What users are saying about

Talkdesk

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36 Ratings
6 Ratings
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Score 7.7 out of 101

Talkdesk

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36 Ratings
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Score 7.6 out of 101

Add comparison

Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Talkdesk

Talkdesk is well suited for small to medium contact centers to customize and setup. You don't need to be an expert to setup and flip the switch.Reporting is a little harder to customize. Calls do drop and troubleshooting is difficult to find out the root cause. I heard in the next update you will be able to tag these calls which should make resolving easier.
Greg Zalecki Jr. profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Talkdesk
8.3
Agent dashboard
8x8 Virtual Contact Center
8.0
Talkdesk
8.3
Validate callers
8x8 Virtual Contact Center
9.0
Talkdesk
8.3
Outbound response
8x8 Virtual Contact Center
10.0
Talkdesk
8.5
Call forwarding
8x8 Virtual Contact Center
10.0
Talkdesk
8.2
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Talkdesk
8.6
Warm transfer
8x8 Virtual Contact Center
9.0
Talkdesk
8.4
Predictive dialing
8x8 Virtual Contact Center
8.0
Talkdesk
7.5
Interactive voice response
8x8 Virtual Contact Center
8.0
Talkdesk
8.7
Call scripts
8x8 Virtual Contact Center
9.0
Talkdesk
7.7
Call tracking
8x8 Virtual Contact Center
9.0
Talkdesk
8.1
REST APIs
8x8 Virtual Contact Center
Talkdesk
8.4
Multichannel integration
8x8 Virtual Contact Center
Talkdesk
8.6
CRM software integration
8x8 Virtual Contact Center
Talkdesk
8.3

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Talkdesk
8.4
Inbound call routing
8x8 Virtual Contact Center
10.0
Talkdesk
8.5
Recording
8x8 Virtual Contact Center
9.0
Talkdesk
8.7
Quality management
8x8 Virtual Contact Center
9.0
Talkdesk
8.4
Call analytics
8x8 Virtual Contact Center
8.0
Talkdesk
8.3
Historical reporting
8x8 Virtual Contact Center
7.5
Talkdesk
8.2
Live reporting
8x8 Virtual Contact Center
9.0
Talkdesk
8.6
Omnichannel inbound routing
8x8 Virtual Contact Center
Talkdesk
9.0
Customer surveys
8x8 Virtual Contact Center
Talkdesk
8.0
Customer interaction analytics
8x8 Virtual Contact Center
Talkdesk
8.4

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Talkdesk works on most browsers: Firefox, Chrome, Safari - and it does well across different devices/computers.
  • We can depend on Talkdesk to be reliable and not be down. It has never been 'down' in the entire time I've used it.
  • I like the simplicity of the UI. It isn't overwhelming or full of areas that I have to fill out. It gets me on to the next call quickly and efficiently.
Becky Jewell Laughton profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • The Voicemail area shows a red mark notification if anyone on the team has a voicemail. I would like it to show a 'red mark' notification only if I have pending messages or voicemails, not my teammates. However, this is useful for very small teams of 3-10 - maybe our team is getting too big for our level of Talkdesk.
  • I'd like Talkdesk to tell me if it is detecting audio problems more often. Sometimes I will make a call and my headphones wont be working, but Talkdesk is just fine. I'd want Talkdesk to warn me if it can that my headset needs to be turned off/on again.
  • The customer search area is great for maybe 3000 or less customers, I'd like to see more detailed search queries and retrieval be introduced. Sometimes, the caller ID is not perfect.
Becky Jewell Laughton profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Talkdesk10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro profile photo

Usability

No score
No answers yet
No answers on this topic
Talkdesk8.0
Based on 1 answer
Taylor Pineiro profile photo

Support

No score
No answers yet
No answers on this topic
Talkdesk9.0
Based on 1 answer
Support has been great!
Taylor Pineiro profile photo

Implementation

No score
No answers yet
No answers on this topic
Talkdesk7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
I have not used any other product for calls besides Talkdesk, so I don't have much to say in regards to this.
Yadira Vizcaya profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • It is great! We are able to serve more guests quickly.
  • By serving more guests and being able to answer calls quickly we are converting more calls into reservations.
Yadira Vizcaya profile photo

Pricing Details

8x8 Virtual Contact Center

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

Talkdesk

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