Talkdesk vs CTM

Salesforce Sales Cloud

Zendesk Suite

LiveAgent

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Award-winning live chat, help desk, ticketing and call center software with powerful AI features. Start for free with a 30-day trial.

The customer support is exceptional have had several personal customization aspects I wanted to be added to the software and not only was customer support efficient, reliable, and effective they were always on top of my issue.

Company Director

Second, the customer service is excellent and the team is always willing to help with any problem or questions that I have.

Self-service management. One-click integrations with Salesforce, Zendesk, Desk.com and many others. No phones, hardware, downloads or coding required.

Access Controls/Permissions

Activity Dashboard

Activity Tracking

Agent Interface

AI Copilot

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Answering Machine Detection

Archiving & Retention

Auto-Dialer

Automated Routing

Automatic Call Distribution

Automatic Outbound Dialer

Blended Call Center

Callback Scheduling

Call Center Management

Call Conferencing

Caller ID

Call List Management

Call Logging

Call Monitoring

Call Queues

Call Recording

Call Routing

Call Screening

Call Scripting

Call Tagging

Call Tracking

Call Transfer

Campaign Management

Chat/Messaging

Collaboration Tools

Computer Telephony Integration

Contact Database

Contact Management

Customer Database

Customer Experience Management

Customer History

Customer Journey Mapping

Customer Surveys

Customizable Reports

Dashboard

Data Import/Export

Employee Coaching Tools

Employee Scheduling

Event Triggered Actions

For Call Centers

Generative AI

Inbound Call Center

Integrations Management

Interaction Tracking

Knowledge Base Management

Labor Forecasting

Leaderboards

Lead Management

List Management

Manual Dialer

Monitoring

Multi-Channel Communication

Multiple Scripts

On-Demand Recording

Online Voice Transmission

Outbound Call Center

Performance Management

Performance Metrics

Phone Key Input

Predictive Dialer

Process/Workflow Automation

Progressive Dialer

Quality Management

Queue Management

Real-Time Analytics

Real-Time Data

Real-Time Monitoring

Real-Time Notifications

Real-Time Reporting

Real-Time Updates

Recording

Reporting/Analytics

Reporting & Statistics

Scheduled Recording

Sentiment Analysis

SIP Trunking

SMS Messaging

Support Ticket Management

Text to Speech

Third-Party Integrations

Unified Communications

Video Conferencing

Voice Customization

Voice Mail

Voicemail Transcription

VoIP

VoIP Connection

Workforce Management

Reviewers indicate Talkdesk offers a strong balance of features and affordability, and some users say its cost-effectiveness stands out against competitors. However, some reviewers feel the pricing structure is inflexible, and users report concerns about unexpected charges.

Value for money

Reviews for Talkdesk come from a wide variety of industries, including computer software (11% of reviewers), financial services (8%), and consumer services (8%). The most frequent use case for Talkdesk cited by reviewers is call center operations (60% of reviewers).

Talkdesk

Web-based

iPhone

Linux

iPad

Android

Windows

Aircall

Five9

NiCE CXone

Dialpad

UJET

Genesys Cloud CX

Twilio

Vonage Contact Center

CX CLOUD DIGITAL ESSENTIALS

 CX CLOUD ESSENTIALS

CX CLOUD ELEVATE

CX CLOUD ELITE

Noticeable call latency

81% of reviewers feel negative about Talkdesk’s call delay. Reviewers report experiencing noticeable lags between speaking and the other party hearing the message, which can lead to interruptions and talking over each other. They say delays sometimes occur when connecting or answering calls, affecting the flow of conversations. Users indicate that call latency can slow down their workflow, especially during high call volumes or when working remotely. Some reviewers find that these delays disrupt their ability to provide timely customer service.

Frequent call disconnections

79% of reviewers feel negative about Talkdesk’s call drops. Users report that calls sometimes disconnect unexpectedly, requiring them to restart calls or reset settings. They say dropped calls disrupt important conversations and can lead to missed opportunities or customer frustration. Reviewers indicate that these issues occur both during regular and three-way calls, and sometimes require restarting the application or device. Some users mention that call drops are particularly problematic during high-priority meetings or when handling customer support.

Inconsistent audio experience

57% of reviewers feel negative about Talkdesk’s sound quality. Users report intermittent audio issues, such as robotic or muffled sounds, background noise, and choppy calls. They say that sound settings sometimes reset or do not work well with all headsets, causing frustration. Reviewers indicate that poor audio quality can make it difficult for customers to hear them clearly, impacting the effectiveness of their conversations. Some users mention that adjusting hardware or software settings does not always resolve these sound problems.

Unstable network connectivity

60% of reviewers feel negative about Talkdesk’s connection issues. Reviewers report that call quality and connectivity depend heavily on internet strength, leading to spotty service if the network is weak. They say connectivity problems can cause calls to drop, audio to cut out, or make it difficult to answer calls. Users indicate that these issues are more frequent when using public Wi-Fi or with certain mobile providers. Some reviewers find that connection instability can hinder their ability to communicate effectively with customers.

Recurring software glitches

The web-browser based version occasionally hangs (nonresponsive) and a page reload is required, even though we are using a modern computer and modern browser.  

49% of reviewers feel negative about Talkdesk’s bugs and issues. Reviewers report experiencing occasional crashes, freezes, and glitches that require restarting the application or reloading the page. They say technical problems, such as synchronization errors or outages, can disrupt their workflow and cause downtime. Users indicate that troubleshooting these issues can be time-consuming and sometimes requires repeated contact with support. Some reviewers find that recurring bugs make it challenging to rely on the software for uninterrupted daily operations.

Intuitive platform navigation

Graduate Student 

The user interface is intuitive and easy to navigate, and agents can easily switch between channels.

97% of reviewers feel positive about Talkdesk’s navigation. Users appreciate the intuitive and user-friendly interface, which makes it easy to find features and complete tasks quickly. They say the clean design and organized dashboard help both new and experienced users access necessary information without confusion. Reviewers indicate that the simplicity of navigation reduces training time and allows agents to switch between channels or functions efficiently. Some users mention that having everything in one place streamlines their workflow and improves overall productivity.

Quick and simple setup

95% of reviewers feel positive about Talkdesk’s setup process. Reviewers appreciate that installation is straightforward and does not require extensive technical knowledge or hardware. They say the platform is easy to deploy across teams and integrates smoothly with existing services. Users think the clear setup process allows them to get started quickly, minimizing downtime. Some reviewers find that the ability to install and configure Talkdesk on various devices supports flexibility and helps new users adapt to the system with minimal effort.

Consistent service performance

97% of reviewers feel positive about Talkdesk’s reliability. Reviewers appreciate that the platform consistently delivers stable service with minimal downtime, which is crucial for their daily operations. They say the software’s cloud-based nature allows them to access it from anywhere, and they rarely encounter service interruptions. Users indicate that Talkdesk’s reliability gives them confidence in handling business communications, ensuring they can always access the information they need. Some users mention that the system’s stability and resilience are especially important for maintaining productivity and meeting customer expectations.

Comprehensive feature set

The dashboard feature to be able to see agents, as well as their current status is also incredibly helpful.

95% of reviewers feel positive about Talkdesk’s features. Users appreciate the wide range of functionalities, such as call recording, dashboards, and customizable options, which allow them to tailor the platform to their business needs. They say frequent updates and new feature releases keep the software relevant and useful. Reviewers indicate that integrations, especially with tools like Salesforce, add significant value. Some users mention that the platform avoids unnecessary features, focusing instead on practical tools that enhance their workflow and support efficient call management.

Streamlined daily operations

Customer Relations

As simple as the Talkdesk system is, the thing I enjoy most is the practicality of the system as a whole.

97% of reviewers feel positive about Talkdesk’s ease of use. Reviewers appreciate how the platform simplifies their work processes, making it straightforward to manage calls and access analytics. They say the intuitive design allows for quick onboarding and enables them to adapt to changing business needs. Users think the software’s flexibility and practical layout help boost productivity and efficiency. Some reviewers find that the ease of use supports remote work and allows for seamless multitasking, which is important for their business operations.

Pharmacist

It works most of the time, however, it glitches often enough and doesn't dial certain leads, which otherwise are dialable in other systems or even in Talkdesk at a different time.

It lacks some features that would be helpful for multiple leads dialing, namely no predictive dialer, which would increase efficiency.

I like that it works most of the time and integrates well with Salesforce.

Strategy Coordinator

Additionally, having to have a window for our CRM system and a seperate window for Talkdesk can be a little frustrating - I do with the integration was a little more smooth.

The two tools worked together flawlessly to allow customers to call us, which is what we needed from a call tool.

APD Resolution Specialist

It's not easy to transfer the caller with a person on the back line. And it tends to go offline sometimes.

owner

Talkdesk is innovative and efficient for taking calls within my company.

Senior Product Designer

Furthermore, seamless integration with Zendesk enables the efficient handling of digital support tickets, with a straightforward implementation process.

This can be easily copy and paste onto the customers profile.

The tutorial to use the feature and the fact that it's user friendly.

Client Operations Supervisor

I also like how it is very easy to use as an admin.

Talent - Payroll Specialist

It is a great platform for inbound and outbound calling and I would definitely recommend it for beginners since it is easy to learn.

Agent/World’s Best Boss

Streamline and speed up the difficulties of your usual procedure without affecting your intentions. If you wish, you may use its display mode or position it where you want it on the screen.

Talkdesk is most optimal for companies that have a lot of knowledge and equally display to staff/management when it is available and when it is not.

Easy to take notes and gather data about calls.

When you log out, if you do not update your status to Offline, it will remain operative until the next time you log in.

Business Consultant

I have used other systems since and this one seems to be the most stable for doing it's core function - facilitating inbound/outbound calls.

Talkdesk is used as the main application for new and old customer contact accounts.

Customer Service Manager

From VoIP to call center management and call tracking, Talkdesk has it all and this makes it great.

Talkdesk integrates with a wide range of third-party applications, such as Salesforce, Zendesk, and Shopify, allowing businesses to easily sync data across multiple platforms.

All my colleague learned fast to use the system due its intuitive build.

Renewals and Expansion Manager

It allows me to have a work phone number and dialing system to communicate with my clients easily, as well as monitor calls coming in via the Caller ID feature.

Senior Director Sales Marketing

Our marketing team now has much more time on their hands, and we have no plans to return to our previous, ineffective VOIP for business campaign.

Its omnichannel support, customizability, integration capabilities, and reporting and analytics make it an excellent choice for businesses of all sizes.

App deployment was very easy and support was very fast and helpful when needed help.

Shift manager

This is absolutely the number 1 program to use there's endless ways this platform helps with all  your customer support/needs/wants and more honestly we use it at my job for call monitoring and call for other customer care solutions don't pass this up you won't be let down for sure

Customer Service Representative 

Moreover, having an automatic refresh method would be helpful rather than constantly having to manually reload the login page after accessing Callbar and logging in by clicking the Talkdesk logo above each screen tab.

Talkdesk does not offer some advanced features that other contact center software may provide, such as speech analytics or AI-powered chatbots.

Marketing Specialist

Flexible customization options, advanced analytics and reporting, and integrations with other business tools.

We weren't able to integrate it with other systems as much as we would have liked to.

Team Lead

I really like the interface when it come to CSAT (sentiments) it runs reports for you and you can view and monitor what an agent is doing

Talkdesk vs CTM Comparison (2026)

Talkdesk

CTM

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives