Unitel Voice vs Talkdesk

by Gralio Feb 05, 2025

Unitel Voice and Talkdesk cater to different business needs. Unitel Voice is a great fit for small businesses needing a basic, affordable, and easy-to-use virtual phone system with excellent US-based support. Talkdesk is better suited for larger enterprises requiring advanced contact center features, AI capabilities, and extensive integrations, but comes at a higher price point and with mixed customer service reviews.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 3044 reviews and 60 websites, saving 17 hours, 24 minutes of reading.

Unitel Voice

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Talkdesk

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About

Unitel Voice is a virtual phone system designed for small and growing businesses. It allows you to use local or toll-free numbers on your existing devices, separating business and personal communications. Features include custom greetings, call routing, voicemail, and the ability to make and receive calls from various devices. Unitel Voice prides itself on its straightforward setup and accessible, US-based customer support.

Talkdesk is a cloud-based contact center software that uses AI to improve customer experience. It offers tools like automated call routing, self-service options, and analytics to help businesses of all sizes manage customer interactions. Talkdesk focuses on simplifying complex contact center operations, promising increased efficiency, reduced costs, and improved customer satisfaction. Its AI features aim to streamline tasks, provide data-driven insights, and personalize customer journeys.

Summary

Main difference

Unitel Voice offers a simple and affordable virtual phone system ideal for small businesses prioritizing ease of use and direct, US-based customer support. Talkdesk provides a more complex, AI-powered contact center solution suitable for larger businesses needing advanced features like helpdesk integration, real-time analytics, and customizable dashboards.

Relative strengths of Unitel Voice (compared to Talkdesk)

Offers simple setup and ease of use, ideal for small businesses.
Provides accessible and responsive US-based customer support.
More affordable pricing plans compared to Talkdesk.

Relative weaknesses of Unitel Voice (compared to Talkdesk)

Lacks advanced features like AI-powered call routing and real-time analytics.
Mobile app has reported reliability issues.
Limited integrations with third-party business tools.

Who should use Unitel Voice VS. Talkdesk

Unitel Voice is a user-friendly virtual phone system perfect for small businesses. It offers essential features like custom greetings, call routing, and voicemail, all at an affordable price. Users praise its intuitive interface and helpful customer support. However, some have reported issues with the mobile app and texting functionality.

Talkdesk is a cloud-based contact center solution ideal for medium to large businesses. It uses AI to streamline customer interactions, offering tools like automated call routing and self-service options. Users praise its Salesforce integration and helpful AI-powered call summaries. However, some find it difficult to understand certain metrics and experience occasional call issues. Talkdesk aims to boost efficiency and customer satisfaction.

Best for small to medium-sized businesses.
Ideal for businesses in Healthcare, Retail, Manufacturing, and more.

Best for medium to large businesses seeking an AI-powered contact center.
Ideal for various industries, especially those with strong customer service needs.

Unitel Voice and Talkdesk features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

Virtual phone number

Supported

Unitel Voice provides virtual phone numbers accessible from anywhere.

Supported

Talkdesk offers virtual phone numbers globally, enabling business calls from anywhere.
Call transfer

Supported

Unitel Voice supports attended and blind call transfers.

Supported

Talkdesk supports warm and blind call transfers.
Spam call blocking

Supported

Unitel Voice offers spam call blocking with advanced filtering and blacklisting.

Partially supported

Talkdesk supports spam call blocking via third-party integrations like Mutare VTF.
Real-time statistics

Supported

Real-time call statistics are shown on the online dashboard.

Supported

Talkdesk offers real-time dashboards that display live call statistics, letting users track KPIs like service level, abandon rate, wait time, and inbound contacts. These dashboards are customizable and can be shared.
Helpdesk integration

Unknown

Helpdesk software integration is not mentioned in the documentation.

Supported

Talkdesk integrates with helpdesk solutions like Zendesk, Freshdesk, Salesforce, and ServiceNow, offering features like ticket creation, contact updates, and automated workflows. They also provide low-code custom integrations for enhanced flexibility.
Real-time dashboards

Supported

Unitel Voice offers real-time dashboards with live updates, immediate alerts, and team presence.

Supported

Talkdesk offers real-time dashboards for monitoring key call center metrics.

Qualities

Value and Pricing Transparency

+1

Strongly positive sentiment

-0.76

Strongly negative sentiment
Customer Service

+0.88

Strongly positive sentiment

+0.13

Neutral sentiment
Ease of Use

+0.56

Rather positive sentiment

+0.77

Strongly positive sentiment
Reliability and Performance

+0.6

Rather positive sentiment

+0.12

Neutral sentiment
Ease of Implementation

+0.5

Rather positive sentiment

+0.26

Neutral sentiment
Scalability

No data

+0.67

Rather positive sentiment

Unitel Voice and Talkdesk Pricing

Unitel Voice offers four pricing tiers: Start-Up, Unlimited, Office, and Office-Max. All plans include standard features such as custom greetings, a free voice talent studio, auto-attendant, department extensions, employee extensions, unlimited call handling, call forwarding, call scheduling, call transferring, and call reporting.

Plans

User sentiment

Strongly positive

See full Pricing page

No data

User sentiment

Strongly negative

-0.76

See full Pricing page

Unitel Voice and Talkdesk review insights

2944 reviews analysed from and

Users love

Intuitive online dashboard and user-friendly mobile app.
Excellent and responsive US-based customer support.
Straightforward setup process.
Affordable pricing for small businesses.
Offers a professional business number while keeping personal numbers private.

Excellent Salesforce integration
The "Co-pilot" feature is very helpful
User-friendly interface
Helpful AI-generated call summaries

Users dislike

Lack of direct texting functionality within the app is a major drawback.
App experiences frequent call drops and connection issues.
Desktop version suffers from slow loading times.
Occasional glitches and service disruptions following system updates.
Confusing call answering process, requiring multiple button presses.
Some users have reported unauthorized credit card charges and difficulties obtaining refunds.
Interface is considered slow, particularly the missed calls page.
Limited customization options for extensions, specifically for departments and employees.
Texting feature is currently unavailable.

Difficult to understand the origin of specific statistical metrics
Calls sometimes simply do not come through
Talkdesk can sometimes delay call stats
The mobile app is lacking in functionality

Unitel Voice and Talkdesk Ratings

G2

4.7/5

(6)
Capterra

4.5/5

(42)
TrustPilot

4.8/5

(60)

G2

4.4/5

(2241)
Capterra

4.5/5

(674)
TrustPilot

2.5/5

(40)
Glassdoor

3.2/5

(887)

Company health

Employee growth

9% decrease in the last year

No change in the last year

Web traffic

No data

37% decrease in the last quarter

Financing

No data

April 2021 - $497M

How does Talkdesk's AI routing compare to Unitel Voice's basic routing?

Talkdesk uses AI-powered routing to optimize customer experience by matching callers with the best-suited agent based on factors like skillset, language, and customer history. Unitel Voice offers basic call routing, likely based on predetermined rules or simple queues, without the AI-driven optimization and personalization provided by Talkdesk.

Which product best supports a growing business, given Talkdesk's scalability and Unitel Voice's simplicity?

While Unitel Voice offers simplicity and affordability attractive to small businesses, Talkdesk better supports growth with its scalability, AI-powered features, and broader integrations. Talkdesk's advanced analytics and automation capabilities, though potentially more complex, provide valuable insights and efficiencies crucial for scaling operations. Therefore, for a growing business, Talkdesk is the more suitable long-term solution despite a potentially steeper learning curve.

What are the advantages of Unitel Voice?

Unitel Voice offers a simple, affordable virtual phone system ideal for small businesses. Users appreciate its intuitive interface, easy setup, and responsive US-based customer support. It effectively separates business and personal communications and provides essential features like custom greetings, call routing, and voicemail.

What are the disadvantages of Unitel Voice?

Unitel Voice suffers from call quality issues, including dropped calls and connection problems. The app itself can be slow and glitchy, particularly the missed calls page, and the desktop version has slow loading times. Users report a confusing call answering process and limited customization options for extensions. While advertised as having texting functionality, users report this feature is unavailable or not directly within the app, posing a major drawback. Finally, some users have reported billing issues with unauthorized charges and difficulty obtaining refunds.

Alternatives to Unitel Voice and Talkdesk

Zoom Workplace

Zoom Workplace is an all-in-one platform designed to streamline communication and boost productivity for modern teams. It combines video conferencing, chat, phone, email, calendar, and AI-powered features like meeting summaries and message composition. Collaboration tools like whiteboarding, note-taking, and task management are also included. Additionally, Zoom Workplace offers solutions for hybrid work environments, such as desk reservations, visitor management, and digital signage.

eVoice

eVoice is a virtual phone system designed for small and medium-sized businesses in the US. It allows you to use new or existing business phone numbers with features like a virtual receptionist, customized greetings, voicemail, and conferencing. This means you can project a larger business image and manage your business calls professionally, all without needing complex hardware. eVoice offers different plans for varying business needs at an affordable monthly cost.

wolkvox

Wolkvox is a cloud-based contact center software that helps businesses manage customer interactions across multiple channels like phone, email, chat, and social media. It offers features such as automated dialing, call routing, and analytics to improve agent productivity and customer satisfaction. Wolkvox also incorporates AI-powered tools like chatbots and voicebots to automate tasks and personalize customer experiences. The software is designed to be easy to use and quick to implement, making it suitable for businesses of all sizes. Wolkvox focuses on various industries and emphasizes its strong security and compliance standards.

JustCall

JustCall is a cloud-based communication platform designed for sales, support, and marketing teams. It lets you make and receive calls, send texts, and manage WhatsApp messages from one place. JustCall integrates with popular CRM and business tools to streamline workflows and offers features like automated dialing, call recording, AI-powered conversation insights, and analytics to help teams communicate more effectively with customers. Businesses use JustCall to increase efficiency, improve customer satisfaction, and gain valuable insights from their communications.

Five9

Five9 is a cloud-based contact center software that helps businesses manage customer interactions across different channels like phone, email, and chat. Its features include automated call routing, performance analytics, and workforce management tools. Five9 emphasizes its use of artificial intelligence to improve efficiency and customer experience. It's a good fit for mid-sized and large companies looking for a flexible and scalable solution.

Nextiva

Nextiva is a cloud-based platform that combines communication tools like phone, video, and chat with contact center software. This helps businesses manage customer interactions across different channels, like phone calls, emails, and online chats, within a single system. Nextiva uses artificial intelligence to automate tasks, provide customer insights, and improve agent productivity. It is designed for businesses of all sizes and is particularly helpful for those wanting to improve customer experience and streamline communication.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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