Avaya IX Contact Center vs TalkDesk comparison

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Avaya IX Contact Center

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Executive Summary

We performed a comparison between Avaya IX Contact Center and TalkDesk based on real PeerSpot user reviews.

Find out in this report how the two Contact Center Platforms solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Avaya IX Contact Center vs. TalkDesk Report (Updated: March 2025).

Avaya IX Contact Center vs. TalkDesk

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Helped 845,406 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Avaya IX Contact Center

Ranking in Contact Center Platforms

6th

Average Rating

9.6

Number of Reviews

Ranking in other categories

No ranking in other categories

TalkDesk

Ranking in Contact Center Platforms

4th

Average Rating

8.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Contact Center as a Service (CCaaS) (5th)

Mindshare comparison

As of April 2025, in the Contact Center Platforms category, the mindshare of Avaya IX Contact Center is 7.8%, up from 7.0% compared to the previous year. The mindshare of TalkDesk is 3.6%, up from 2.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Featured Reviews

Abeer ELADAWY

Deputy Senior Manager, Customer Interaction Management at DEWA

Provides omnichannel AI features and has good routing capabilities

The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.

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TANMAY AKHADE

Technical Program Manager at WhiteHat Jr

User-friendly, enables to respond to customer queries 70% to 80% quickly, and reduces dependency on agents

The product has automatic call-routing features. We must share how the calls must be routed to each team, and it automatically takes care of it. The solution is quite user-friendly. We don't have to do a lot of coding. We can do certain configurations on top of the coding, and it is automatically taken care of in the backend. It is a good feature. We can do a lot of automation. The tool is moving towards generative AI. The customer talks to the tool, and the tool understands what they need and provides it to them. Earlier, the customers would send an email and wait for a response from a representative. Our TAT was two to three years. Currently, our TAT is 20 minutes. If customers contact us with any concerns, we respond to them quickly. The response time has improved by 70% to 80%. Though it is new to the market, the generative AI has reduced our dependency on the agents. Earlier, the agents had to answer all of the customers’ issues. Now, TalkDesk fetches the answer from the backend and provides it to the customer. AI is good. It saves us a lot of time. It’s a discovery phase, so it is not quite handy. However, at times, less interaction is required if all the details are available on the website.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It's scalable, it's fast, and it is very robust."

"The technical support services are good."

"The most valuable feature of the solution is its ease of use."

"With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it."

"The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system."

"It is very simple to learn how to use TalkDesk."

"With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information."

"TalkDesk and their online support being very helpful. I collaborated with another resource who managed call routing, and my role was to develop applications that interacted with the routing system as needed, such as taking over calls for payment processing and directing any issues to the appropriate support personnel."

"The solution is quite user-friendly."

"The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly."

More TalkDesk pros

Cons

"Its scalability means that it is not a simple 'install and forget' setup."

"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."

"The product must automate certain features so the agents do not have to do things manually."

"There is room for improvement in the flexibility of the dashboard and reporting customization."

"The drawback of the tool revolves around the fact that I see it is very slow when loading the pages."

"The solution's reporting feature is sometimes delayed and could be improved."

"We faced issues with bulk SMS."

"While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users."

"One area of improvement is the customization options for cloud storage."

"The solution lacks some features for outbound campaigns compared to other providers."

More TalkDesk cons

Pricing and Cost Advice

"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."

"TalkDesk's pricing is with the investment."

"If we need less number of licenses, the pricing will be high."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

15%

Retailer

13%

Energy/Utilities Company

12%

Non Profit

12%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What needs improvement with Avaya IX Contact Center?

The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.

What is your primary use case for Avaya IX Contact Center?

The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a conta...

What advice do you have for others considering Avaya IX Contact Center?

What is your experience regarding pricing and costs for TalkDesk?

TalkDesk's pricing is with the investment.

What needs improvement with TalkDesk?

While using TalkDesk, I noticed that sometimes the default color scheme, especially in night mode, wasn't suitable for elderly users. It was too bright and not user-friendly. We switched it to nigh...

What is your primary use case for TalkDesk?

I was supervising a team, and we handled all our phone calls and the necessary metrics from those calls. We were using TalkDesk to gather that information.

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Also Known As

Avaya Call Center, Avaya Intelligent Xperiences Contact Center

No data available

Overview

Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers

Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura Call Center Elite helps to ensure the right resources are readily available to your customers.
Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.
Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.
Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.

Avaya

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.

Sample Customers

RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos

Anki, Beautylish, Chic by Choice, Uniplaces, Box, Dropbox, Caviar, Prezi, Edmunds, Vaniday, Wahoo Fitness, Surveypal, Whistle, ZipRecruiter

Avaya IX Contact Center vs. TalkDesk