What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Talkdesk

17 Ratings
Score 7.6 out of 101

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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 seems better suited for a support center than an outbound call center. Many of the features that we find missing are more relevant to outbound calling (like redial and voicemail) than to a support center where agents are queued up for inbound calls. One major disadvantage is unreliability over wi-fi, so it doesn't support remote or work-from-home employees very well.
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Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Talkdesk
Agent dashboard
8x8 Virtual Contact Center
8.0
Talkdesk
Validate callers
8x8 Virtual Contact Center
9.0
Talkdesk
Outbound response
8x8 Virtual Contact Center
10.0
Talkdesk
Call forwarding
8x8 Virtual Contact Center
10.0
Talkdesk
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Talkdesk
Warm transfer
8x8 Virtual Contact Center
9.0
Talkdesk
Predictive dialing
8x8 Virtual Contact Center
8.0
Talkdesk
Interactive voice response
8x8 Virtual Contact Center
8.0
Talkdesk
Call scripts
8x8 Virtual Contact Center
9.0
Talkdesk
Call tracking
8x8 Virtual Contact Center
9.0
Talkdesk

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Talkdesk
Inbound call routing
8x8 Virtual Contact Center
10.0
Talkdesk
Recording
8x8 Virtual Contact Center
9.0
Talkdesk
Quality management
8x8 Virtual Contact Center
9.0
Talkdesk
Call analytics
8x8 Virtual Contact Center
8.0
Talkdesk
Historical reporting
8x8 Virtual Contact Center
7.5
Talkdesk
Live reporting
8x8 Virtual Contact Center
9.0
Talkdesk

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 does an excellent job at warm call transfers between customer service agents.
  • Talkdesk has great network analytic tools. If a freelance customer service agent is having trouble with connectivity, Talkdesk makes troubleshooting very easy with a browser tool that doesn't require installation.
  • Talkdesk generally has great call quality, which has dramatically improved over the last few years.
Alexander Aldrich 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
  • Only offer a 1 year, or longer, contract.
  • Their enterprise pricing is overpriced 'when it's a small value add compared to their professional level.
  • Occasional outages or routing issues. They're down several hours per month.
Nate Peace profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Talkdesk is more customizable and all around better than Zendesk voice. For me Zendesk voice is an early choice great for small call centers, but then they need to quickly consider a more robust solution.Talkdesk is significantly better than Five9. For being called Five9, they are not up 99.999% of the time. We experienced significant downtimes with Five9, had trouble with their lack of UI, and found their technical requirements our of date and limiting.
Nate Peace 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
  • We were able to sell our physical phones which was great
  • We had to hard-wire some computers to the internet to make it work successfully
Taylor Pineiro 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