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TalkDesk vs Plivo

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Our analysts compared TalkDesk vs Plivo 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
TalkDesk Software Tool
Plivo Software Tool
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Product Basics

Analyst Rating

81 Detailed Analysis

User Sentiment

Great User Sentiment (3750 Reviews)

Analyst Rating

we're gathering data
Detailed Analysis

User Sentiment

Excellent User Sentiment (578 Reviews)
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.
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Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.
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Small
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Small
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Large
Windows
Mac
Linux
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
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
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24/7 Live Support

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. 
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  • Boost SMS Capabilities: Get a minimum base rate of 40 SMS per second. Send text messages to thousands of people at high speed using SMS short codes (short numbers that can be read and remembered easily) 
  • Improve Call Functionalities: Make conference calls through an application and create/set up using the product's application API. Assign a number to this app and call that number to connect to a conference call. 
  • Optimize Inbound and Outbound Integration: Integrate existing phone systems or call center software. Make outbound calls, receive inbound calls and save call recordings, call logs and billing information. 
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  • 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. 
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  • SMS API 
    • Support: Communicate with customers in any language, including Japanese, Arabic and Chinese, along with emojis and symbols via built-in Unicode, GSM and character set support. 
    • Long Message Concatenation: Eliminate the chances of sending split messages and access automatically concatenated long messages seamlessly across global networks. 
    • Delivery Report Notification: Receive global delivery notification of messages in real time and track performance and delivery rates of accounts. 
    • Messaging Queuing: Send multiple messages in a single API request. 
    • MMS Rich Media Support: Send and receive videos, photos, picture clips and audio clips using the same phone number. 
    • Message Body Purging: Delete message content from the detail record and purge debug logs after 30 days. 
    • Data Protection: Get access to disable mask phone numbers and logging to protect personal information. 
    • Smart Rate Limiting: Stay docile with messaging frequency and regulations for source numbers in different countries. 
    • Automatic Opt-Out Handling: Handle replies such as cancel and stop on long codes automatically. 
    • Intelligent Message Encoding: Ensure delivery of messages to Unicode's unsupportive networks by replacing Unicode characters with similar GSM characters. 
    • Number Pooling: Boost delivery rate by spreading messages across many phone numbers to reach users in time. 
    • Conversion API: Ensure the best delivery with real-time feedback from the application. 
    • Local Match: Access a local number to send messages to users from different regions to improve read rates. 
  • Voice API 
    • Play Audio Prompts: Play pre-recorded audio files during live calls and create announcements, prompts or music on hold. 
    • Text-to-Speech: Speak with customers in 28 accents by choosing from a suite of SSML voices powered by Amazon Polly. 
    • Dual-Channel Call Recording: Record, retrieve and store calls. Recordings are stored encrypted and dual-channel by default. 
    • Custom Caller ID: Increase the connect rates for outbound calls and set a custom caller ID number that should show up on caller’s phones. 
    • Digit Input: Recognize digits from an agent’s keypads during a live call and control call flow based on the input. 
    • Global Conference Calling: Integrate audio conferencing and multi-party calls into apps and build advanced call center functionality. 
    • IVR Menus: Create IVR menus with text and audio for prompts. Direct customers to the right team, department or agent and build IVR applications with automatic speech recognition (ASR). 
    • Parallel and Sequential Dialing: Forward calls to various phones in sequential order or at once and build call hunting sequences. 
    • Supervisor Coaching: Improve agent performance by providing real-time coaching on live calls. 
    • Call Whisper: Announce customized whisper messages before the call gets answered by a support or sales agent. 
    • Answering Machine Detection: Detect whether a call got answered by a machine or human and plan future actions accordingly. 
    • Voicemail Transcription: Get access to real-time, premium and accurate voicemail transcriptions. 
    • Platform Queuing: Make several inbound calls with a single API request. 
    • Real-time Call Notification: Receive callbacks over webhooks in real time and get detailed information, including call status, duration and billing info using API. 
    • Detailed Debug Logs: Troubleshoot or debug issues faster by drilling down to the details to analyze root causes. 
    • Server Side SDKs: Program in any language with server-side SDKs in Java, Python, C#, PHP, Node.js and Golang 
    • Reusable Templates: Add strong functionality quickly with an array of ready-to-use templates. 
  • Zentrunk 
    • IP Authentication: Access or authenticate SIP trunks using IP credentials or authentication for added security. 
    • Encrypted Trunks: Secure trunks with Secure Real-Time Transport Protocol (SRTP) and Transport Layer Security (TLS). 
    • Fraud Protection and Alerts: Detect and get automatic alerts to any fraudulent activity on the account. 
    • Self-Service: Easily manage and access account analytics, SIP trunks and logs. 
    • Separated Trucks: Initiate easy traffic management and segmentation with the SIP domain. 
  • Phone Numbers 
    • Search: Look for prefixes or numbers ranging across more than 120 countries and refine results based on region, capabilities and number types. 
    • Purchase: Get frictionless allocation, purchase and instant activation and make purchases at sub-account or account levels. 
  • Number Lookup API: Determine number type, carrier, country and format for any phone number across the globe starting at $0.004 per API request. 
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Product Ranking

#11

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#31

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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

TalkDesk
Plivo
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Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 87 79 73 63 50 91 100 71 74 0 25 50 75 100
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User Sentiment Summary

Great User Sentiment 3750 reviews
Excellent User Sentiment 578 reviews
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.

90%
of users recommend this product

Plivo has a 'excellent' User Satisfaction Rating of 90% when considering 578 user reviews from 5 recognized software review sites.

4.9 (25)
n/a
4.4 (1552)
4.5 (419)
4.54 (691)
4.46 (78)
4.5 (669)
4.5 (76)
4.5 (409)
3.7 (3)
4.1 (404)
4.0 (2)

Awards

No awards.

Plivo stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

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.
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Features: Approximately 83% of users said that the product offers robust features that help save call center minutes. It also has many pre-built functions, such as the "press one to accept," that give users the ability to quickly create a prototype of the user interaction without any coding requirement.
Scalability: The platform is feature-rich according to about 100% of users. It comes with SMS failure detection and notification capabilities that help enhance operational workflows.
Customization: The product offers rich customization capabilities according to 100% of users.
Customer Support: According to 100% of users, support representatives promptly answer all urgent support needs.
User Interface: Approximately 100% of users said they like the product's user interface because of its simplicity. It can also integrate easily with other software.
API: The product offers an easy and well-documented API according to 100% of users.
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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.
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Add-ons: According to 60% of users, the product lacks many added features such as RCS capabilities, bridge libraries that can translate XML format to other formats and community support.
Documentation: More than 80% of users said that documentation is very detailed and tedious.
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 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.

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Plivo is a cloud-based communication system that helps digitize and modernize business interactions. Users can automatically interact with peers and customers in over 190 countries using text messages. Based on reviews, the product offers a modern, intuitive and easily navigable interface. It is scalable, customizable and offers several features that optimize tasks. On the downside, users complain about the unavailability of many add-ons to make processes smoother. Moreover, the initial documentation is also incredibly daunting. All in all, it's an ideal choice for all small, mid, large and new businesses in almost all sectors.

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Screenshots

Top Alternatives in Call Center Software

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CXone
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Genesys Cloud CX
RingCentral Contact Center
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Vonage Contact Center
Zendesk Talk

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Head-to-Head Comparison

TalkDesk VS Amazon Connect
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