What users are saying about
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Top Rated
497 Ratings
58 Ratings

Talkdesk

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Top Rated
497 Ratings
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Score 8.7 out of 100
58 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    8.6

    Talkdesk

    86%

    Zoom Phone

    Feature Set Not Supported
    N/A
    Talkdesk ranks higher in 13/13 features

    Agent dashboard

    8.5
    85%
    366 Ratings
    N/A
    0 Ratings

    Validate callers

    8.4
    84%
    324 Ratings
    N/A
    0 Ratings

    Outbound response

    8.6
    86%
    338 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.7
    87%
    328 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.7
    87%
    306 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.1
    91%
    346 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.2
    82%
    169 Ratings
    N/A
    0 Ratings

    Interactive voice response

    9.0
    90%
    238 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    197 Ratings
    N/A
    0 Ratings

    Call scripts

    8.5
    85%
    165 Ratings
    N/A
    0 Ratings

    Call tracking

    8.7
    87%
    338 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.5
    85%
    250 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.5
    85%
    298 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.8

    Talkdesk

    88%

    Zoom Phone

    Feature Set Not Supported
    N/A
    Talkdesk ranks higher in 9/9 features

    Inbound call routing

    8.9
    89%
    334 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.6
    86%
    239 Ratings
    N/A
    0 Ratings

    Recording

    9.4
    94%
    358 Ratings
    N/A
    0 Ratings

    Quality management

    9.0
    90%
    324 Ratings
    N/A
    0 Ratings

    Call analytics

    8.7
    87%
    335 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.8
    88%
    338 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    335 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.6
    86%
    187 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.7
    87%
    210 Ratings
    N/A
    0 Ratings

    Cloud PBX

    Talkdesk

    Feature Set Not Supported
    N/A
    8.7

    Zoom Phone

    87%
    Zoom Phone ranks higher in 5/5 features

    Hosted PBX

    N/A
    0 Ratings
    9.0
    90%
    5 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    9.3
    93%
    5 Ratings

    User templates

    N/A
    0 Ratings
    7.9
    79%
    6 Ratings

    Call reports

    N/A
    0 Ratings
    8.2
    82%
    9 Ratings

    Directory of employee names

    N/A
    0 Ratings
    9.0
    90%
    8 Ratings

    Call Management

    Talkdesk

    Feature Set Not Supported
    N/A
    8.9

    Zoom Phone

    89%
    Zoom Phone ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    8.8
    88%
    8 Ratings

    Call recording

    N/A
    0 Ratings
    9.7
    97%
    9 Ratings

    Call park

    N/A
    0 Ratings
    8.6
    86%
    6 Ratings

    Call screening

    N/A
    0 Ratings
    8.9
    89%
    7 Ratings

    Message alerts

    N/A
    0 Ratings
    8.6
    86%
    8 Ratings

    VoIP system collaboration

    Talkdesk

    Feature Set Not Supported
    N/A
    9.2

    Zoom Phone

    92%
    Zoom Phone ranks higher in 4/4 features

    Video conferencing

    N/A
    0 Ratings
    9.7
    97%
    10 Ratings

    Audio conferencing

    N/A
    0 Ratings
    9.9
    99%
    10 Ratings

    Video screen sharing

    N/A
    0 Ratings
    9.8
    98%
    10 Ratings

    Instant messaging

    N/A
    0 Ratings
    7.4
    74%
    7 Ratings

    Mobile apps

    Talkdesk

    Feature Set Not Supported
    N/A
    9.2

    Zoom Phone

    92%
    Zoom Phone ranks higher in 2/2 features

    Mobile app for iOS

    N/A
    0 Ratings
    9.3
    93%
    9 Ratings

    Mobile app for Android

    N/A
    0 Ratings
    9.1
    91%
    6 Ratings

    Attribute Ratings

    • Talkdesk is rated higher in 2 areas: Usability, Support Rating
    • Zoom Phone is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.8

    Talkdesk

    88%
    396 Ratings
    9.3

    Zoom Phone

    93%
    11 Ratings

    Likelihood to Renew

    8.5

    Talkdesk

    85%
    15 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Usability

    8.9

    Talkdesk

    89%
    204 Ratings
    8.0

    Zoom Phone

    80%
    1 Rating

    Availability

    10.0

    Talkdesk

    100%
    2 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Performance

    10.0

    Talkdesk

    100%
    2 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Support Rating

    8.1

    Talkdesk

    81%
    189 Ratings
    6.8

    Zoom Phone

    68%
    4 Ratings

    In-Person Training

    10.0

    Talkdesk

    100%
    1 Rating

    Zoom Phone

    N/A
    0 Ratings

    Online Training

    10.0

    Talkdesk

    100%
    1 Rating

    Zoom Phone

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Talkdesk

    87%
    168 Ratings

    Zoom Phone

    N/A
    0 Ratings

    Product Scalability

    10.0

    Talkdesk

    100%
    2 Ratings

    Zoom Phone

    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.
    Anonymous | TrustRadius Reviewer

    Zoom Phone

    Zoom Phone is great for remote work. It's pretty user friendly. You can easily transfer calls to those who have Zoom extensions programmed into the address book.Obviously, this would apply to most tech nowadays, but call quality can suffer during bad weather.
    Anonymous | TrustRadius Reviewer

    Pros

    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
    Tyler Neuwirth | TrustRadius Reviewer

    Zoom Phone

    • Transcribes voicemails. Great for those verbose folks that leave long voicemails.
    • Loud and clear volume quality! Great in a busy office with lots of people talking.
    • Easy to keep track of who has called me. Has Caller ID which is helpful.
    Anonymous | TrustRadius Reviewer

    Cons

    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.
    Anonymous | TrustRadius Reviewer

    Zoom Phone

    • Voicemail handling for queues and groups can't have their own shared voicemail box.
    • They recently starting limiting how many greetings you can have per user, so you have to do some annoying workarounds by setting up additional users to accomplish it when you have a number of ACD.
    • Does not yet support texting.
    • I wish they had built in text to speech to quickly build new greetings or phone tree options when needed.
    • You can't just assign a phone number to a call queue or group. You have to use a specific user. Fortunately, the cost is reasonable per user so its not a big problem, but annoying none-the-less.
    • The Salesforce integration could be better, I hope they improve it. For example, voicemails and call logs don't show up in the native lightning case feed, but as tasks.
    • When callers call, I wish it would pop up how they called and what tree they went through. So we could see what number they called into and perhaps what menu options they used.
    • I'd love to be able to ask them questions to gather info for reps answering phones when appropriate.
    Jonathan Tanis | TrustRadius Reviewer

    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
    EnterpriseContact sales team
    1. per seat/per month
    2. none
    Additional Pricing Details

    Zoom Phone

    General

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

    Starting Price

    Zoom Phone 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.
    Anonymous | TrustRadius Reviewer

    Zoom Phone

    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.
    Desiree Moore | TrustRadius Reviewer

    Zoom Phone

    Zoom Phone 8.0
    Based on 1 answer
    Zoom Phone has a very sleek design which makes it very easy to operate and use both in the setting up of and interacting in a meeting space. That being said, certain features can seem a bit crowded while trying to screen share or display video which somewhat defeats the purpose of the application as compared to a standard conference call.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Zoom Phone

    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.
    Ken Cohen | TrustRadius Reviewer

    Zoom Phone

    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.
    Mark de Gruiter | TrustRadius Reviewer

    Zoom Phone

    Zoom Phone 6.8
    Based on 4 answers
    Support have been great during the time for implementing Zoom Phones to our team of 50 people. There were times where they kept supporting us through links but more and more we had actual people getting back to us via emails so we are very happy overall. The product is so great, too.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Zoom Phone

    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
    Ken Cohen | TrustRadius Reviewer

    Zoom Phone

    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.
    Anonymous | TrustRadius Reviewer

    Zoom Phone

    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.
    Anonymous | TrustRadius Reviewer

    Zoom Phone

    The big draw for us to Zoom Phone is that they shook up the market. They entered the phone market by taking their overwhelming success in video conferencing, and bringing that innovation and skill to designing a game changing phone system. There is really not much difference among the other systems, except maybe their interface. They're a dime a dozen. Zoom does things differently, focusing in on the needs of the end users, and delivers a solid system that is worry free for I.T. departments
    Anonymous | TrustRadius Reviewer

    Scalability

    Talkdesk

    Talkdesk 10.0
    Based on 2 answers
    Works very well where I work , serves the purpose of the business.
    Anonymous | TrustRadius Reviewer

    Zoom Phone

    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.
    Carlos A | TrustRadius Reviewer

    Zoom Phone

    • We're better able to work together as a team answering phones multiple people can be logged in to answer at the same time.
    • The voicemail transcription feature helps with sharing messages to different departments.
    • Overall, we're able to answer more calls and have fewer callers being sent to voicemail.
    Anonymous | TrustRadius Reviewer

    Screenshots

    Talkdesk

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