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Talkdesk vs CTM Comparison (2026)
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Good recommendations?
Overview
Talkdesk® combines enterprise CCaaS with CXA to manage interactions and automate resolution. CXA builds agentic AI agents with natural language and uses multi-agent orchestration to coordinate the human-AI workforce across systems. CXA works with any contact center.
CTM provides conversation analytics software that helps businesses track which marketing campaigns drive conversions across calls, chats, forms, and texts. The platform features AI-driven insights that analyze customer conversations to uncover preferences and behaviors, while offering workflow automation tools to streamline sales pipelines through intelligent call routing and lead management capabilities.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
Pricing
User reviews
4.5
734
5
4
3
2
1
459
225
35
7
8
- Value for money
- Ease of use
- Features
- Customer support
83%
would recommend this app4.7
159
5
4
3
2
1
118
32
6
1
2
- Value for money
- Ease of use
- Features
- Customer support
83%
would recommend this appPros
“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.”
OD
Olga D.
Pharmacist
“It lacks some features that would be helpful for multiple leads dialing, namely no predictive dialer, which would increase efficiency.”
OD
Olga D.
Pharmacist
“The two tools worked together flawlessly to allow customers to call us, which is what we needed from a call tool.”
RL
Rebecca L.
Strategy Coordinator
Pros
“Even when we had some issues with the app they were very patient in helping understand the problem and fixed it for us. Since they have a ton of features like call handling, forwarding, routing, whispers, call queues and IVRs and we use almost all of them, billing can be a headache. But you can get around it by again calling their billing support and they have helped me understand billing in an easy way.”
Loganathan V.
MIS Infrastructure Support Engineer
“I love the feature that eventhough I did returned my number, it still allows me to create reports and get the number of calls I got when I had that number.”
Loganathan V.
MIS Infrastructure Support Engineer
“I could not imagine going back and losing insights like customizable reporting, agent stats, live call listening, automated text messages, and ease of purchasing new numbers.”
SM
Sean M.
Director of Admissions
Cons
“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.”
RL
Rebecca L.
Strategy Coordinator
“It's not easy to transfer the caller with a person on the back line. And it tends to go offline sometimes.”
MH
Makeda H.
APD Resolution Specialist
“Talkdesk does not offer some advanced features that other contact center software may provide, such as speech analytics or AI-powered chatbots.”
NS
Natalie S.
Graduate Student
Cons
“The only concern I had with CTM was that agency accounts can't have more than one sub accounts open and reports at the same time.”
Loganathan V.
MIS Infrastructure Support Engineer
“Th learning curve is steep for some, and it has a ton of settings that you might not ever touch.”
MM
Mitchell M.
Director of Paid Media
“It's hard to narrow down the exact cost.”
EX
Emilio X.
Marketing
- Vendor responds to reviews
- Last reviewa month ago
- Vendor responds to reviews
- Last review2 months ago
Key features
- Total features180
- 2-Way Messaging
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- AI/Machine Learning
- API
- Access Controls/Permissions
- Access Management
- Activity Dashboard
- Activity Monitoring
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Administrator Access
- Agent Availability
- Agent Interface
- Agent Scheduling and Assignment
- Agent Self-Service
- Agentic Task Execution
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Anonymity
- Answering Machine Detection
- Application Management
- Approval Process Control
- Archiving & Retention
- Artificial Intelligence
- Attendance Management
- Audio Capture
- Auditing
- Augmented Analytics
- Auto-Dialer
- Automated Responses
- Automated Routing
- Automated Ticket Resolution
- Automatic Call Distribution
- Automatic Outbound Dialer
- Automatic Transcription
- Automation
- Autonomous Task Execution
- Autoresponders
- Blended Call Center
- Branding
- CRM
- CRM Integration
- Calibration
- Call Analysis
- Call Back
- Call Center Management
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Prioritization and List Optimization
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scoring
- Call Scripting
- Call Scrubbing
- Call Tagging
- Call Tracking
- Call Tracking Metrics
- Call Transcription
- Call Transfer
- Call Whispering
- Callback Scheduling
- Caller ID
- Caller Profiles
- Campaign Analytics
- Campaign Management
- Campaign Planning
- Campaign Scheduling
- Campaign Segmentation
- Campaign Specific Caller ID
- Canned Responses
- Categorization/Grouping
- Chat/Messaging
- Chatbot
- Client Portal
- Co-Browsing
- Code-free Development
- Collaboration Tools
- Collection of information
- Communication Management
- Communications Management
- Community Forums
- Compliance
- Compliance Monitoring
- Compliance Tracking
- Computer Telephony Integration
- Concurrent Calling
- Conferencing
- Configurable Workflow
- Contact Database
- Contact Management
- Contextual Engagement
- Contextual Guidance
- Contextual Response Generation
- Control
- Conversation Archiving
- Conversational AI
- Conversion Tracking
- Cross Channel Attribution
- Cross platform compatibility
- Cross-system Integration
- Customer Communication
- Customer Database
- Customer Experience Management
- Customer History
- Customer Interaction Automation
- Customer Journey Mapping
- Customer Profiles
- Customer Scoring
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Customizable speech
- Customization
- Dashboard
- Dashboards
- Data Governance
- Data Import/Export
- Data Security
- Data Transport
- Data Workflows
- Database Management
- Decision Making
- Decision Trees
- Document Processing
- Document Storage
- Drip sequences
- Email Alerts
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Database
- Employee Management
- Employee Reward Programs
- Employee Scheduling
- Employee Time Tracking
- Encrypted communication
- Engagement Tracking
- Escalation Handling
- Evaluation
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Fax Management
- Feedback
- Feedback Collection
- Feedback Management
- File Sharing
- File Transfer
- For Call Centers
- For Contact Centers
- For Sales Teams/Organizations
- For Sales/Marketing
- Forecasting
- Generative AI
- Geotargeting
- HIPAA Compliant
- Help Desk Management
- Human-in-the-loop (HITL)
- IVR
- Inbound Call Center
- Inbound Screen Pop
- Independent Decision Making
- Inquiry Routing
- Integrations
- Integrations Management
- Intelligent Routing
- Intelligent Search
- Intent Recognition
- Interaction Tracking
- Intraday Management
- Inventory Management
- Issue Management
- KPI Monitoring
- Keyword Filtering
- Keyword Tracking
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Labor Forecasting
- Language
- Language Detection
- Lead Capture
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- List Management
- Live Chat
- Manual Dialer
- Mass Texting
- Mobile Access
- Monitoring
- Multi-Campaign
- Multi-Channel Communication
- Multi-Channel Marketing
- Multi-Touch Attribution
- Multi-User Collaboration
- Multiple Scripts
- Natural Language Processing
- On-Demand Recording
- One-to-One Messaging
- Outbound Call Center
- Performance Management
- Performance Metrics
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Quality Assurance
- Quality Management
- Queue Management
- ROI Tracking
- Real-Time Analytics
- Real-Time Data
- Real-Time Monitoring
- Real-Time Reporting
- Real-time Conversations
- Recording
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- SMS Messaging
- Scheduled Messaging
- Self-Service Search
- Shortcodes
- Social Media Integration
- Spam Blocker
- Speech-to-Text Analysis
- Tagging
- Text to Speech
- Third-Party Integrations
- Visitor Tracking
- VoIP Connection
- Voice Customization
- Voice Mail
- Workforce Management
- Total features126
- 2-Way Messaging
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- AI/Machine Learning
- API
- Access Controls/Permissions
- Access Management
- Activity Dashboard
- Activity Monitoring
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Administrator Access
- Agent Availability
- Agent Interface
- Agent Scheduling and Assignment
- Agent Self-Service
- Agentic Task Execution
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Anonymity
- Answering Machine Detection
- Application Management
- Approval Process Control
- Archiving & Retention
- Artificial Intelligence
- Attendance Management
- Audio Capture
- Auditing
- Augmented Analytics
- Auto-Dialer
- Automated Responses
- Automated Routing
- Automated Ticket Resolution
- Automatic Call Distribution
- Automatic Outbound Dialer
- Automatic Transcription
- Automation
- Autonomous Task Execution
- Autoresponders
- Blended Call Center
- Branding
- CRM
- CRM Integration
- Calibration
- Call Analysis
- Call Back
- Call Center Management
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Prioritization and List Optimization
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scoring
- Call Scripting
- Call Scrubbing
- Call Tagging
- Call Tracking
- Call Tracking Metrics
- Call Transcription
- Call Transfer
- Call Whispering
- Callback Scheduling
- Caller ID
- Caller Profiles
- Campaign Analytics
- Campaign Management
- Campaign Planning
- Campaign Scheduling
- Campaign Segmentation
- Campaign Specific Caller ID
- Canned Responses
- Categorization/Grouping
- Chat/Messaging
- Chatbot
- Client Portal
- Co-Browsing
- Code-free Development
- Collaboration Tools
- Collection of information
- Communication Management
- Communications Management
- Community Forums
- Compliance
- Compliance Monitoring
- Compliance Tracking
- Computer Telephony Integration
- Concurrent Calling
- Conferencing
- Configurable Workflow
- Contact Database
- Contact Management
- Contextual Engagement
- Contextual Guidance
- Contextual Response Generation
- Control
- Conversation Archiving
- Conversational AI
- Conversion Tracking
- Cross Channel Attribution
- Cross platform compatibility
- Cross-system Integration
- Customer Communication
- Customer Database
- Customer Experience Management
- Customer History
- Customer Interaction Automation
- Customer Journey Mapping
- Customer Profiles
- Customer Scoring
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Customizable speech
- Customization
- Dashboard
- Dashboards
- Data Governance
- Data Import/Export
- Data Security
- Data Transport
- Data Workflows
- Database Management
- Decision Making
- Decision Trees
- Document Processing
- Document Storage
- Drip sequences
- Email Alerts
- Email Management
- Email Templates
- Employee Coaching Tools
- Employee Database
- Employee Management
- Employee Reward Programs
- Employee Scheduling
- Employee Time Tracking
- Encrypted communication
- Engagement Tracking
- Escalation Handling
- Evaluation
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Fax Management
- Feedback
- Feedback Collection
- Feedback Management
- File Sharing
- File Transfer
- For Call Centers
- For Contact Centers
- For Sales Teams/Organizations
- For Sales/Marketing
- Forecasting
- Generative AI
- Geotargeting
- HIPAA Compliant
- Help Desk Management
- Human-in-the-loop (HITL)
- IVR
- Inbound Call Center
- Inbound Screen Pop
- Independent Decision Making
- Inquiry Routing
- Integrations
- Integrations Management
- Intelligent Routing
- Intelligent Search
- Intent Recognition
- Interaction Tracking
- Intraday Management
- Inventory Management
- Issue Management
- KPI Monitoring
- Keyword Filtering
- Keyword Tracking
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Labor Forecasting
- Language
- Language Detection
- Lead Capture
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- List Management
- Live Chat
- Manual Dialer
- Mass Texting
- Mobile Access
- Monitoring
- Multi-Campaign
- Multi-Channel Communication
- Multi-Channel Marketing
- Multi-Touch Attribution
- Multi-User Collaboration
- Multiple Scripts
- Natural Language Processing
- On-Demand Recording
- One-to-One Messaging
- Outbound Call Center
- Performance Management
- Performance Metrics
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Quality Assurance
- Quality Management
- Queue Management
- ROI Tracking
- Real-Time Analytics
- Real-Time Data
- Real-Time Monitoring
- Real-Time Reporting
- Real-time Conversations
- Recording
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- SMS Messaging
- Scheduled Messaging
- Self-Service Search
- Shortcodes
- Social Media Integration
- Spam Blocker
- Speech-to-Text Analysis
- Tagging
- Text to Speech
- Third-Party Integrations
- Visitor Tracking
- VoIP Connection
- Voice Customization
- Voice Mail
- Workforce Management
Integrations
- Total integrations33
- AB Tasty
- Acquisio
- Adobe Analytics
- Adobe Commerce
- AgencyAnalytics
- Agentforce
- CAKE
- Cloudflare
- Contactually
- Dazos CRM
- Dialogflow
- Dynamics 365
- EV Self Help
- ElevenLabs
- Facebook Business Suite
- Fin
- Freshpaint
- Front
- Genius Monkey
- Google Ads
- Google Analytics 360
- Google Calendar
- Google Data Studio
- Google Forms
- Google Marketing Platform
- Help Scout
- HubSpot CRM
- HubSpot Service Hub
- Instapage
- Jira
- Keap
- Kissmetrics
- Krisp
- Kustomer
- LeadSquared
- LiveChat
- MK
- Make
- Marin Software
- Marketo Engage
- Marketo Measure
- Meta for Business
- Microsoft Advertising
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- MonkeyLearn
- NetSuite
- Nimble
- NurenAI
- Olark
- OnePageCRM
- Oracle Service
- Outreach
- Pega Customer Decision Hub
- Pipedrive
- SAP Analytics Cloud
- Salesforce Marketing Cloud Account Engagement
- Salesforce Sales Cloud
- SendGrid
- Shopify
- Skai
- Slack
- Snapchat for Business
- Squirrel
- Stripe
- Sunwave
- Swydo
- Twilio
- Unbounce
- UserVoice
- VWO Testing
- ValueOps
- Verint Workforce Management
- Whatagraph
- Wix
- WordPress
- Workato
- Yalla
- Yext
- Zapier
- Zendesk AI
- Zendesk Suite
- Zoho Analytics
- Zoho CRM
- Zoom Workplace
- iOS14
- Total integrations56
- AB Tasty
- Acquisio
- Adobe Analytics
- Adobe Commerce
- AgencyAnalytics
- Agentforce
- CAKE
- Cloudflare
- Contactually
- Dazos CRM
- Dialogflow
- Dynamics 365
- EV Self Help
- ElevenLabs
- Facebook Business Suite
- Fin
- Freshpaint
- Front
- Genius Monkey
- Google Ads
- Google Analytics 360
- Google Calendar
- Google Data Studio
- Google Forms
- Google Marketing Platform
- Help Scout
- HubSpot CRM
- HubSpot Service Hub
- Instapage
- Jira
- Keap
- Kissmetrics
- Krisp
- Kustomer
- LeadSquared
- LiveChat
- MK
- Make
- Marin Software
- Marketo Engage
- Marketo Measure
- Meta for Business
- Microsoft Advertising
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- MonkeyLearn
- NetSuite
- Nimble
- NurenAI
- Olark
- OnePageCRM
- Oracle Service
- Outreach
- Pega Customer Decision Hub
- Pipedrive
- SAP Analytics Cloud
- Salesforce Marketing Cloud Account Engagement
- Salesforce Sales Cloud
- SendGrid
- Shopify
- Skai
- Slack
- Snapchat for Business
- Squirrel
- Stripe
- Sunwave
- Swydo
- Twilio
- Unbounce
- UserVoice
- VWO Testing
- ValueOps
- Verint Workforce Management
- Whatagraph
- Wix
- WordPress
- Workato
- Yalla
- Yext
- Zapier
- Zendesk AI
- Zendesk Suite
- Zoho Analytics
- Zoho CRM
- Zoom Workplace
- iOS14
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