What users are saying about
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Top Rated
209 Ratings
8 Ratings

Talkdesk

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Top Rated
209 Ratings
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Score 8 out of 100
8 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

Zendesk Talk

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Talkdesk
8.6
Zendesk Talk
6.8
Agent dashboard
Talkdesk
8.6
Zendesk Talk
5.8
Validate callers
Talkdesk
8.6
Zendesk Talk
5.0
Outbound response
Talkdesk
9.1
Zendesk Talk
5.6
Call forwarding
Talkdesk
8.9
Zendesk Talk
8.0
Click-to-call (CTC)
Talkdesk
8.5
Zendesk Talk
7.4
Warm transfer
Talkdesk
8.6
Zendesk Talk
6.3
Predictive dialing
Talkdesk
8.2
Zendesk Talk
Interactive voice response
Talkdesk
8.6
Zendesk Talk
5.0
REST APIs
Talkdesk
8.2
Zendesk Talk
9.0
Call scripts
Talkdesk
8.5
Zendesk Talk
Call tracking
Talkdesk
8.8
Zendesk Talk
7.7
Multichannel integration
Talkdesk
8.3
Zendesk Talk
7.6
CRM software integration
Talkdesk
8.2
Zendesk Talk
7.3

Workforce Optimization (WFO)

Talkdesk
8.7
Zendesk Talk
6.6
Inbound call routing
Talkdesk
8.8
Zendesk Talk
7.0
Omnichannel inbound routing
Talkdesk
9.1
Zendesk Talk
8.9
Recording
Talkdesk
9.2
Zendesk Talk
8.6
Quality management
Talkdesk
8.6
Zendesk Talk
6.9
Call analytics
Talkdesk
8.4
Zendesk Talk
5.7
Historical reporting
Talkdesk
8.9
Zendesk Talk
5.5
Live reporting
Talkdesk
8.7
Zendesk Talk
6.4
Customer surveys
Talkdesk
8.2
Zendesk Talk
5.2
Customer interaction analytics
Talkdesk
8.2
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 | TrustRadius Reviewer

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.
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

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 | TrustRadius Reviewer

Likelihood to Renew

Talkdesk

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

Zendesk Talk

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

Zendesk Talk

No score
No answers yet
No answers on this topic

Support Rating

Talkdesk

Talkdesk 9.1
Based on 73 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

Zendesk Talk

Zendesk Talk 5.7
Based on 3 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | 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

Zendesk Talk

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

Zendesk Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
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

Zendesk Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Shea Mworia | TrustRadius Reviewer

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

Rating Summary

Likelihood to Recommend

Talkdesk
8.2
Zendesk Talk
7.7

Likelihood to Renew

Talkdesk
10.0
Zendesk Talk

Usability

Talkdesk
8.8
Zendesk Talk

Support Rating

Talkdesk
9.1
Zendesk Talk
5.7

Implementation Rating

Talkdesk
7.0
Zendesk Talk

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