What users are saying about
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52 Ratings
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Top Rated
205 Ratings

8x8 Contact Center

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52 Ratings
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Score 7.3 out of 100

Talkdesk

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Top Rated
205 Ratings
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Score 8 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Talkdesk
8.5
Agent dashboard
8x8 Contact Center
7.3
Talkdesk
8.6
Validate callers
8x8 Contact Center
6.6
Talkdesk
8.6
Outbound response
8x8 Contact Center
6.1
Talkdesk
9.1
Call forwarding
8x8 Contact Center
7.2
Talkdesk
8.8
Click-to-call (CTC)
8x8 Contact Center
6.3
Talkdesk
8.5
Warm transfer
8x8 Contact Center
7.0
Talkdesk
8.6
Predictive dialing
8x8 Contact Center
5.3
Talkdesk
8.1
Interactive voice response
8x8 Contact Center
6.1
Talkdesk
8.6
REST APIs
8x8 Contact Center
5.0
Talkdesk
8.2
Call scripts
8x8 Contact Center
5.1
Talkdesk
8.5
Call tracking
8x8 Contact Center
7.2
Talkdesk
8.7
Multichannel integration
8x8 Contact Center
5.5
Talkdesk
8.3
CRM software integration
8x8 Contact Center
5.0
Talkdesk
8.2

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Talkdesk
8.7
Inbound call routing
8x8 Contact Center
8.1
Talkdesk
8.8
Omnichannel inbound routing
8x8 Contact Center
7.3
Talkdesk
9.1
Recording
8x8 Contact Center
7.9
Talkdesk
9.2
Quality management
8x8 Contact Center
6.9
Talkdesk
8.6
Call analytics
8x8 Contact Center
7.4
Talkdesk
8.4
Historical reporting
8x8 Contact Center
6.7
Talkdesk
8.8
Live reporting
8x8 Contact Center
9.0
Talkdesk
8.7
Customer surveys
8x8 Contact Center
6.8
Talkdesk
8.2
Customer interaction analytics
8x8 Contact Center
Talkdesk
8.2

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's simple to use. A classic phone digit call-bar and a clear reporting page which displays call progress and agent status. The call-bar automatically populates ZenDesk tickets for all on-file numbers. Unknown or unassociated emails can be easily copied and referenced or applied to a new contact slot. Nothing fancy, as it should be.
Colby Seifert | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Talkdesk

Talkdesk 9.1
Based on 73 answers
Support is extremely well delivered in a timely manner. I have not had any situation where I have felt not supported by the team of Talkdesk. The support is there, and it makes the whole experience so much nicer, unlike other platforms were you feel isolated once you have purchased the product.
Clara Rizzo | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

Talkdesk

General

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

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Talkdesk
8.1

Likelihood to Renew

8x8 Contact Center
Talkdesk
10.0

Usability

8x8 Contact Center
8.2
Talkdesk
8.8

Support Rating

8x8 Contact Center
5.5
Talkdesk
9.1

Implementation Rating

8x8 Contact Center
Talkdesk
7.0

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