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Siebel Contact Center vs TalkDesk comparison

Oracle and TalkDesk are both solutions in the Contact Center Platforms category. Oracle is ranked #8 with an average rating of 8.0, while TalkDesk is ranked #4 with an average rating of 8.3. Oracle holds a 1.2% mindshare in CCP, compared to TalkDesk’s 3.8% mindshare. Additionally, 100% of Oracle users are willing to recommend the solution, compared to 100% of TalkDesk users who would recommend it.
Siebel Contact Center
Read 1 Siebel Contact Center review
  • 46 Views
  • 33 Comparison Views
100% willing to recommend
TalkDesk
Read 10 TalkDesk reviews
  • 156 Views
  • 88 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Siebel Contact Center and TalkDesk based on real PeerSpot user reviews.

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Contact Center Platforms
December 2024
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Categories and Ranking

Siebel Contact Center
Ranking in Contact Center Platforms
8th
Average Rating
8.0
Number of Reviews
1
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
10
Ranking in other categories
Contact Center as a Service (CCaaS) (5th)
 

Mindshare comparison

As of December 2024, in the Contact Center Platforms category, the mindshare of Siebel Contact Center is 1.2%, up from 0.8% compared to the previous year. The mindshare of TalkDesk is 3.8%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms
 

Featured Reviews

reviewer2492265 - PeerSpot reviewer
Has efficient automation features and the ability to integrate with multiple systems
The initial setup is quite difficult for the latest versions from 2020 and beyond and can take about four to five hours. It can now be deployed on the cloud. Oracle offers the same images for on-premise and cloud deployments, making it easy to switch between the two. I created the docker image using VM and completed the setup in a few hours.
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TANMAY AKHADE - PeerSpot reviewer
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

"You can integrate it with various systems for batch processing and other configurations."
"TalkDesk enhanced customer service with AI."
"With TalkDesk, you get to use TalkDesk Studio, which allows you to easily create outbound campaigns, and I am very happy with it."
"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."
"The initial setup was straightforward."
"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 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."
"The solution is quite user-friendly."
"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."
More TalkDesk pros
 

Cons

"The product can be complicated to develop, as many methods exist to achieve solutions."
"One area of improvement is the customization options for cloud storage."
"The solution lacks some features for outbound campaigns compared to other providers."
"There is room for improvement in the flexibility of the dashboard and reporting customization."
"The product must automate certain features so the agents do not have to do things manually."
"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 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 solution's reporting feature is sometimes delayed and could be improved."
More TalkDesk cons
 

Pricing and Cost Advice

"The platform is expensive."
"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
Retailer
14%
Energy/Utilities Company
12%
Computer Software Company
12%
Non Profit
12%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What is your experience regarding pricing and costs for Siebel Contact Center?
The platform is expensive. Many metrics for these licenses are mainly user-based, which makes it quite costly. I rate the pricing a ten.
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What needs improvement with Siebel Contact Center?
The product can be complicated to develop, as many methods exist to achieve solutions. This complexity can make it challenging to find the right approach. Also, AI integration could be expanded.
See all answers
What is your primary use case for Siebel Contact Center?
Our customers use it to store all their customer data and manage their processes. The Contact Center integrates with the CTI platform so that when a customer calls, the agent has access to the cust...
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What is your experience regarding pricing and costs for TalkDesk?
TalkDesk's pricing is with the investment.
See all answers
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...
See all answers
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.
See all answers
 

Comparisons

Amazon Connect vs Siebel Contact Center Logo
Amazon Connect vs Siebel Contact Center
Compared 100% of the time
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Five9 vs TalkDesk Logo
Five9 vs TalkDesk
Compared 100% of the time
More TalkDesk Competitors
 

Product Reports

Buyer's Guide
Contact Center Platforms
December 2024
Siebel Contact Center reportDownload Siebel Contact Center product report
Buyer's Guide
TalkDesk
October 2024
TalkDesk reportDownload TalkDesk product report
 

Learn More

Oracle
Video not available
TalkDesk
 

Overview

Oracle's Siebel Contact Center transforms a business's call center into an integral part of its total sales, marketing, and service delivery strategy. The application enables agents to handle service, support, and sales interactions seamlessly across all communication channels. As a result, businesses can reduce costs while enhancing service delivery.

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

Southwest Airlines Co., Smiles S.A., Telekom Deutschland GmbH, Turk Telekom, Contact Management Center A.S., City of Atlanta, Ricoh Europe plc., City of Atlanta, BT
Anki, Beautylish, Chic by Choice, Uniplaces, Box, Dropbox, Caviar, Prezi, Edmunds, Vaniday, Wahoo Fitness, Surveypal, Whistle, ZipRecruiter
Buyer's Guide
Contact Center Platforms
December 2024
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We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.