Home > Call Center Software > TalkDesk > TalkDesk vs AVOXI

TalkDesk vs AVOXI

Last Updated: November 18th, 2024

Our analysts compared TalkDesk vs AVOXI based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Talkdesk is an AI and cloud-based call center software that helps businesses build stronger customer relationships. Empower agents with a 360-degree customer view, more personalized conversations and improved conversion and first-contact resolution rates. Its capabilities include integration with over 20 business tools such as Zendesk, Salseforce, Desk.com, Slack and more. Other capabilities include automated workflows, skill-based routing and live reporting.

Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.

$85/User, Monthly

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$99 Monthly

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Tailored to your specific needs

Small

Medium

Large

Small

Medium

Large

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Mac

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Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

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Product Insights

Efficiency: Optimize and automate critical support processes with capabilities such as customer self-service, mitigate fraud, empower agents and operationalize AI.
Maximize Revenue: Coach agents to become trusted advisers, driving customer acquisition, revenue growth and workers to better contribute to the bottom line.
Customer Loyalty: Connect with customers thoughtfully, predictively and proactively to improve relationship growth and customer lifetime value.
Fuel Innovation and Collaboration: Convert, mine and transform the company's data into critical and informed recommendations. Amplify customer voice to inspire compelling strategies, cross-functional alignment and enterprise collaboration.
Enhanced Net Promoter Score: Ensure employees represent the company, its values and policies consistently and appropriately so customers know what brand stands for. Promote brand enhancement and employee engagement and cut acquisition costs by winning customers' trust and converting them to the brand's best advocates.
Proactive Engagement: Turn the contact center into a profit center by anticipating customer needs and responding with personalized answers, offers and actions.
Allow Customers to Find Instant Solutions: Deliver fast, 24/7 support service with an automated and convenient self-service experience. Use AI-powered tools to allow clients to engage in a natural and two-way interaction using Virtual Agent. Provide answers to common questions via a fully customizable, AI-powered knowledge base using self-service portal. Transfer customers automatically to a live agent whenever virtual systems detect complex issues.
Empower Agents: Offer agents a personalized assistant that learns, listens and assists in every customer conversation. Deliver contextual recommendations, automated assistance and subsequent best actions during digital chats or live calls. Speed up resolution times, reduce pressure on managers and supervisors during live sessions and improve employee engagement.

Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.

CX Cloud And Enterprise Cloud:
- CX Strategy and Services: Build a business case for modernizing customer experience through implementation methodology and training, adoption and support services.
- Employee Engagement: Elevate workforce engagement strategy with an integrated user experience for managing, training, coaching and empowering agents.
- Employee Collaboration: Deliver a world-class customer service by integrating all communications solutions, orchestrating talents and expertise across the company.
- Customer Engagement: Provide a seamless experience across phone and digital channels, so customers don’t have to repeat information.
- Knowledge Management: Grow, format, refine and orchestrate information in tools such as agent assist and a self-service portal. Use cognitive search to enhance users’ search queries and dig relevant information from diverse and multiple data sets to help agents resolve issues faster.
- Workforce Management: Combine powerful automation and AI with an intuitive user experience to optimize scheduling and staffing decisions, deliver better agent experience and reduce administrative effort.
Workforce Engagement:
- Interaction Recording: Get a complete view of every customer touchpoint with synchronized screen and voice recording, time-stamped annotation and responsive waveform playback.
- Conversations Mobile App: Engage with customers anywhere, any time, and deliver excellent support on the go.
Omnichannel Engagement: Talk with prospects on any channel, personalize each interaction, carry conversations from one channel to another, keeping the context across every channel. Take advantage of capabilities including voice engagement, outbound engagement, digital engagement, orchestration & routing, agent workspaces and mobile apps, omnichannel feedback and agent assistance.
Work-From-Home Enabled: Take control of a hybrid and remote workforce and mitigate the risk of a distributed workforce, including negligence, insider threats and system performance issues with Guardian. Always have a birds-eye view of the quality of the agent's connection, who is logged in and an entire history of all communication activity.
Flexible Deployment Options: Offer flexible deployment options via microservices-based and cloud-native architecture. Store critical data anywhere, leverage private cloud storage and maximize telephony investments.
Customer Experience Analytics:
- Interaction Analytics and Sentiments: Empower teams to support customers better by surfacing key conversation moments, sentiment, topics and discerning customer intent.
- Real-Time Sensors and Automation: Proactively identify client’s issues anytime and address sensitive or negative situations before they escalate.
- Survey and Feedback Analytics: Go from real-time feedback to resolution quickly with fast and simple surveys.
- Data APIs: Improve customer satisfaction rates by integrating historical and real-time call center metrics into CRM, BI systems, case management and more.

Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface.
Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics.
Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates.
IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates.
Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs.
Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding.
SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide.
WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration.
Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback.
Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes.
Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot.

Product Ranking

#11

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#67

among all
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Analyst Rating Summary

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User Sentiment Summary

89%

of users recommend this product

TalkDesk has a 'great' User Satisfaction Rating of 89% when considering 3750 user reviews from 6 recognized software review sites.

95%

of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

4.9 (25)

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4.4 (1552)

4.6 (4)

4.54 (691)

4.76 (50)

4.5 (669)

4.7 (33)

4.5 (409)

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4.1 (404)

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Awards

Synopsis of User Ratings and Reviews

Integrations: Talkdesk integrates with popular CRMs and helpdesk platforms, which allows for a more streamlined workflow and improved agent productivity.

Customization: The platform is highly customizable, allowing businesses to tailor it to their specific needs. This includes the ability to create custom reports, dashboards, and workflows.

Scalability: Talkdesk is a cloud-based platform, which means it can easily scale to meet the needs of growing businesses. This is a major advantage over on-premises call center solutions, which can be difficult and expensive to scale.

Ease of Use: The platform is designed to be user-friendly, even for those with no prior experience with call center software. This makes it easy for businesses to get up and running quickly.

Reporting and Analytics: Talkdesk provides a wide range of reporting and analytics tools, which give businesses insights into their call center performance. This information can be used to improve agent productivity, customer satisfaction, and overall call center efficiency.

Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.

Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.

Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.

Reporting Issues: Some users have expressed frustration with Talkdesk's reporting capabilities, finding the platform's reports to be cumbersome and lacking in customization options. Generating specific reports or accessing granular data can be challenging, hindering effective performance analysis and decision-making.

Integrations: Integrating Talkdesk with other business tools and systems can be complex and require significant technical expertise. Users have reported difficulties with setting up and maintaining integrations, leading to inefficiencies and data silos.

User Interface: The user interface of Talkdesk has been described as clunky and outdated by some users. Navigating the platform and accessing features can be unintuitive, impacting agent productivity and overall user experience.

Customer Support: While Talkdesk offers customer support, some users have reported challenges in receiving timely and effective assistance. Long wait times and difficulties in reaching knowledgeable support representatives have been cited as concerns.

Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.

TalkDesk generally receives positive feedback, with many users highlighting its user-friendly interface and robust features as major strengths. The platform's ease of use makes it simple for agents to navigate and manage calls efficiently, while its extensive functionality caters to diverse business needs. TalkDesk's reporting and analytics capabilities are also highly praised, providing valuable insights into call center performance and customer interactions. However, some users mention occasional glitches and technical issues, emphasizing the importance of ongoing maintenance and support. Compared to competitors like Five9 and Genesys, TalkDesk stands out for its cloud-based nature, scalability, and competitive pricing, making it an attractive option for businesses of all sizes. Its flexibility allows for easy integration with other business tools, further enhancing its value proposition. TalkDesk is particularly well-suited for businesses seeking a reliable, feature-rich, and scalable call center solution that prioritizes user experience and data-driven insights. Its cloud-based architecture ensures accessibility and adaptability, while its comprehensive features empower businesses to optimize customer interactions and enhance overall efficiency.

Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

Screenshots

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FAQ

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