Talkdesk holds a significant spot in the Contact-Center-as-a-Service (CCaaS) market, securing the tenth rank among vendors in 2024. Known for platform reliability, ease of use, and intuitive interface, it’s a popular choice.

However, it’s not without its flaws.

Users struggling with frequent dropped calls and insufficient report insights often look for alternatives. We guess you are on the same quest. So, here is the guide highlighting three must-explore alternatives, with Enghouse CCaaS taking the lead.

We recommend Enghouse for its customizable reports and dashboards, flexible deployment options, advanced AI insights, and nearly four decades of proven customer trust.

Now, let’s explore the best Talkdesk alternatives to effectively enhance your business communication needs.

Why Do Users Look for Talkdesk Alternatives?

Talkdesk CX Cloud is a reliable CCaaS platform that offers a customizable user interface, built-in AI automation, and integration with numerous CRM and helpdesk applications. Despite these strengths, many users have abandoned Talkdesk for various reasons:

Inadequate Customer Service

Many Talkdesk clients have reported poor customer service, experiencing frequent changes in account executives, and delayed responses to urgent issues. This inadequate support can increase churn, create operational inefficiencies, and damage your company’s reputation.

Source: Trust Radius

In contrast, Enghouse is recognized for delivering top-notch customer service to all its customers.

Poor Call Quality

According to user review sites, many Talkdesk clients have reported problems with call quality.

Source – G2.com

Poor call quality leads to more abandoned calls, less efficient agents, and increased operational costs. Additionally, it can reduce customer satisfaction, harm the company’s reputation, and potentially drive customers to competitors.

However, while going through the reviews of Enghouse CCaaS, we did not find a single review that pointed to inferior call quality.

Lack of Actionable Insights in Reports

User complaints on verified review sites highlight several issues with Talkdesk’s reporting functions: they are challenging to manipulate, lack comprehensive features, are not user-friendly, and have poor data quality.

Additionally, users struggle with filtering open tickets by topic or subject, which can slow response times and increase customer dissatisfaction, potentially harming service quality.

Source: Trust Radius

Enghouse CCaaS offers excellent reports, covering everything from customer calls to agent and queue performance. It offers out-of-the-box and customizable reports and dashboards, enabling efficient resource management.

Top Three Talkdesk CX Cloud Alternatives

While we’ve discussed some potential drawbacks of Talkdesk’s CX Cloud offering, numerous alternatives are available to fulfill your contact center requirements. This section delves into several must-explore alternatives to Talkdesk CCaaS, each with unique benefits.

Here are the ones we have covered below:

  • Enghouse CCaaS by Enghouse Interactive
  • Webex Contact Center by Cisco
  • RingCentral RingCX

1. Enghouse CCaaS

Enghouse CCaaS is the go-to contact center solution for SMBs and large enterprises, enhancing CX, streamlining support, and boosting efficiency. Here’s how it delivers:

  • Omnichannel communication for seamless interactions across channels, including voice, chat, email, SMS, and social media
  • Automatic Call Distribution for quicker responses and happier customers
  • Real-time data on agent performance, customer interaction, and contact center efficiency enables smart decision-making
  • Almost 40 years of industry expertise
  • Numerous integrations are available to unify communication across teams for enhanced collaboration.
  • Designed for scalability, accommodating ten to 10,000 seats, regardless of agent location.

Source: Enghouse CCaas

 

Why Do Customers Love It?

Customers love Enghouse CCaaS for several reasons; here is why you would love it, too:

  • AI-powered Insights: Analyze every customer interaction to automatically obtain unbiased agent evaluations and actionable Voice of the Customer feedback.
  • Integration Capabilities: Seamlessly integrate various applications and technologies through APIs and toolkits with Enghouse CCaaS.
  • Security and Compliance: Rest assured of compliance as Enghouse CCaaS follows strict adherence to data privacy regulations and security protocols.
  • Top-Notch Customer Support: Receive comprehensive assistance and guidance throughout your association.

Customers have praised Enghouse CCaaS for its seamless integrations, valuable features, and reliable customer support, as evidenced by reviews on G2.

Source: G2

When Customers Don’t Choose It?

Customers may not opt for Enghouse CCaaS if:

  • They have fewer than 10 agents.
  • They need unlimited internet fax support.

Pricing

Enghouse CCaaS offers two pricing plans: Standard at $109/user/month and Advanced at $139/user/month.  Visit their website for further details.

2. Webex Contact Center by Cisco

Webex Contact Center by Cisco, a cloud-based contact center solution, offers a suite of tools that enable companies to provide superior customer service across all channels.

Its key benefits include multichannel support, integrated collaboration tools, analytics, scalability, and a user-friendly interface. These features make Cisco Webex Contact Center a flexible solution that can be easily tailored to specific business needs and meets strict security requirements.

Source: Cisco Webex

Why do Customers Love It?

Users choose Webex Contact Center for:

Overall users consistently praise Webex Contact Center for its easy-to-use interface and seamless third-party integration.

When Customers Don’t Choose It?

Reasons why customers may avoid Webex:

Pricing

To inquire about the prices, please contact the sales team.

3. RingCentral RingCX

RingCentral RingCX is an AI-first cloud contact center that’s simple to use and deploy.

Powered by the RingSense AI platform, it analyzes customer interactions to enhance efficiency and service. Key features include automated data collection, speech recognition, call scoring, reporting, keyword tracking, and integration with sales and CRM tools.

Source: RingCentral

Why do Customers Like It?

Users choose RingCentral RingCX for:

Overall, users appreciate  RingCentral RingCX for its stability and reliability.

When Customers Don’t Choose It?

Reasons why customers may not choose  RingCentral RingCX :

  • Integrations with other business software and tools can be difficult and lead to disruptions in workflows and additional costs to find workarounds.
  • Sometimes, calls fail and drop automatically.

Pricing

RingCentral CX costs $65 per user per month, billed annually. Workforce engagement features are an add-on. For enterprise pricing, contact their sales team.

Source: RingCentral Pricing

Enghouse – Your Top Choice for Talkdesk CCaaS Alternatives

Why settle for less when you can get more! Enghouse CCaaS is not just a potential Talkdesk alternative; it’s a market leader with almost four decades of loyal customers.

Enghouse CCaaS integrates advanced technologies like AI and natural language processing to enhance customer service, improve agent productivity, and gather deep insights through comprehensive analytics. By leveraging these capabilities, you can deliver exceptional customer experiences, meet regulatory requirements, and drive operational efficiency.

At Enghouse Interactive, exceptional customer support is a cornerstone. From deployment to ongoing assistance, we provide reliable support at every step.

Learn why your peers chose Enghouse through our detailed case studies and hear it directly from them.

Take your customer experience to the next level. Empower your agents with the best tools in the industry.

Click here to request a demo and experience how Enghouse CCaaS can transform your customer interactions.

FAQs

1. Who are Talkdesk’s Competitors in CCaaS Space?

Talkdesk competes with other contact center solutions such as:

  • Enghouse CCaaS
  • Webex Contact Center
  • RingCentral RingCX and more.

2.What are the Benefits of Talkdesk CCaaS?

Talkdesk delivers reliability and ease of use with its intuitive interface, which is customizable through a low-code visual design tool and a developers’ toolkit. Its app marketplace, Talkdesk AppConnect, also enhances functionality and integration options.

3. What are the Potential Drawbacks of Using Talkdesk CCaaS?

Some users have noted slow responses to non-critical issues and experienced call quality problems. Additionally, Talkdesk lacks features such as caller ID and number porting. If these capabilities are essential for your operations, consider a more comprehensive solution like Enghouse CCaaS.

Disclaimer – The insights presented in this article are sourced exclusively from publicly available information and customer reviews. Feel free to reach out if you require any modifications or updates to the content.

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