Cisco Webex Contact Center vs TalkDesk comparison

Cisco Webex Contact Center

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Executive SummaryUpdated on Jul 14, 2024

TalkDesk and Cisco Webex Contact Center offer competitive solutions in the contact center market. TalkDesk takes the upper hand in user satisfaction for pricing and support, whereas Cisco Webex Contact Center stands out with its diverse features that users find justify the higher cost.

Features: TalkDesk is highly regarded for its ease of integration, call routing, and reporting capabilities. Cisco Webex Contact Center users praise its advanced analytics, multi-channel support, and security features.

Room for Improvement: Users have noted that TalkDesk could improve in areas like bug management and feature updates. For Cisco Webex Contact Center, common concerns include interface complexity and occasional performance issues.

Ease of Deployment and Customer Service: TalkDesk receives high marks for quick deployment and responsive customer service. Cisco Webex Contact Center, while noted for its deployment flexibility, has mixed reviews on customer support responsiveness.

Pricing and ROI: TalkDesk users often highlight its cost-effectiveness and strong ROI, while Cisco Webex Contact Center users mention its higher initial setup costs but note that its rich feature set brings significant long-term value.

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

Cisco Webex Contact Center vs. TalkDesk

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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

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

4th

Average Rating

8.6

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

TalkDesk

Ranking in Contact Center as a Service (CCaaS)

5th

Average Rating

8.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (4th)

Mindshare comparison

As of April 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 13.1%, down from 15.3% compared to the previous year. The mindshare of TalkDesk is 1.8%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS)

Featured Reviews

Ahmed Helmy

Sr. Director, Business Development & Sales Operations at connect professional services

Cloud simplifies deployment and expansion but needs more third-party options

If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.

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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

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."

"Cisco technical support is outstanding."

"The central management tool, Control Hub, holds significant value for the management team."

"I rate the product's scalability a ten out of ten."

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."

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

"TalkDesk enhanced customer service with AI."

"The initial setup was straightforward."

"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."

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

"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."

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

More TalkDesk pros

Cons

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."

"With the solution, I face issues when trying to use the screen share option."

"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."

"One area for improvement in TalkDesk is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, for IVR applications, it lacks certain features like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products. I also faced challenge was with call logging, as the system didn't perform well in retrieving and playing back call audio during development, although this might have been due to our specific setup or data volume."

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

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

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

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

"We faced issues with bulk SMS."

"Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure."

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

More TalkDesk cons

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

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

"TalkDesk's pricing is with the investment."

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Top Industries

By visitors reading reviews

Computer Software Company

20%

Financial Services Firm

12%

Healthcare Company

Government

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 do you like most about Cisco Webex Contact Center?

The central management tool, Control Hub, holds significant value for the management team.

What is your experience regarding pricing and costs for Cisco Webex Contact Center?

Webex is delivered through both the department and distributors. The cost depends on the distributor and the complexity of the project. The cost may be lower for fully integrated systems, whereas s...

What needs improvement with Cisco Webex Contact Center?

Clients typically seek value for money. When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in ...

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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Product Reports

Contact Center as a Service (CCaaS)

Download Cisco Webex Contact Center product report

Download TalkDesk product report

Also Known As

CC-One, BroadSoft CC-One

No data available

Overview

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

Cisco

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

AON, Office Depot, American Red Cross

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

Cisco Webex Contact Center vs. TalkDesk