TrustRadius: an HG Insights company

Google Cloud Contact Center AI vs. Talkdesk

Save this comparison

Save this comparison

Google Cloud Contact Center AI

34 Reviews and Ratings

Talkdesk

664 Reviews and Ratings

Add Product

Recommended Comparisons

    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Google Cloud Contact Center AI

    Score7 out of 10
    		N/AGoogle has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A

    Talkdesk

    Score8.6 out of 10
    		N/ATalkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.

    $85

    per month per user

    Pricing
    Google Cloud Contact Center AITalkdesk
    Editions & Modules
    No answers on this topic
    CX Cloud Digital Essentials
    $85
    per month per user
    CX Cloud Voice Essentials
    $105
    per month per user
    CX Cloud Elite
    $145
    per month per user
    CX Cloud Elite
    $165
    per month per user
    Industry Experience Clouds
    $225
    Offerings
    Pricing Offerings
    Google Cloud Contact Center AITalkdesk
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details—*Talkdesk also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.
    More Pricing Information
    Community Pulse
    Google Cloud Contact Center AITalkdesk
    Considered Both Products
    Google
    Genevieve Flannery
    Engagement Coach in Social Media at STARTEK (Automotive, 501-1000 employees)
    Chose Google Cloud Contact Center AI
    Google Cloud Contact Center AI allows more versatility than NICE CXone. CXone also does not offer virtual agents. CXone is a little more robust in terms of handling large call volumes without a hiccup, but since Google is better able to route calls, volume increases are easily …
    Incentivized
    Talkdesk
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Google Cloud Contact Center AITalkdesk
    Contact Center Software
    Comparison of Contact Center Software features of Google Cloud Contact Center AI and Talkdesk
    Feature
    Google Cloud Contact Center AI
    8.4
    13 Ratings
    Talkdesk
    7.7
    470 Ratings
    Agent dashboard8.513 Ratings7.5450 Ratings
    Validate callers7.911 Ratings8.7397 Ratings
    Outbound response8.211 Ratings7.0413 Ratings
    Call forwarding8.611 Ratings7.0403 Ratings
    Click-to-call (CTC)8.911 Ratings8.6375 Ratings
    Warm transfer8.810 Ratings8.8425 Ratings
    Predictive dialing8.39 Ratings8.3219 Ratings
    Interactive voice response8.411 Ratings8.2300 Ratings
    REST APIs7.211 Ratings8.1236 Ratings
    Call scripts8.111 Ratings7.0213 Ratings
    Call tracking8.411 Ratings8.3418 Ratings
    Multichannel integration8.712 Ratings7.5305 Ratings
    CRM software integration8.711 Ratings5.8361 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Google Cloud Contact Center AI and Talkdesk
    Feature
    Google Cloud Contact Center AI
    8.5
    13 Ratings
    Talkdesk
    8.5
    456 Ratings
    Inbound call routing8.312 Ratings8.2416 Ratings
    Omnichannel inbound routing8.111 Ratings8.2299 Ratings
    Recording8.813 Ratings9.0440 Ratings
    Quality management8.911 Ratings9.0400 Ratings
    Call analytics9.012 Ratings8.2414 Ratings
    Historical reporting9.011 Ratings9.2421 Ratings
    Live reporting8.410 Ratings8.3413 Ratings
    Customer surveys8.18 Ratings7.9230 Ratings
    Customer interaction analytics8.410 Ratings8.2265 Ratings
    User Ratings
    Google Cloud Contact Center AITalkdesk
    Likelihood to Recommend
    8.5
    (13 ratings)
    8.4
    (483 ratings)
    Likelihood to Renew
    9.0
    (1 ratings)
    8.5
    (37 ratings)
    Usability
    9.0
    (1 ratings)
    8.5
    (299 ratings)
    Availability
    -
    (0 ratings)
    10.0
    (7 ratings)
    Performance
    -
    (0 ratings)
    10.0
    (7 ratings)
    Support Rating
    -
    (0 ratings)
    6.6
    (130 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (2 ratings)
    Online Training
    -
    (0 ratings)
    9.0
    (5 ratings)
    Implementation Rating
    -
    (0 ratings)
    7.4
    (217 ratings)
    Configurability
    -
    (0 ratings)
    10.0
    (7 ratings)
    Ease of integration
    -
    (0 ratings)
    10.0
    (1 ratings)
    Product Scalability
    -
    (0 ratings)
    10.0
    (7 ratings)
    Vendor post-sale
    -
    (0 ratings)
    9.1
    (3 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    9.1
    (3 ratings)