What users are saying about
49 Ratings
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Top Rated
492 Ratings
49 Ratings
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Score 7.4 out of 100

Talkdesk

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Top Rated
492 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    8.6

    Talkdesk

    86%
    Talkdesk ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.5
    85%
    365 Ratings

    Validate callers

    N/A
    0 Ratings
    8.4
    84%
    324 Ratings

    Outbound response

    N/A
    0 Ratings
    8.6
    86%
    337 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.7
    87%
    327 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    305 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    346 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.2
    82%
    169 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.0
    90%
    237 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    196 Ratings

    Call scripts

    N/A
    0 Ratings
    8.5
    85%
    165 Ratings

    Call tracking

    N/A
    0 Ratings
    8.7
    87%
    337 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.5
    85%
    250 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.5
    85%
    297 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    8.9

    Talkdesk

    89%
    Talkdesk ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    334 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.6
    86%
    239 Ratings

    Recording

    N/A
    0 Ratings
    9.4
    94%
    357 Ratings

    Quality management

    N/A
    0 Ratings
    9.0
    90%
    323 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    334 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.8
    88%
    337 Ratings

    Live reporting

    N/A
    0 Ratings
    9.0
    90%
    334 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.6
    86%
    186 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    210 Ratings

    Attribute Ratings

    • Talkdesk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    8.8

    Talkdesk

    88%
    395 Ratings

    Likelihood to Renew

    3CX

    N/A
    0 Ratings
    8.5

    Talkdesk

    85%
    15 Ratings

    Usability

    3CX

    N/A
    0 Ratings
    9.0

    Talkdesk

    90%
    203 Ratings

    Availability

    3CX

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Performance

    3CX

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    8.2

    Talkdesk

    82%
    189 Ratings

    In-Person Training

    3CX

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Online Training

    3CX

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Implementation Rating

    3CX

    N/A
    0 Ratings
    8.7

    Talkdesk

    87%
    167 Ratings

    Product Scalability

    3CX

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Likelihood to Recommend

    3CX

    In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.
    Anonymous | TrustRadius Reviewer

    Talkdesk

    Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.
    Anonymous | TrustRadius Reviewer

    Pros

    3CX

    • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
    • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
    • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.
    Anonymous | TrustRadius Reviewer

    Talkdesk

    • Studio Academy - We / our team can self learn on how to address our own problems
    • Studio Building - Very easy to draft up a phone tree and have it operational in hours!
    • Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
    Tyler Neuwirth | TrustRadius Reviewer

    Cons

    3CX

    • I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
    • You need an SBC per location, which can be a point of failure.
    • You also need a server that might get disconnected, which is another point of failure.
    Daniel Merkl | TrustRadius Reviewer

    Talkdesk

    • Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    3CX

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. per user/per month
    Additional Pricing Details
    Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

    Talkdesk

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $0

    Talkdesk Editions & Modules

    Edition
    Professional$651
    Professional +Contact sales team
    EnterpriseContact sales team
    1. per seat/per month
    2. none
    Additional Pricing Details

    Likelihood to Renew

    3CX

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 8.5
    Based on 15 answers
    It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.
    Anonymous | TrustRadius Reviewer

    Usability

    3CX

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 9.0
    Based on 203 answers
    Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.
    Desiree Moore | TrustRadius Reviewer

    Reliability and Availability

    3CX

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 2 answers
    Nothing so far , no issues which is very good, first time in this business i have seen something like this.
    Anonymous | TrustRadius Reviewer

    Performance

    3CX

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 2 answers
    We have never had a Talkdesk performance issue.As long as you follow the system requirements, which are MINIMAL, neither will you.
    Ken Cohen | TrustRadius Reviewer

    Support Rating

    3CX

    3CX 5.4
    Based on 4 answers
    The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.
    Laura Steinbrink | TrustRadius Reviewer

    Talkdesk

    Talkdesk 8.2
    Based on 189 answers
    If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
    Mark de Gruiter | TrustRadius Reviewer

    In-Person Training

    3CX

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 1 answer
    I was shown how to use Talkdesk and was happy with it. I learned all I needed.
    Anonymous | TrustRadius Reviewer

    Online Training

    3CX

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 1 answer
    Easy to use, digestable bits of information
    Ken Cohen | TrustRadius Reviewer

    Implementation Rating

    3CX

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 8.7
    Based on 167 answers
    The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    3CX

    The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website
    Anonymous | TrustRadius Reviewer

    Talkdesk

    I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.
    Anonymous | TrustRadius Reviewer

    Scalability

    3CX

    No score
    No answers yet
    No answers on this topic

    Talkdesk

    Talkdesk 10.0
    Based on 2 answers
    Works very well where I work , serves the purpose of the business.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    3CX

    • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
    • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.
    Artur Bittencourt | TrustRadius Reviewer

    Talkdesk

    • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
    • Increase in quality audit scores through weekly reviews by this tool.
    • Employee morale and company survey as agents are not stressing with the easy use of this tool.
    • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
    Carlos A | TrustRadius Reviewer

    Screenshots

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