What users are saying about

Avaya OneCloud CCaaS vs Talkdesk

Avaya OneCloud CCaaS
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Top Rated
153 Ratings
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Talkdesk
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Top Rated
493 Ratings
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Avaya OneCloud CCaaS

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Top Rated
153 Ratings
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Score 7.7 out of 100

Based on 153 reviews and ratings

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Talkdesk

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Top Rated
493 Ratings
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Score 8.7 out of 100

Based on 493 reviews and ratings

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Feature Set Ratings

  • Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
8.6

Talkdesk

86%
Avaya OneCloud CCaaS ranks higher in 11/13 features
Avaya OneCloud CCaaS ranks higher in 11/13 features

Agent dashboard

9.1
91%
25 Ratings
8.6
86%
365 Ratings

Validate callers

9.2
92%
24 Ratings
8.4
84%
324 Ratings

Outbound response

9.0
90%
24 Ratings
8.6
86%
337 Ratings

Call forwarding

9.3
93%
26 Ratings
8.7
87%
327 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
8.7
87%
305 Ratings

Warm transfer

8.9
89%
25 Ratings
9.1
91%
346 Ratings

Predictive dialing

8.4
84%
21 Ratings
8.2
82%
169 Ratings

Interactive voice response

8.8
88%
21 Ratings
9.0
90%
237 Ratings

REST APIs

9.0
90%
20 Ratings
8.0
80%
196 Ratings

Call scripts

9.2
92%
22 Ratings
8.5
85%
165 Ratings

Call tracking

9.3
93%
25 Ratings
8.7
87%
337 Ratings

Multichannel integration

8.9
89%
24 Ratings
8.5
85%
250 Ratings

CRM software integration

9.2
92%
23 Ratings
8.5
85%
297 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
8.9

Talkdesk

89%
Avaya OneCloud CCaaS ranks higher in 6/9 features
Avaya OneCloud CCaaS ranks higher in 6/9 features

Inbound call routing

9.3
93%
27 Ratings
8.9
89%
334 Ratings

Omnichannel inbound routing

9.2
92%
25 Ratings
8.6
86%
239 Ratings

Recording

8.7
87%
25 Ratings
9.4
94%
357 Ratings

Quality management

8.9
89%
25 Ratings
9.0
90%
323 Ratings

Call analytics

8.9
89%
25 Ratings
8.7
87%
334 Ratings

Historical reporting

8.7
87%
25 Ratings
8.8
88%
337 Ratings

Live reporting

9.1
91%
25 Ratings
9.0
90%
334 Ratings

Customer surveys

9.0
90%
23 Ratings
8.6
86%
186 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
8.7
87%
210 Ratings

Attribute Ratings

  • Avaya OneCloud CCaaS is rated higher in 1 area: Implementation Rating
  • Talkdesk is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Support Rating
  • Avaya OneCloud CCaaS and Talkdesk are tied in 1 area: Performance

Likelihood to Recommend

8.4

Avaya OneCloud CCaaS

84%
44 Ratings
8.8

Talkdesk

88%
395 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings
8.5

Talkdesk

85%
15 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings
9.0

Talkdesk

90%
203 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings
10.0

Talkdesk

100%
2 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings
10.0

Talkdesk

100%
2 Ratings

Support Rating

6.3

Avaya OneCloud CCaaS

63%
6 Ratings
8.2

Talkdesk

82%
189 Ratings

In-Person Training

Avaya OneCloud CCaaS

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Online Training

Avaya OneCloud CCaaS

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings
8.7

Talkdesk

87%
167 Ratings

Product Scalability

Avaya OneCloud CCaaS

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

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

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Aly Hajiani | TrustRadius Reviewer
Aly Hajiani
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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.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Shauna Stermer | TrustRadius Reviewer
Shauna Stermer
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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

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Tyler Neuwirth | TrustRadius Reviewer
Tyler Neuwirth
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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.

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Alfred Brock | TrustRadius Reviewer
Alfred Brock
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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.

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Anonymous | TrustRadius Reviewer
Verified User
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Pricing Details

Avaya OneCloud CCaaS

General

Free Trial
—
Free/Freemium Version
—
Premium Consulting/Integration Services
—
Entry-level set up fee?
Required

Starting Price

$48 per month

Avaya OneCloud CCaaS Editions & Modules

—
Additional Pricing Details
Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

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

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.

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Michelle VanderBand | TrustRadius Reviewer
Michelle VanderBand
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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.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Michelle VanderBand | TrustRadius Reviewer
Michelle VanderBand
View all 6 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.

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Desiree Moore | TrustRadius Reviewer
Desiree Moore
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Reliability and Availability

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 2 answers on this topic

Performance

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.

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.

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Ken Cohen | TrustRadius Reviewer
Ken Cohen
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Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 6.3
Based on 6 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.

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Uchenna Ezumezuh | TrustRadius Reviewer
Uchenna Ezumezuh
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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.

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Mark de Gruiter | TrustRadius Reviewer
Mark de Gruiter
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In-Person Training

Avaya OneCloud CCaaS

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 1 answers on this topic

Online Training

Avaya OneCloud CCaaS

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

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Ken Cohen | TrustRadius Reviewer
Ken Cohen
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Implementation Rating

Avaya OneCloud CCaaS

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

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.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Richard Heller | TrustRadius Reviewer
Richard Heller
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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.

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Anonymous | TrustRadius Reviewer
Verified User
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Scalability

Avaya OneCloud CCaaS

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.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Anonymous | TrustRadius Reviewer
Verified User
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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.

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Carlos A | TrustRadius Reviewer
Carlos A
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