What users are saying about
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
518 Ratings
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.4 out of 100

Talkdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
518 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

    Contact Center Software

    8x8 Express

    Feature Set Not Supported
    N/A
    8.6

    Talkdesk

    86%
    Talkdesk ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.5
    85%
    375 Ratings

    Validate callers

    N/A
    0 Ratings
    8.4
    84%
    330 Ratings

    Outbound response

    N/A
    0 Ratings
    8.6
    86%
    345 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.7
    87%
    333 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    314 Ratings

    Warm transfer

    N/A
    0 Ratings
    9.1
    91%
    354 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.2
    82%
    170 Ratings

    Interactive voice response

    N/A
    0 Ratings
    9.0
    90%
    241 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    198 Ratings

    Call scripts

    N/A
    0 Ratings
    8.5
    85%
    169 Ratings

    Call tracking

    N/A
    0 Ratings
    8.7
    87%
    346 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.5
    85%
    256 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.5
    85%
    305 Ratings

    Workforce Optimization (WFO)

    8x8 Express

    Feature Set Not Supported
    N/A
    8.8

    Talkdesk

    88%
    Talkdesk ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    343 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.6
    86%
    246 Ratings

    Recording

    N/A
    0 Ratings
    9.4
    94%
    367 Ratings

    Quality management

    N/A
    0 Ratings
    9.0
    90%
    333 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    344 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.8
    88%
    347 Ratings

    Live reporting

    N/A
    0 Ratings
    9.0
    90%
    344 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.6
    86%
    190 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.7
    87%
    214 Ratings

    Attribute Ratings

    • 8x8 Express is rated higher in 1 area: Likelihood to Recommend
    • Talkdesk is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    9.1

    8x8 Express

    91%
    1 Rating
    8.8

    Talkdesk

    88%
    405 Ratings

    Likelihood to Renew

    8x8 Express

    N/A
    0 Ratings
    8.4

    Talkdesk

    84%
    16 Ratings

    Usability

    8x8 Express

    N/A
    0 Ratings
    8.9

    Talkdesk

    89%
    214 Ratings

    Availability

    8x8 Express

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Performance

    8x8 Express

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Support Rating

    5.5

    8x8 Express

    55%
    1 Rating
    8.0

    Talkdesk

    80%
    187 Ratings

    In-Person Training

    8x8 Express

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Online Training

    8x8 Express

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Implementation Rating

    8x8 Express

    N/A
    0 Ratings
    8.7

    Talkdesk

    87%
    178 Ratings

    Configurability

    8x8 Express

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Product Scalability

    8x8 Express

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    2 Ratings

    Vendor post-sale

    8x8 Express

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Vendor pre-sale

    8x8 Express

    N/A
    0 Ratings
    10.0

    Talkdesk

    100%
    1 Rating

    Likelihood to Recommend

    8x8, Inc.

    For the price, having all of these features is amazing. If you have separate divisions and want to not have a ton of crossover with calls this is a great setup. It isn’t a great setup if you need only one phone since it doesn’t make sense since you won’t use most of the features.
    Read full review

    Talkdesk

    Talkdesk is very well suited for teams that are working from home. It is easier to log in wherever you are, still be reached by your customers, and have your colleagues available for consultation or blind transfers in one click. It is also well suited for companies that have clients who speak different languages. Using the call flow, we are able to direct calls in specific languages to the agents that are fluent in it, saving us a lot of time with unnecessary consultations or blind transfers.
    Read full review

    Pros

    8x8, Inc.

    • Being able to forward calls to my cell phone when I am out of office.
    • So much functionality. So many options.
    • One set price instead of a bunch of add-on fees.
    Read full review

    Talkdesk

    • Address internal issues quickly and solves any IT problems that arise in an efficient fashion
    • Allows our large company to stay connected, and easily reach anyone in the company
    • Allows our customers to have a quick and successful call experience by being routed to the correct agent
    Read full review

    Cons

    8x8, Inc.

    • Setup is a pain.
    • Transferring numbers take a long time.
    Read full review

    Talkdesk

    • Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
    • I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
    • Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
    Read full review

    Pricing Details

    8x8 Express

    Starting Price

    $0

    Editions & Modules

    8x8 Express editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Talkdesk

      Starting Price

      $0

      Editions & Modules

      Talkdesk editions and modules pricing
      EditionModules
      Professional651
      Professional +Contact sales team2
      EnterpriseContact sales team3

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Likelihood to Renew

      8x8, Inc.

      No answers on this topic

      Talkdesk

      It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.
      Read full review

      Usability

      8x8, Inc.

      No answers on this topic

      Talkdesk

      Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.
      Read full review

      Reliability and Availability

      8x8, Inc.

      No answers on this topic

      Talkdesk

      Nothing so far , no issues which is very good, first time in this business i have seen something like this.
      Read full review

      Performance

      8x8, Inc.

      No answers on this topic

      Talkdesk

      We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
      Read full review

      Support Rating

      8x8, Inc.

      If you get less than 4 phones you fall into the online only customer service. There were a couple of times that I could have used more assistance but figuring it out online was a bit of a hassle.
      Read full review

      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.
      Read full review

      In-Person Training

      8x8, Inc.

      No answers on this topic

      Talkdesk

      I was shown how to use Talkdesk and was happy with it. I learned all I needed.
      Read full review

      Online Training

      8x8, Inc.

      No answers on this topic

      Talkdesk

      Easy to use, digestable bits of information
      Read full review

      Implementation Rating

      8x8, Inc.

      No answers on this topic

      Talkdesk

      The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.
      Read full review

      Alternatives Considered

      8x8, Inc.

      I love 8x8. Having not used Polycom phones before, the hardest part was learning how to set up and use the actual phones. 8x8 makes it a seamless transition from using other service providers. Their customer service is excellent although if you get their cheapest plan you will only get online assistance.
      Read full review

      Talkdesk

      I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.
      Read full review

      Scalability

      8x8, Inc.

      No answers on this topic

      Talkdesk

      We have grown from 5 licenses to over 100 in two years, on our way to 200 this year
      Read full review

      Return on Investment

      8x8, Inc.

      • We are still learning all the nuances but we miss much fewer calls.
      • Transitioning calls to the appropriate person is much easier.
      • Ease of use.
      Read full review

      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.
      Read full review

      Screenshots

      Add comparison