It's not unusual to feel a little lost when you're searching for the best virtual call center software for your business. There are so many providers, and each one seems to offer different features and benefits.
With the overwhelming number of virtual call center solutions available today, we're often asked to compare and contrast providers and the functionality they offer. In this post, we're comparing two of the top virtual call center software providers: Talkdesk and inContact. We'll cover key topics like features, integrations, cost, and customer support packages to help you make the right choice for your business.
Related: Call Center Software
Founded in 2011, Talkdesk provides a comprehensive, browser-based call center software that caters to the needs of multiple departments, including sales, support, and marketing.
In 1997, inContact started as a unified carrier of long distance services. As the company progressed, they shifted their focus to call routing and call center agent management.
Talkdesk advertises its browser-based call center software as an enterprise-level software without the cost or hassle. Their target audience includes small to medium-sized contact centers.
inContact also describes its virtual call center software as an enterprise-level solution. Most of their customers range from mid-market to large businesses.
Talkdesk’s virtual call center software offers a wide range of features for both call handling and agent management. The core functionality of this contact center solution includes the following features:
- Unlimited concurrent calls
- Advanced call control
- Call queues
- Call disposition
- Personalized greetings
- Contact Importer
- And more
In addition to these standard features, Talkdesk also offers advanced virtual call center software functionality, including call barging, conference calling, enhanced caller ID, real time and historical reporting, and more.
The building blocks of inContact’s virtual call center software are multi-channel automatic call distribution and speech-enabled IVR. Customers can choose to add additional features on an as-needed basis.
Additional features available from inContact’s contact center platform include:
- CRM and CTI Integration
- ECHO Customer Feedback
- Predictive Dialer
- Reporting & Analytics
- Workforce Optimization
- Quality Management
- Network Connectivity
- Disaster Recovery
The video below offers a more detailed overview of the features included with inContact's virtual call center software:
Talkdesk has the ability to integrate with a a wide range of applications, including Salesforce, Zendesk, Magento, Google Contacts, and more. And unlike some call center software providers, who offer integrations as part of a Professional Services package, Talkdesk advertises quick and easy “one-click integrations.”
inContact also offers customers the ability to integrate their contact center solution with a number of CRMs. Specifically, inContact offers out-of-box integration for Salesforce, and is compatible with most custom CRMs.
Talkdesk offers three main tiers of pricing: Regular, Pro, and Enterprise.
All three plans include standard features, such as unlimited concurrent calls, advanced call control, and call queues. Some of the more advanced features, such as call barging and enhanced caller ID, are only available with the Pro and Enterprise plans.
Unlike Talkdesk, which offers three distinct plans of service, inContact offers a pay-as-you-go pricing structure. inContact’s call center software comes standard with multi-channel automatic call distribution and speech-enabled IVR. From there, you can add additional features.
Because of the customizable nature of the inContact solution, pricing is not published directly on the website.
Resources and Customer Support
In addition to the essential features of their call center software, Talkdesk offers multiple tiers of customer support. All customers have access to Talkdesk’s extensive Knowledge Base and email support, while Pro and Enterprise customers receive additional perks, such as an Onboarding Coach and a Customer Success Manager.
inContact offers a selection of Customer Support Packages, which range from "Care" to "Premier Success Plus." With the "Premier" package, which inContact notes is the most popular, customers receive a dedicated technical service representative and a Customer Success Manager.
With the exception of the "Care" level, all of these support packages must be purchased in addition to the actual call center software.
Talkdesk advertises that, with their software, you can create a call center in just five minutes.
inContact doesn't provide a specific installation time for their cloud contact center platform. However, they do list rapid implementation as one of the key benefits of their product.
Pros and Cons
Talkdesk's virtual call center solution is both powerful and easy-to-use. With a suite of key features, including live monitoring, real time reporting, one-click integrations, and custom caller ID, this software packs a punch at an affordable price. (However, you may need to upgrade to the Enterprise solution to take full advantage of these features.)
We also appreciate that Talkdesk includes customer support as part of the actual call center software package, rather than listing it as a separate service offering.
inContact is also a strong contender in the virtual call center software market. With its flexible, pay-as-you-go pricing structure, businesses only pay for the exact features that they need. This is especially helpful for businesses that need to scale up during busy seasons, and down during slower ones.
inContact also offers a wider range of functionality than Talkdesk. If your business relies heavily on features like workforce management or predictive dialer, then you might find that inContact is the better choice.
So, what's the verdict? Truthfully, it's hard to say. Depending on the individual needs of your business, the "right" solution may vary.
As you search for the best call center software for your business, it's good to keep a list of "must-haves" on hand. If you're having trouble generating a list, ask yourself these questions:
- What type of call center am I running? Inbound, outbound, or blended?
- How many agents do I have?
- Which calling features are essential to my business's success?
Once you have a strong understanding of your business's unique requirements, you can make an informed decision on which call center solution is right for you.
Barbara has been leading AVOXI’s operations since 2015. Outside of global organization management and business development, she enjoys mentoring, learning new modeling tricks (especially with Google sheets!), and gardening.