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Top Rated
243 Ratings

Talkdesk

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Top Rated
243 Ratings
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Score 8.1 out of 100
53 Ratings
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Score 7.9 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Talkdesk
8.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Talkdesk
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Talkdesk
8.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Talkdesk
8.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Talkdesk
8.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Click-to-call (CTC)
Talkdesk
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
Talkdesk
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Talkdesk
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Talkdesk
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Talkdesk
8.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Talkdesk
8.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Talkdesk
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
Talkdesk
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Talkdesk
8.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.3

Workforce Optimization (WFO)

Talkdesk
8.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6
Inbound call routing
Talkdesk
8.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Talkdesk
8.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Talkdesk
9.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Talkdesk
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Talkdesk
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Talkdesk
8.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Live reporting
Talkdesk
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Customer surveys
Talkdesk
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Talkdesk
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | TrustRadius Reviewer

Likelihood to Renew

Talkdesk

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Usability

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Support Rating

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

Implementation Rating

Talkdesk

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Pricing Details

Talkdesk

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Rating Summary

Likelihood to Recommend

Talkdesk
8.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Likelihood to Renew

Talkdesk
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Usability

Talkdesk
9.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

Talkdesk
8.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Implementation Rating

Talkdesk
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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