8x8 Contact Center vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.4 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 7.9 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 Digital Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
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 DetailsPricing is based on a 3 year commitment to these editions.
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.
Features
8x8 Contact CenterTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
8.3
150 Ratings
0% above category average
Talkdesk
7.8
474 Ratings
6% below category average
Agent dashboard8.4134 Ratings7.9454 Ratings
Validate callers8.4119 Ratings8.1399 Ratings
Outbound response8.3119 Ratings7.8417 Ratings
Call forwarding8.6136 Ratings7.8407 Ratings
Click-to-call (CTC)8.591 Ratings8.6378 Ratings
Warm transfer8.4131 Ratings8.9429 Ratings
Predictive dialing7.557 Ratings8.3221 Ratings
Interactive voice response8.884 Ratings7.9303 Ratings
REST APIs7.553 Ratings7.7239 Ratings
Call scripts8.580 Ratings6.8215 Ratings
Call tracking8.5132 Ratings8.5422 Ratings
Multichannel integration8.277 Ratings7.3309 Ratings
CRM software integration8.471 Ratings6.5365 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.5
138 Ratings
4% above category average
Talkdesk
8.5
460 Ratings
4% above category average
Inbound call routing8.9124 Ratings8.4420 Ratings
Omnichannel inbound routing8.372 Ratings8.3303 Ratings
Recording8.5123 Ratings9.2444 Ratings
Quality management8.6122 Ratings9.1403 Ratings
Call analytics8.0124 Ratings8.5418 Ratings
Historical reporting8.1115 Ratings8.3425 Ratings
Live reporting8.417 Ratings8.6417 Ratings
Customer surveys8.467 Ratings7.6232 Ratings
Customer interaction analytics8.812 Ratings8.5267 Ratings
Best Alternatives
8x8 Contact CenterTalkdesk
Small Businesses
CloudTalk
CloudTalk
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterTalkdesk
Likelihood to Recommend
8.2
(154 ratings)
7.7
(487 ratings)
Likelihood to Renew
6.5
(8 ratings)
8.5
(37 ratings)
Usability
8.3
(40 ratings)
8.2
(303 ratings)
Availability
9.1
(2 ratings)
9.9
(7 ratings)
Performance
9.1
(2 ratings)
10.0
(7 ratings)
Support Rating
8.5
(53 ratings)
7.4
(130 ratings)
In-Person Training
9.1
(1 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.8
(5 ratings)
Implementation Rating
9.0
(5 ratings)
7.2
(220 ratings)
Configurability
9.1
(2 ratings)
10.0
(7 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
10.0
(1 ratings)
Product Scalability
9.1
(2 ratings)
10.0
(7 ratings)
Vendor post-sale
-
(0 ratings)
9.3
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
8x8 Contact CenterTalkdesk
Likelihood to Recommend
8x8, Inc.
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
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Talkdesk
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
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Pros
8x8, Inc.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
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Talkdesk
  • I appreciate the level of detail for reporting in Explore.
  • The interface is easy to use, both for admin and our agents
  • Even though we have not yet utilized Studio, I appreciate the level of complexity we can put into our IVR
  • The feedback mechanism enables the collection of customer responses across various inquiries.
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Cons
8x8, Inc.
  • Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
  • Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
  • Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
  • Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
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Talkdesk
  • Reporting is not easy to manipulate
  • Workforce management is not available in a simplified view
  • Creation of the Quality management process is not easy
  • Call quality is not great in Africa
  • Some features do not yet come with a full list of reporting capabilities
  • Connectivity causes delays in responses in all communication as they have no tower in Africa
  • It is significantly more expensive than local providers
  • Lack of integration to in-house systems caused a barrier
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Likelihood to Renew
8x8, Inc.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
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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.
8x8's contact center provides us with the functionality and capabilities we desire. Leaders have the ability to measure, guide, and improve the performance of our service representatives. They also have the ability to make necessary changes based on call volumes and workloads. Our service representatives have the tools required to resolve callers' needs more effectively. The administration tools available help us self-service our needs and resolve issues.
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Talkdesk
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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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
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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.
Charlie Knutson is fantastic, however when you call the support number it is almost impossible to get through and when you do they cannot fix your issue. That is the biggest challenge. It is a difference between that and reaching our contact directly. The email support number that our company was given is very responsive and good.
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Talkdesk
We've had five account execs in 18 months, three of which were apparently downsized. That makes me question the stability to Talkdesk as a company. We continue to struggle getting timely, effective support when we have questions or issues. Usually, we email the support team, get the initial 'somebody will contact you' message, and then it can be days or in some cases over a week before we get a response.
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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
No answers on this topic
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
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
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Implementation Rating
8x8, Inc.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
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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.
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
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Talkdesk
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.
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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
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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.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
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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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ScreenShots

Talkdesk Screenshots

Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.Screenshot of Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.Screenshot of Talkdesk AI Trainer™, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.