Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Talkdesk
Score 8.7 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$65
per seat/per month
Zoom Phone
Score 9.1 out of 10
N/A
Built on Zoom's platform, Zoom's full-featured cloud phone consolidates all business communication and collaboration into a single system. Available in 40+ countries, with expandable coverage through a bring-your-own-carrier offering, Zoom Phone supports inbound and outbound calling through the public switched telephone network (PSTN).N/A
Pricing
TalkdeskZoom Phone
Editions & Modules
Professional
$65
per seat/per month
Professional +
Contact sales team
Enterprise
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
TalkdeskZoom Phone
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
TalkdeskZoom Phone
Considered Both Products
Talkdesk
Chose Talkdesk
Zoom Phone has all CX requirements met for our team, but we worried about prospecting/outbound options for Sales and ability to grow with our team in the future. We opted to use Zoom Phone internally for our non-customer-facing team instead. The downsides of Ring Central …
Chose Talkdesk
Prior to using Talkdesk, we used RC, and it was far worse than Talkdesk. The reporting was almost non-existent, but it did take a lot less maintenance. Five9 was evaluated after we moved to Talkdesk as a potential solution, but we felt they didn't fix many of the issues we were …
Chose Talkdesk
So much more flexibility with Talkdesk when it comes to setting up flows and how I can move members around with seat changes. Then couple that in with the Studio Academy where I can learn how to best use the product and help onboard my team = SOLD! : )

I've used many call …
Chose Talkdesk
The reason we selected Talkdesk is because of the Salesforce integration. We found out Talkdesk/Salesforce integration is superior compared to the other vendors.
Zoom Phone
Chose Zoom Phone
RingCentral and Zoom are very similar, and I am a fan of both. We ended up choosing Zoom because of how much we liked them for their Zoom Meetings product we've used for years now. It just always worked compared to WebEx, Gotomeeting, Fuze, Skype, Teams, etc. So reliability …
Top Pros
Top Cons
Features
TalkdeskZoom Phone
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Talkdesk
8.7
422 Ratings
3% above category average
Zoom Phone
-
Ratings
Agent dashboard8.6403 Ratings00 Ratings
Validate callers8.5356 Ratings00 Ratings
Outbound response8.7368 Ratings00 Ratings
Call forwarding8.8358 Ratings00 Ratings
Click-to-call (CTC)8.8336 Ratings00 Ratings
Warm transfer9.1381 Ratings00 Ratings
Predictive dialing8.8189 Ratings00 Ratings
Interactive voice response9.1262 Ratings00 Ratings
REST APIs8.0210 Ratings00 Ratings
Call scripts8.9184 Ratings00 Ratings
Call tracking8.8374 Ratings00 Ratings
Multichannel integration8.7272 Ratings00 Ratings
CRM software integration8.4328 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Talkdesk
8.8
409 Ratings
5% above category average
Zoom Phone
-
Ratings
Inbound call routing8.9371 Ratings00 Ratings
Omnichannel inbound routing9.0262 Ratings00 Ratings
Recording9.4395 Ratings00 Ratings
Quality management8.9356 Ratings00 Ratings
Call analytics8.6369 Ratings00 Ratings
Historical reporting8.6375 Ratings00 Ratings
Live reporting8.7370 Ratings00 Ratings
Customer surveys8.9202 Ratings00 Ratings
Customer interaction analytics8.6229 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Talkdesk
-
Ratings
Zoom Phone
9.3
12 Ratings
13% above category average
Hosted PBX00 Ratings9.46 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.47 Ratings
User templates00 Ratings9.28 Ratings
Call reports00 Ratings8.711 Ratings
Directory of employee names00 Ratings9.810 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Talkdesk
-
Ratings
Zoom Phone
9.5
12 Ratings
13% above category average
Answering rules00 Ratings9.910 Ratings
Call recording00 Ratings9.511 Ratings
Call park00 Ratings9.67 Ratings
Call screening00 Ratings8.99 Ratings
Message alerts00 Ratings9.89 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Talkdesk
-
Ratings
Zoom Phone
9.8
12 Ratings
18% above category average
Video conferencing00 Ratings9.812 Ratings
Audio conferencing00 Ratings10.012 Ratings
Video screen sharing00 Ratings10.012 Ratings
Instant messaging00 Ratings9.49 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Talkdesk
-
Ratings
Zoom Phone
9.9
11 Ratings
17% above category average
Mobile app for iOS00 Ratings9.910 Ratings
Mobile app for Android00 Ratings9.98 Ratings
Best Alternatives
TalkdeskZoom Phone
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
OpenPhone
OpenPhone
Score 9.3 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
TalkdeskZoom Phone
Likelihood to Recommend
8.8
(434 ratings)
9.8
(13 ratings)
Likelihood to Renew
8.9
(35 ratings)
-
(0 ratings)
Usability
8.8
(250 ratings)
8.0
(1 ratings)
Availability
9.4
(6 ratings)
-
(0 ratings)
Performance
9.8
(5 ratings)
-
(0 ratings)
Support Rating
9.2
(198 ratings)
6.6
(4 ratings)
In-Person Training
10.0
(2 ratings)
-
(0 ratings)
Online Training
8.6
(4 ratings)
-
(0 ratings)
Implementation Rating
8.4
(199 ratings)
-
(0 ratings)
Configurability
9.7
(6 ratings)
-
(0 ratings)
Product Scalability
9.7
(6 ratings)
-
(0 ratings)
Vendor post-sale
10.0
(2 ratings)
-
(0 ratings)
Vendor pre-sale
10.0
(2 ratings)
-
(0 ratings)
User Testimonials
TalkdeskZoom Phone
Likelihood to Recommend
Talkdesk
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. I would definitely recommend
Read full review
Zoom
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.
Read full review
Pros
Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Read full review
Zoom
  • 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.
Read full review
Cons
Talkdesk
  • Frequent bugs
  • Easier access to the 'recent activity' when on a call with a customer
  • Be able to change your future status, while still on a call, like it was possible before
  • Editable 'home' page
  • Sending user to offline or another status randomly
  • Less phone delay
Read full review
Zoom
  • 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.
Read full review
Likelihood to Renew
Talkdesk
Talkdesk is an enterprise grade solution for telephony service. Zendesk eould be the only other option in terms of solutions I have implemented and seen in practice. It is easy for business users to learn how to use talkdesk and develop call routing paths dependong on the nature of the customer's request
Read full review
Zoom
No answers on this topic
Usability
Talkdesk
Talkdesk has been helpful in allowing our agents to conduct their jobs in an efficient way by utilizing the phone systems. We are able to transfer calls easily to other agents or ring groups. This is a feature I use daily, and I couldn't imagine having a nationwide company without this service.
Read full review
Zoom
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.
Read full review
Reliability and Availability
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
Read full review
Zoom
No answers on this topic
Performance
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
Read full review
Zoom
No answers on this topic
Support Rating
Talkdesk
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.
Read full review
Zoom
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.
Read full review
In-Person Training
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review
Zoom
No answers on this topic
Online Training
Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
Read full review
Zoom
No answers on this topic
Implementation Rating
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
Read full review
Zoom
No answers on this topic
Alternatives Considered
Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
Read full review
Zoom
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
Read full review
Scalability
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
Read full review
Zoom
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.
Read full review
Zoom
  • 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.
Read full review
ScreenShots

Zoom Phone Screenshots

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