What users are saying about
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236 Ratings
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Top Rated
222 Ratings

Genesys Cloud

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236 Ratings
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Score 7.3 out of 100

Talkdesk

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222 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | 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

Genesys Cloud
8.3
Talkdesk
8.9
Agent dashboard
Genesys Cloud
8.2
Talkdesk
8.9
Validate callers
Genesys Cloud
7.3
Talkdesk
8.9
Outbound response
Genesys Cloud
8.1
Talkdesk
9.4
Call forwarding
Genesys Cloud
7.7
Talkdesk
9.1
Click-to-call (CTC)
Genesys Cloud
9.1
Talkdesk
8.9
Warm transfer
Genesys Cloud
8.9
Talkdesk
8.9
Predictive dialing
Genesys Cloud
7.8
Talkdesk
8.6
Interactive voice response
Genesys Cloud
8.8
Talkdesk
8.8
REST APIs
Genesys Cloud
8.7
Talkdesk
8.4
Call scripts
Genesys Cloud
8.3
Talkdesk
8.7
Call tracking
Genesys Cloud
9.0
Talkdesk
9.2
Multichannel integration
Genesys Cloud
8.8
Talkdesk
8.7
CRM software integration
Genesys Cloud
7.8
Talkdesk
8.6

Workforce Optimization (WFO)

Genesys Cloud
8.4
Talkdesk
9.0
Inbound call routing
Genesys Cloud
8.6
Talkdesk
9.1
Omnichannel inbound routing
Genesys Cloud
8.8
Talkdesk
9.3
Recording
Genesys Cloud
8.6
Talkdesk
9.4
Quality management
Genesys Cloud
8.3
Talkdesk
9.0
Call analytics
Genesys Cloud
8.8
Talkdesk
8.8
Historical reporting
Genesys Cloud
8.4
Talkdesk
9.2
Live reporting
Genesys Cloud
8.6
Talkdesk
9.0
Customer surveys
Genesys Cloud
7.4
Talkdesk
8.5
Customer interaction analytics
Genesys Cloud
8.2
Talkdesk
8.6

Pros

Genesys Cloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | 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

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | 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

Genesys Cloud

Genesys Cloud 8.3
Based on 8 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Talkdesk

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

Usability

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
As I have been saying PureCloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed
Ronnie Knight | TrustRadius Reviewer

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 | TrustRadius Reviewer

Reliability and Availability

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Performance

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Support Rating

Genesys Cloud

Genesys Cloud 6.5
Based on 98 answers
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Rodolfo Antunes | TrustRadius Reviewer

Talkdesk

Talkdesk 9.0
Based on 81 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

In-Person Training

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Online Training

Genesys Cloud

Genesys Cloud 7.3
Based on 2 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys Cloud

Genesys Cloud 7.6
Based on 9 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Talkdesk

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

Alternatives Considered

Genesys Cloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | 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

Scalability

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Return on Investment

Genesys Cloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | 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

Screenshots

Pricing Details

Genesys Cloud

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

Genesys Cloud
6.8
Talkdesk
8.6

Likelihood to Renew

Genesys Cloud
8.3
Talkdesk
10.0

Usability

Genesys Cloud
7.8
Talkdesk
8.8

Reliability and Availability

Genesys Cloud
8.2
Talkdesk

Performance

Genesys Cloud
8.2
Talkdesk

Support Rating

Genesys Cloud
6.5
Talkdesk
9.0

In-Person Training

Genesys Cloud
8.2
Talkdesk

Online Training

Genesys Cloud
7.3
Talkdesk

Implementation Rating

Genesys Cloud
7.6
Talkdesk
7.0

Scalability

Genesys Cloud
8.2
Talkdesk

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