What users are saying about
57 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
480 Ratings
57 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Talkdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
480 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Likelihood to Recommend

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Talkdesk

TalkDesk is perfect for everyday use, it is a huge plus especially when you are making several calls a day, and are wanting a simple, app to use in a fast-paced setting. The only thing that I would change would be adding a feature to where you can put yourself on break while you're on a call so that you don't have to deny calls when you're off a call and can not take any more calls.
Mariana Lopez | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Five9
9.5
Talkdesk
8.6
Agent dashboard
Five9
10.0
Talkdesk
8.5
Validate callers
Five9
10.0
Talkdesk
8.5
Outbound response
Five9
10.0
Talkdesk
8.6
Call forwarding
Five9
10.0
Talkdesk
8.7
Click-to-call (CTC)
Five9
10.0
Talkdesk
8.7
Warm transfer
Five9
9.0
Talkdesk
9.1
Predictive dialing
Five9
9.0
Talkdesk
8.2
Interactive voice response
Five9
10.0
Talkdesk
9.0
REST APIs
Five9
8.0
Talkdesk
8.0
Call scripts
Five9
10.0
Talkdesk
8.5
Call tracking
Five9
9.0
Talkdesk
8.6
Multichannel integration
Five9
9.0
Talkdesk
8.4
CRM software integration
Five9
9.0
Talkdesk
8.5

Workforce Optimization (WFO)

Five9
8.3
Talkdesk
8.9
Inbound call routing
Five9
10.0
Talkdesk
9.0
Omnichannel inbound routing
Five9
8.0
Talkdesk
8.5
Recording
Five9
8.0
Talkdesk
9.3
Quality management
Five9
9.6
Talkdesk
9.0
Call analytics
Five9
7.0
Talkdesk
8.8
Historical reporting
Five9
8.0
Talkdesk
8.9
Live reporting
Five9
8.0
Talkdesk
9.1
Customer interaction analytics
Five9
8.0
Talkdesk
8.8
Customer surveys
Five9
Talkdesk
8.6

Pros

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | TrustRadius Reviewer

Talkdesk

  • Extremely easy to use interface, no reps at all had difficulty with it. Which is rare
  • Integrates with Salesforce processes with clicks, no code needed. Integration is fairly robust, we've had a couple of minor issues but they got fixed quickly
  • Talkdesk needs a good internet connection, when reps have a good network connection it has been super reliable
Anonymous | TrustRadius Reviewer

Cons

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | TrustRadius Reviewer

Talkdesk

  • Support of issues - resolution is often measured in days\weeks
  • Omnichannel experience for agents is flawed and configuration options are limited
  • Typical tools (such as transfer) does not have customization or ability to work with a business
  • Unable to assign calls from the dashboard
  • [In my experience, ] reporting is unreliable through the dashboard and hard to leverage useful information
  • Omnichannel reporting is terrible
Jason Warren | TrustRadius Reviewer

Likelihood to Renew

Five9

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.0
Based on 13 answers
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.
Anonymous | TrustRadius Reviewer

Usability

Five9

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.0
Based on 182 answers
As I mentioned previously, the desktop app is great! And actually, it's the main way that I use it. Through my desktop. But if I want to use it through my phone, it is very frustrating. I cannot even answer calls, so basically, I cannot use it, but, since my main use is on the desktop, I have almost no complaints about it. It is incredibly easy to use and get used to.
Anonymous | TrustRadius Reviewer

Support Rating

Five9

Five9 8.2
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Anonymous | TrustRadius Reviewer

Talkdesk

Talkdesk 8.0
Based on 187 answers
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.
Mark de Gruiter | TrustRadius Reviewer

Implementation Rating

Five9

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.6
Based on 146 answers
Our company specifically had several issues with the implementation of Talkdesk. To be fair a lot of this probably had to do with our company and the internet/tech department here, however, we had a lot of issues with the logins and credentials working correctly. Overall after the implementation process was over and everyone was comfortable with the functionality of Talkdesk, we were much happier with Talkdesk than our previous software.
Shelby Allen | TrustRadius Reviewer

Alternatives Considered

Five9

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
Anonymous | TrustRadius Reviewer

Talkdesk

These programs were similar but different from Talkdesk. At first, I did not think I would like Talkdesk. Talkdesk took a while to get used to, however, once you get used to it, it can be very helpful. I originally thought I liked Google products more, however, Talkdesk is now our preferred system of choice.
Anonymous | TrustRadius Reviewer

Return on Investment

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Kostopulos | TrustRadius Reviewer

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.
Carlos A | TrustRadius Reviewer

Screenshots

Pricing Details

Five9

General

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

Five9 Editions & Modules

Edition
CoreContact sales team1
PremiumContact sales team1
OptimumContact sales team1
UltimateContact sales team1
  1. Contact sales team
Additional Pricing Details
Five9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricing

Talkdesk

General

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

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details

Rating Summary

Add comparison