Dialpad Support vs Talkdesk CX Cloud

Dialpad Support is a contact center platform for customer support teams, bringing voice and digital channels together with AI, coaching, analytics, quality management, and performance insights. AI Agents can handle routine voice and digital requests, answer questions, schedule appointments, complete tasks, and hand off to human agents with context. Configurable AI-powered IVR lets customers self-serve or route to a person or department. Supervisors can use sentiment detection, real-time transcripts, listening, whispering, call barging, AI Recaps, and AI Scorecards. Live Coach Cards can surface talking points when configured keywords are spoken, while Scorecards can flag quality criteria and coaching opportunities. Reporting covers queue health, abandoned calls, callback effectiveness, service levels, and agent-to-caller metrics. Administrators manage agents, locations, numbers, queues, and users through an online dashboard. Native integrations include Salesforce, HubSpot, Zendesk, ServiceNow, Zoho CRM, Copper CRM, and Outreach. It works on Android, iOS, PC, Mac, and web browsers. Pricing starts at $80/user/mo (annual); no free plan is offered, but a free trial is available.

Talkdesk CX Cloud is a web-based contact-center platform for voice and digital customer interactions. It supports inbound calling, an outbound dialer and an IVR builder, with omnichannel coverage across voice, web chat, SMS, WhatsApp and Digital Connect. Digital Essentials costs $85 a month, based on a minimum three-year commitment, and includes email, chat, SMS and social messaging, Studio and routing, API access, real-time dashboards, business intelligence and quality management. Voice Essentials costs $105 a month under the same commitment and covers voice engagement with those operational tools. Elite costs $165 a month and combines both Essentials editions with custom reporting, performance management, screen recording, workforce management and proactive outbound engagement. Other listed capabilities include workflow actions, human handoff, multilingual support, speech analytics, sentiment analysis, journey mapping, data export and team leaderboards. Integrations include ServiceNow, Zendesk, Freshdesk, Freshservice, Help Scout, Intercom and Kustomer. The platform has no free plan and runs on the web.