What users are saying about
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Top Rated
315 Ratings
128 Ratings
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Score 6.9 out of 100

Talkdesk

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Top Rated
315 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Avaya OneCloud CCaaS

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Talkdesk

Talkdesk is great for monitoring calls and agent activity. The reporting is clear and concise and is readily available very quickly. The status monitoring feature is easy to use for all agents, and call recordings are retrievable easily and quickly. It is also easy to redirect calls/transfer calls to different departments. Talkdesk suits us really well as we have lots of different departments all working remotely in different time zones, and Talkdesk allows us to have everyone online and visible where necessary.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
Talkdesk
8.8
Agent dashboard
Avaya OneCloud CCaaS
8.6
Talkdesk
8.3
Validate callers
Avaya OneCloud CCaaS
8.1
Talkdesk
8.8
Outbound response
Avaya OneCloud CCaaS
8.8
Talkdesk
8.8
Call forwarding
Avaya OneCloud CCaaS
8.8
Talkdesk
8.7
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.3
Talkdesk
9.1
Warm transfer
Avaya OneCloud CCaaS
8.7
Talkdesk
9.3
Predictive dialing
Avaya OneCloud CCaaS
7.2
Talkdesk
8.6
Interactive voice response
Avaya OneCloud CCaaS
9.0
Talkdesk
8.9
REST APIs
Avaya OneCloud CCaaS
8.2
Talkdesk
8.8
Call scripts
Avaya OneCloud CCaaS
8.7
Talkdesk
9.2
Call tracking
Avaya OneCloud CCaaS
8.9
Talkdesk
9.0
Multichannel integration
Avaya OneCloud CCaaS
8.5
Talkdesk
8.1
CRM software integration
Avaya OneCloud CCaaS
7.8
Talkdesk
8.5

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
Talkdesk
8.7
Inbound call routing
Avaya OneCloud CCaaS
8.2
Talkdesk
8.9
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
Talkdesk
8.6
Recording
Avaya OneCloud CCaaS
8.9
Talkdesk
9.3
Quality management
Avaya OneCloud CCaaS
8.8
Talkdesk
8.6
Call analytics
Avaya OneCloud CCaaS
8.2
Talkdesk
8.5
Historical reporting
Avaya OneCloud CCaaS
8.5
Talkdesk
8.5
Live reporting
Avaya OneCloud CCaaS
8.6
Talkdesk
8.5
Customer surveys
Avaya OneCloud CCaaS
8.5
Talkdesk
8.8
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
Talkdesk
9.0

Pros

Avaya OneCloud CCaaS

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

Talkdesk

  • It minimizes the effort involved in toggling seamlessly from the main disciplines in the workplace like Email, Chat, and Phone while also maintaining transparency with your team when it comes to Lunch, Meetings, and Prep time.
  • You can utilize its widget mode or maintain it within your browser based on how you like to organize your screen.
  • It simplifies and streamlines the intricacies of your day-to-day workflow without disrupting your priorities.
Douglas Chong | TrustRadius Reviewer

Cons

Avaya OneCloud CCaaS

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

Talkdesk

  • I'd like them to be a stand alone for all support services.
  • The amount of time it takes for a customer to be routed can be lengthy.
  • At times, the connectivity via headphones (even with the recommended ones) is not great.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 13 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

Talkdesk

Talkdesk 8.2
Based on 4 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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 6 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

Talkdesk

Talkdesk 9.1
Based on 68 answers
The whole system is user friendly and there is practically no need of a induction period or an introduction education. You can have an agent [have it] set up and working in a few minutes from log in to the first phone call. For an Admin navigation, the reporting features is a bit tricky but manageable.
Veselina Bodurova | TrustRadius Reviewer

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.8
Based on 8 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

Talkdesk

Talkdesk 8.6
Based on 184 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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.

Talkdesk

Talkdesk 8.5
Based on 31 answers
The speed of deployment is great. I don't think that we need anything more than what we have currently. Talkdesk has helped us a lot in the customer satisfaction point of view and gave us the opportunity to verify all the situations in a timely manner. For me, Talkdesk has worked wonders
Shehzad Sidhu | TrustRadius Reviewer

Alternatives Considered

Avaya OneCloud CCaaS

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

Talkdesk

I use all of these daily and Talkdesk is our go-to for calls and customer follow-up. We have had a good experience that continues to get better so there's no need to fix what isn't broken. At the end of the day, our customers want to get ahold of us in many different ways depending on their preferred methods of communication. We need to keep all of our channels open and Talkdesk is our best solution for speaking directly to our customers.
Anthony Sieker | TrustRadius Reviewer

Return on Investment

Avaya OneCloud CCaaS

  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
Anonymous | TrustRadius Reviewer

Talkdesk

  • The timing of Talkdesk has been at a time when there are so many variances the company had zero home working prior to implementation, Desktop restrictions. However given the ability to offer home working has kept our organisation going with only 4 days down time ROI has been covered within our 9 months.
Christopher Pash | TrustRadius Reviewer

Pricing Details

Avaya OneCloud CCaaS

General

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

Avaya OneCloud CCaaS 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

Avaya OneCloud CCaaS
7.7
Talkdesk
8.4

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
Talkdesk
8.2

Usability

Avaya OneCloud CCaaS
8.0
Talkdesk
9.1

Reliability and Availability

Avaya OneCloud CCaaS
7.0
Talkdesk

Performance

Avaya OneCloud CCaaS
10.0
Talkdesk

Support Rating

Avaya OneCloud CCaaS
7.8
Talkdesk
8.6

Implementation Rating

Avaya OneCloud CCaaS
9.1
Talkdesk
8.5

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