What users are saying about
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118 Ratings
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Top Rated
262 Ratings

8x8 Contact Center

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118 Ratings
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Score 7.8 out of 100

Talkdesk

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Top Rated
262 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

Talkdesk

Talkdesk has helped my team manage not only our customer contact center and the employees that work remotely now due to COVID-19, but Talkdesk has also allowed us to filter out spammers, sales calls, customer support calls, onboarding calls, as we have been able to customize our ring groups to a maximum with all the options that Talkdesk allows you to have. Including custom IVR'S per each ring group and then some.
Mark de Gruiter | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.4
Talkdesk
8.7
Agent dashboard
8x8 Contact Center
7.7
Talkdesk
8.3
Validate callers
8x8 Contact Center
8.1
Talkdesk
8.7
Outbound response
8x8 Contact Center
7.6
Talkdesk
8.6
Call forwarding
8x8 Contact Center
8.3
Talkdesk
8.9
Click-to-call (CTC)
8x8 Contact Center
7.1
Talkdesk
9.0
Warm transfer
8x8 Contact Center
8.2
Talkdesk
9.2
Predictive dialing
8x8 Contact Center
6.9
Talkdesk
8.7
Interactive voice response
8x8 Contact Center
8.3
Talkdesk
9.0
REST APIs
8x8 Contact Center
5.6
Talkdesk
8.5
Call scripts
8x8 Contact Center
8.2
Talkdesk
9.0
Call tracking
8x8 Contact Center
7.7
Talkdesk
8.9
Multichannel integration
8x8 Contact Center
6.5
Talkdesk
8.1
CRM software integration
8x8 Contact Center
5.9
Talkdesk
8.6

Workforce Optimization (WFO)

8x8 Contact Center
8.1
Talkdesk
8.6
Inbound call routing
8x8 Contact Center
8.5
Talkdesk
8.9
Omnichannel inbound routing
8x8 Contact Center
7.8
Talkdesk
8.5
Recording
8x8 Contact Center
8.3
Talkdesk
9.4
Quality management
8x8 Contact Center
7.7
Talkdesk
8.4
Call analytics
8x8 Contact Center
8.1
Talkdesk
8.2
Historical reporting
8x8 Contact Center
7.2
Talkdesk
8.5
Live reporting
8x8 Contact Center
9.0
Talkdesk
8.3
Customer surveys
8x8 Contact Center
7.8
Talkdesk
8.5
Customer interaction analytics
8x8 Contact Center
Talkdesk
8.6

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

  • 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
Bill Cummings | TrustRadius Reviewer

Cons

8x8 Contact Center

  • 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.
Chris Nguyen | 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 7.5
Based on 2 answers
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

8x8 Contact Center

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.
Chris Bugg | TrustRadius Reviewer

Talkdesk

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.
Kelly Hogan | TrustRadius Reviewer

Support Rating

8x8 Contact Center

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.
Anonymous | TrustRadius Reviewer

Talkdesk

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.
Jeffrey Adams | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.0
Based on 2 answers
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

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.
Jeffrey Bryan | 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

  • 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.
Christina K | TrustRadius Reviewer

Talkdesk

  • 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.
Nordia Anaje | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

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

8x8 Contact Center Editions & Modules

Additional Pricing Details

Talkdesk

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
EnterpriseContact sales team
  1. per seat/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

8x8 Contact Center
8.1
Talkdesk
8.3

Likelihood to Renew

8x8 Contact Center
Talkdesk
7.5

Usability

8x8 Contact Center
8.0
Talkdesk
9.3

Support Rating

8x8 Contact Center
7.0
Talkdesk
8.7

Implementation Rating

8x8 Contact Center
Talkdesk
7.0

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