What users are saying about
1 Ratings
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Top Rated
145 Ratings
1 Ratings
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Score 7.3 out of 101

Talkdesk

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Top Rated
145 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 out of 101

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 profile photo

Talkdesk

Talkdesk is well suited for small to medium contact centers to customize and setup. You don't need to be an expert to setup and flip the switch.Reporting is a little harder to customize. Calls do drop and troubleshooting is difficult to find out the root cause. I heard in the next update you will be able to tag these calls which should make resolving easier.
Greg Zalecki Jr. profile photo

Feature Rating Comparison

Contact Center Software

OneContact CC
Talkdesk
8.4
Agent dashboard
OneContact CC
Talkdesk
8.5
Validate callers
OneContact CC
Talkdesk
8.4
Outbound response
OneContact CC
Talkdesk
9.0
Call forwarding
OneContact CC
Talkdesk
8.7
Click-to-call (CTC)
OneContact CC
Talkdesk
8.4
Warm transfer
OneContact CC
Talkdesk
8.5
Predictive dialing
OneContact CC
Talkdesk
7.7
Interactive voice response
OneContact CC
Talkdesk
8.3
REST APIs
OneContact CC
Talkdesk
8.2
Call scripts
OneContact CC
Talkdesk
8.2
Call tracking
OneContact CC
Talkdesk
8.5
Multichannel integration
OneContact CC
Talkdesk
8.4
CRM software integration
OneContact CC
Talkdesk
8.0

Workforce Optimization (WFO)

OneContact CC
Talkdesk
8.5
Inbound call routing
OneContact CC
Talkdesk
8.6
Omnichannel inbound routing
OneContact CC
Talkdesk
9.0
Recording
OneContact CC
Talkdesk
9.1
Quality management
OneContact CC
Talkdesk
8.5
Call analytics
OneContact CC
Talkdesk
8.2
Historical reporting
OneContact CC
Talkdesk
8.7
Live reporting
OneContact CC
Talkdesk
8.6
Customer surveys
OneContact CC
Talkdesk
7.7
Customer interaction analytics
OneContact CC
Talkdesk
7.9

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 profile photo

Talkdesk

  • Instant call metrics, both live and historical.
  • Integration with Salesforce.
  • Call routing that continues to get more advanced.
  • Easy customize and change all settings.
Greg Zalecki Jr. profile photo

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 profile photo

Talkdesk

  • Additional customization availability.
  • Ability to manage settings and queues for multiple employees or groups at once.
  • Difficult to adjust macro settings.
Kyler D profile photo

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 profile photo

Usability

OneContact CC

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.8
Based on 16 answers
Talkdesk is incredibly easy to use! Its usability is one of its strongest qualities. The pie charts are especially my favorite. I love that you're able to click into them to see more specific instances of your queues and availability. This is one of the biggest reasons I would use this system!
Kyler D profile photo

Support

OneContact CC

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.8
Based on 16 answers
I really didn't ever contact support for Talkdesk. I'm not able to speak to the benefits provided in this manner! As an administrator, I was told often that there were things or changes that could not be made and that's the reason I don't have much information to add here.
Kyler D profile photo

Implementation

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 profile photo

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 profile photo

Talkdesk

I have only used Talkdesk and my desk phone. I liked how much easier the reporting is with Talkdesk.
Sarah Yeargin profile photo

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 profile photo

Talkdesk

  • Has allowed our support staff to more easily keep track of calls and notes
  • Has been easier to train new agents on the talkdesk system
  • Integration support has been helpful with our ticketing system
Ryker Watts profile photo

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

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