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Five9 vs Talkdesk Comparison

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Overview

Category Leaders

Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution provides...

Category Leaders

Talkdesk provides all the benefits of enterprise contact center software, without all the complexity.

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.2

440

5

4

3

2

1

205

160

52

15

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
90%
would recommend this app

4.5

700

5

4

3

2

1

440

212

34

7

7

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Five9 is an excellent leader in the CCaaS industry as regarded as one of the most complete solution providers. My clients like the scalability and ability to add agents immediately as needed.
Taking the calls and routing them are very reliable. The software flows really nice and the customer service is awesome if you come across any issues.
Five9's robust integration with ZenDesk is one of the primary reasons we've brought them on as a voice solution. It's been reliable as far as the integrity of our calls.

Pros

Overall, TalkDesk is a wonderful product. Its simplicity and ease of use at the user level makes it a great fit for our Contact Center.
I love the flexibility of what the product is able to do to help our business. I also love the reporting features.
Good desktop app, user-friendly, good quality of sound, good customer service, integrated with Salesforce.

Cons

It's horrible to implement, the support is awful, it also uses mechanics that are impossible to understand with minimal documentation.
But, if I did have to say one negative thing it would be that sometimes my headset disconnects. Maybe its a computer problem vs the software.
Our company is losing their mind with this software and already on the hunt for new call center software to replace.

Cons

It has been one issue after another. I have lost several clients because of oversights and we're beyond frustrated with the lack of support and features we were told were possible.
Unable to place on hold and transfer, you need to mute the call and then transfer. This can be a bit awkward for the caller since they will just hear silence until the transfer has been initiated.
Often times, I find that Talkdesk disconnects my calls or availability for a call. There are times when the Call Dispositions fail or my call will drop and I will have to restart my Talkdesk.
  • Vendor responds to reviews
  • Last review12 days ago
  • Vendor responds to reviews
  • Last review14 days ago

Key features

  • Total features121
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Tracking Metrics
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Employee Coaching Tools
  • Employee Management
  • Employee Reward Programs
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • File Transfer
  • For Small Businesses
  • For iPad Devices
  • Help Desk Management
  • Hotkeys
  • IVR/Voice Recognition
  • Inbound Call Center
  • Integrations Management
  • Interaction Tracking
  • KPI Monitoring
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Leaderboards
  • List Management
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple Parties
  • Multiple Scoring Models
  • Multiple Scripts
  • Negative Feedback Management
  • On-Demand Recording
  • Online Voice Transmission
  • Open Database Design
  • Outbound Call Center
  • PBX
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Purchasing & Receiving
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Recording
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Screen Recording
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Trend Analysis
  • Unified Communications
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Management
  • Workforce Management
  • Total features107
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Tracking Metrics
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Employee Coaching Tools
  • Employee Management
  • Employee Reward Programs
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • File Transfer
  • For Small Businesses
  • For iPad Devices
  • Help Desk Management
  • Hotkeys
  • IVR/Voice Recognition
  • Inbound Call Center
  • Integrations Management
  • Interaction Tracking
  • KPI Monitoring
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Leaderboards
  • List Management
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple Parties
  • Multiple Scoring Models
  • Multiple Scripts
  • Negative Feedback Management
  • On-Demand Recording
  • Online Voice Transmission
  • Open Database Design
  • Outbound Call Center
  • PBX
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Purchasing & Receiving
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Recording
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Screen Recording
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text Analysis
  • Text to Speech
  • Third Party Integrations
  • Trend Analysis
  • Unified Communications
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations63
  • ActiveCampaign
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • Google Drive
  • Google Workspace
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft 365
  • Microsoft Outlook
  • Microsoft Teams
  • Pipedrive
  • Salesforce Sales Cloud
  • Slack
  • SugarCRM
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations83
  • ActiveCampaign
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • Google Drive
  • Google Workspace
  • HubSpot CRM
  • Mailchimp
  • Meta for Business
  • Microsoft 365
  • Microsoft Outlook
  • Microsoft Teams
  • Pipedrive
  • Salesforce Sales Cloud
  • Slack
  • SugarCRM
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

RG
AvatarImg

Rodrigo G.

Hospitality, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Talkdesk logo

Talkdesk

Implementation was really easy and reporting is easy.

Reviewed 4 years ago

Is being great! great tool, great support, great features, overall great decision!

Pros

Talkdesk is a great tool, intuitive and easy to use. Coming from complicated platforms like Avaya and Five9, Talkdesk is really ahead of the competition. From the reporting easiness and the trouble-free implementation, I have no issues recommending it to anyone.

Cons

Reporting may include more options for power users.