Talkdesk and XCALLY are both used by support teams for customer engagement. Talkdesk is used for customer service automation, modernizing contact centers, and customer support automation, helping teams replace outdated systems with flexible tools like Salesforce. XCALLY is used for centralizing contact centers, managing omnichannel customer service, and supporting healthcare contact centers, providing tools for inbound call routing and integration with Facebook. Talkdesk is mostly used for automating customer service, while XCALLY is mostly used for managing multiple communication channels. For example, one customer used Talkdesk to speed up student onboarding in its Inside Sales Lab.
Talkdesk or XCALLY: which should you choose?
Choose Talkdesk if you need to automate customer service and integrate Salesforce to manage client interactions.
Choose XCALLY if you want to centralize your contact center and engage customers through Facebook and other channels.
What Talkdesk and XCALLY are used for
Talkdesk
Best known forIn common
Both are used for platform deployment and integration and service experience and self-service, plus 1 more job below.
XCALLY
Seen forJobs compared
Platform deployment and integration
Talkdesk is more widely usedTalkdesk: widely used. XCALLY: used by some.
Service experience and self-service
Talkdesk is more widely usedTalkdesk: widely used. XCALLY: used by some.
Operational workflow improvement
Talkdesk is more widely usedTalkdesk: widely used. XCALLY: a few examples.
Quality assurance and coaching
Only TalkdeskOnly Talkdesk shows up in customer stories for quality assurance and coaching.
Performance monitoring and analytics
Only TalkdeskOnly Talkdesk shows up in customer stories for performance monitoring and analytics.
Customer service and support
Only TalkdeskOnly Talkdesk shows up in customer stories for customer service and support.
Call and outbound campaign management
Only TalkdeskOnly Talkdesk shows up in customer stories for call and outbound campaign management.
Engagement activity tracking and reporting
Only TalkdeskOnly Talkdesk shows up in customer stories for engagement activity tracking and reporting.
Support cases and workflows
Only TalkdeskOnly Talkdesk shows up in customer stories for support cases and workflows.
Customer engagement and retention
Only TalkdeskOnly Talkdesk shows up in customer stories for customer engagement and retention.
Other use cases
Seen in customer stories but not yet grouped under a job.
"Main focus" marks the two jobs a product is used for most often.
Top Capabilities: Talkdesk vs XCALLY
Talkdesk and XCALLY share most of their topics, with Talkdesk covering more areas. Both emphasize customer engagement, while XCALLY focuses more on customer service management.
Deployed Industries: Talkdesk vs XCALLY
Talkdesk and XCALLY cover many of the same industries, with Talkdesk covering more areas. Both emphasize Financial Services, while XCALLY focuses more on Healthcare.
Deployed Market Segments: Talkdesk vs XCALLY
Share of peer evidence by company size for Talkdesk and XCALLY. Each product segments add up to 100%. Click any segment for supporting evidence.
| Talkdesk | XCALLY | |
|---|---|---|
| Key Capabilities Supported | Used to automate customer service, modernize contact centers, and support customer inquiries. | Used to centralize contact centers, manage omnichannel communications, and support healthcare services. |
| Business Goals | Used to automate customer service tasks for support teams that handle inquiries. | Used to manage contact center operations for support teams that serve customers. |
| Core Features | Tracks customer service performance and integrates with Salesforce to manage client interactions. | Offers an omnichannel platform that connects with Facebook and other channels for customer engagement. |
| Segments and Industries | Associated with Retail and Financial Services, mostly at Enterprise and Mid-market companies. | Associated with Information Technology and Services and Healthcare, mostly at Enterprise and Mid-market companies. |
| Operational Alignment | Integrates with Salesforce and Slack to connect sales and service teams. | Integrates with Zoho Analytics and provides a unified dashboard for team collaboration. |
Applying your context and needs changes the comparison
Talkdesk and XCALLY: Best activities based on customer satisfaction
Talkdesk in Action: Unique Activities
How can Talkdesk optimize your Sales Call Management Workflow?
"...It supports call recordings which in our industry is absolutely vital for maximum issue handling. ...." Peer review by Sam N., Growth Specialist, Information Technology and Services
What benefits does Talkdesk offer for Helpdesk Management?
"...The call bar extension is also great as it keeps inbound calls front and center for our reps...." Peer review by Ian C, Sales Operations Manager
How does Talkdesk facilitate Communication Management?
"...If a call is missed, the application sends an email with call data, transcription, and voicemail recording...." Peer review from Featured Customers
What Are the key features of Talkdesk for Contact List Management?
"...It allows our staff members to make efficient calling, and stay in contact with our clients...." Peer review by Cory J, Senior Account Executive
XCALLY in Action: Unique Activities
How does XCALLY address your Touchpoint Management Challenges?
"...It has some really cool features: The customer care agents could manage multiple channels such as chat, email, voice call, fax and SMS according on their skills set and capacity, a customizable real-time reporting dashboard, a user friendly drag and drop visual IVR designer, integrations for Zendesk, custom contact auto pop up details, mobile app and it comes with a free phonebar (softphone) that fit in nicely...." Peer review by John Chua, Information Technology and Services
What makes XCALLY ideal for Engagement Management?
"...When I left ZALORA to found StashAway, XCally was the obvious choice to empower our Customer Engagement Team...." Peer review by Michele F., Co-Founder and Chief Executive Officer, Financial Services
Talkdesk vs XCALLY: frequently asked questions
What is the difference between Talkdesk and XCALLY?
Talkdesk focuses on automating customer service, while XCALLY targets centralizing contact center operations.
Which is better, Talkdesk or XCALLY?
It depends on what your team needs: Talkdesk automates customer service tasks, while XCALLY manages contact center operations.
What tools do Talkdesk and XCALLY connect with?
Talkdesk connects with Salesforce, while XCALLY connects with Facebook and other tools.
What types of companies use Talkdesk and XCALLY?
Talkdesk is used in Retail and Financial Services, while XCALLY is used in Information Technology and Healthcare.
Integrations
Ecosystem partners each product commonly connects with.
News
Latest Talkdesk news
Talkdesk Launches Proactive AI Agents, Urges Leaders to Stop Reacting to the Market - CX Today
Talkdesk has launched outbound AI agents within its Customer Experience Automation (CXA) platform. These agents automate proactive customer engagement and revenue growth workflows for retail and financial services. The solution aims to shift customer service from reactive to proactive, enhancing customer retention and onboarding while driving revenue.
Latest XCALLY news
Integration between Salesforce and XCALLY: how it improves the customer experience
XCALLY has integrated with Salesforce to enhance customer experience management. This integration allows companies to manage interactions across multiple channels from a single dashboard, automate workflows, and provide personalized service. By combining Salesforce's CRM capabilities with XCALLY's omnichannel platform, businesses can improve operational efficiency, reduce errors, and deliver consistent, data-driven customer experiences.
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