What users are saying about
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Top Rated
538 Ratings
Top Rated
115 Ratings
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Score 8.3 out of 100

Talkdesk

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Top Rated
538 Ratings
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Score 8.7 out of 100

Feature Set Ratings

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

Contact Center Software

8.5

Cisco Unified Contact Center

85%
8.6

Talkdesk

86%
Talkdesk ranks higher in 10/13 features

Agent dashboard

8.6
86%
35 Ratings
8.6
86%
389 Ratings

Validate callers

8.7
87%
31 Ratings
8.4
84%
344 Ratings

Outbound response

8.3
83%
31 Ratings
8.6
86%
358 Ratings

Call forwarding

8.7
87%
33 Ratings
8.7
87%
346 Ratings

Click-to-call (CTC)

8.6
86%
26 Ratings
8.7
87%
323 Ratings

Warm transfer

8.8
88%
30 Ratings
9.0
90%
367 Ratings

Predictive dialing

8.5
85%
22 Ratings
8.3
83%
180 Ratings

Interactive voice response

8.6
86%
29 Ratings
9.1
91%
250 Ratings

REST APIs

8.5
85%
25 Ratings
8.1
81%
205 Ratings

Call scripts

8.5
85%
30 Ratings
8.6
86%
176 Ratings

Call tracking

8.4
84%
33 Ratings
8.7
87%
360 Ratings

Multichannel integration

8.5
85%
25 Ratings
8.6
86%
264 Ratings

CRM software integration

7.8
78%
25 Ratings
8.5
85%
317 Ratings

Workforce Optimization (WFO)

8.6

Cisco Unified Contact Center

86%
8.8

Talkdesk

88%
Talkdesk ranks higher in 7/9 features

Inbound call routing

9.0
90%
33 Ratings
8.9
89%
356 Ratings

Omnichannel inbound routing

8.6
86%
25 Ratings
8.7
87%
254 Ratings

Recording

8.8
88%
32 Ratings
9.3
93%
380 Ratings

Quality management

8.7
87%
31 Ratings
8.9
89%
344 Ratings

Call analytics

8.5
85%
32 Ratings
8.6
86%
355 Ratings

Historical reporting

8.3
83%
34 Ratings
8.7
87%
359 Ratings

Live reporting

8.4
84%
34 Ratings
8.9
89%
355 Ratings

Customer surveys

8.4
84%
25 Ratings
8.6
86%
194 Ratings

Customer interaction analytics

8.8
88%
27 Ratings
8.6
86%
222 Ratings

Attribute Ratings

  • Cisco Unified Contact Center is rated higher in 1 area: Likelihood to Renew
  • Talkdesk is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

8.0

Cisco Unified Contact Center

80%
43 Ratings
8.8

Talkdesk

88%
419 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings
8.4

Talkdesk

84%
17 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings
8.9

Talkdesk

89%
228 Ratings

Availability

Cisco Unified Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Performance

Cisco Unified Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings
8.0

Talkdesk

80%
188 Ratings

In-Person Training

Cisco Unified Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Online Training

Cisco Unified Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Implementation Rating

Cisco Unified Contact Center

N/A
0 Ratings
8.6

Talkdesk

86%
190 Ratings

Configurability

Cisco Unified Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

Talkdesk

N/A
0 Ratings

Product Scalability

Cisco Unified Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

Talkdesk

N/A
0 Ratings

Vendor post-sale

Cisco Unified Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Vendor pre-sale

Cisco Unified Contact Center

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Likelihood to Recommend

Cisco

I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
Read full review

Talkdesk

Talkdesk is very well suited for teams that are working from home. It is easier to log in wherever you are, still be reached by your customers, and have your colleagues available for consultation or blind transfers in one click. It is also well suited for companies that have clients who speak different languages. Using the call flow, we are able to direct calls in specific languages to the agents that are fluent in it, saving us a lot of time with unnecessary consultations or blind transfers.
Read full review

Pros

Cisco

  • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
  • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
  • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
Read full review

Talkdesk

  • Address internal issues quickly and solves any IT problems that arise in an efficient fashion
  • Allows our large company to stay connected, and easily reach anyone in the company
  • Allows our customers to have a quick and successful call experience by being routed to the correct agent
Read full review

Cons

Cisco

  • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
  • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
  • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
Read full review

Talkdesk

  • Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
  • I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
  • Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
Read full review

Pricing Details

Cisco Unified Contact Center

Starting Price

Editions & Modules

Cisco Unified Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Must contact sales team for pricing.

    Pricing Info

    Talkdesk

    Starting Price

    $0

    Editions & Modules

    Talkdesk editions and modules pricing
    EditionModules
    Professional651
    Professional +Contact sales team2
    EnterpriseContact sales team3

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Likelihood to Renew

    Cisco

    if it is up to me I would maintain its use. I was not able to make those decisions previously.
    Read full review

    Talkdesk

    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.
    Read full review

    Usability

    Cisco

    To be honest, there are tools better than Cisco Unified Contact Center
    because it largely depends on third party integrations with better
    alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
    Read full review

    Talkdesk

    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.
    Read full review

    Reliability and Availability

    Cisco

    No answers on this topic

    Talkdesk

    Nothing so far , no issues which is very good, first time in this business i have seen something like this.
    Read full review

    Performance

    Cisco

    No answers on this topic

    Talkdesk

    We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
    Read full review

    Support Rating

    Cisco

    Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
    Read full review

    Talkdesk

    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.
    Read full review

    In-Person Training

    Cisco

    No answers on this topic

    Talkdesk

    I was shown how to use Talkdesk and was happy with it. I learned all I needed.
    Read full review

    Online Training

    Cisco

    No answers on this topic

    Talkdesk

    Easy to use, digestable bits of information
    Read full review

    Implementation Rating

    Cisco

    No answers on this topic

    Talkdesk

    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.
    Read full review

    Alternatives Considered

    Cisco

    Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
    Read full review

    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.
    Read full review

    Contract Terms and Pricing Model

    Cisco

    Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
    Read full review

    Talkdesk

    No answers on this topic

    Scalability

    Cisco

    No answers on this topic

    Talkdesk

    We have grown from 5 licenses to over 100 in two years, on our way to 200 this year
    Read full review

    Professional Services

    Cisco

    Scripting not supported
    Read full review

    Talkdesk

    No answers on this topic

    Return on Investment

    Cisco

    • Simplifications in the suite are needed because we faced hard times with its implementation.
    • The product is price worthy when comparing it with what it really provides and offers.
    • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
    Read full review

    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.
    Read full review

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