What users are saying about
11 Ratings
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Top Rated
391 Ratings
11 Ratings
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Score 7.5 out of 100

Talkdesk

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Top Rated
391 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

8x8 Express

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.
Luke Sullivan | TrustRadius Reviewer

Talkdesk

Talkdesk has been very well suited to our organization (the only organization in which I've used Talkdesk) and was the best fit at the time we signed on for the service. It can easily handle the 50-300+ agents and average of a five-digit weekly call volume that we have experienced over the past five years. Additionally, we've used it across both remote and center-based agents on Mac, PC, and Chrome based hardware with no global issues or difficulties. There may be volumes or infrastructures that would prevent Talkdesk from consideration, however I have not personally experienced any limitations.
Travis McCully | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Express
Talkdesk
8.4
Agent dashboard
8x8 Express
Talkdesk
8.4
Validate callers
8x8 Express
Talkdesk
8.6
Outbound response
8x8 Express
Talkdesk
8.1
Call forwarding
8x8 Express
Talkdesk
8.6
Click-to-call (CTC)
8x8 Express
Talkdesk
8.9
Warm transfer
8x8 Express
Talkdesk
9.1
Predictive dialing
8x8 Express
Talkdesk
7.8
Interactive voice response
8x8 Express
Talkdesk
8.6
REST APIs
8x8 Express
Talkdesk
8.1
Call scripts
8x8 Express
Talkdesk
7.9
Call tracking
8x8 Express
Talkdesk
8.5
Multichannel integration
8x8 Express
Talkdesk
8.1
CRM software integration
8x8 Express
Talkdesk
8.3

Workforce Optimization (WFO)

8x8 Express
Talkdesk
8.5
Inbound call routing
8x8 Express
Talkdesk
8.7
Omnichannel inbound routing
8x8 Express
Talkdesk
8.2
Recording
8x8 Express
Talkdesk
9.3
Quality management
8x8 Express
Talkdesk
8.5
Call analytics
8x8 Express
Talkdesk
8.4
Historical reporting
8x8 Express
Talkdesk
8.4
Live reporting
8x8 Express
Talkdesk
8.4
Customer surveys
8x8 Express
Talkdesk
8.2
Customer interaction analytics
8x8 Express
Talkdesk
8.1

Pros

8x8 Express

  • 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.
Luke Sullivan | TrustRadius Reviewer

Talkdesk

  • The interface is great. It's familiar, very similar to that on your smartphone.
  • The updates to the Live Dashboard are incredible. It is obvious that they spent time in making meaningful improvements.
  • Talkdesk support is top-notch. They are always kind and extremely responsive.
  • As an admin, the controls are nice and constantly updated.
Anonymous | TrustRadius Reviewer

Cons

8x8 Express

  • Setup is a pain.
  • Transferring numbers take a long time.
Luke Sullivan | TrustRadius Reviewer

Talkdesk

  • We would like to see improvements with the UI. There are some small things that are hard to use, even after the improvements.
  • We need the ability to share reports with others. Currently, each person has to make their own reports, which can be time consuming for the inexperienced.
  • From an administrative perspective, we would like the ability to edit or remove things like call queues (ring groups) and the recordings we use to communicate info to the customer.
Sara Shepherd | TrustRadius Reviewer

Likelihood to Renew

8x8 Express

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.5
Based on 8 answers
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.
Anonymous | TrustRadius Reviewer

Usability

8x8 Express

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.1
Based on 101 answers
[Talkdesk] is very user friendly. We got very positive reactions from our callcenter [employees]. They are very happy with this software because it is easy to use for them at home. Also the admin dashboard is very easy to use for me and my colleagues. The interface is very clear.
Anonymous | TrustRadius Reviewer

Support Rating

8x8 Express

8x8 Express 5.5
Based on 1 answer
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.
Luke Sullivan | TrustRadius Reviewer

Talkdesk

Talkdesk 8.7
Based on 187 answers
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.
Mark de Gruiter | TrustRadius Reviewer

Implementation Rating

8x8 Express

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.5
Based on 64 answers
Setup was easy enough and we were able to start making and taking calls within a week's time. The integrations did take us a little longer to get fully to where we wanted everything. Once it was all complete, there is minimal fuss to keep the system running smoothly and accurately.
Chase Slovak | TrustRadius Reviewer

Alternatives Considered

8x8 Express

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.
Luke Sullivan | TrustRadius Reviewer

Talkdesk

Talkdesk is a bit easier to use and it had the HIPAA and security features we needed in order to support our customers according to our agreements. We liked Zendesk but we couldn't reach an agreement. [Additionally,] Talkdesk is easier to use.
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Express

  • 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.
Luke Sullivan | TrustRadius Reviewer

Talkdesk

  • The average handle times have been reduced by about 5 minutes.
  • We have been able to increase productivity via our international ability to use the system and thus, multiple time zones.
  • We are able to use the recordings for many things, but a new way is in our employee training.
Anonymous | TrustRadius Reviewer

Screenshots

8x8 Express

Talkdesk

Pricing Details

8x8 Express

General

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

8x8 Express 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 Express
9.1
Talkdesk
8.8

Likelihood to Renew

8x8 Express
Talkdesk
8.5

Usability

8x8 Express
Talkdesk
9.1

Support Rating

8x8 Express
5.5
Talkdesk
8.7

Implementation Rating

8x8 Express
Talkdesk
8.5

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