8x8 Contact Center vs Talkdesk | TrustRadius

What users are saying about

Score 7.3 out of 10

Based on 52 reviews and ratings

Score 8 out of 10

Based on 205 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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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

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Bilingual Receptionist

Ruby ReceptionistsTelecommunications, 201-500 employees

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Cons

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

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Audrey Easterday

Partner

Customer Help ServicesTelecommunications, 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 10.0

Based on 1 answer

We are invested! :)

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Product Specialist

NationBuilderInternet, 51-200 employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

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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.

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Special Incidents

JunoTransportation/Trucking/Railroad, 51-200 employees

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Support Rating

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.

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Melissa McCormack

Senior Manager Customer Experience

Constant TherapyHealth, Wellness and Fitness, 11-50 employees

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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.

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Admin Specialist

EFEducation Management, 10,001+ employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Talkdesk 7.0

Based on 1 answer

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

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.

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Verified User

Manager in Customer Service

Consumer Goods Company, 51-200 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

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.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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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.

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Member Advocate

Happy MoneyFinancial 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

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

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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