Who this comparison is for
VoiceLink highlights
- Deep integration with Agent Desk, Chronicle, ActionDesk, FlowForge
- BYO trunks and STT engines; region pinning & KMS
Talkdesk highlights
- Broad CCaaS suite with out-of-the-box workforce features
Capability matrix
| Capability | VoiceLink | Talkdesk | Notes |
|---|---|---|---|
| BYO SIP trunks | Full | Partial | Provider flexibility vs bundled PSTN |
| Transcripts with redaction & diarization | Full | Full | Model choice differs |
| Prometheus /metrics & Grafana packs | Native | Partial | APM/BI available; Prom export varies |
| Flow automation & webhooks | native (FlowForge) | full (Studio/Flows) | Approach differs |
| Secure recordings (KMS, legal holds) | Native | Full | — |
| Pay-by-phone PCI handoff | native (PayStream) | partial (addon/integrations) | — |
| Data gravity with Agent Desk/Chronicle | Native | None | Tight Velaxe linkage |
- Feature depth varies by Talkdesk plan. This focuses on telephony, routing, compliance, and automation surfaces.
Total cost of ownership
For Velaxe-centered estates, VoiceLink lowers integration effort and duplicate tooling by using the shared data plane (SecureStore/Chronicle/InsightLake) and reusing FlowForge for automation.
Assumptions
- Existing Velaxe apps in use (Desk/Chronicle/FlowForge)
Migration plan
From Talkdesk · Parallel pilot queue → artifact migration → staged DID cutover
-
1
Stand up a pilot queue in VoiceLink and mirror routing rules
-
2
Export recordings/transcripts; import to SecureStore with retention
-
3
Staged DID cutover with fallbacks; monitor MOS and ASA
Security
- Data residency by region; export & purge tooling
- Consent prompts & announcement policies by country
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| Region pinning | Store recordings/transcripts in chosen region | product_docs |
About VoiceLink
VoiceLink is the reliable voice layer for Velaxe. Spin up a WebRTC softphone, connect SIP/PSTN trunks, configure IVR and skills routing, and record calls with PCI pause/resume and redaction. Transcribe audio with leading STT engines and surface key phrases, sentiment, and dispositions.
Agents work calls inside Agent Desk with screen-pop, notes, and wrap-up codes. Automate escalations and callbacks via FlowForge, store recordings in SecureStore with region pinning, and analyze service levels and MOS quality in InsightLake.
Built for compliance, performance, and scale—STIR/SHAKEN, consent prompts, granular retention, and Prometheus-friendly /metrics out of the box.