Overview
What is Zendesk Talk?
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other…
Looking for efficient platform to manage customer queries? Zendesk Talk to your rescue.
A good way to improve the Customer Care service
Call Center Operations taken care by Zendesk
Ideal for increasing customer satisfaction.
Solution for a connected customer experience world
My Zendesk Talk Review.
The latest insights on Zendesk Talk from my experience
Zendesk Talk single and powerful solution.
Zendesk Talk is the all-inclusive customer service suite.
Zendesk Review
Zendesk Talk has allowed us to serve our members with the opportunity to get each of their needs met in a single phone call.
Zendesk Talk
Zendesk Talk: it's okay
The Right Voice
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Outbound response (13)8.585%
- Recording (14)7.878%
- Call forwarding (14)7.676%
- Agent dashboard (15)7.373%
Reviewer Pros & Cons
Pricing
What is Zendesk Talk?
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 7.3Agent dashboard(15) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(11) Ratings
Authenticates inbound callers with a customer ID.
- 8.5Outbound response(13) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.6Call forwarding(14) Ratings
Forwarding of calls to the appropriate agents.
- 8.6Click-to-call (CTC)(12) Ratings
Allows one-click calling for agents.
- 7.8Warm transfer(11) Ratings
Allows current agent to speak with new agent before call is transferred.
- 7.6Predictive dialing(7) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.5Interactive voice response(9) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8REST APIs(6) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.3Call scripts(5) Ratings
Providing agents with a predefined conversation script.
- 7.4Call tracking(13) Ratings
Enables agents and managers to see the origin of the call.
- 7.6Multichannel integration(9) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.6CRM software integration(8) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 7.5Inbound call routing(11) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.5Omnichannel inbound routing(9) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.8Recording(14) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.6Quality management(12) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.6Call analytics(12) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 6.8Historical reporting(12) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 5.3Live reporting(13) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8Customer surveys(7) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.1Customer interaction analytics(9) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Tech Details
- FAQs
What is Zendesk Talk?
Zendesk Talk Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(42)Attribute Ratings
Reviews
(1-3 of 3)Zendesk Talk review
- Agent dashboard
- 70%7.0
- Call forwarding
- 70%7.0
- Warm transfer
- 80%8.0
- Interactive voice response
- N/AN/A
- REST APIs
- N/AN/A
- Call scripts
- N/AN/A
- Call tracking
- 70%7.0
- Multichannel integration
- 70%7.0
- CRM software integration
- N/AN/A
- Inbound call routing
- 70%7.0
- Omnichannel inbound routing
- 70%7.0
- Recording
- 70%7.0
- Quality management
- 70%7.0
- Call analytics
- 70%7.0
- Historical reporting
- 50%5.0
- Live reporting
- 20%2.0
- less downtime for agents
- easy to use for agents
- major drawback - limited dashboard and reporting
Call Center Operations taken care by Zendesk
- Cloud Telephony
- User enagegement and management
- Analytics and data structuring
- Mobility and ease of access
- Pricing
- Product enhancement
- Training for complete new joinees
- Integration support with small fish products as well
- Agent dashboard
- 90%9.0
- Validate callers
- 70%7.0
- Outbound response
- 90%9.0
- Call forwarding
- 50%5.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 80%8.0
- Interactive voice response
- 100%10.0
- REST APIs
- 80%8.0
- Call scripts
- 100%10.0
- Call tracking
- 70%7.0
- Multichannel integration
- 90%9.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 70%7.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 90%9.0
- Quality management
- 70%7.0
- Call analytics
- 80%8.0
- Historical reporting
- 70%7.0
- Live reporting
- 80%8.0
- Customer surveys
- 60%6.0
- Customer interaction analytics
- 80%8.0
- Cost management
- Quality of service
- Seamless connectivity
Zendesk Talk: it's okay
- Call recording is a nice feature! It is great for training purposes and for quality assurance.
- The metrics you get from Explore are a great insight into how the team is handling the call volumes.
- Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
- Zendesk Talk has the reputation for being a bit unreliable. Calls sometimes drop and the audio is just okay.
- Zendesk Talk should have an auto log out feature when inactivity has persisted for a specified time.
- We've had some instances where call recordings didn't record or had weird glitches.
- Agent dashboard
- 80%8.0
- Validate callers
- 60%6.0
- Outbound response
- 80%8.0
- Call forwarding
- 70%7.0
- Click-to-call (CTC)
- 70%7.0
- Warm transfer
- 100%10.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- N/AN/A
- REST APIs
- N/AN/A
- Call scripts
- N/AN/A
- Call tracking
- 80%8.0
- Multichannel integration
- N/AN/A
- CRM software integration
- N/AN/A
- Inbound call routing
- N/AN/A
- Omnichannel inbound routing
- N/AN/A
- Recording
- 90%9.0
- Quality management
- N/AN/A
- Call analytics
- 80%8.0
- Historical reporting
- 80%8.0
- Live reporting
- 60%6.0
- Customer surveys
- N/AN/A
- Customer interaction analytics
- N/AN/A
- More reliable than our previous talk center software.
- Call recording has been a great addition
- We have a much better idea of how to staff phones with the metrics we get from Zendesk Talk