What users are saying about
2 Ratings
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Top Rated
245 Ratings
2 Ratings
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Score 7 out of 100

Talkdesk

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Top Rated
245 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

NICE Uptivity

Uptivity is well suited if you are just wanting to record calls and monitor them. It's very basic but does the job well for what we use it for. It would be less appropriate if we are looking for additional insights.
Heather Vega | 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

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

Workforce Optimization (WFO)

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

Pros

NICE Uptivity

  • Uptivity's platform is easy to use and doesn't take a lot of training to use either as a user or as an admin.
  • Uptivity's platform is easy to troubleshoot and rarely has any issues in capturing all calls.
Heather Vega | 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

NICE Uptivity

  • Uptivity's platform does not provide a way to calibrate and report on that calibration.
  • Uptivity's platform reporting is fairly limited and clunky to use.
  • Uptivity's technical support has some improvement to make. Over the six years that I have worked with the system I rarely have had resolution within the SLA's set forth in our contract. Not once has someone been able to connect through VPN to troubleshoot without having us having to assist them even after countless meetings that supposedly resolved their issues in doing so.
Heather Vega | 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

NICE Uptivity

No score
No answers yet
No answers on this topic

Talkdesk

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

Usability

NICE Uptivity

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 9.3
Based on 30 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

Support Rating

NICE Uptivity

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.9
Based on 108 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

Implementation Rating

NICE Uptivity

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

NICE Uptivity

Uptivity by far works better than NICE. I have many issue when trying to pull up calls, locate calls, and evaluate calls within the NICE platform however with the simple logic of Uptivity I never have issues.Comparing Uptivity to Tantacom I would say that they are basically the same in ease of use.
Heather Vega | 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

NICE Uptivity

  • There have not really been any.
Heather Vega | 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

NICE Uptivity

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

NICE Uptivity
6.0
Talkdesk
8.5

Likelihood to Renew

NICE Uptivity
Talkdesk
10.0

Usability

NICE Uptivity
Talkdesk
9.3

Support Rating

NICE Uptivity
Talkdesk
8.9

Implementation Rating

NICE Uptivity
Talkdesk
7.0

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