Top 8 Talkdesk Alternatives for Contact Centers on a Budget

Looking for Talkdesk alternatives? 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 (ACD), 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
• Email
• Web chat
• SMS
• Video
• Social media

This omnichannel integration allows businesses to provide a seamless and consistent customer experience, making it easy for customers to reach out through their preferred method and receive timely responses.

3) Customizable plans

If you’re not ready to set up all these channels, you don’t have to go all-in on an omnichannel contact center. In other words, you don’t need to buy the bells-and-whistles package if that’s not what you need. This is especially helpful for the small business owner.

Customizable plans allow businesses to select and pay for only the features they need, scaling their contact center solutions as they grow and their requirements change.

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 $145 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.

One Talkdesk review mentioned:

“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.

Top 8 Alternatives to Talkdesk

Here are some of the best Talkdesk competitors that you may want to consider.

1) Nextiva

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 agent productivity.

Why it’s a good Talkdesk alternative

With Nextiva’s similar base functionality, you can step into contact center AI without feeling overwhelmed. Although they make good use of generative AI, there’s no pressure to make everything virtual and leave robots to run things. However, there is 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, if you’re a small business, it’s easy to budget for.

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 (Android and iOS) for on-the-go accessibility, and competitive pricing plans.

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2) Five9

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.

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3) JustCall

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

Another of our Talkdesk alternatives 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.

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5) Genesys

Genesys offers a customer experience platform and specializes in on-premises and hybrid deployments for industries with rigid compliance regulations.

Why it’s a good Talkdesk alternative

Genesys Cloud CX 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.

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6) Avaya

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.

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7) Dialpad

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, the Dialpad contact center is heavily focused on making the best use of the data you accumulate.

Every customer interaction is a learning opportunity Dialpad puts these at the focus of your contact center.

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8) 8×8

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.

Talkdesk Competitors: Feature Comparison Table

To simplify the decision-making process, here’s a comparison table highlighting the key features of each Talkdesk competitor:

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Common Pitfalls to Avoid When Switching Contact Center Solutions

At this point, you may have already decided to make the switch to one of these Talkdesk alternatives, but before doing so, there’s one last thing you should be aware of: common mistakes or unexpected difficulties when changing your contact center provider.

1. Inadequate training and onboarding

Switching contact center solutions can be a daunting task, and one of the most critical yet often overlooked aspects is making sure you provide adequate training and onboarding for your team. If you skip this part, thinking that one contact center platform is pretty much the same as the next, this can lead to a range of problems that can hamper the effectiveness of the new system and cause frustration among employees and customers.

Before making the switch, you should have have a good understanding of the new contact center solution. This includes knowing its capabilities, advanced features, common issues, and differences compared to your current system. When evaluating any of these Talkdesk alternatives, take the time to check out demos and user manuals provided by the vendor. You need to know how the new system aligns with your business processes.

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2. Not migrating data properly

Proper data migration ensures a seamless transition and maintains service continuity. When choosing a new vendor, it’s important to verify if they provide tools or manual help to migrate existing customer data. A few points to keep in mind:

• Manual Migration: Most of the time, you will need to manually migrate your data. This involves exporting data from your current platform and importing it into the new one. The process may require data cleaning, mapping, and validation to ensure compatibility and accuracy.
• Automated Tools: Some advanced platforms might offer automated tools to help with data migration. These tools can streamline the process but often still require someone who knows what they’re doing to make sure everything is transferred correctly.
• Data Validation and Testing: This step ensures that all data has been accurately transferred and that the new system functions correctly with the imported data. Make sure all customer interactions, call logs, and CRM data are fully migrated. Missing data can lead to service disruptions and, thus, a poor customer experience.
• Data Backup: Always back up your data before migration to prevent loss. In case of issues, you can restore from the backup and minimize downtime.

Note: Nextiva provides data migration assistance if you decide to switch your call center from Talkdesk to Nextiva contact center.

3) Ignoring user feedback

When considering Talkdesk alternatives, disregarding user reviews from other businesses can lead to costly mistakes. Follow these tips to make sure you go in with your eyes open:

• Research reviews and testimonials: Look for reviews on platforms like G2, Capterra, and Trustpilot. Pay attention to both positive and negative feedback, as well as both common pain points and benefits.
• Seek industry-specific feedback: Prioritize feedback from businesses in your industry. Their use cases and challenges are likely to be more relevant to your situation. Ask for recommendations and experiences from peers who have switched to the platform you’re considering. 
• Look for recurring themes in reviews: Consistent issues such as poor customer support, difficult integrations, or unexpected prices can be red flags (like Talkdesk pricing if you’re looking for add-ons). Similarly, consistently praised features can guide your decision.

4. Underestimating the importance of customer support

When switching contact center solutions, many organizations focus on the features and cost of the new system, but not customer support during and after the transition. Helpful and responsive support is critical when you are experiencing issues so you can minimize downtime and maintain your own seamless customer interactions. 

For instance, when your live chat functionality isn’t working properly, immediate support is crucial – especially since 42% of customers prefer live chat to other channels. Similarly, you want to make sure agent assist features work smoothly to maintain the efficiency and effectiveness of your customer service team.

Without proper support, organizations might struggle with advanced technologies like generative AI, which can provide intelligent solutions and automate routine tasks, leading to suboptimal agent performance and frustrated customers.

Note: Nextiva is known for its excellent customer support and “amazing service,” which is valuable during the migration process.

Key Takeaway on Each of the Talkdesk Alternatives

Here’s a quick sum up for each of the Talkdesk alternatives we reviewed here:

• Nextiva: Ideal for SMBs seeking a user-friendly, all-in-one UCaaS and CCaaS solution. Nextiva shines with competitive pricing, a straightforward setup process, and excellent customer support.
• Five9: Perfect for mid-sized businesses requiring advanced AI functionalities. Five9 excels in AI-powered reports, sentiment analysis, and agent performance optimization.
• JustCall: A budget-conscious option for startups and small businesses. JustCall offers core contact center features at an affordable price, making it a great starting point.
• Aircall: Designed for startups and sales-focused teams, Aircall boasts a user-friendly interface and seamless integration with popular CRMs like Salesforce and HubSpot.
• Genesys: Caters to large enterprises and complex contact centers with strict compliance regulations. Genesys offers robust on-premises and hybrid deployments loaded with customization options.
• Avaya: A trusted brand for established businesses with existing Avaya phone systems. Avaya provides a feature-rich on-premises contact center platform with various add-on options.
• Dialpad: Focuses on AI to enhance agent performance and customer engagement. Dialpad offers real-time coaching insights, next-generation analytics, and AI-powered sales suggestions.
• 8×8: Another all-in-one UCaaS and CCaaS provider, ideal for businesses seeking a tightly integrated cloud communication platform. 8×8 boasts a strong feature set and competitive pricing for mid-market customers.

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The Verdict on the Best Talkdesk Alternatives

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 is an excellent choice 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