# Talkdesk vs Zoom Contact Center Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Talkdesk excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Zoom Contact Center. Users appreciate features like the **unified Conversations view** , which allows them to manage all active chats and SMS in one place, streamlining their workflow.
- **Users say** that Talkdesk's implementation process is notably quick and intuitive, with many highlighting the ease of setting up call routing based on ring groups. This contrasts with Zoom Contact Center, where some users have expressed a desire for more robust setup options.
- **Reviewers mention** that Talkdesk provides superior quality assurance tools, with features that facilitate structured communication during busy periods. In comparison, Zoom Contact Center, while user-friendly, lacks some of the advanced quality assurance capabilities that Talkdesk offers.
- **According to verified reviews** , Talkdesk shines in automation and performance analysis, with users praising its ability to automate case creation and provide insightful performance metrics. Zoom Contact Center, while effective, does not match this level of automation, which can impact efficiency.
- **Users highlight** that Zoom Contact Center is appreciated for its simple and organized interface, making it easy for agents to manage calls and customer interactions. However, Talkdesk's more comprehensive feature set, including advanced call transfers and integration capabilities, often leads to a more powerful user experience.
- **G2 reviewers note** that while both platforms serve the mid-market well, Talkdesk has a stronger presence and a larger volume of reviews, indicating a more established user base. This can provide potential buyers with greater confidence in Talkdesk's reliability and support compared to Zoom Contact Center.



| | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 2,504 | 58 | 
| **Largest Market Segment** | Mid-Market (60.3% of reviews) | Mid-Market (49.1% of reviews) | 
| **Entry Level Price** | Free 25 Licenses Free to Start | Starting at $69.00 1 Agent Per Month | 

---
## Top Pros & Cons

### Talkdesk

Pros:
- Ease of Use (310 reviews)
- Efficiency (175 reviews)

Cons:
- Call Issues (119 reviews)
- Technical Issues (78 reviews)

### Zoom Contact Center

Pros:
- Ease of Use (31 reviews)
- Features (15 reviews)

Cons:
- Call Issues (10 reviews)
- Lack of Clarity (7 reviews)

---
## Ratings Comparison
| Rating | Talkdesk | Zoom Contact Center | 
|---|---|---|
  | **Meets Requirements** | 8.9 (2033 reviews) | 8.4 (52 reviews) | 
  | **Ease of Use** | 9.1 (2043 reviews) | 8.6 (53 reviews) | 
  | **Ease of Setup** | 8.8 (1067 reviews) | 7.8 (44 reviews) | 
  | **Ease of Admin** | 8.9 (934 reviews) | 8.4 (41 reviews) | 
  | **Quality of Support** | 8.8 (1810 reviews) | 8.3 (52 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.9 (917 reviews) | 8.8 (41 reviews) | 
  | **Product Direction (% positive)** | 8.7 (1938 reviews) | 9.4 (54 reviews) | 

---
## Pricing

### Talkdesk

#### Entry-Level Pricing

Plan: Talkdesk Express™ | United States & Canada Small Business Exclusive

Price: Free 25 Licenses Free to Start

Description: 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/

Key Features:
- 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. 

[Browse all 5 editions](https://www.g2.com/products/talkdesk/pricing)

#### Free Trial

No

### Zoom Contact Center

#### Entry-Level Pricing

Plan: Essentials

Price: Starting at $69.00 1 Agent Per Month

Description: For IT help desk, inbound contact center, and core omnichannel contact center

Key Features:
-  AI Companion
-  Flow Editor + IVR
- Real-Time Transcription

[Browse all 3 editions](https://www.g2.com/products/zoom-contact-center/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 8.7/10 | 404 |
| **Zoom Contact Center** | N/A | N/A |

#### Dialing Options

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Preview Dialing** | 9.2 (319 reviews) | Not enough data | 
| **Progressive Dialing** | 9.2 (293 reviews) | Not enough data | 
| **Predictive Dialing** | 8.3 (9 reviews) | Not enough data | 

#### Agent Tools

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Whisper Coaching ** | 9.2 (251 reviews) ✓ Verified | Not enough data | 
| **Callback Scheduling ** | 9.1 (255 reviews) ✓ Verified | Not enough data | 
| **Call Recording ** | 9.4 (349 reviews) ✓ Verified | Not enough data | 

#### Automation

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Voice Activity Detection** | 9.1 (243 reviews) ✓ Verified | Not enough data | 
| **Interactive Voice Response (IVR)** | 9.1 (260 reviews) ✓ Verified | Not enough data | 
| **Call Scrubbing** | 8.9 (225 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.3 (8 reviews) | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Call Prioritization and List Optimization** | 8.1 (8 reviews) | Not enough data | 
| **Compliance Monitoring** | 7.9 (8 reviews) | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | 8.3 (8 reviews) | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 9.1/10 | 215 |
| **Zoom Contact Center** | N/A | N/A |

#### Administration

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Database Management ** | 9.1 (165 reviews) | Not enough data | 
| **Data Workflows** | 9.1 (158 reviews) | Not enough data | 
| **Issue Management** | 9.0 (161 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Knowledge Base** | 9.2 (160 reviews) | Not enough data | 
| **Publishing Workflows** | 9.1 (156 reviews) | Not enough data | 
| **Analytics** | 9.1 (161 reviews) | Not enough data | 

#### Compliance

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Policies and Controls** | 9.2 (159 reviews) | Not enough data | 
| **Data Governance** | 9.2 (155 reviews) | Not enough data | 
| **Compliance** | 9.2 (158 reviews) | Not enough data | 
| **Auditing** | 9.1 (156 reviews) | Not enough data | 

#### Customer Support

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Intelligent Search** | 9.1 (158 reviews) | Not enough data | 
| **Suggestions** | 9.0 (153 reviews) | Not enough data | 
| **Decision Trees** | 9.0 (148 reviews) | Not enough data | 

#### Data Security

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Risk Data Attributes** | 9.2 (146 reviews) | Not enough data | 
| **Data Transport** | 9.2 (147 reviews) | Not enough data | 
| **Access Management** | 9.3 (155 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.2 (143 reviews) | Not enough data | 

#### Administration

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Integrations** | 9.1 (165 reviews) | Not enough data | 
| **User, Role, and Access Management** | 9.2 (177 reviews) | Not enough data | 
| **Performance and Reliability** | 9.2 (184 reviews) | Not enough data | 

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Summarization** | 8.7 (48 reviews) | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Call Analytics

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Call Analysis** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Customer Scoring** | Not enough data | Not enough data | 
| **Speech-to-Text** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 9.0/10 | 438 |
| **Zoom Contact Center** | N/A | N/A |

#### Quality Assurance

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Evaluation** | 9.1 (370 reviews) | Not enough data | 
| **Calibration** | 9.0 (341 reviews) | Not enough data | 
| **Reports** | 8.9 (378 reviews) | Not enough data | 

#### Engagement

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Feedback** | 9.0 (356 reviews) | Not enough data | 
| **Dashboards** | 9.2 (379 reviews) | Not enough data | 
| **Training** | 9.0 (367 reviews) | Not enough data | 

#### Performance

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Integrations** | 9.0 (361 reviews) | Not enough data | 
| **Compliance** | 9.2 (363 reviews) | Not enough data | 

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | 8.9 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (78 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 8.7/10 | 1198 |
| **Zoom Contact Center** | 7.9/10 | 47 |

#### Channels

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Voice** | 9.2 (822 reviews) ✓ Verified | 8.9 (45 reviews) | 
| **Social** | 8.6 (541 reviews) ✓ Verified | 6.4 (35 reviews) | 
| **Web Chat** | 8.4 (525 reviews) ✓ Verified | 7.6 (38 reviews) | 
| **Mobile SMS** | 8.3 (517 reviews) ✓ Verified | 7.5 (38 reviews) | 
| **Email** | 8.5 (548 reviews) ✓ Verified | 6.5 (37 reviews) | 

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | 8.1 (182 reviews) | 7.7 (36 reviews) | 

#### Functions

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Session Routing** | 8.9 (961 reviews) ✓ Verified | 8.3 (44 reviews) | 
| **Session Queuing** | 9.0 (982 reviews) ✓ Verified | 8.8 (45 reviews) | 
| **Concurrent Calling** | 9.0 (833 reviews) ✓ Verified | 8.9 (40 reviews) | 
| **Speech Analytics** | 8.7 (575 reviews) ✓ Verified | 7.4 (36 reviews) | 
| **Auto Dialer** | 8.8 (590 reviews) ✓ Verified | 7.0 (33 reviews) | 
| **IVR** | 9.1 (717 reviews) ✓ Verified | 8.3 (40 reviews) | 
| **Inbound Screen Pop** | 8.9 (712 reviews) | 7.8 (40 reviews) | 
| **Persistent Data** | 8.9 (658 reviews) ✓ Verified | 7.4 (41 reviews) | 

#### Agentic AI - Contact Center

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 8.0 (27 reviews) | 7.4 (7 reviews) | 
| **Cross-system Integration** | 8.5 (27 reviews) | 7.9 (7 reviews) | 
| **Natural Language Interaction** | 8.2 (27 reviews) | 8.1 (7 reviews) | 
| **Proactive Assistance** | 8.1 (27 reviews) | 7.9 (7 reviews) | 

#### Administrative

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Session Summary Notes** | 8.8 (909 reviews) ✓ Verified | 7.8 (38 reviews) | 
| **Administrator Access** | 9.1 (927 reviews) ✓ Verified | 9.0 (40 reviews) | 
| **Reporting & Dashboards** | 8.8 (1015 reviews) ✓ Verified | 7.8 (44 reviews) | 
| **Session Recording** | 9.1 (714 reviews) ✓ Verified | 8.5 (43 reviews) | 
| **Agent Scheduling and Assignment** | 8.8 (575 reviews) ✓ Verified | 7.7 (37 reviews) | 

### ServiceNow Store Apps

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 9.6/10 | 73 |
| **Zoom Contact Center** | N/A | N/A |

#### ServiceNow Apps

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **ServiceNow Integration** | 9.4 (43 reviews) | Not enough data | 
| **Value** | 9.4 (42 reviews) | Not enough data | 

#### Agentic AI - ServiceNow Store Apps

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Responses

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 9.0/10 | 293 |
| **Zoom Contact Center** | 7.2/10 | 6 |

#### Workforce Management

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Agent Availability** | 9.3 (256 reviews) ✓ Verified | 8.9 (6 reviews) | 
| **Skills Management** | 9.1 (237 reviews) ✓ Verified | 8.1 (6 reviews) | 
| **Shift Scheduling** | 8.8 (206 reviews) ✓ Verified | 7.5 (6 reviews) | 
| **Agent Self-Service** | 8.8 (216 reviews) ✓ Verified | 7.8 (6 reviews) | 
| **Mobile Access** | 8.8 (212 reviews) ✓ Verified | 4.2 (6 reviews) | 

#### Administration

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Automation** | 9.0 (236 reviews) ✓ Verified | 7.2 (6 reviews) | 
| **Performance Analysis** | 9.2 (253 reviews) ✓ Verified | 6.7 (6 reviews) | 
| **Dashboards** | 9.2 (256 reviews) ✓ Verified | 7.2 (6 reviews) | 
| **Forecasting** | 8.7 (206 reviews) ✓ Verified | 6.7 (5 reviews) | 
| **Intraday Management** | 9.0 (213 reviews) ✓ Verified | 7.3 (5 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Conversational Platform

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Contextual Engagement** | Not enough data | Not enough data | 
| **Proactive Engagement** | Not enough data | Not enough data | 

#### Support Automation

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 
| **Seamless Escalation** | Not enough data | Not enough data | 
| **Transcripts** | Not enough data | Not enough data | 
| **Self-Serve Support** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Messaging Channels

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **SMS Messaging** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 
| **Voice Messaging** | Not enough data | Not enough data | 
| **Two way messaging** | Not enough data | Not enough data | 

#### Administration

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Scheduling** | Not enough data | Not enough data | 
| **Triggered Notifications** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 8.7/10 | 243 |
| **Zoom Contact Center** | 8.8/10 | 9 |

#### Platform

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Omnichannel** | 8.3 (186 reviews) | 8.0 (9 reviews) | 
| **Mobile Access** | 7.9 (195 reviews) | 7.4 (9 reviews) | 
| **Queue Management** | 8.8 (217 reviews) | 8.9 (9 reviews) | 
| **Call Routing** | 8.9 (220 reviews) | 9.4 (9 reviews) | 
| **Call Back** | 9.0 (220 reviews) | 9.8 (9 reviews) | 
| **IVR** | 8.9 (210 reviews) | 9.6 (9 reviews) | 
| **Automatic Call Distribution** | 8.8 (211 reviews) | 9.8 (9 reviews) | 

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | 7.7 (96 reviews) | 8.3 (9 reviews) | 

#### Workforce Management

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Call Monitoring** | 9.0 (217 reviews) | 8.3 (9 reviews) | 
| **Performance Evaluation** | 8.9 (209 reviews) | 8.0 (9 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (20 reviews) | Not enough data | 
| **Cross-system Integration** | 8.3 (20 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (20 reviews) | Not enough data | 
| **Proactive Assistance** | 8.8 (20 reviews) | Not enough data | 

#### Administrative

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Call Recording** | 9.2 (222 reviews) | 8.8 (8 reviews) | 
| **Reporting & Dashboards** | 8.9 (224 reviews) | 9.1 (9 reviews) | 

### Multilingual Customer Support

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Platform

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Multilingualism** | Not enough data | Not enough data | 
| **Quality** | Not enough data | Not enough data | 
| **Real-Time** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Self-Improving** | Not enough data | Not enough data | 
| **Volume** | Not enough data | Not enough data | 

#### Channel

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Privacy** | Not enough data | Not enough data | 
| **Anonymity** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 8.2/10 | 75 |
| **Zoom Contact Center** | N/A | N/A |

#### Customer Support

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Text** | 8.3 (68 reviews) | Not enough data | 
| **Speech** | 8.2 (69 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (69 reviews) | Not enough data | 

#### Automation

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Ticket Resolution** | 8.1 (68 reviews) | Not enough data | 
| **Customization** | 8.3 (68 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (68 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Learning** | 8.0 (68 reviews) | Not enough data | 
| **Language** | 8.3 (67 reviews) | Not enough data | 
| **Conversational AI** | 8.0 (66 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Pop-up Chat** | Not enough data | Not enough data | 
| **Notifications** | Not enough data | Not enough data | 
| **Targeted Emails** | Not enough data | Not enough data | 
| **In-App Messaging** | Not enough data | Not enough data | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Customization ** | Not enough data | Not enough data | 
| **Conversation Archiving** | Not enough data | Not enough data | 
| **Lead Development** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 
| **Team Inbox ** | Not enough data | Not enough data | 
| **Customer Profiles** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 8.6/10 | 18 |
| **Zoom Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Summarization** | 8.6 (16 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Voice Recognition** | Not enough data | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Speech Synthesis** | Not enough data | Not enough data | 
| **Customizable speech** | Not enough data | Not enough data | 
| **Multiple voice actions** | Not enough data | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Encrypted communication** | Not enough data | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Cross platform compatibility** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | 8.0/10 | 52 |
| **Zoom Contact Center** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Automated Ticket Resolution** | 7.6 (33 reviews) | Not enough data | 
| **Contextual Response Generation** | 7.8 (34 reviews) | Not enough data | 
| **Sentiment Analysis** | 7.9 (33 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.3 (34 reviews) | Not enough data | 
| **Multilingual Support** | 8.3 (32 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Proactive Customer Outreach** | 7.2 (32 reviews) | Not enough data | 
| **Feedback Collection** | 8.2 (32 reviews) | Not enough data | 
| **Escalation Handling** | 7.9 (33 reviews) | Not enough data | 
| **Workflow Optimization** | 8.2 (39 reviews) | Not enough data | 

#### Automation

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Customer Interaction Automation** | 7.9 (37 reviews) | Not enough data | 
| **Feedback Collection** | 8.2 (34 reviews) | Not enough data | 
| **Document Processing** | 7.9 (32 reviews) | Not enough data | 

#### Autonomy

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Independent Decision Making** | 7.8 (32 reviews) | Not enough data | 
| **Adaptive Responses** | 8.2 (32 reviews) | Not enough data | 
| **Task Execution** | 7.9 (34 reviews) | Not enough data | 
| **Problem Solving** | 7.9 (33 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Talkdesk** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Platform

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Customization ** | Not enough data | Not enough data | 
| **Integration APIs** | Not enough data | Not enough data | 
| **Internationalization** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance** | Not enough data | Not enough data | 
| **Mobility** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 

#### Workforce Management Platform Features

| Feature | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Talkdesk (14):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Multilingual Customer Support Software](https://www.g2.com/categories/multilingual-customer-support), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [ServiceNow Marketplace Apps](https://www.g2.com/categories/servicenow-store-apps), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Live Chat Software](https://www.g2.com/categories/live-chat), [Chatbots Software](https://www.g2.com/categories/chatbots), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants)

**Unique to Zoom Contact Center (1):** [Workforce Management Software](https://www.g2.com/categories/workforce-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Talkdesk | Zoom Contact Center | 
|---|---|---|
| **Small-Business** | 19.3% | 41.8% | 
| **Mid-Market** | 60.3% | 49.1% | 
| **Enterprise** | 20.4% | 9.1% | 

### By Industry

#### Talkdesk

- **Consumer Services:** 10.0%
- **Computer Software:** 8.3%
- **Information Technology and Services:** 6.4%
- **Telecommunications:** 5.8%
- **Education Management:** 5.3%
- **Financial Services:** 5.1%
- **E-Learning:** 3.9%
- **Retail:** 3.3%
- **Marketing and Advertising:** 2.7%
- **Food & Beverages:** 2.7%
- **Other:** 46.4%

#### Zoom Contact Center

- **Farming:** 16.7%
- **Financial Services:** 9.3%
- **Legal Services:** 7.4%
- **Hospital & Health Care:** 7.4%
- **Higher Education:** 5.6%
- **Insurance:** 5.6%
- **Information Technology and Services:** 5.6%
- **Banking:** 3.7%
- **Transportation/Trucking/Railroad:** 3.7%
- **Retail:** 3.7%
- **Other:** 31.5%

---
## Alternatives

### Alternatives to Talkdesk

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2385 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1839 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1585 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Kixie PowerCall & SMS](https://www.g2.com/products/kixie-powercall-sms/reviews) — 4.8/5 stars (865 reviews)

### Alternatives to Zoom Contact Center

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (695 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3566 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)
- [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1129 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)

---
## Top Discussions

### Talkdesk

- Title: [How is Talkdesk transforming customer service operations with its innovative call center solutions?](https://www.g2.com/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) — 3 comments
  > **Top comment:** "Talkdesk is revolutionizing customer service operations with its innovative call center solutions in several ways:

AI-Powered Tools: Enhances interactions..."
- Title: [Do you plan to have a mobile app for this?](https://www.g2.com/discussions/do-you-plan-to-have-a-mobile-app-for-this) — 3 comments, 1 upvote
  > **Top comment:** "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-"
- Title: [What is Talkdesk used for?](https://www.g2.com/discussions/what-is-talkdesk-used-for) — 2 comments
  > **Top comment:** "it helps businesses improve customer experiences."
- Title: [Did any other users of the platform have company wide issues once workspace (atlas) rolled out?](https://www.g2.com/discussions/did-any-other-users-of-the-platform-have-company-wide-issues-once-workspace-atlas-rolled-out) — 2 comments, 1 upvote
  > **Top comment:** "None "
- Title: [When a call drops, what is the easiest and most effective way to find that caller and reach them?](https://www.g2.com/discussions/when-a-call-drops-what-is-the-easiest-and-most-effective-way-to-find-that-caller-and-reach-them) — 2 comments, 1 upvote
  > **Top comment:** "We can find the dropped call's details through their email or phone number."

### Zoom Contact Center

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/talkdesk-vs-zoom-contact-center)