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
58 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 58 reviews and ratings
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
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
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
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
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
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
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.

Verified User
Account Manager in Sales
Hospitality Company, 10,001+ employeesZoom 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.

Verified User
Employee in Customer Service
Education Management Company, 501-1000 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
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.

Verified User
Employee in Sales
Legal Services Company, 201-500 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 employeesZoom 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.
Director of Product Development
BeyondPay, Inc.Computer Software, 11-50 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
—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.

Verified User
Manager in Customer Service
Computer Software Company, 201-500 employeesZoom 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.
Royalty Relations Advisor
BPX EnergyOil & Energy, 10,001+ employees
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.

Verified User
Employee in Marketing
Fine Art Company, 11-50 employeesReliability 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+ employeesZoom 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.
SVP, Business Development and Consumer Sales
JK Moving ServicesTransportation/Trucking/Railroad, 1001-5000 employees
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.
Director of Client Success
GoDo - Your Company, Our Passion.Leisure, Travel & Tourism, 1-10 employees
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.

Verified User
Employee in Human Resources
Outsourcing/Offshoring Company, 11-50 employeesIn-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+ employeesZoom 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
SVP, Business Development and Consumer Sales
JK Moving ServicesTransportation/Trucking/Railroad, 1001-5000 employees
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.

Verified User
Vice-President in Customer Service
Internet Company, 51-200 employeesZoom 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.

Verified User
Manager in Quality Assurance
E-Learning Company, 1001-5000 employeesZoom 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

Verified User
Manager in Information Technology
Higher Education Company, 51-200 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+ employeesZoom 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.
Training and Quality Manager
ClearlyRetail, 51-200 employees
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.

Verified User
Employee in Customer Service
Education Management Company, 501-1000 employees