Home > Call Center Software > TalkDesk > TalkDesk vs Salesforce Service Cloud

TalkDesk vs Salesforce Service Cloud

Last Updated:

Our analysts compared TalkDesk vs Salesforce Service Cloud 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
Salesforce Service Cloud Software Tool
Get Free Demo Demo    Request Pricing Pricing
Get Free Demo Demo    Request Pricing Pricing

Product Basics

Analyst Rating

81 Detailed Analysis

User Sentiment

Great User Sentiment (3750 Reviews)

Analyst Rating

80 Detailed Analysis

User Sentiment

Great User Sentiment (2232 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.
read more...

Salesforce Service Cloud, a help desk software from Salesforce.com, streamlines customer service operations for businesses of all sizes. It offers a comprehensive suite of tools for managing customer inquiries, tracking cases, and providing personalized support across multiple channels.

Salesforce Service Cloud is particularly suited for organizations looking to enhance customer engagement, improve efficiency, and gain a 360-degree view of customer interactions. Its key benefits include automated case management, self-service portals, knowledge base management, and real-time reporting.

The software's user experience is highly customizable, allowing businesses to tailor it to their specific needs. It seamlessly integrates with other Salesforce products and third-party applications, providing a unified platform for customer relationship management.

Pricing for Salesforce Service Cloud varies based on the number of users, support level, and additional features required. Businesses can choose from a range of subscription plans, with monthly or annual payment options available.

read more...
$85/User, Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
$25/User, Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
Small 
i
Medium 
i
Large 
i
Small 
i
Medium 
i
Large 
i
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
Phone
Chat
FAQ
Forum
Knowledge Base
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. 
read more...
  • Accelerated Issue Resolution: Salesforce Service Cloud streamlines communication and automates workflows, enabling teams to respond to customer inquiries swiftly and effectively.
  • Personalized Customer Experiences: The platform captures customer data and preferences, allowing agents to tailor interactions and provide personalized support.
  • Improved Agent Productivity: Automated tasks, such as case routing and knowledge management, free up agents' time, enabling them to focus on complex customer issues.
  • Enhanced Collaboration: Service Cloud facilitates seamless collaboration between agents, allowing them to share knowledge, escalate cases, and provide real-time support to customers.
  • Increased Customer Satisfaction: By resolving issues promptly and efficiently, Service Cloud enhances customer satisfaction and loyalty, leading to improved brand reputation.
  • Actionable Insights: The platform provides comprehensive reporting and analytics, enabling managers to identify trends, measure performance, and make data-driven decisions to improve customer support operations.
  • Seamless Integration: Service Cloud integrates with other Salesforce applications, such as Sales Cloud and Marketing Cloud, providing a unified view of the customer journey.
  • Mobile Accessibility: The mobile app allows agents to access customer data and provide support on the go, ensuring uninterrupted service.
  • Scalability and Flexibility: The platform can be customized and scaled to meet the unique needs of businesses, accommodating growth and changing requirements.
  • Cost Savings: By automating processes and improving efficiency, Service Cloud helps businesses reduce operational costs associated with customer support.
read more...
  • 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. 
read more...
  • Lightning Console: Boost agent productivity and optimize team workflows with easy access to information, including knowledge base, customer profiles and subject matter experts via responsive and dynamic dashboards. 
  • Case Management: Help agents resolve cases faster by keeping them connected to answers, activities and intel while assigning issues to the most appropriate sales representative with an AI-powered routing system. 
  • Service Cloud Voice: Equip agents with better insights and tools through Einstein Intelligence for delivering world-class customer support. Simplify setup, purchasing and rollout of contact center telephony with Amazon Connect and Service Cloud Voice integration. Solve customer issues quickly with tools such as IVR, intelligent cloud telephony, CRM data and call routing and storage. 
  • Knowledge Base: Allow customers and agents to get answers through a suite of readily available knowledge bases and articles. Ensure the accuracy of content with robust incident management solutions and KCSv5 verified knowledge management. 
  • Service Process and Automation: Eliminate repetitive and manual chores by automating internal procedures and processes. Design a point-and-click interface to update and create call logs and records, send emails and launch workflows. 
  • Omnichannel Routing: Engage with customers through various support channels such as web, phone, email, mobile Live Agent chats, social media, community sites and video chats. Route cases from different channels to appropriate agents based on priority, complexity and the agent’s availability, capability and capacity.  
  • Telephony Integration: Lower handle times and boost customer satisfaction rates by knowing the history before receiving the call. Automatically log the notes taken during the chat and associate them with related details such as customer records. 
  • Social Customer Service: Manage customer responses and problems from social media platforms through Salesforce Social Studio and service cloud integration. Route social cases to the appropriate agents by using classifiers, language detection and keywords. 
  • Service Analytics: Help agents make informed decisions and offer personalized support to customers by accessing service cloud data and the latest trends and patterns discovered by Einstein. Stay ahead of business issues and concerns by identifying customer and product issues and churning risks with predictive insights. 
  • Visual Remote Assistant: Troubleshoot setbacks and user queries from anywhere through video call assistance along with screen sharing capabilities. Leverage AI-powered character recognition and stay connected even with low bandwidth and offline. 
read more...

Product Ranking

#11

among all
Call Center Software

#30

among all
Call Center Software

Find out who the leaders are

Analyst Rating Summary

81
80
87
76
79
71
73
84
Show More Show More
Voice Intelligence and Analytics
Phone System
Platform Capabilities
Calling Capabilities
Mobile Capabilities
Voice Intelligence and Analytics
Platform Capabilities
Workforce Management
Phone System

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

TalkDesk
Salesforce Service Cloud
+ Add Product + Add Product
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 76 71 84 58 100 86 100 66 93 0 25 50 75 100
87%
0%
13%
78%
0%
22%
76%
0%
24%
65%
6%
29%
43%
14%
43%
71%
0%
29%
50%
0%
50%
38%
13%
49%
40%
0%
60%
100%
0%
0%
88%
0%
12%
82%
6%
12%
100%
0%
0%
100%
0%
0%
71%
0%
29%
57%
14%
29%
50%
33%
17%
83%
17%
0%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

89%
0%
11%
89%
0%
11%

User Sentiment Summary

Great User Sentiment 3750 reviews
Great User Sentiment 2232 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.

83%
of users recommend this product

Salesforce Service Cloud has a 'great' User Satisfaction Rating of 83% when considering 2232 user reviews from 5 recognized software review sites.

4.9 (25)
5.0 (12)
4.4 (1552)
4.1 (1537)
4.54 (691)
n/a
4.5 (669)
4.4 (509)
4.5 (409)
4.5 (43)
4.1 (404)
3.9 (131)

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.
Show more
Intuitive User Interface: Salesforce Service Cloud's user-friendly interface makes it easy for support agents to quickly find the information they need to resolve customer issues.
Comprehensive Case Management: The platform provides robust case management capabilities, allowing agents to track and manage customer cases efficiently, ensuring timely resolution.
Seamless Integration with Salesforce Ecosystem: As part of the Salesforce ecosystem, Service Cloud seamlessly integrates with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Analytics Cloud, providing a unified view of customer interactions.
Robust Reporting and Analytics: Service Cloud offers advanced reporting and analytics capabilities, enabling businesses to gain insights into customer behavior, identify trends, and measure agent performance.
Customization and Flexibility: The platform's customizable features allow businesses to tailor the solution to their specific needs, creating a personalized experience for both agents and customers.
Show more
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.
Show more
Complexity: Salesforce Service Cloud is a comprehensive tool, but its complexity can be overwhelming for some users. The learning curve can be steep, and the user interface can be difficult to navigate.
Customization: While Salesforce Service Cloud is customizable, the process can be time-consuming and complex. Users may need to hire a consultant or developer to help them customize the software to meet their specific needs.
Cost: Salesforce Service Cloud is a paid software, and the cost can be a barrier for some businesses. The cost of the software depends on the number of users and the features that are needed.
Reporting: Salesforce Service Cloud provides a variety of reporting options, but some users find the reports to be difficult to understand. The reports can also be slow to generate, which can be frustrating for users who need to access information quickly.
Integration: Salesforce Service Cloud can be integrated with other software, but the process can be complex. Users may need to hire a consultant or developer to help them integrate the software with their other systems.
Show more

 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.

Show more

Salesforce Service Cloud is widely praised for its user-friendly interface and seamless integration with other Salesforce products, which enables businesses to manage all customer interactions in one place. However, some users have reported occasional performance issues and limitations in customizing certain features, which can hinder the software's ability to fully adapt to specific business needs. Compared to similar products, Salesforce Service Cloud is often regarded as a more comprehensive solution, offering a wider range of features and functionalities. Its strengths lie in its robust reporting and analytics capabilities, which provide valuable insights into customer behavior and agent performance. Additionally, its mobile app allows for remote access and real-time updates, enhancing the flexibility of customer support operations. Salesforce Service Cloud is best suited for medium to large-sized businesses that require a comprehensive and scalable help desk solution. Its robust feature set, ease of use, and integration capabilities make it an ideal choice for organizations seeking to improve customer satisfaction and streamline their support processes.

Show more

Screenshots

Top Alternatives in Call Center Software

Amazon Connect
Avaya
Bright Pattern
CallHippo
Cisco Contact Center
CXone
Dialpad Contact Center
Five9
Genesys Cloud CX
RingCentral Contact Center
Salesforce Service Cloud
Vonage Contact Center
Zendesk Talk

Related Categories

Auto Attendant Systems
Auto Dialer Software
Automatic Call Distribution Software
Business Phone Service Providers
Business Phone Systems
Call Center Scripting Software
Call Center Software for Small Businesses
Call Monitoring Software
Call Recording Software
Call Tracking Software
Cloud PBX
Cloud Phone Systems
Computer Telephony Integration Software
Conference Call Services
Conference Calling Software
IVR Systems
PBX Phone Systems
Predictive Dialer Software
Screen Sharing Software
SIP Clients
SIP Trunk Providers
Small Business Phone Systems
Virtual Phone Systems
VoIP Phone Service Providers
VoIP Phone Systems
VoIP Softphones
VoIP Software
Show more
Automatic Call Distribution Software
Call Center Scripting Software
Call Center Software for Small Businesses
Call Monitoring Software
Computer Telephony Integration Software
Customer Service Software
Email Ticketing Systems
Help Desk CRM Software
Help Desk Software
Help Desk Software For Schools
Issue Tracking Software
Knowledge Management Software
Online Help Desk Software
Remote Help Desk Software
Service Request Software
Ticketing Software
Show more

Head-to-Head Comparison

TalkDesk VS Amazon Connect
TalkDesk VS Avaya
TalkDesk VS Bright Pattern
TalkDesk VS CXone
TalkDesk VS CallHippo
TalkDesk VS Cisco Contact Center
TalkDesk VS Dialpad Contact Center
TalkDesk VS Five9
TalkDesk VS Genesys Cloud CX
TalkDesk VS RingCentral Contact Center

WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more...

SelectHub Products Reporting and Analytics
Build Your Requirements
SelectHub Products Cost and Pricing Guide
Get Your Free Comparison Report
Compare products
Comparison Report
Just drag this link to the bookmark bar.
?
    Table settings