Google Voice vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Google Voice
Score 8.0 out of 10
N/A
Google Voice is a free IP telephony service that provides users with one phone number that can be forwarded to multiple phones or devices. It includes features such as call forwarding, voicemail translation, text messaging, and voice calls. Fees may apply for international calling.
$10
per month
Talkdesk
Score 8.2 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
Google VoiceTalkdesk
Editions & Modules
Starter
$10
per user/per month
Standard
$20
per user/per month
Premier
$30
per user/per month
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
Google VoiceTalkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Google VoiceTalkdesk
Considered Both Products
Google Voice

No answer on this topic

Talkdesk
Chose Talkdesk
Talkdesk blows these two competitors away. There is not a contest in my eyes if you ask me. Talkdesk trumps these competitors (if you even call them that) with their many different customizations, ease of use, remote workforce options, and the ability to be able to manage our …
Chose Talkdesk
Talkdesk is definitely easier to use. It is a lot simpler to access and use from your home screen.
Top Pros
Top Cons
Features
Google VoiceTalkdesk
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Google Voice
3.9
50 Ratings
71% below category average
Talkdesk
-
Ratings
Hosted PBX8.423 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)5.326 Ratings00 Ratings
User templates1.619 Ratings00 Ratings
Call reports2.143 Ratings00 Ratings
Directory of employee names2.025 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Google Voice
5.8
64 Ratings
37% below category average
Talkdesk
-
Ratings
Answering rules3.943 Ratings00 Ratings
Call recording7.850 Ratings00 Ratings
Call park6.422 Ratings00 Ratings
Call screening7.459 Ratings00 Ratings
Message alerts3.562 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Google Voice
7.3
42 Ratings
12% below category average
Talkdesk
-
Ratings
Video conferencing6.220 Ratings00 Ratings
Audio conferencing8.037 Ratings00 Ratings
Video screen sharing5.613 Ratings00 Ratings
Instant messaging9.326 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Google Voice
6.4
60 Ratings
26% below category average
Talkdesk
-
Ratings
Mobile app for iOS4.843 Ratings00 Ratings
Mobile app for Android8.048 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Google Voice
-
Ratings
Talkdesk
8.4
435 Ratings
0% above category average
Agent dashboard00 Ratings8.4416 Ratings
Validate callers00 Ratings8.2365 Ratings
Outbound response00 Ratings8.4381 Ratings
Call forwarding00 Ratings8.6370 Ratings
Click-to-call (CTC)00 Ratings8.9345 Ratings
Warm transfer00 Ratings8.9392 Ratings
Predictive dialing00 Ratings8.6194 Ratings
Interactive voice response00 Ratings8.3270 Ratings
REST APIs00 Ratings8.1216 Ratings
Call scripts00 Ratings8.1191 Ratings
Call tracking00 Ratings8.7386 Ratings
Multichannel integration00 Ratings8.1281 Ratings
CRM software integration00 Ratings8.0336 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Google Voice
-
Ratings
Talkdesk
8.7
422 Ratings
5% above category average
Inbound call routing00 Ratings8.7384 Ratings
Omnichannel inbound routing00 Ratings8.5272 Ratings
Recording00 Ratings9.3406 Ratings
Quality management00 Ratings9.0367 Ratings
Call analytics00 Ratings8.9381 Ratings
Historical reporting00 Ratings8.4388 Ratings
Live reporting00 Ratings8.8382 Ratings
Customer surveys00 Ratings8.2208 Ratings
Customer interaction analytics00 Ratings8.4238 Ratings
Best Alternatives
Google VoiceTalkdesk
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Google VoiceTalkdesk
Likelihood to Recommend
3.6
(70 ratings)
8.2
(448 ratings)
Likelihood to Renew
9.3
(7 ratings)
8.8
(36 ratings)
Usability
9.0
(9 ratings)
8.7
(264 ratings)
Availability
-
(0 ratings)
9.8
(6 ratings)
Performance
-
(0 ratings)
10.0
(5 ratings)
Support Rating
7.0
(35 ratings)
8.6
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.4
(4 ratings)
Implementation Rating
10.0
(2 ratings)
8.1
(204 ratings)
Configurability
-
(0 ratings)
10.0
(6 ratings)
Contract Terms and Pricing Model
7.0
(1 ratings)
-
(0 ratings)
Product Scalability
-
(0 ratings)
10.0
(6 ratings)
Professional Services
7.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
Google VoiceTalkdesk
Likelihood to Recommend
Google
In the past, I would have happily recommended this for small business use cases. Due to its affordability, versatility, and low barrier to entry as well as its simplicity to use. Google Voice was integrated into the Chrome Browser, it was easily accessed from Gmail, and integrated into Gmail and could even be leveraged in such a way to when phone numbers were clicked on, Google Voice was the tool used. However over the past few years and more, in the past couple of years from 2021 to current, this tool seems to have lost favor with the Alphabet suite of tools. With the lack of integrations, it's becoming less stable, and people are just opting more for Google Meet Voice. The biggest area where this is less appropriate and where opportunity has opened for others is its lack of features, like virtual attendants, call recording, call transcription, SMS, MMS, CRM integration, and other key features even 1 or 2 person business really needs in this day and age
Read full review
Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
Read full review
Pros
Google
  • Google Voice has been great for setting up additional phone lines and numbers.
  • The voicemail inbox is a great feature and you can see when messages come in online and listen to the messages from your computer.
  • Google Voice allows us to have multiple phone numbers and lines for specific business purposes.
Read full review
Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Read full review
Cons
Google
  • I think there is room to improve with regards to call forwarding.
  • I wish there were a concise way to know if the call was to your Google Voice number or your personal number before answering the call.
  • when I add a contact to my account on the web it doesn't seem to sync with my phone even though the same email address is logged in.
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
Google
It's user friendly, how to use it is self explanatory, they support all their own options while someone like Phone Booth uses a third party. I can cancel Google Voice anytime and I choose how much I spend with Google Voice
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
Google
I haven't had problems with dropped calls, bad reception, lost recordings - everything works the way it should. The iOS app is easy to use, and the process is easy to explain to other people. It's also the cheapest way I've found to call internationally - I've used it to interview people from London and Austraila.
Read full review
Talkdesk
I gave this rating because, All in all, TalkDesk is an excellent software. For our Contact Center, it is a perfect match because of its user-friendly interface and low complexity. Navigating the Talkdesk UI is not too difficult. Using a Web Widget, the product simplifies phone answering and transfer for users. From a management/admin standpoint, the software data analytics interface has improved over the past year, giving us access to more crucial insights regarding agent efficiency and client interactions
Read full review
Reliability and Availability
Google
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
Read full review
Performance
Google
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
Read full review
Support Rating
Google
They do not offer support unless you have the Business account for Google Voice under G Suite. This is tough, because Google doesn't really have a customer support team for this service, so when it gets shut down for a few hours, we have no choice but to wait it out. But this doesn't happen that often, which is great.
Read full review
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.
Read full review
In-Person Training
Google
No answers on this topic
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review
Online Training
Google
No answers on this topic
Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
Read full review
Implementation Rating
Google
It is a pretty seamless program to transfer to, even for people who either have little experience with these programs or people who were stuck on Skype
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
Read full review
Alternatives Considered
Google
The integrations of Google Voice with all our devices are flawless, Android, iOS, Windows, Linux and Mac. Also, the call performance is far superior on wifi as well as on mobile data. With Skype, we had several problems with personal accounts, performance issues, and in general, it felt awkward to use it.
Read full review
Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
Read full review
Contract Terms and Pricing Model
Google
Google Voice should be also be use to those who have difficulty in speaking English. So the contract term will need to be a little strict as Google Voice is used in navigations as the part of GPRS navigation is personal. The private data need to be in control much more securely and safely.
Read full review
Talkdesk
No answers on this topic
Scalability
Google
No answers on this topic
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
Read full review
Professional Services
Google
It help to connect with the products that we use as a part. We need to get in touch with our professional world. It is like a tool that helps us to get in touch with everything from A to Z in our professional careers. So we need to be in touch with everything as linearly as the jpb can be done.
Read full review
Talkdesk
No answers on this topic
Return on Investment
Google
  • Cost for Google Voice is stellar, starting at $10/mo per user.
  • While it doesn't offer a new Audio/Video conferencing solution it does integrate with GSuite so it makes use of Google Calendar and Hangouts/ Google Meet.
  • Gets the employee's to use their company phone numbers more as texting is easy and deployment is simple.
  • The cell phone app is reliable and easy to deploy.
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