What users are saying about
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Top Rated
178 Ratings
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Top Rated
493 Ratings

8x8 Contact Center

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Top Rated
178 Ratings
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Score 7.7 out of 100

Talkdesk

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Top Rated
493 Ratings
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Score 8.7 out of 100

Feature Set Ratings

  • Talkdesk ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

8x8 Contact Center

74%
8.6

Talkdesk

86%
Talkdesk ranks higher in 13/13 features

Agent dashboard

8.0
80%
69 Ratings
8.6
86%
365 Ratings

Validate callers

7.0
70%
62 Ratings
8.4
84%
324 Ratings

Outbound response

8.3
83%
59 Ratings
8.6
86%
337 Ratings

Call forwarding

7.8
78%
77 Ratings
8.7
87%
327 Ratings

Click-to-call (CTC)

6.6
66%
41 Ratings
8.7
87%
305 Ratings

Warm transfer

8.3
83%
71 Ratings
9.1
91%
346 Ratings

Predictive dialing

6.6
66%
28 Ratings
8.2
82%
169 Ratings

Interactive voice response

7.6
76%
41 Ratings
9.0
90%
237 Ratings

REST APIs

7.2
72%
25 Ratings
8.0
80%
196 Ratings

Call scripts

7.6
76%
40 Ratings
8.5
85%
165 Ratings

Call tracking

6.9
69%
67 Ratings
8.7
87%
337 Ratings

Multichannel integration

8.3
83%
37 Ratings
8.5
85%
250 Ratings

CRM software integration

6.2
62%
36 Ratings
8.5
85%
297 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.9

Talkdesk

89%
Talkdesk ranks higher in 8/9 features

Inbound call routing

8.6
86%
64 Ratings
8.9
89%
334 Ratings

Omnichannel inbound routing

9.1
91%
32 Ratings
8.6
86%
239 Ratings

Recording

8.1
81%
62 Ratings
9.4
94%
357 Ratings

Quality management

7.3
73%
60 Ratings
9.0
90%
323 Ratings

Call analytics

7.8
78%
63 Ratings
8.7
87%
334 Ratings

Historical reporting

8.2
82%
57 Ratings
8.8
88%
337 Ratings

Live reporting

9.0
90%
1 Rating
9.0
90%
334 Ratings

Customer surveys

7.6
76%
27 Ratings
8.6
86%
186 Ratings

Customer interaction analytics

N/A
0 Ratings
8.7
87%
210 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 2 areas: Likelihood to Renew, Implementation Rating
  • Talkdesk is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

7.9

8x8 Contact Center

79%
84 Ratings
8.8

Talkdesk

88%
395 Ratings

Likelihood to Renew

9.1

8x8 Contact Center

91%
1 Rating
8.5

Talkdesk

85%
15 Ratings

Usability

8.1

8x8 Contact Center

81%
16 Ratings
9.0

Talkdesk

90%
203 Ratings

Availability

8x8 Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Performance

8x8 Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Support Rating

6.4

8x8 Contact Center

64%
73 Ratings
8.2

Talkdesk

82%
189 Ratings

In-Person Training

8x8 Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Online Training

8x8 Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Implementation Rating

9.1

8x8 Contact Center

91%
1 Rating
8.7

Talkdesk

87%
167 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Talkdesk

N/A
0 Ratings

Product Scalability

8x8 Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Amye Roberson | 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

8x8 Contact Center

  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Gary Savage | 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

8x8 Contact Center

  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Anonymous | 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

8x8 Contact Center

General

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

Starting Price

8x8 Contact Center Editions & Modules

Additional Pricing Details

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

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
No answer on this topic is available.

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

8x8 Contact Center

8x8 Contact Center 8.1
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Kelly Disera | TrustRadius Reviewer

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

8x8 Contact Center

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

8x8 Contact Center

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

8x8 Contact Center

8x8 Contact Center 6.4
Based on 73 answers
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Chris Nguyen | 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

8x8 Contact Center

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

8x8 Contact Center

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

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

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

8x8 Contact Center

Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Chris Bugg | 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

Contract Terms and Pricing Model

8x8 Contact Center

8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
Keith Simpson | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Scalability

8x8 Contact Center

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

8x8 Contact Center

  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Michael Furman | 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

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