24 DIFFERENCES · 21 THE SAME
Talkdesk vs Zoom Contact Center
Last verified
Both qualify for
Differences 24
| Field | Talkdesk | Zoom Contact Center |
|---|---|---|
| COSTTrue monthly cost (low) | $425 at 5 users | €283 at 5 users |
| COSTTrue monthly cost (mid) | $2,125 at 25 users | €1,415 at 25 users |
| COSTTrue monthly cost (high) | $8,500 at 100 users | €5,658 at 100 users |
| COSTPlans | Digital Essentials, Voice Essentials, Elite, Industry Experience Clouds | Essentials, Premium, Elite |
| COMPLIANCEPci Dss | unknown | Yes |
| INTEGRATIONSIntegrations | Salesforce, Zendesk, Microsoft Dynamics, Zoom | Salesforce, Zendesk, Servicenow |
| FEATURESAI voice agent for outbound and inbound | Included | Not tracked |
| FEATURESCall queues | Not tracked | Included |
| FEATURESEmail channel | Included | Higher tier |
| FEATURESVolume forecasting | Not tracked | Higher tier |
| FEATURESSigns a HIPAA BAA | Not tracked | Included |
| FEATURESInternational numbers | Not tracked | Add-on |
| FEATURESMulti-level IVR menus | Not tracked | Included |
| FEATURESLocal numbers | Not tracked | Add-on |
| FEATURESOne agent inbox for voice, chat and email | Not tracked | Included |
| FEATURESOutbound IVR calls | Not tracked | Add-on |
| FEATURESPCI DSS compliant | Not tracked | Included |
| FEATURESQA scorecards | Included | Add-on |
| FEATURESSkills-based routing | Not tracked | Included |
| FEATURESSends SMS | Included | Not tracked |
| FEATURESSpeech recognition in IVR | Included | Not tracked |
| FEATURESToll-free numbers | Not tracked | Included |
| FEATURESVoicemail to email with transcription | Included | Not tracked |
| FEATURESWhatsApp Business Platform access | Not tracked | Higher tier |
The same on both 21
| Field | Talkdesk | Zoom Contact Center |
|---|---|---|
| OVERVIEWTool types | Contact center (CCaaS) | Contact center (CCaaS) |
| OVERVIEWQualifying use cases | 2 | 2 |
| COSTPricing model | Per User Month | Per User Month |
| RELIABILITYIncidents (90 days) | — | — |
| RELIABILITYUptime (90 days) | — | — |
| COMPLIANCEHipaa Baa | unknown | unknown |
| COMPLIANCESoc2 Type2 | Yes | Yes |
| COMPLIANCEStir Shaken | unknown | unknown |
| COMPLIANCEData Residency | unknown | unknown |
| COVERAGENumber countries | — | — |
| COVERAGESMS countries | — | — |
| FEATURESSends call summaries | Included | Included |
| FEATURESCall transcription | Included | Included |
| FEATURESWeb chat channel | Included | Included |
| FEATURESNative CRM integration | Included | Included |
| FEATURESLive call monitoring | Included | Included |
| FEATURESMobile softphone app | Included | Included |
| FEATURESAgent scheduling | Higher tier | Higher tier |
| FEATURESSentiment analysis | Included | Included |
| FEATURESSpeech analytics | Included | Included |
| FEATURESReal-time queue wallboards | Included | Included |