What users are saying about
16 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
243 Ratings
16 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Talkdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
243 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

Nextiva

Nextiva is a solid performer with reliable service, good features, and a flexible and scalable framework. It is ideal for small to mid-size businesses and may even work for larger enterprises, depending on your needs. It performs well for mobile, desk and conference and offers a lot of options for growing.
Anonymous | 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

Cloud PBX

Nextiva
8.6
Talkdesk
Hosted PBX
Nextiva
8.3
Talkdesk
Multi-level Interactive Voice Response (IVR)
Nextiva
9.0
Talkdesk
User templates
Nextiva
8.1
Talkdesk
Call reports
Nextiva
9.4
Talkdesk
Directory of employee names
Nextiva
8.3
Talkdesk

Call Management

Nextiva
8.6
Talkdesk
Answering rules
Nextiva
8.7
Talkdesk
Call recording
Nextiva
9.2
Talkdesk
Call park
Nextiva
8.2
Talkdesk
Call screening
Nextiva
8.9
Talkdesk
Message alerts
Nextiva
8.0
Talkdesk

VoIP system collaboration

Nextiva
7.7
Talkdesk
Video conferencing
Nextiva
7.8
Talkdesk
Audio conferencing
Nextiva
8.6
Talkdesk
Video screen sharing
Nextiva
8.0
Talkdesk
Instant messaging
Nextiva
6.5
Talkdesk

Mobile apps

Nextiva
7.8
Talkdesk
Mobile app for iOS
Nextiva
8.1
Talkdesk
Mobile app for Android
Nextiva
7.5
Talkdesk

Contact Center Software

Nextiva
Talkdesk
8.7
Agent dashboard
Nextiva
Talkdesk
8.4
Validate callers
Nextiva
Talkdesk
8.6
Outbound response
Nextiva
Talkdesk
8.9
Call forwarding
Nextiva
Talkdesk
8.9
Click-to-call (CTC)
Nextiva
Talkdesk
9.0
Warm transfer
Nextiva
Talkdesk
9.0
Predictive dialing
Nextiva
Talkdesk
8.4
Interactive voice response
Nextiva
Talkdesk
9.0
REST APIs
Nextiva
Talkdesk
8.5
Call scripts
Nextiva
Talkdesk
8.8
Call tracking
Nextiva
Talkdesk
9.0
Multichannel integration
Nextiva
Talkdesk
8.2
CRM software integration
Nextiva
Talkdesk
8.5

Workforce Optimization (WFO)

Nextiva
Talkdesk
8.5
Inbound call routing
Nextiva
Talkdesk
8.8
Omnichannel inbound routing
Nextiva
Talkdesk
8.6
Recording
Nextiva
Talkdesk
9.3
Quality management
Nextiva
Talkdesk
8.4
Call analytics
Nextiva
Talkdesk
8.2
Historical reporting
Nextiva
Talkdesk
8.5
Live reporting
Nextiva
Talkdesk
8.2
Customer surveys
Nextiva
Talkdesk
8.4
Customer interaction analytics
Nextiva
Talkdesk
8.4

Pros

Nextiva

  • Nextiva works well with a wide variety of camera manufacturers for ease of integration.
  • It allows for easy review of video clips thru the Nextiva Review client.
  • Provides a comprehensive CCTV platform for companies with multiple sites in multiple countries.
Ann Marie Greco | 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

Nextiva

  • Being a top VOIP provider with plenty of capabilities, it is difficult to show missing functionalities or fault. This, like a better call log with the customizable report, is desirable but is based on personal taste more than a lack of performance.
  • More packages including the conference bridge.
  • GUI could be customizable with corporate branding.
Jose Luis Reyes Graterol | 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

Nextiva

Nextiva 8.0
Based on 2 answers
Since we purchase software maintenance the cost of upgrade is greatly reduced. It would be cost prohibitive at this point to switch a worldwide operation to another CCTV platform. We have been happy with the overall performance of Nextiva as a product for many years.
Ann Marie Greco | TrustRadius Reviewer

Talkdesk

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

Usability

Nextiva

Nextiva 8.0
Based on 2 answers
It allows us to preform all the functions we need today and we will be gaining new functions once we upgrade.
Ann Marie Greco | TrustRadius Reviewer

Talkdesk

Talkdesk 9.3
Based on 28 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

Nextiva

Nextiva 9.0
Based on 1 answer
The system its self rarely gives me any downtime that is not planned. Now with old encoders in the mix those do occasionally fail and are replaced at failure.
Ann Marie Greco | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Support Rating

Nextiva

Nextiva 8.9
Based on 4 answers
I think Nextiva is a great tool for what we use it for. It is used for tracking time and used also in our bonus structure to make sure we have the specified amount of talk time. I really enjoy this application and everything that it is used for within our company. There's not a whole lot I can say about it other than it is a really neat tool.
Josh Musson | TrustRadius Reviewer

Talkdesk

Talkdesk 8.9
Based on 106 answers
We usually had a fast and good response from support, although some solutions weren't the best one for them. For example, we asked to change the dial tone once, which was really annoying, and we had to exchange a lot of emails to get to an agreement, and their solution, which did actually work for us, was to just lower down the volume of the dial tone without changing it.
Thiago Leal | TrustRadius Reviewer

Online Training

Nextiva

Nextiva 9.0
Based on 1 answer
This was first rate as it allowed hands on training with multiple choice testing and certification upon successful completion.
Ann Marie Greco | TrustRadius Reviewer

Talkdesk

No score
No answers yet
No answers on this topic

Implementation Rating

Nextiva

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 | TrustRadius Reviewer

Alternatives Considered

Nextiva

For my current company, Nextiva made the most cost/use sense. I have used Jive before and the cost is much higher for the basic services we are using. Nextiva's support is also, as I have been mentioning, top notch, efficient and helpful.
Heather Neisen | 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

Return on Investment

Nextiva

  • Better customer service with customers and potential customers.
  • Internal staff happiness, especially the sales team who use the phone more than any other department.
  • Staff efficiency and productivity in managing the VoIP systems.
Anonymous | 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

Pricing Details

Nextiva

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

Add comparison