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Talkdesk vs Dialpad Comparison

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Overview

Category Leaders

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

Category Leaders

Dialpad is a cloud communication platform and business phone system that provides organizations with the latest in VoIP telephony...

  • 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

15

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

User reviews

4.5

685

5

4

3

2

1

431

209

32

6

7

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.3

465

5

4

3

2

1

251

152

42

11

9

  • Value for money
  • Ease of use
  • Features
  • Customer support
93%
would recommend this app

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.

Pros

We have found this to be a reliable phone service alternative to Vonage that we previously used. The price is right, the functionality is good, and we are pleased with the service.
Dialpad offers a number of comprehensive features that will suit most growing businesses needs, most important of which is the ability to take work calls from a personal cellphone.
Overall, I love the product. The ability to create dept's to assist in monitoring other employees has been exceptionally useful.

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.

Cons

It took me more than 6 months to be able to transfer my number out. They can be very misleading and reject your transfer out requests even after you follow their strict procedures.
Every once in a while, there will be some choppy calls, which can be frustrating.
The software sometimes doesn't alert me when I have a call then automatically says I have missed the call.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review20 days ago

Key features

  • Total features109
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Archiving & Retention
  • Assessment Management
  • Audio / Video Conferencing
  • Auto-Dialer
  • Automated Attendant
  • 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 Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Drag & Drop
  • Employee Coaching Tools
  • Employee Directory
  • Event Triggered Actions
  • Fax Management
  • File Transfer
  • For Small Businesses
  • Goal Setting / Tracking
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Integrations Management
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Lead Management
  • Leaderboards
  • List Management
  • Live Chat
  • Manual Dialer
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-User Collaboration
  • Multiple Parties
  • Multiple Scripts
  • On-Demand Recording
  • Onboarding
  • Online Voice Transmission
  • Open Database Design
  • Outbound Call Center
  • PBX
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive 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 Chat
  • Real-time Updates
  • Recording
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Sentiment Analysis
  • Single Sign On
  • Speech Recognition
  • Speech Synthesis
  • Support Ticket Management
  • Support Ticket Tracking
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Training Management
  • Unified Communications
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Management
  • Workforce Management
  • Total features78
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Archiving & Retention
  • Assessment Management
  • Audio / Video Conferencing
  • Auto-Dialer
  • Automated Attendant
  • 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 Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Drag & Drop
  • Employee Coaching Tools
  • Employee Directory
  • Event Triggered Actions
  • Fax Management
  • File Transfer
  • For Small Businesses
  • Goal Setting / Tracking
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Integrations Management
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Lead Management
  • Leaderboards
  • List Management
  • Live Chat
  • Manual Dialer
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-User Collaboration
  • Multiple Parties
  • Multiple Scripts
  • On-Demand Recording
  • Onboarding
  • Online Voice Transmission
  • Open Database Design
  • Outbound Call Center
  • PBX
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive 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 Chat
  • Real-time Updates
  • Recording
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Sentiment Analysis
  • Single Sign On
  • Speech Recognition
  • Speech Synthesis
  • Support Ticket Management
  • Support Ticket Tracking
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Training Management
  • Unified Communications
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations82
  • Dropbox Business
  • 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
  • Zoho CRM
  • Total integrations26
  • Dropbox Business
  • 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
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Talkdesk logo

Talkdesk

Good for small Support teams

Reviewed 2 years ago

For agents using Talkdesk is simple and plugs into your ticketing system. Using Talkdesk is great for small teams (e.g. 10-15 people Support or customer team).

Pros

It is pretty simple to setup in your environment and integrate with your ticketing system (e.g. Zendesk). The platform itself is also pretty clear and clean.

Cons

Talkdesk lacks many features that other call applications have. Customizing the IVR, departments, extension numbers for agents, audio transcripts for voicemail and calls, etc. The analytics is also very bare bone compared to similar tools (e.g. Dialpad)

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Dialpad logo

Dialpad

Great bang for your buck, but would like more IVR features

Reviewed 4 years ago

Overall, we are happy with using Dialpad. We used to be Talkdesk customers and switched due to Dialpad's greating pricing, and so far, we're getting most of the same features at more than half the cost. If they can add some more dynamic IVR features like I mentioned above, this will easily be one of the best VOIP business solutions.

Pros

The Dialpad desktop app is easy to use, and the overall infrastructure is easy to setup. The analytics are pretty good considering the price as well.

Cons

- Sometimes call quality can be a bit dicey, even though we have excellent internet in our office. - The mobile app can be a bit laggy, even with full LTE/wifi service. - We would love to see more dynamic IVR options such as the ability to go back to previous menu options and having the recording repeat itself in a loop when it ends. - We're having a particular issue where we have main department line setup with an IVR, and one of the options is supposed to transfer to another department. We want it to simultaneously ring to everyone in that group, but it is going straight to voicemail instead. It may be setup incorrectly on our end, but remedying this hasn't been that intuitive. I've reached out to support, so I'm hoping to get a solution from them.