy marketing rather than the core product. …
Chose Talkdesk
It has been good to integrate with our CRM, but Nice was more flexible on customization. Granted it took more time and back end knowledge from us to build out the Nice system how we wanted it, but it was well worth it for the customization aspects. The ability to integrate and …
Vonage Contact Center for Salesforce

No answer on this topic

Top Pros
Top Cons
Features
TalkdeskVonage Contact Center for Salesforce
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Talkdesk
8.4
435 Ratings
1% above category average
Vonage Contact Center for Salesforce
6.0
4 Ratings
33% below category average
Agent dashboard8.4416 Ratings3.02 Ratings
Validate callers8.2365 Ratings8.03 Ratings
Outbound response8.4381 Ratings3.02 Ratings
Call forwarding8.6370 Ratings3.13 Ratings
Click-to-call (CTC)8.9345 Ratings7.04 Ratings
Warm transfer8.9392 Ratings5.14 Ratings
Predictive dialing8.6194 Ratings9.01 Ratings
Interactive voice response8.3270 Ratings5.03 Ratings
REST APIs8.1216 Ratings8.02 Ratings
Call scripts8.1191 Ratings8.01 Ratings
Call tracking8.7386 Ratings2.03 Ratings
Multichannel integration8.1281 Ratings10.01 Ratings
CRM software integration7.9336 Ratings7.04 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Talkdesk
8.7
422 Ratings
5% above category average
Vonage Contact Center for Salesforce
6.5
4 Ratings
24% below category average
Inbound call routing8.7384 Ratings7.03 Ratings
Omnichannel inbound routing8.5272 Ratings10.02 Ratings
Recording9.3406 Ratings4.14 Ratings
Quality management9.0367 Ratings5.13 Ratings
Call analytics8.9381 Ratings4.13 Ratings
Historical reporting8.4388 Ratings4.14 Ratings
Live reporting8.8382 Ratings4.14 Ratings
Customer surveys8.2208 Ratings10.02 Ratings
Customer interaction analytics8.4238 Ratings10.02 Ratings
Best Alternatives
TalkdeskVonage Contact Center for Salesforce
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
TalkdeskVonage Contact Center for Salesforce
Likelihood to Recommend
8.2
(448 ratings)
2.1
(6 ratings)
Likelihood to Renew
8.8
(36 ratings)
-
(0 ratings)
Usability
8.7
(264 ratings)
-
(0 ratings)
Availability
9.8
(6 ratings)
-
(0 ratings)
Performance
10.0
(5 ratings)
-
(0 ratings)
Support Rating
8.6
(130 ratings)
10.0
(1 ratings)
In-Person Training
10.0
(2 ratings)
-
(0 ratings)
Online Training
8.4
(4 ratings)
-
(0 ratings)
Implementation Rating
8.1
(204 ratings)
-
(0 ratings)
Configurability
10.0
(6 ratings)
-
(0 ratings)
Product Scalability
10.0
(6 ratings)
-
(0 ratings)
Vendor post-sale
10.0
(2 ratings)
-
(0 ratings)
Vendor pre-sale
10.0
(2 ratings)
-
(0 ratings)
User Testimonials
TalkdeskVonage Contact Center for Salesforce
Likelihood to Recommend
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.
Read full review
Vonage
If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
Read full review
Pros
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
Vonage
  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
Read full review
Cons
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.
Read full review
Vonage
  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Read full review
Likelihood to Renew
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
Vonage
No answers on this topic
Usability
Talkdesk
I gave this rating because, All in all, TalkDesk is an excellent software. For our Contact Center, it is a perfect match because of its user-friendly interface and low complexity. Navigating the Talkdesk UI is not too difficult. Using a Web Widget, the product simplifies phone answering and transfer for users. From a management/admin standpoint, the software data analytics interface has improved over the past year, giving us access to more crucial insights regarding agent efficiency and client interactions
Read full review
Vonage
No answers on this topic
Reliability and Availability
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
Vonage
No answers on this topic
Performance
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
Vonage
No answers on this topic
Support Rating
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.
Read full review
Vonage
I have personally not used their support, but I hear from our admin that it is good.
Read full review
In-Person Training
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review
Vonage
No answers on this topic
Online Training
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
Read full review
Vonage
No answers on this topic
Implementation Rating
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
Vonage
No answers on this topic
Alternatives Considered
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.
Read full review
Vonage
Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce. Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
Read full review
Scalability
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
Vonage
No answers on this topic
Return on Investment
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
Vonage
  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
Read full review
ScreenShots