You probably know Talkdesk as a cloud-based contact center solution that helps businesses manage customer interactions across multiple digital channels, including phone, email, chat, and social. It offers automatic call distribution, omnichannel routing, analytics, and reporting features.
But, if you’ve arrived here, you’re not completely sold on the software. Comparing solutions is a necessary step in the software selection process.
Most people won’t even buy a vacuum without looking at reviews and specs online to ensure they’re making the right choice and getting the best deal.
This article covers Talkdesk’s strengths, weaknesses, and best alternatives so you can make the right decision for your contact center.
What Are Talkdesk’s Strengths?
Talkdesk has four characteristics that make it a strong contender in the cloud-based contact center arena.
1) Feature-rich platform
Like all contact center software, Talkdesk is packed with vital call center features, but it also offers advanced functionality.
Talkdesk’s wide array of features includes:
- Agent dashboard
- Call forwarding
- Call queuing
- Click-to-call
- Predictive dialing
- Interactive voice response (IVR)
- REST APIs
- Call tracking
- CRM software integrations
- Call recording
- Voicemail inbox
- Toll-free numbers
- Local phone numbers
These features are just the tip of the iceberg. But, the modern contact center market demands that contact center solutions, cloud or otherwise, include everything the average contact center needs to serve its customers from day one.
2) Omnichannel support
Aside from common features, Talkdesk also supports digital communication across the following channels:
- Voice
- Web chat
- SMS
- Video
- Social media
3) Customizable plans
If you’re not ready to set up all these channels, you don’t have to go all-in on omnichannel support. In other words, you don’t need to buy the bells-and-whistles package if that’s not what you need.
4) Strong integrations
We now have access to more data and information than ever before, and we can use it to empower agents during customer transactions.
Talkdesk integrates with CRM systems and other business apps to help agents resolve interactions faster and keep them more informed.
Common contact center integrations include:
- Microsoft Teams
- Salesforce
- Zendesk
- Slack
- Zoom
- Zoho
Why Customers Look for Alternatives to Talkdesk
Sure, Talkdesk has tons of features, all the standard channels and integrations, and customized pricing to fit your needs, but there are many factors causing contact center buyers to check out Talkdesk’s competitors.
Pricing
Albeit adaptable, Talkdesk can become an expensive solution if you’re looking for add-ons — especially for smaller businesses.
For example, if you need custom reporting, workforce management, and an outbound dialer, you’re looking at $125 plus extras per contact center agent. If you need a lot of “optional extras” but they’re central to how you run your business, it can become hard to budget.
The basic package can be overkill for some businesses. For those who don’t yet have the appetite or need for an AI trainer, it may feel like you’re paying for features you don’t really need.
Talkdesk caters to a wide range of business needs, but some of its lower plans feel incomplete since these are separately priced add-ons:
- Virtual agents
- Artificial intelligence (AI) trainer
- Quality management
- Workforce management
Ease of use
When you get a new phone, it often works just like your old one. When you get a new TV, the remote’s design is like the old one. When you get a new car, you know how to drive it almost immediately.
However, Talkdesk can be complex to learn and use, especially for non-technical users. Some reviews suggest its interface is overwhelming and cluttered, leading to decreased productivity and a steep learning curve, even for seasoned pros.
Stability
When you invest in contact center software, it needs to be bulletproof. If you suffer downtime, you need and deserve great customer support.
Reports by some Talkdesk customers suggest that this has not been their experience.
Poorly supported lesser integrations
Some users report a negative experience with applications outside Talkdesk’s core integrations. When you rely on information exchange between your contact center system and your most regularly used apps, you need high-quality, two-way support.
“There have been times when Pipedrive and Talkdesk need to integrate better, which is both annoying and time-consuming.”
~ Garret P., Manager of Member Services, 51–1,000 employees.
Related: Top 6 Broadvoice Alternatives for Growing Contact Centers
Top 8 Alternatives to Talkdesk
1) Nextiva
Ideal for
Small to medium businesses looking for a unified communications (UC) platform with all-in-one voice, video, and chat capabilities.
If you’re looking for both UC and contact center tools, Nextiva provides a single interface for agents to conduct both front- and back-office tasks. Seamless, on-net integration of calls and contacts provides fewer app switches, leading to maximum productivity.
Why it’s a good Talkdesk alternative
With Nextiva’s similar base functionality, you can step into contact center AI without feeling overwhelmed. There’s no pressure to make everything virtual and leave robots to run things. However, there’s plenty of intuitive call center automation and machine learning to take advantage of.
Overall, Nextiva’s pricing is simpler than Talkdesk’s. What you see is what you get. There’s nothing hidden, and it’s easy to budget.
Key strengths
Integrating unified communications as a service (UCaaS) and contact center as a service (CCaaS) is simple.
Whether you’re using Nextiva for your telephony and contact center or you’re integrating another contact center like Five9, Nextiva’s business phone system delivers a streamlined experience for contact center agents, built-in video conferencing, a mobile app for on-the-go accessibility, and competitive pricing plans.
![Integrating UCaaS and CCaaS for Better Customer Experience [New E-Book]](https://www.nextiva.com/blog/wp-content/uploads/sites/2/integrating-ucaas-ccaas-customer-experience.jpg?w=96&h=96&crop=1)
2) Five9
Ideal for
If you’re looking for a more advanced AI-powered contact center solution, Five9 hits the nail on the head.
Five9 focuses on making AI do the legwork so your agents remain efficient and productive. This is especially helpful for large businesses with scalability concerns or the desire to let agents handle more value-adding tasks while automating run rate activities.
Why it’s a good Talkdesk alternative
Five9 is on par with Talkdesk for omnichannel routing and advanced speech analytics. But where it really excels is in using AI to generate reports and provide sentiment analysis on your customer transactions.
If you’re a data-driven organization with lots of customers and agents, Five9 can be a great way to gain control of your contact center.
Key strengths
The AI integrations, reports, and analytics are up there with the best in the contact center market. You can automate your workflows and outsource the menial tasks to a bot, all while maintaining total control of your business unit.
3) JustCall
Ideal for
Budget-conscious startups and small businesses looking to improve customer satisfaction with a cheap alternative to Talkdesk.
If you’re setting up a new contact center operation, JustCall provides a simple interface with the basic features needed to get started.
Why it’s a good Talkdesk alternative
You can get core contact center functionality at a fraction of the price.
Yes, there are fewer bells and whistles, but if you don’t need those optional extras, there’s no point in overspending. If you need enterprise-grade features, such as single sign-on or advanced APIs, JustCall offers a tailored Business package.
Key strengths
JustCall stands out as a great option for small or new contact centers.
With affordable pricing plans, a simple interface, and a well-reviewed help desk, it’s got everything you need for a basic contact center if your plans aren’t very technical.
4) Aircall
Ideal for
Startups, small teams, and sales-focused organizations looking for a quick and easy-to-use contact center solution.
Another Talkdesk alternative focused on simplicity with a sleek design, Aircall integrates with major apps including Salesforce, HubSpot, and Zendesk without a complex technical setup.
Why it’s a good Talkdesk alternative
If you’re looking for rapid deployment, getting started with Aircall is quicker than Talkdesk because it’s built on a phone system backbone. Assuming your agents have used basic phone call controls before, they’ll pick it up right away.
At the top end of the pricing tiers, Aircall is more cost-effective, too. If you don’t need every possible feature available, Aircall strips its highest package, making it more attractive.
Key strengths
Quick setup and powerful integrations with the most popular CRMs and ticketing systems make Aircall a cheap Talkdesk alternative worthy of consideration.
5) Genesys
Ideal for
Large enterprises and complex contact centers that require advanced features and customizations.
Genesys specializes in on-premises and hybrid deployments for industries with rigid compliance regulations.
Why it’s a good Talkdesk alternative
Genesys matches Talkdesk’s core contact center features and provides an option for those looking for cloud-type functionality without cloud deployment.
Thanks to its legacy in telecoms, Genesys has a wide range of customizable PBX and call center functionality.
Key strengths
There is no doubt about the scalability of Genesys, boasting case studies from Vodafone and Sodexo with over 1,000 agents.
With robust omnichannel support, advanced self-service features (chatbots, voicebots, and knowledge bases), and integrations with enterprise-level applications, Genesys is a solid alternative to Talkdesk for its target market.
Related: 7 Genesys Alternatives to Make Scaling Your Contact Center Easier
6) Avaya
Ideal for
Low-risk businesses looking to install a trusted telecoms brand.
Avaya has a legacy of providing on-premises phone systems with high call quality and can provide a variety of cloud solutions via resale agreements.
Why it’s a good Talkdesk alternative
If you’re already invested in the Avaya ecosystem (phone system, handsets, etc.), you may get a discount when sticking with your existing supplier.
Its on-premises contact center platform is packed with core functionality, and there are a variety of add-ons available in the portfolio.
Key strengths
Avaya has a global reach thanks to its extensive telecom history. If your business has multiple offices across many countries or wishes to roll out a follow-the-sun support team, Avaya has the experience and internal resources to help.
7) Dialpad
Ideal for
Businesses looking to go the extra mile with AI. In fact, Dialpad’s contact center solution is named “Ai Contact Center.” There isn’t a non-AI version.
If you’re interested in providing real-time coaching insights and having access to next-generation analytics, Dialpad is a good option.
Why it’s a good Talkdesk alternative
You still get inbound call routing, IVR, and omnichannel, but you also get the chance to prioritize agent development and customer engagement thanks to its advancements in AI and transcription.
With a specific focus on sales teams, Dialpad’s AI suggestions can prompt agents to mention new products and identify the ideal time to close a deal. Its outbound calling solution also features AI, including smart call monitoring and call queues.
Key strengths
With its real-time agent performance dashboards backed by AI, Dialpad is heavily focused on making the best use of the data you accumulate.
Every customer transaction is a learning opportunity. Dialpad puts these at the focus of your contact center.
8) 8×8
Ideal for
Businesses looking for an integrated, all-in-one approach to UCaaS and CCaaS.
With a cloud-based-only product, 8×8 provides a composable cloud communication platform that tightly integrates with its back-office solution.
Why it’s a good Talkdesk alternative
Competing almost directly in terms of customer size, 8×8 offers a similar core set of features and goes toe-to-toe in terms of the number of integrations and multichannel support.
The benefit of 8×8 over Talkdesk is the underlying VoIP system you can integrate. Talkdesk now has a cloud PBX, but it’s new to the market and lacks the legacy of other PBX vendors.
Key strengths
8×8 is an all-in-one, select-your-functionality cloud deployment that’s popular with potential customers.
It also integrates with several commonly used CRMs and business communication apps and features competitive pricing for mid-market customers.
Alternatives to Talkdesk Comparison
| Contact Center Platform | Best For | Monthly Pricing |
|---|---|---|
| Nextiva | Small and medium-sized businesses | Starting at $50 |
| Five9 | Medium-sized businesses | Starting at $149 |
| JustCall | Small businesses | Starting at $60 |
| Aircall | Startups | Starting at $90 |
| Genesys | Mid-size organizations | Starting at $75 |
| Avaya | Large organizations | Starting at $60 |
| Dialpad | Startups | Starting at $80 |
| 8×8 | Small businesses | Starting at $85 |
The Verdict on the Best Talkdesk Alternative
There’s no doubt the contact center market is super competitive. The number of Talkdesk alternatives outlined in this blog post shows that your decision to consider competitors is a good one.
Each vendor mentioned has its strengths, history, and target audience.
If you’re a small- to medium-sized business, Nextiva takes the gold medal for an easy-to-use, quick-to-setup cloud contact center.
Nextiva features:
- Competitive pricing with plans that cater to a wide range of business sizes and needs
- Straightforward and user-friendly setup process, improving time to value
- Integrates voice, video, team messaging, and customer management
- Excellent customer support and amazing service
- A strong track record of reliability, ensuring consistent service availability — 99.999% uptime
Related: Top 6 NICE CXOne Alternatives for Your Contact Center
