What users are saying about
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Top Rated
255 Ratings
2 Ratings
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Score 8 out of 100

Talkdesk

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Top Rated
255 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Cloud Call Center

Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.
Rolf Kramer | TrustRadius Reviewer

Talkdesk

Talkdesk has helped my team manage not only our customer contact center and the employees that work remotely now due to COVID-19, but Talkdesk has also allowed us to filter out spammers, sales calls, customer support calls, onboarding calls, as we have been able to customize our ring groups to a maximum with all the options that Talkdesk allows you to have. Including custom IVR'S per each ring group and then some.
Mark de Gruiter | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cloud Call Center
Talkdesk
8.7
Agent dashboard
Cloud Call Center
Talkdesk
8.4
Validate callers
Cloud Call Center
Talkdesk
8.6
Outbound response
Cloud Call Center
Talkdesk
8.7
Call forwarding
Cloud Call Center
Talkdesk
8.9
Click-to-call (CTC)
Cloud Call Center
Talkdesk
9.0
Warm transfer
Cloud Call Center
Talkdesk
9.1
Predictive dialing
Cloud Call Center
Talkdesk
8.6
Interactive voice response
Cloud Call Center
Talkdesk
9.0
REST APIs
Cloud Call Center
Talkdesk
8.5
Call scripts
Cloud Call Center
Talkdesk
8.9
Call tracking
Cloud Call Center
Talkdesk
8.9
Multichannel integration
Cloud Call Center
Talkdesk
8.1
CRM software integration
Cloud Call Center
Talkdesk
8.5

Workforce Optimization (WFO)

Cloud Call Center
Talkdesk
8.5
Inbound call routing
Cloud Call Center
Talkdesk
8.8
Omnichannel inbound routing
Cloud Call Center
Talkdesk
8.6
Recording
Cloud Call Center
Talkdesk
9.3
Quality management
Cloud Call Center
Talkdesk
8.4
Call analytics
Cloud Call Center
Talkdesk
8.2
Historical reporting
Cloud Call Center
Talkdesk
8.5
Live reporting
Cloud Call Center
Talkdesk
8.2
Customer surveys
Cloud Call Center
Talkdesk
8.4
Customer interaction analytics
Cloud Call Center
Talkdesk
8.5

Pros

Cloud Call Center

  • Ease of Use
  • Softphones
  • Integration to other applications
Rolf Kramer | TrustRadius Reviewer

Talkdesk

  • Customization -- we can set up all our outbound messages in the caller menu, and the caller then can select the appropriate department. We can prioritize inbound calls during busy times
  • Transcripts -- While not 100% accurate, the voice to text conversion is quite helpful
  • Caller ID -- we can generally tell when an existing customer is calling in -- this allows us to get a jump on locating order details, etc.
  • Pop-ups -- regardless of the window being used, you can always see when a call is coming in
Bill Cummings | TrustRadius Reviewer

Cons

Cloud Call Center

  • Softphone UI
  • Ring options
  • Sound integration
Rolf Kramer | TrustRadius Reviewer

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | TrustRadius Reviewer

Likelihood to Renew

Cloud Call Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.7
Based on 2 answers
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

Cloud Call Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.3
Based on 39 answers
The Callbar often glitches, and we almost daily have to clear our Callbar caches, which is not something that is straightforward and simple for any user to do, nor is it very realistic that we can have every single agent clear their Callbar application multiple times a day to avoid glitches.
Kelly Hogan | TrustRadius Reviewer

Support Rating

Cloud Call Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.8
Based on 117 answers
Talkdesk needs a dedicated customer support manager for each client. I don't feel that Talkdesk truly understands its customers fully. They are quick to get back to you if you have an issue however, typically they are not able to identify issues but they seem to work out the kinks eventually.
Jeffrey Adams | TrustRadius Reviewer

Implementation Rating

Cloud Call Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

Alternatives Considered

Cloud Call Center

Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.
Rolf Kramer | TrustRadius Reviewer

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | TrustRadius Reviewer

Return on Investment

Cloud Call Center

  • No physical assets (handsets)
  • Reporting Integration
  • Click to dial functionality
Rolf Kramer | TrustRadius Reviewer

Talkdesk

  • We are able to keep in touch with customers and get back to any calls we missed
  • Not missing leads, Talkdesk has allowed for us to handle increased call volume
  • Keeping track of call data and agents allows for smooth workday and no lapse in coverage, especially in a work from home environment
Kerri K | TrustRadius Reviewer

Pricing Details

Cloud Call Center

General

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

Talkdesk

General

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

Rating Summary

Likelihood to Recommend

Cloud Call Center
9.0
Talkdesk
8.4

Likelihood to Renew

Cloud Call Center
Talkdesk
7.7

Usability

Cloud Call Center
Talkdesk
9.3

Support Rating

Cloud Call Center
Talkdesk
8.8

Implementation Rating

Cloud Call Center
Talkdesk
7.0

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