8x8 Contact Center vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.6 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Talkdesk
Score 8.2 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
8x8 Contact CenterTalkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
8x8 Contact CenterTalkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
8x8 Contact CenterTalkdesk
Considered Both Products
8x8 Contact Center

No answer on this topic

Talkdesk
Chose Talkdesk
No comparison. Talkdesk is leaps and bounds over the antiquated 8x8 Contact Center. I couldn't be happier with such a user-friendly and stable call management tool. Positive interactions all around for the smart integration with Salesforce. No more lost calls. Quick notes for …
Chose Talkdesk
Talkdesk beats the competition because it understands integrations between CRM systems much better than the competitors. VoIP software's tend to focus on the quality of the calls, the actual dialer and that part of the software. Talkdesk focuses on the the customizable …
Chose Talkdesk
The reporting features and usability is much better than these other two options. 8x8 and Incontact (NICE CXone) were good when we had a smaller team of 10 to 20 agents on phones, but now that our customer service center is 50+, Talkdesk was able to handle the growth, and then …
Chose Talkdesk
Our company previously used 8x8, which was reducing productivity due to frequent call dropping and failure to log calls properly. Talkdesk has been much more reliable and has allowed us to increase our productivity with fewer issues.
Chose Talkdesk
So much more flexibility with Talkdesk when it comes to setting up flows and how I can move members around with seat changes. Then couple that in with the Studio Academy where I can learn how to best use the product and help onboard my team = SOLD! : )

I've used many call …
Chose Talkdesk
The reason we selected Talkdesk is because of the Salesforce integration. We found out Talkdesk/Salesforce integration is superior compared to the other vendors.
Chose Talkdesk
Blows most of them out of the water, Five9 would be Talkdesk's best competition out there in the space at the moment.
Chose Talkdesk

We needed to be able to move to a cloud base solution for home working on a global scale and our current infrastructure would not allow for this growth.

Chose Talkdesk
Talkdesk has all the same functionality of 8x8 with less cost and and a cleaner user interface.
Chose Talkdesk
We investigated several other software options before going with Talkdesk. Having a free trial was extremely helpful in testing the usefulness of this software. There were several options that would have helped us to revert back to our old system had we not liked Talkdesk, but …
Chose Talkdesk
Talkdesk is much easier to implement and less costly than their competitors. That's why I decided to move forward with them. Their service and reliability are what has kept me on for three years now.
Top Pros
Top Cons
Features
8x8 Contact CenterTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
6.9
131 Ratings
19% below category average
Talkdesk
8.4
434 Ratings
1% above category average
Agent dashboard7.8116 Ratings8.4415 Ratings
Validate callers6.9105 Ratings8.1364 Ratings
Outbound response8.0102 Ratings8.4380 Ratings
Call forwarding8.0119 Ratings8.6369 Ratings
Click-to-call (CTC)5.677 Ratings8.9344 Ratings
Warm transfer8.0115 Ratings8.9391 Ratings
Predictive dialing7.953 Ratings8.6193 Ratings
Interactive voice response7.169 Ratings8.3269 Ratings
REST APIs7.641 Ratings8.1215 Ratings
Call scripts7.469 Ratings8.0190 Ratings
Call tracking6.9115 Ratings8.7385 Ratings
Multichannel integration4.667 Ratings8.1280 Ratings
CRM software integration4.459 Ratings7.9335 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.8
122 Ratings
6% below category average
Talkdesk
8.7
421 Ratings
5% above category average
Inbound call routing7.8111 Ratings8.7383 Ratings
Omnichannel inbound routing8.161 Ratings8.5271 Ratings
Recording8.0108 Ratings9.3405 Ratings
Quality management7.7108 Ratings9.0366 Ratings
Call analytics7.5108 Ratings8.9380 Ratings
Historical reporting7.4100 Ratings8.5387 Ratings
Live reporting9.01 Ratings8.8381 Ratings
Customer surveys7.257 Ratings8.1207 Ratings
Customer interaction analytics00 Ratings8.3237 Ratings
Best Alternatives
8x8 Contact CenterTalkdesk
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterTalkdesk
Likelihood to Recommend
7.7
(135 ratings)
8.2
(447 ratings)
Likelihood to Renew
7.7
(6 ratings)
8.7
(36 ratings)
Usability
8.3
(21 ratings)
8.6
(263 ratings)
Availability
9.1
(2 ratings)
9.8
(6 ratings)
Performance
9.1
(2 ratings)
10.0
(5 ratings)
Support Rating
3.9
(52 ratings)
8.6
(130 ratings)
In-Person Training
9.1
(1 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.4
(4 ratings)
Implementation Rating
8.5
(4 ratings)
8.1
(204 ratings)
Configurability
9.1
(2 ratings)
10.0
(6 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
10.0
(6 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
8x8 Contact CenterTalkdesk
Likelihood to Recommend
8x8, Inc.
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.
Read full review
Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
Read full review
Pros
8x8, Inc.
  • 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.
Read full review
Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
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Cons
8x8, Inc.
  • 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.
Read full review
Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
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Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
Read full review
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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Usability
8x8, Inc.
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!!
Read full review
Talkdesk
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. The platform is very simple to use and understand
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
Read full review
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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Support Rating
8x8, Inc.
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.
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Talkdesk
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.
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
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Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
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Implementation Rating
8x8, Inc.
It was extremely easy
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Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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Alternatives Considered
8x8, Inc.
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.
Read full review
Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Talkdesk
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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Return on Investment
8x8, Inc.
  • 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.
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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.
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