8x8 Contact Center vs Talkdesk | TrustRadius

What users are saying about

Score 7.8 out of 10

Based on 118 reviews and ratings

Score 7.9 out of 10

Based on 262 reviews and ratings

Feature Rating Comparison

8x8 Contact Center

Talkdesk

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Talkdesk

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Customization -- we can set up all our outbound messages in the caller menu, and the caller then can select the appropriate department. We can prioritize inbound calls during busy times
Transcripts -- While not 100% accurate, the voice to text conversion is quite helpful
Caller ID -- we can generally tell when an existing customer is calling in -- this allows us to get a jump on locating order details, etc.
Pop-ups -- regardless of the window being used, you can always see when a call is coming in

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Director of Customer Service

EVELO Electric BicyclesSports, 11-50 employees

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Cons

The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

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Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

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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.

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Greg Zalecki Jr.

Director of Client Services

Sema4Biotechnology, 201-500 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Talkdesk 7.5

Based on 2 answers

We are invested! :)

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Product Specialist

NationBuilderInternet, 51-200 employees

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Usability

8x8 Contact Center 8.0

Based on 16 answers

It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.

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Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

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Talkdesk 9.3

Based on 39 answers

The Callbar often glitches, and we almost daily have to clear our Callbar caches, which is not something that is straightforward and simple for any user to do, nor is it very realistic that we can have every single agent clear their Callbar application multiple times a day to avoid glitches.

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Customer Service Manager

Neighborhoods.comReal Estate, 51-200 employees

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Support Rating

8x8 Contact Center 7.0

Based on 50 answers

The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

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Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

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Talkdesk 8.7

Based on 183 answers

Talkdesk needs a dedicated customer support manager for each client. I don't feel that Talkdesk truly understands its customers fully. They are quick to get back to you if you have an issue however, typically they are not able to identify issues but they seem to work out the kinks eventually.

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Business Development Manager

sMedia.caMarketing & Advertising, 51-200 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Talkdesk 7.0

Based on 2 answers

It was a little confusing but it was worth it!

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Product Specialist

NationBuilderInternet, 51-200 employees

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Alternatives Considered

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.

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Sr. Contracts Manager

Fortna Inc.Logistics & Supply Chain, 201-500 employees

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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

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Becky Jewell Laughton

Implementation Project Manager

XolaInternet, 51-200 employees

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Return on Investment

The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
A negative impact is how short the phone warranty is.
A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.

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Office Manager

Blanchard & Thomas, LLPLaw Practice, 1-10 employees

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For the services that we use, I am pleased with the positive impact on the business.
I have been able to review call patterns with agents and get them coached accordingly.
It would be nice if, for contact centers, the full Q&A session was added, but what we currently use is great.

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Junior Ops Manager

Nice GlobalConsumer Services, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Talkdesk Editions & Modules

Edition

Professional	$65¹
Professional +	Contact sales team
Enterprise	Contact sales team

per seat/per month

Additional Pricing Details

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Rating Summary

8x8 Contact Center

Talkdesk

8x8 Contact Center

Talkdesk

8x8 Contact Center

Talkdesk

8x8 Contact Center

Talkdesk

8x8 Contact Center

Talkdesk

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