What users are saying about
7 Ratings
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Top Rated
493 Ratings
7 Ratings
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Score 7.8 out of 100

Talkdesk

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Top Rated
493 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

  • Altitude uCI ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.7

Altitude

97%
8.6

Talkdesk

86%
Altitude uCI ranks higher in 13/13 features

Agent dashboard

9.0
90%
1 Rating
8.6
86%
365 Ratings

Validate callers

10.0
100%
1 Rating
8.4
84%
324 Ratings

Outbound response

10.0
100%
1 Rating
8.6
86%
337 Ratings

Call forwarding

10.0
100%
1 Rating
8.7
87%
327 Ratings

Click-to-call (CTC)

9.0
90%
1 Rating
8.7
87%
305 Ratings

Warm transfer

10.0
100%
1 Rating
9.1
91%
346 Ratings

Predictive dialing

10.0
100%
1 Rating
8.2
82%
169 Ratings

Interactive voice response

10.0
100%
1 Rating
9.0
90%
237 Ratings

REST APIs

9.0
90%
1 Rating
8.0
80%
196 Ratings

Call scripts

10.0
100%
1 Rating
8.5
85%
165 Ratings

Call tracking

10.0
100%
1 Rating
8.7
87%
337 Ratings

Multichannel integration

10.0
100%
1 Rating
8.5
85%
250 Ratings

CRM software integration

9.0
90%
1 Rating
8.5
85%
297 Ratings

Workforce Optimization (WFO)

9.6

Altitude

96%
8.9

Talkdesk

89%
Altitude uCI ranks higher in 6/9 features

Inbound call routing

10.0
100%
1 Rating
8.9
89%
334 Ratings

Omnichannel inbound routing

10.0
100%
1 Rating
8.6
86%
239 Ratings

Recording

10.0
100%
1 Rating
9.4
94%
357 Ratings

Quality management

9.0
90%
1 Rating
9.0
90%
323 Ratings

Call analytics

8.0
80%
1 Rating
8.7
87%
334 Ratings

Historical reporting

10.0
100%
1 Rating
8.8
88%
337 Ratings

Live reporting

10.0
100%
1 Rating
9.0
90%
334 Ratings

Customer surveys

N/A
0 Ratings
8.6
86%
186 Ratings

Customer interaction analytics

N/A
0 Ratings
8.7
87%
210 Ratings

Attribute Ratings

  • Altitude uCI is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Altitude

90%
1 Rating
8.8

Talkdesk

88%
395 Ratings

Likelihood to Renew

Altitude

N/A
0 Ratings
8.5

Talkdesk

85%
15 Ratings

Usability

Altitude

N/A
0 Ratings
9.0

Talkdesk

90%
203 Ratings

Availability

Altitude

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Performance

Altitude

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Support Rating

Altitude

N/A
0 Ratings
8.2

Talkdesk

82%
189 Ratings

In-Person Training

Altitude

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Online Training

Altitude

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Implementation Rating

Altitude

N/A
0 Ratings
8.7

Talkdesk

87%
167 Ratings

Product Scalability

Altitude

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Likelihood to Recommend

Altitude

  • Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
  • Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
  • Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
  • Offers the possibility to save interaction outcomes and present them in monitoring and reports.
  • Cannot replace a corporate PBX.
Anonymous | TrustRadius Reviewer

Talkdesk

Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.
Anonymous | TrustRadius Reviewer

Pros

Altitude

  • Predictive outbound
  • Offers a reliable CRM-lite option
  • GDPR platform module
  • Customizable reports
  • Powerful IVR flows with many options
  • Web-based management and agent applications available
Anonymous | TrustRadius Reviewer

Talkdesk

  • Studio Academy - We / our team can self learn on how to address our own problems
  • Studio Building - Very easy to draft up a phone tree and have it operational in hours!
  • Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
Tyler Neuwirth | TrustRadius Reviewer

Cons

Altitude

  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
Anonymous | TrustRadius Reviewer

Talkdesk

  • Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.
Anonymous | TrustRadius Reviewer

Pricing Details

Altitude

General

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

Starting Price

Altitude Editions & Modules

Additional Pricing Details

Talkdesk

General

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

Starting Price

$0

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details

Likelihood to Renew

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.5
Based on 15 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

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.0
Based on 203 answers
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.
Desiree Moore | TrustRadius Reviewer

Reliability and Availability

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 2 answers
Nothing so far , no issues which is very good, first time in this business i have seen something like this.
Anonymous | TrustRadius Reviewer

Performance

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 2 answers
We have never had a Talkdesk performance issue.As long as you follow the system requirements, which are MINIMAL, neither will you.
Ken Cohen | TrustRadius Reviewer

Support Rating

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.2
Based on 189 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

In-Person Training

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 1 answer
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Anonymous | TrustRadius Reviewer

Online Training

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 1 answer
Easy to use, digestable bits of information
Ken Cohen | TrustRadius Reviewer

Implementation Rating

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.7
Based on 167 answers
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Altitude

Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Scalability

Altitude

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 2 answers
Works very well where I work , serves the purpose of the business.
Anonymous | TrustRadius Reviewer

Return on Investment

Altitude

  • Reliable prediction improves productivity
  • Multichannel integration offers an all-in-one solution
  • Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
  • Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)
Anonymous | TrustRadius Reviewer

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.
Carlos A | TrustRadius Reviewer

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