Dialpad Connect vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Dialpad Connect
Score 8.0 out of 10
N/A
Dialpad Connect is a cloud communications UCaaS platform that provides users with integrated voice, video, and messaging capabilities from one unified interface.
$27
per month
Talkdesk
Score 8.3 out of 10
N/A
Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.
$85
per month per user
Pricing
Dialpad ConnectTalkdesk
Editions & Modules
Standard
$27
per month per user
Pro
$35
per month per user
Enterprise
Contact sales team
per user/per month
CX Cloud Digital Essentials
$85
per month per user
CX Cloud Voice Essentials
$105
per month per user
CX Cloud Elite
$145
per month per user
CX Cloud Elite
$165
per month per user
Industry Experience Clouds
$225
Offerings
Pricing Offerings
Dialpad ConnectTalkdesk
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details*Talkdesk also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.
More Pricing Information
Community Pulse
Dialpad ConnectTalkdesk
Considered Both Products
Dialpad Connect
Chose Dialpad Connect
I used both Talkdesk and Dialpad, both of which are really valid. I am a simple user and I am comfortable with both in the sales business. Maybe Dialpad compared to Talkdesk crashes more times.
Talkdesk
Chose Talkdesk
Talkdesk has a lot of competitors, but it really stands out because of its strong features. Talkdesk is modern and was chosen for its ability to meet specific business needs. Talkdesk was selected for its balance of powerful features, such as robust integration and evolving …
Chose Talkdesk
Talkdesk stacks up against any app I have ever used because there is no amount of traffic that Talkdesk cannot handle. Talkdesk has always come out on top and can't wait to continue to use this app and watch it grow and blossom into something even better. This site will always …
Chose Talkdesk
Talkdesk is by far more user-friendly. Has way more features as well. I have not used any other app that has nearly as many features as Talkdesk does. Anytime I hear about another service similar or see it being advertised they do not have the same features and usability.
Chose Talkdesk
Swyft used Talkdesk a little over a year ago and then we switched to Dialpad for a year. Talkdesk is 100 times better than Dialpad. The customer support at Dialpad was very poor and extremely slow. Even if we were able to provide all of the details that Dialpad customer service …
Chose Talkdesk
I've used multiple apps in the past for customer support, and I Talkdesk is on top of the ones I liked the most.
Chose Talkdesk
Overall quality, is far superior to the other products, we used to have a lot of problems with the database, reports, and quality of the calls itself. Since we start using Talkdesk we improved our work quality by 200% in the first 3 months, it became easy not just for the …
Features
Dialpad ConnectTalkdesk
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Dialpad Connect
8.1
105 Ratings
2% below category average
Talkdesk
-
Ratings
High quality audio8.7104 Ratings00 Ratings
High quality video8.669 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Dialpad Connect
8.2
62 Ratings
1% below category average
Talkdesk
-
Ratings
Desktop sharing9.262 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Dialpad Connect
8.4
73 Ratings
1% above category average
Talkdesk
-
Ratings
Calendar integration8.661 Ratings00 Ratings
Meeting initiation8.859 Ratings00 Ratings
Record meetings / events8.661 Ratings00 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Dialpad Connect
8.0
46 Ratings
1% below category average
Talkdesk
-
Ratings
Live chat9.345 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Dialpad Connect
8.5
65 Ratings
9% above category average
Talkdesk
-
Ratings
User authentication8.557 Ratings00 Ratings
Participant roles & permissions9.061 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Dialpad Connect
8.1
73 Ratings
2% below category average
Talkdesk
-
Ratings
Hosted PBX8.333 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)7.546 Ratings00 Ratings
Directory of employee names8.868 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Dialpad Connect
8.4
87 Ratings
0% above category average
Talkdesk
-
Ratings
Answering rules8.673 Ratings00 Ratings
Call recording8.879 Ratings00 Ratings
Call park8.660 Ratings00 Ratings
Call screening8.766 Ratings00 Ratings
Message alerts9.081 Ratings00 Ratings
Business SMS/External Messaging7.768 Ratings00 Ratings
Online Fax7.218 Ratings00 Ratings
Voicemail Transcription8.780 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Dialpad Connect
7.4
72 Ratings
13% below category average
Talkdesk
-
Ratings
Mobile app for iOS7.350 Ratings00 Ratings
Mobile app for Android7.546 Ratings00 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Dialpad Connect
8.5
65 Ratings
5% above category average
Talkdesk
-
Ratings
Centralized communications management8.850 Ratings00 Ratings
Team messaging8.746 Ratings00 Ratings
Team document sharing8.128 Ratings00 Ratings
Call and meeting analytics8.451 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Dialpad Connect
-
Ratings
Talkdesk
8.1
484 Ratings
3% below category average
Agent dashboard00 Ratings8.0463 Ratings
Validate callers00 Ratings8.0407 Ratings
Outbound response00 Ratings8.2425 Ratings
Call forwarding00 Ratings7.8417 Ratings
Click-to-call (CTC)00 Ratings8.6386 Ratings
Warm transfer00 Ratings8.9438 Ratings
Predictive dialing00 Ratings8.8226 Ratings
Interactive voice response00 Ratings8.4310 Ratings
REST APIs00 Ratings7.4244 Ratings
Call scripts00 Ratings7.8219 Ratings
Call tracking00 Ratings8.5432 Ratings
Multichannel integration00 Ratings6.7317 Ratings
CRM software integration00 Ratings7.6371 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Dialpad Connect
-
Ratings
Talkdesk
8.4
468 Ratings
2% above category average
Inbound call routing00 Ratings8.6428 Ratings
Omnichannel inbound routing00 Ratings8.1311 Ratings
Recording00 Ratings8.9452 Ratings
Quality management00 Ratings8.8410 Ratings
Call analytics00 Ratings8.4425 Ratings
Historical reporting00 Ratings8.4432 Ratings
Live reporting00 Ratings8.3425 Ratings
Customer surveys00 Ratings8.1237 Ratings
Customer interaction analytics00 Ratings8.3272 Ratings
Best Alternatives
Dialpad ConnectTalkdesk
Small Businesses
Broadvoice | GoContact
Broadvoice | GoContact
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 7.6 out of 10
Medium-sized Companies
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 7.6 out of 10
Enterprises
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.8 out of 10
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User Ratings
Dialpad ConnectTalkdesk
Likelihood to Recommend
8.2
(339 ratings)
8.3
(498 ratings)
Likelihood to Renew
8.7
(12 ratings)
8.5
(39 ratings)
Usability
8.7
(73 ratings)
8.5
(314 ratings)
Availability
8.6
(4 ratings)
9.9
(8 ratings)
Performance
8.9
(4 ratings)
10.0
(8 ratings)
Support Rating
9.1
(57 ratings)
6.9
(131 ratings)
In-Person Training
9.1
(1 ratings)
9.1
(3 ratings)
Online Training
9.1
(1 ratings)
8.9
(5 ratings)
Implementation Rating
8.8
(6 ratings)
7.1
(222 ratings)
Configurability
9.1
(2 ratings)
10.0
(7 ratings)
Contract Terms and Pricing Model
6.8
(2 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
10.0
(1 ratings)
Product Scalability
8.6
(4 ratings)
10.0
(7 ratings)
Professional Services
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(2 ratings)
9.1
(3 ratings)
Vendor pre-sale
9.1
(2 ratings)
9.1
(3 ratings)
User Testimonials
Dialpad ConnectTalkdesk
Likelihood to Recommend
Dialpad
It is well-suited for basic calling functionality, but has been a poor experience for us when used for texting, as it lacks some of the features of other platforms, such as Haymarket. It is also challenging to capture good analytics, as this is neither easy nor clear for users to find.
Read full review
Talkdesk
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
Read full review
Pros
Dialpad
  • Ease of signing on and calling in
  • Clear audio/sound, no static or poor connections
  • Can choose to be on video or not
  • The organizer and participants can see all who are on the call
  • Meetings can be auto-recorded and sent to organizer at end of call
  • Hold music can be played for initial caller
  • Meeting is auto-transcribed
  • Action items are automatically listed for the organizer
  • Summary list shows all who were in attendance
  • Summary shows duration of callers on the meeting
  • Can load images of attendees when setting of the meeting
Read full review
Talkdesk
  • Receives calls immediately and connects well.
  • Making outbound calls and having Talkdesk display the name associated with the number.
  • Aux on break, lunch, or meeting, and it stays as it is and does not change status on its own.
  • Being able to check on colleagues on whether they are available.
  • Able to track your work for the day, the amount of calls you made and received.
  • Being able to check your Daily and monthly score from QA.
Read full review
Cons
Dialpad
  • The only example I can list for improvement is that occasionally the message has some mistranslation(s). But I can usually figure out the missing words. The 'southern USA' dialect may be partly to blame....
  • The functionality is really great. It is the best app I have used for messages in all of my customer service jobs.
Read full review
Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
Read full review
Likelihood to Renew
Dialpad
Dialpad Talk is easy to use and no one has had a problem using it. Even when we have had questions/problems we have been able to fix it ourselves without having to go to Dialpad to ask for help, which saves everyone time. We don't have any reason to cancel our use of this product and we are very happy with how it performs for our team.
Read full review
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
Read full review
Usability
Dialpad
Dialpad Connect is good and recommended for any organization. It is a good value. It can accomplish everything that your organization is looking for, and no one will say it is outside the budget for any 50+ person organization. The AI feature is very useful. The dashboard could be a bit easier to manage, and the integration with Salesforce could be a bit smoother.
Read full review
Talkdesk
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
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Reliability and Availability
Dialpad
There have not been any outages that I am aware of and we have had consistently good coverage since the start. There can be a slight lag from the office to the mobile app, but it is not terribly noticeable and it has not resulted in any calls being prematurely hung up
Read full review
Talkdesk
Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.
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Performance
Dialpad
The emails of voice transcription come very quickly after a call has been completed and except for a few fairly difficult names are pretty accurate. The ability to quickly listen to the voicemail from email without having to open the app is also a bonus. I have not noticed or heard of any slowdowns
Read full review
Talkdesk
I give this system a full 10/10 once you refresh or troubleshoot you do not wait for too long to use it . It easy like ABC . I honestly recommend this system, even when you check the QA score card, you do not have to wait that long; you just click on the notification bell and view your score card.
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Support Rating
Dialpad
The original date for roll-out, was unable to happen because there was an issue finding our existing phone lines to port them... The only reason I gave a 9 is [that] the original person we have been working with, Rolled out phones. Pro without telling anyone and then went on vacation, I only say this to explain that there is a gentleman that took over to help us named Brett and he was FANTASTIC! He allowed a ton of calls and answered all of them, walked us [through] settings, profile set up, and even emailed screen shares so we could help other members of our team! Thanks so much, Brett you ROCK~
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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.
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In-Person Training
Dialpad
Welcoming and easy to follow the instruction
Read full review
Talkdesk
The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.
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Online Training
Dialpad
Simple and easy to follow, we had our branches around the country to be trained and the feedback was great. Only take if there was a desk phone training that would be great. The team provided us with video for the desk phone training
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Talkdesk
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
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Implementation Rating
Dialpad
I didn't participate in the implementation. But obviously it went flawlessly, as all users are set up in-house, and on the app.
Read full review
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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Alternatives Considered
Dialpad
Panterra is dependable and has good support. Dialpad Connect has more features and an easier interface. AT&T has a lot of features, but Dialpad Connect's interface is easier. AT&T does not do call transcription that I know of. Comcast BVE and 8x8 services are lower quality and service is not great.
Read full review
Talkdesk
Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the Talk Desk because they lack knowledge of how to use it.
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Contract Terms and Pricing Model
Dialpad
Overall program is of average cost. SInce I use it simply for its phone/text capabilities. I would hazard that company that needed more options, might see it differently
Read full review
Talkdesk
No answers on this topic
Scalability
Dialpad
So far, Dialpad has been a great improvement for our organization. It allows everyone to be on the same service and the integration with the mobile app means everyone is still using the "office" numbers even when on the go which makes it easier not having to balance multiple phone numbers from people
Read full review
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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Return on Investment
Dialpad
  • Saves me time with a downloadable transcript for call documentation.
  • All calls are automatically recorded, which provides proof of what was said.
  • Translation availability using IVR and AI language allows us to communicate with all families without needing to find a translator.
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
ScreenShots

Talkdesk Screenshots

Screenshot of Talkdesk Guardian™, which is an AI-driven, native cloud compliance solution that enables contact centers to gain visibility and take control of their WFH and hybrid workforce.Screenshot of Talkdesk Autopilot™, which is a tool that handles common customer queries, like orders, returns and billing, and automatically responds with conversational answers. And when complex cases are detected that need human empathy and expertise, the virtual agent will redirect customers to a human agent.Screenshot of Talkdesk AI Trainer™, which equips customers with tools to observe, simulate, and put guardrails on AI, according to their needs. This way, generative AI can be used responsibly, preventing AI mishaps, and protecting the brand from potentially poor AI experiences.