What users are saying about
Talkdesk
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Top Rated
497 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 497 reviews and ratings
34 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.6 out of 100
Based on 34 reviews and ratings
Feature Set Ratings
- Talkdesk ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
8.6
Talkdesk
86%
8.4
Zendesk Talk
84%
Talkdesk ranks higher in 10/13 features
Talkdesk ranks higher in 10/13 features
Agent dashboard
8.5
85%
366 Ratings
7.9
79%
14 Ratings
Validate callers
8.4
84%
324 Ratings
8.1
81%
11 Ratings
Outbound response
8.6
86%
338 Ratings
8.5
85%
13 Ratings
Call forwarding
8.7
87%
328 Ratings
7.9
79%
13 Ratings
Click-to-call (CTC)
8.7
87%
306 Ratings
8.6
86%
13 Ratings
Warm transfer
9.1
91%
346 Ratings
8.0
80%
11 Ratings
Predictive dialing
8.2
82%
169 Ratings
8.1
81%
7 Ratings
Interactive voice response
9.0
90%
238 Ratings
8.8
88%
9 Ratings
REST APIs
8.0
80%
197 Ratings
8.0
80%
8 Ratings
Call scripts
8.5
85%
165 Ratings
9.0
90%
6 Ratings
Call tracking
8.7
87%
338 Ratings
8.4
84%
12 Ratings
Multichannel integration
8.5
85%
250 Ratings
9.0
90%
9 Ratings
CRM software integration
8.5
85%
298 Ratings
9.4
94%
10 Ratings
Workforce Optimization (WFO)
8.8
Talkdesk
88%
8.7
Zendesk Talk
87%
Talkdesk ranks higher in 6/9 features
Talkdesk ranks higher in 6/9 features
Inbound call routing
8.9
89%
334 Ratings
8.7
87%
11 Ratings
Omnichannel inbound routing
8.6
86%
239 Ratings
8.4
84%
9 Ratings
Recording
9.4
94%
358 Ratings
8.9
89%
13 Ratings
Quality management
9.0
90%
324 Ratings
8.6
86%
11 Ratings
Call analytics
8.7
87%
335 Ratings
9.0
90%
12 Ratings
Historical reporting
8.8
88%
338 Ratings
8.6
86%
12 Ratings
Live reporting
9.0
90%
335 Ratings
9.1
91%
12 Ratings
Customer surveys
8.6
86%
187 Ratings
8.2
82%
7 Ratings
Customer interaction analytics
8.7
87%
210 Ratings
8.8
88%
10 Ratings
Attribute Ratings
- Talkdesk is rated higher in 2 areas: Usability, Support Rating
- Zendesk Talk is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
8.8
Talkdesk
88%
396 Ratings
8.9
Zendesk Talk
89%
14 Ratings
Likelihood to Renew
8.5
Talkdesk
85%
15 Ratings
Zendesk Talk
N/A
0 Ratings
Usability
8.9
Talkdesk
89%
204 Ratings
8.0
Zendesk Talk
80%
1 Rating
Availability
10.0
Talkdesk
100%
2 Ratings
Zendesk Talk
N/A
0 Ratings
Performance
10.0
Talkdesk
100%
2 Ratings
Zendesk Talk
N/A
0 Ratings
Support Rating
8.1
Talkdesk
81%
189 Ratings
6.7
Zendesk Talk
67%
7 Ratings
In-Person Training
10.0
Talkdesk
100%
1 Rating
Zendesk Talk
N/A
0 Ratings
Online Training
10.0
Talkdesk
100%
1 Rating
Zendesk Talk
N/A
0 Ratings
Implementation Rating
8.7
Talkdesk
87%
168 Ratings
Zendesk Talk
N/A
0 Ratings
Product Scalability
10.0
Talkdesk
100%
2 Ratings
Zendesk Talk
N/A
0 Ratings
Likelihood to Recommend
Talkdesk
Talkdesk might not be needed for smaller companies (1-10 employees) where everyone has their own number and doesn't need to transfer calls. However, Talkdesk helps larger companies become incredibly efficient with their call routing. For our call center, Talkdesk is especially helpful because it puts callers in a queue with an option for a callback. On the internal side, we can see how many guests are in line in the queue, which helps us with understanding how many employees we need on the phone. This also helps us understand how busy we are at a certain time and tracks what's working and what's not. This also helps us track our data of how many inbound calls we have. As an Account Manager in sales with different territories, Talkdesk is especially helpful in using "ring groups." If I'm not available for a call in my territory, it will send the call to someone who is related to me to try and get an agent on the phone who has a similar knowledge set.

Verified User
Account Manager in Sales
Hospitality Company, 10,001+ employeesZendesk Talk
This product is great when the call centers are globally dispersed and yet still need to collaborate jointly to resolve cases. The technology offered allows any call center to run efficiently with all the needs covered. on the downside, Depending on the scale of the operation and business, it may be overkill for some smaller organizations as there may be other products that will do just fine with fewer features and cheaper.

Verified User
Director in Information Technology
Information Technology & Services Company, 10,001+ employeesPros
Talkdesk
- Studio Academy - We / our team can self learn on how to address our own problems
- Studio Building - Very easy to draft up a phone tree and have it operational in hours!
- Onboarding - It's so easy to swap seats for Callbar and then run new members through the Academy to understand how to use the system
Senior Support Associate
FORMEHealth, Wellness and Fitness, 51-200 employees
Zendesk Talk
- Call recording is a nice feature! It is great for training purposes and for quality assurance.
- The metrics you get from Explore are a great insight into how the team is handling the call volumes.
- Zendesk Talk has met most of our needs. It can be a bit unreliable at times.

Verified User
Employee in Customer Service
Computer Software Company, 51-200 employeesCons
Talkdesk
- Better status page. The status page is not updated in real-time and it's really a disappointment when agents are flagging that Talkdesk is having an outage and when you check their status page, it's not updated. We create a ticket to flag this on Talkdesk and they are saying that they are aware of the issues.

Verified User
Administrator in Information Technology
Banking Company, 501-1000 employeesZendesk Talk
- The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
- Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees
Pricing Details
Talkdesk
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$0
Talkdesk Editions & Modules
Edition
Professional | $651 |
---|---|
Professional + | Contact sales team |
Enterprise | Contact sales team |
- per seat/per month
- none
Additional Pricing Details
—Zendesk Talk
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Zendesk Talk Editions & Modules
—
Additional Pricing Details
—Likelihood to Renew
Talkdesk
Talkdesk 8.5
Based on 15 answers
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.

Verified User
Manager in Customer Service
Computer Software Company, 201-500 employeesZendesk Talk
No score
No answers yet
No answers on this topic
Usability
Talkdesk
Talkdesk 8.9
Based on 204 answers
Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.
Royalty Relations Advisor
BPX EnergyOil & Energy, 10,001+ employees
Zendesk Talk
Zendesk Talk 8.0
Based on 1 answer
My organization used it as a point of contact for client inquiries. Our knowledgeable customer service representatives tried it and had a positive experience with it.
Systems Software Engineer
AlphatechverseInformation Technology & Services, 51-200 employees
Reliability and Availability
Talkdesk
Talkdesk 10.0
Based on 2 answers
Nothing so far , no issues which is very good, first time in this business i have seen something like this.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesZendesk Talk
No score
No answers yet
No answers on this topic
Performance
Talkdesk
Talkdesk 10.0
Based on 2 answers
We have never had a Talkdesk performance issue.As long as you follow the system requirements, which are MINIMAL, neither will you.
SVP, Business Development and Consumer Sales
JK Moving ServicesTransportation/Trucking/Railroad, 1001-5000 employees
Zendesk Talk
No score
No answers yet
No answers on this topic
Support Rating
Talkdesk
Talkdesk 8.1
Based on 189 answers
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.
Director of Client Success
GoDo - Your Company, Our Passion.Leisure, Travel & Tourism, 1-10 employees
Zendesk Talk
Zendesk Talk 6.7
Based on 7 answers
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
Director of Customer Service
Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees
In-Person Training
Talkdesk
Talkdesk 10.0
Based on 1 answer
I was shown how to use Talkdesk and was happy with it. I learned all I needed.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesZendesk Talk
No score
No answers yet
No answers on this topic
Online Training
Talkdesk
Talkdesk 10.0
Based on 1 answer
Easy to use, digestable bits of information
SVP, Business Development and Consumer Sales
JK Moving ServicesTransportation/Trucking/Railroad, 1001-5000 employees
Zendesk Talk
No score
No answers yet
No answers on this topic
Implementation Rating
Talkdesk
Talkdesk 8.7
Based on 168 answers
The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.

Verified User
Vice-President in Customer Service
Internet Company, 51-200 employeesZendesk Talk
No score
No answers yet
No answers on this topic
Alternatives Considered
Talkdesk
I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.

Verified User
Manager in Quality Assurance
E-Learning Company, 1001-5000 employeesZendesk Talk
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.

Verified User
Vice-President in Product Management
E-Learning Company, 11-50 employeesScalability
Talkdesk
Talkdesk 10.0
Based on 2 answers
Works very well where I work , serves the purpose of the business.

Verified User
Manager in Customer Service
Consumer Services Company, 10,001+ employeesZendesk Talk
No score
No answers yet
No answers on this topic
Return on Investment
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.
Training and Quality Manager
ClearlyRetail, 51-200 employees
Zendesk Talk
- Satisfaction evaluation requests are automatically sent after the ticket is resolved, helping to increase satisfaction.
- The best thing about Zendesk Talk is that your inquiries no longer go unattended.
- You can enter tickets on your behalf for both verbal and phone inquiries, so if you manage them all as tickets, there will be no omissions.
Software Engineer
Digi InternationalInformation Technology & Services, 501-1000 employees