What users are saying about
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Top Rated
145 Ratings
3 Ratings

Talkdesk

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Top Rated
145 Ratings
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Score 8.4 out of 101
3 Ratings
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Score 7 out of 101

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 profile photo

Zendesk Talk

Overall, I have been satisfied with the product and don't think that it needs any changes for a single/small organization to opt it. ZD Talk is well suited in a common IT or Software Support industry or environment, it is a fast-paced product with a good ROI because the reports and calling information and reporting all work greatly.
Sohaib Ahmed Khattak - PCI QIR profile photo

Feature Rating Comparison

Contact Center Software

Talkdesk
8.4
Zendesk Talk
7.0
Agent dashboard
Talkdesk
8.5
Zendesk Talk
6.7
Validate callers
Talkdesk
8.4
Zendesk Talk
6.5
Outbound response
Talkdesk
9.0
Zendesk Talk
7.3
Call forwarding
Talkdesk
8.7
Zendesk Talk
7.0
Click-to-call (CTC)
Talkdesk
8.4
Zendesk Talk
6.7
Warm transfer
Talkdesk
8.5
Zendesk Talk
7.3
Predictive dialing
Talkdesk
7.7
Zendesk Talk
Interactive voice response
Talkdesk
8.3
Zendesk Talk
5.0
REST APIs
Talkdesk
8.2
Zendesk Talk
9.0
Call scripts
Talkdesk
8.2
Zendesk Talk
Call tracking
Talkdesk
8.5
Zendesk Talk
7.0
Multichannel integration
Talkdesk
8.4
Zendesk Talk
8.0
CRM software integration
Talkdesk
8.0
Zendesk Talk
7.0

Workforce Optimization (WFO)

Talkdesk
8.5
Zendesk Talk
6.8
Inbound call routing
Talkdesk
8.6
Zendesk Talk
7.0
Omnichannel inbound routing
Talkdesk
9.0
Zendesk Talk
7.0
Recording
Talkdesk
9.1
Zendesk Talk
8.0
Quality management
Talkdesk
8.5
Zendesk Talk
7.5
Call analytics
Talkdesk
8.2
Zendesk Talk
7.7
Historical reporting
Talkdesk
8.7
Zendesk Talk
6.0
Live reporting
Talkdesk
8.6
Zendesk Talk
5.7
Customer surveys
Talkdesk
7.7
Zendesk Talk
7.0
Customer interaction analytics
Talkdesk
7.9
Zendesk Talk
5.0

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 profile photo

Zendesk Talk

  • Make Calls
  • Transfer Calls
  • Call Recordings
  • Merging of calls from one to other
Sohaib Ahmed Khattak - PCI QIR profile photo

Cons

Talkdesk

  • The Voicemail area shows a red mark notification if anyone on the team has a voicemail. I would like it to show a 'red mark' notification only if I have pending messages or voicemails, not my teammates. However, this is useful for very small teams of 3-10 - maybe our team is getting too big for our level of Talkdesk.
  • I'd like Talkdesk to tell me if it is detecting audio problems more often. Sometimes I will make a call and my headphones wont be working, but Talkdesk is just fine. I'd want Talkdesk to warn me if it can that my headset needs to be turned off/on again.
  • The customer search area is great for maybe 3000 or less customers, I'd like to see more detailed search queries and retrieval be introduced. Sometimes, the caller ID is not perfect.
Becky Jewell Laughton profile photo

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR profile photo

Likelihood to Renew

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro profile photo

Zendesk Talk

No score
No answers yet
No answers on this topic

Usability

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's so easy, my grandmother can use it!
Nelson Bonilla profile photo

Zendesk Talk

No score
No answers yet
No answers on this topic

Support

Talkdesk

Talkdesk 7.8
Based on 16 answers
We've only had to use it twice due to crashes, and I did not use it personally. Based on the results and speed of resolution, I'm satisfied.
Colby Seifert profile photo

Zendesk Talk

No score
No answers yet
No answers on this topic

Implementation

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro profile photo

Zendesk Talk

No score
No answers yet
No answers on this topic

Alternatives Considered

Talkdesk

I've used other programs similar to TalkDesk but this, by far, is the easiest and most efficient one I've used.
Nelson Bonilla profile photo

Zendesk Talk

Zendesk is a complete package to my understanding, the reporting structure assists in daily reporting and the actual user data makes it great. I have used other systems which were Opensource but there was always a gap which lead us in searching for more better products. Zendesk also has the best way to accommodate the knowledge base for us
Sohaib Ahmed Khattak - PCI QIR profile photo

Return on Investment

Talkdesk

  • It has saved us money by allowing us to identify KPIs and areas of improvement for our agents and to optimize their performance
  • By using Talkdesk, it allows us to provide a better customer experience.
  • With their integrations to multiple software applications, it make it easy to manage customer data
Robert Nunez profile photo

Zendesk Talk

  • Great reporting
  • Satisfied customers
  • No downtime
Sohaib Ahmed Khattak - PCI QIR profile photo

Pricing Details

Talkdesk

General

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

Zendesk Talk

General

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

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