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At a Glance
Market Segments
Mid-Market (64.4% of reviews)
Mid-Market (60.5% of reviews)
Entry-Level Pricing
No pricing available
Free 25 Licenses Free to Start
Observe.AI
Star Rating
(238)4.6 out of 5
Market Segments
Mid-Market (64.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Observe.AITalkdesk
Star Rating
(2,496)4.4 out of 5
Market Segments
Mid-Market (60.5% of reviews)
Pros & Cons
Entry-Level Pricing
Free 25 Licenses Free to Start
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Talkdesk excels in its Call Recording feature, scoring a high 9.5, which reviewers mention is crucial for quality assurance and training purposes. In contrast, Observe.AI also offers strong call recording capabilities but scores slightly lower at 9.1, indicating that while it is effective, it may not be as robust as Talkdesk's offering.
- Reviewers mention that Observe.AI shines in Machine Learning capabilities, with a score of 8.9, which enhances its Call Analysis feature (9.2). Users on G2 appreciate how this integration helps in lead qualification and improving customer interactions, whereas Talkdesk's machine learning features are perceived as less advanced.
- G2 users highlight that Talkdesk's Ease of Use (9.1) and Ease of Setup (8.8) are significant advantages, making it a preferred choice for teams looking for a straightforward implementation. In comparison, Observe.AI scores slightly higher in both categories (9.3 and 9.1 respectively), suggesting a more user-friendly experience overall.
- Users say that Observe.AI's Quality of Support (9.3) is a standout feature, with many reviewers mentioning prompt and effective assistance. Talkdesk, while still strong at 8.8, does not match the level of support that users have come to expect from Observe.AI.
- Reviewers mention that Talkdesk's Performance Analysis (9.1) and Dashboards (9.2) provide comprehensive insights into agent performance, which is highly valued by management teams. Observe.AI, while offering similar features, scores slightly lower in these areas, indicating that Talkdesk may provide a more detailed analytical experience.
- Users on G2 report that Observe.AI's Generative AI features, particularly in AI Text Summarization (9.1), are highly effective for automating responses and improving customer engagement. Talkdesk's generative AI capabilities, while present, do not receive the same level of acclaim, suggesting that Observe.AI may have a more advanced approach in this area.
Pricing
Entry-Level Pricing
Observe.AI
No pricing availableTalkdesk
Talkdesk Express™ | United States & Canada Small Business Exclusive
Free
25 Licenses Free to Start
Built for small businesses under 50 employees to serve customers like big brands—without the cost or complexity. With Talkdesk Express™, you get AI-powered customer service tools in one easy-to-use platform—so you can launch quickly, serve your customers better, and grow confidently, just like the big brands.
https://www.talkdesk.com/express/
- Talkdesk Express includes features for omnichannel communication (voice, email, chat, SMS, social media), built-in AI tools like intelligent routing and virtual agents, a low-code Studio for creating customer flows, reporting tools and dashboards, integration with other business systems, and a self-service portal for setup and training, all designed to be easily accessible for small businesses.
Free Trial
Observe.AI
No trial information availableTalkdesk
No trial information availableRatings
Meets Requirements
8.8
185
8.9
2,030
Ease of Use
9.2
185
9.1
2,040
Ease of Setup
9.0
108
8.8
1,064
Ease of Admin
9.2
91
8.9
930
Quality of Support
9.2
181
8.8
1,808
Has the product been a good partner in doing business?
9.3
93
8.9
914
Product Direction (% positive)
9.7
177
8.7
1,938
Features by Category
Dialing Options
Not enough data
9.2
319
Not enough data
9.2
292
Not enough data
8.5
8
Agent Tools
Not enough data
9.2
250
|
Verified
Not enough data
9.1
254
|
Verified
Not enough data
9.4
348
|
Verified
Automation
Not enough data
9.1
243
|
Verified
Not enough data
9.1
259
|
Verified
Not enough data
8.9
225
|
Verified
Agentic AI - Auto Dialer
Not enough data
8.1
8
Not enough data
8.5
8
AI Capabilities - Auto Dialer
Not enough data
8.3
8
Not enough data
8.3
8
Not enough data
8.5
8
Administration
Not enough data
9.1
167
Not enough data
9.1
160
Not enough data
9.0
163
Knowledge Management
Not enough data
9.2
162
Not enough data
9.1
159
Not enough data
9.2
164
Compliance
Not enough data
9.2
161
Not enough data
9.2
157
Not enough data
9.2
160
Not enough data
9.1
158
Customer Support
Not enough data
9.1
161
Not enough data
9.1
155
Not enough data
9.0
151
Data Security
Not enough data
9.2
148
Not enough data
9.2
149
Not enough data
9.3
157
Not enough data
9.3
145
Administration
Not enough data
9.1
168
Not enough data
9.3
180
Not enough data
9.2
187
Generative AI
Not enough data
8.8
52
Call Analytics
9.5
43
Not enough data
8.9
44
Not enough data
9.1
44
Not enough data
9.0
40
Not enough data
Agent Performance Management
9.3
40
Not enough data
8.7
42
Not enough data
9.1
43
Not enough data
Generative AI
8.9
17
Not enough data
Agentic AI - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
9.2
143
9.2
371
9.0
140
9.0
342
8.8
134
8.9
379
Engagement
9.1
144
9.1
357
9.1
137
9.2
380
8.8
133
9.0
368
Performance
9.0
126
9.0
362
9.3
134
9.2
364
Generative AI
8.8
28
8.9
80
8.8
28
8.7
79
Channels
Not enough data
9.2
820
|
Verified
Not enough data
8.6
541
|
Verified
Not enough data
8.4
526
|
Verified
Not enough data
8.3
517
|
Verified
Not enough data
8.5
547
|
Verified
Generative AI
Not enough data
8.2
184
Functions
Not enough data
8.9
962
|
Verified
Not enough data
9.0
983
|
Verified
Not enough data
9.0
834
|
Verified
Not enough data
8.7
576
|
Verified
Not enough data
8.8
591
|
Verified
Not enough data
9.1
715
|
Verified
Not enough data
8.9
713
Not enough data
8.9
659
|
Verified
Agentic AI - Contact Center
Not enough data
8.3
30
Not enough data
8.7
30
Not enough data
8.4
30
Not enough data
8.4
30
Administrative
Not enough data
8.8
912
|
Verified
Not enough data
9.1
928
|
Verified
Not enough data
8.8
1016
|
Verified
Not enough data
9.1
715
|
Verified
Not enough data
8.8
577
|
Verified
ServiceNow Apps
Not enough data
9.4
45
Not enough data
9.5
44
Agentic AI - ServiceNow Store Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
Not enough data
9.3
260
|
Verified
Not enough data
9.1
241
|
Verified
Not enough data
8.8
210
|
Verified
Not enough data
8.9
220
|
Verified
Not enough data
8.8
216
|
Verified
Administration
Not enough data
9.0
239
|
Verified
Not enough data
9.2
257
|
Verified
Not enough data
9.2
260
|
Verified
Not enough data
8.7
210
|
Verified
Not enough data
9.0
217
|
Verified
Platform
Not enough data
8.3
188
Not enough data
7.9
197
Not enough data
8.8
220
Not enough data
9.0
222
Not enough data
9.0
221
Not enough data
8.9
211
Not enough data
8.8
213
Generative AI
Not enough data
7.8
99
Workforce Management
Not enough data
9.1
219
Not enough data
8.9
211
Call Center Infrastructure (CCI)
Not enough data
8.6
23
Not enough data
8.7
23
Not enough data
9.1
23
Not enough data
9.1
23
Administrative
Not enough data
9.2
223
Not enough data
8.9
227
Customer Support
Not enough data
8.4
73
Not enough data
8.3
74
Not enough data
8.3
74
Automation
Not enough data
8.2
72
Not enough data
8.4
73
Not enough data
8.3
73
Artificial Intelligence
Not enough data
8.2
74
Not enough data
8.5
73
Not enough data
8.1
69
Generative AI
8.9
24
8.6
16
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Testing - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics - Contact Center AI Observability
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Infrastructure - Contact Center AI Observability
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.9
38
Not enough data
8.2
38
Not enough data
8.3
39
Not enough data
8.5
39
Not enough data
8.6
37
Customer Interaction Automation - AI Customer Support Agents
Not enough data
7.7
38
Not enough data
8.5
38
Not enough data
8.2
38
Not enough data
8.6
40
Automation
Not enough data
8.2
39
Not enough data
8.5
38
Not enough data
8.3
37
Autonomy
Not enough data
8.1
36
Not enough data
8.5
37
Not enough data
8.2
37
Not enough data
8.2
37
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Observe.AI and Talkdesk are categorized as AI Customer Support Agents, Contact Center Quality Assurance, and Speech Analytics
Unique Categories
Observe.AI is categorized as AI Agents For Business Operations, Conversation Intelligence, and Contact Center AI Observability
Talkdesk is categorized as Contact Center Knowledge Base, ServiceNow Store Apps, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, AI Voice Assistants, and Customer Service Automation
Reviews
Reviewers' Company Size
Observe.AI
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Talkdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Outsourcing/Offshoring
13.1%
Consumer Services
12.2%
Hospital & Health Care
7.2%
Telecommunications
6.8%
Financial Services
6.8%
Other
54.1%
Consumer Services
10.0%
Computer Software
8.3%
Information Technology and Services
6.4%
Telecommunications
5.8%
Education Management
5.3%
Other
64.1%
Alternatives
Discussions
Can I use this tool in promoting quality work to other people in our community?
2 Comments
Official Response from Observe.AI
Hi Larah, absolutely! Our platform is used by many organizations who gamify strong performance. As an example, some Observe.AI users will allow QA team leads...Read more
What is the best way to use this tool to have more accurate and quality results in a short matter of time ?
2 Comments
Official Response from Observe.AI
The Observe.AI platform inherently enables greater efficiency of quality audits. By allowing users to see call transcripts, specific points of interests on...Read more
Is there a way every time a call is scored and email can be triggered to the agent to notify them ?
1 Comment
Official Response from Observe.AI
Hi Melissa,
Yes! It's possible to get an email sent to your agent letting them know they've had a call scored. Today, you can do this by leaving a...Read more
Do you plan to have a mobile app for this?
3 Comments
OT
The Talkdesk mobile app is available for iOS and Android https://support.talkdesk.com/hc/en-us/articles/200588149-Do-you-have-a-mobile-app-Read more
How is Talkdesk transforming customer service operations with its innovative call center solutions?
3 Comments
KG
Contact center Read more
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