What users are saying about
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Top Rated
215 Ratings
2 Ratings

Talkdesk

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Top Rated
215 Ratings
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Score 7.9 out of 100
2 Ratings
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Score 8 out of 100

Likelihood to Recommend

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

Twilio WebRTC

If you have the budget to support call communication channels as well as a technical team to help you with the implementation of the solution, Twilio WebRTC would be right for you. I would only recommend this solution if you have exhausted all other avenues of communication on your platform (example: chat, asynchronous messenger). The costs of a paid WebRTC solution can go up quite quickly so that needs to be kept in mind, although you will be paying for a quality product from one of the leaders in the industry.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Talkdesk
8.6
Twilio WebRTC
Agent dashboard
Talkdesk
8.6
Twilio WebRTC
Validate callers
Talkdesk
8.6
Twilio WebRTC
Outbound response
Talkdesk
9.2
Twilio WebRTC
Call forwarding
Talkdesk
8.9
Twilio WebRTC
Click-to-call (CTC)
Talkdesk
8.6
Twilio WebRTC
Warm transfer
Talkdesk
8.6
Twilio WebRTC
Predictive dialing
Talkdesk
8.2
Twilio WebRTC
Interactive voice response
Talkdesk
8.6
Twilio WebRTC
REST APIs
Talkdesk
8.2
Twilio WebRTC
Call scripts
Talkdesk
8.5
Twilio WebRTC
Call tracking
Talkdesk
8.9
Twilio WebRTC
Multichannel integration
Talkdesk
8.3
Twilio WebRTC
CRM software integration
Talkdesk
8.3
Twilio WebRTC

Workforce Optimization (WFO)

Talkdesk
8.7
Twilio WebRTC
Inbound call routing
Talkdesk
8.9
Twilio WebRTC
Omnichannel inbound routing
Talkdesk
9.1
Twilio WebRTC
Recording
Talkdesk
9.2
Twilio WebRTC
Quality management
Talkdesk
8.7
Twilio WebRTC
Call analytics
Talkdesk
8.4
Twilio WebRTC
Historical reporting
Talkdesk
8.9
Twilio WebRTC
Live reporting
Talkdesk
8.7
Twilio WebRTC
Customer surveys
Talkdesk
8.2
Twilio WebRTC
Customer interaction analytics
Talkdesk
8.2
Twilio WebRTC

Pros

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

Twilio WebRTC

  • Twilio's web client gives you everything you need to begin integrating Twilio WebRTC into your platform.
  • It has quite a powerful tech stack where certain features are simply plug and play.
  • The ability to call actual phone numbers and not just app to app phone calls is quite handy.
Anonymous | TrustRadius Reviewer

Cons

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

Twilio WebRTC

  • There is some latency when calling international phone numbers.
  • You are charged for both incoming and outgoing calls so your costs can go up quite quickly depending on usage.
  • VoIP laws come into the picture depending on where you are located. You may need to get your IP whitelisted by your provider to allow VoIP calls within your location if this is the case for you. Would be great if Twilio could assist with this aspect.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Talkdesk

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

Twilio WebRTC

No score
No answers yet
No answers on this topic

Usability

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's simple to use. A classic phone digit call-bar and a clear reporting page which displays call progress and agent status. The call-bar automatically populates ZenDesk tickets for all on-file numbers. Unknown or unassociated emails can be easily copied and referenced or applied to a new contact slot. Nothing fancy, as it should be.
Colby Seifert | TrustRadius Reviewer

Twilio WebRTC

No score
No answers yet
No answers on this topic

Support Rating

Talkdesk

Talkdesk 9.0
Based on 74 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

Twilio WebRTC

No score
No answers yet
No answers on this topic

Implementation Rating

Talkdesk

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

Twilio WebRTC

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Twilio WebRTC

Amazon Connect, Plivo, and Tokbox are other services that offer WebRTC solutions. Amazon connect, while a good solution if you're already using AWS for your website, is quite expensive compared to the other two options here. Comparatively, Plivo is slightly cheaper than Twilio WebRTC. It can be a good avenue to pursue assuming their support team is as responsive as Twilio's. Finally, Tokbox is quite a popular WebRTC solution. Their prices are comparable to Twilio's, however, their solutions can get expensive when you look to archive communications.
Anonymous | TrustRadius Reviewer

Return on Investment

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

Twilio WebRTC

  • Twilio WebRTC allowed us to move a bulk of our communication to the cloud, giving us a lot of visibility on how we were communicating with our customers.
  • It also gave us analytics on how much time users spent on communicating with each other over calls and helped us build features around it.
  • Twilio became the center of all communication on our platform. From chat messages to phone calls, it powered everything.
Anonymous | TrustRadius Reviewer

Pricing Details

Talkdesk

General

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

Twilio WebRTC

General

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

Rating Summary

Likelihood to Recommend

Talkdesk
8.2
Twilio WebRTC
8.0

Likelihood to Renew

Talkdesk
10.0
Twilio WebRTC

Usability

Talkdesk
8.8
Twilio WebRTC

Support Rating

Talkdesk
9.0
Twilio WebRTC

Implementation Rating

Talkdesk
7.0
Twilio WebRTC

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