What users are saying about
1 Ratings
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Top Rated
209 Ratings
1 Ratings
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Score 7.3 out of 100

Talkdesk

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Top Rated
209 Ratings
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Score 8 out of 100

Likelihood to Recommend

OneContact CC

Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
Rui Ferraz | TrustRadius Reviewer

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

OneContact CC
Talkdesk
8.5
Agent dashboard
OneContact CC
Talkdesk
8.6
Validate callers
OneContact CC
Talkdesk
8.6
Outbound response
OneContact CC
Talkdesk
9.1
Call forwarding
OneContact CC
Talkdesk
8.8
Click-to-call (CTC)
OneContact CC
Talkdesk
8.5
Warm transfer
OneContact CC
Talkdesk
8.6
Predictive dialing
OneContact CC
Talkdesk
8.1
Interactive voice response
OneContact CC
Talkdesk
8.6
REST APIs
OneContact CC
Talkdesk
8.2
Call scripts
OneContact CC
Talkdesk
8.5
Call tracking
OneContact CC
Talkdesk
8.8
Multichannel integration
OneContact CC
Talkdesk
8.3
CRM software integration
OneContact CC
Talkdesk
8.2

Workforce Optimization (WFO)

OneContact CC
Talkdesk
8.7
Inbound call routing
OneContact CC
Talkdesk
8.8
Omnichannel inbound routing
OneContact CC
Talkdesk
9.1
Recording
OneContact CC
Talkdesk
9.2
Quality management
OneContact CC
Talkdesk
8.6
Call analytics
OneContact CC
Talkdesk
8.4
Historical reporting
OneContact CC
Talkdesk
8.9
Live reporting
OneContact CC
Talkdesk
8.7
Customer surveys
OneContact CC
Talkdesk
8.2
Customer interaction analytics
OneContact CC
Talkdesk
8.2

Pros

OneContact CC

  • Call Flow, ACD and IVR.
  • Dynamic platform with the possibility to integrate with the client existing solution.
  • Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.
Rui Ferraz | TrustRadius Reviewer

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta | TrustRadius Reviewer

Cons

OneContact CC

  • The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
  • The email module needs a little more work.
Rui Ferraz | 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

OneContact CC

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

OneContact CC

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's simple to use. A classic phone digit call-bar and a clear reporting page which displays call progress and agent status. The call-bar automatically populates ZenDesk tickets for all on-file numbers. Unknown or unassociated emails can be easily copied and referenced or applied to a new contact slot. Nothing fancy, as it should be.
Colby Seifert | TrustRadius Reviewer

Support Rating

OneContact CC

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.1
Based on 73 answers
Support is extremely well delivered in a timely manner. I have not had any situation where I have felt not supported by the team of Talkdesk. The support is there, and it makes the whole experience so much nicer, unlike other platforms were you feel isolated once you have purchased the product.
Clara Rizzo | TrustRadius Reviewer

Implementation Rating

OneContact CC

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

OneContact CC

CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching).OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution.Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
Rui Ferraz | 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

OneContact CC

  • It has a low initial CAPEX
  • It has low maintenance
  • The manufacterer support can be a considerable cost.
Rui Ferraz | TrustRadius Reviewer

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi | TrustRadius Reviewer

Pricing Details

OneContact CC

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

OneContact CC
7.3
Talkdesk
8.2

Likelihood to Renew

OneContact CC
Talkdesk
10.0

Usability

OneContact CC
Talkdesk
8.8

Support Rating

OneContact CC
Talkdesk
9.1

Implementation Rating

OneContact CC
Talkdesk
7.0

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